Heartists, High-Tech and more: Exclusive Interview with Vaishakh Surendran, GM, Mercure Sriperumbudur

Admin

Published on February 6, 2024

Vaishakh Surendran, currently serving as the General Manager at Mercure Chennai Sriperumbudur, Tamil Nadu, has accumulated a wealth of experience in the hospitality industry. With over a year and five months in his current role, Vaishakh oversees the operational aspects of the hotel, ensuring a seamless and high-quality guest experience.

"Mercure, a product of Accor, has been actively involved in sustainable practices, notably in the elimination of single-use plastics throughout the hotel. With few exceptions, the hotel has successfully removed single-use plastics from various areas," Vaisakh said while talking about the initiatives taken by the establishment to enhance guest experiences. "Another distinctive feature is our commitment to electric vehicles (EV) for transportation services. Currently, we operate a fleet of 5 EVs, utilized for office transfers and airport transportation. This initiative sets us apart from other hotels in the vicinity, as we promote an eco-friendly and sustainable mode of transportation. Despite the higher cost, we have phased out all diesel and petrol vehicles in our fleet, emphasizing a commitment to sustainability," he added.

"Additionally, our diverse food offerings make us unique. Unlike many hotels, we serve a wide variety of meats, including chicken, mutton, pork, beef, and prawn. While we may not be the ideal choice for pure vegetarians, we strive to cater to non-vegetarian guests by offering an extensive range of options. We recognize the importance of providing familiar food options to guests from different regions, considering their tastes and preferences," he explained about their catering specialities.   

Furthermore, the establishment prioritizes organic cooking and has established an organic garden to grow vegetables used in its cuisines. This commitment extends to buffet offerings, where the active promotion of the use of organic vegetables supports local farmers within a 10 km radius. The dedication to organic produce not only contributes to healthier options but also empowers local entrepreneurs and farmers. Additionally, the establishment advocates for the use of organic eggs, including duck and quail eggs, in the buffet breakfast. This approach aligns with their goal of supporting local suppliers and promoting sustainability in its operations.

The hotel actively engages with its team, referred to as "Heartists," a blend of heart and artist. Unlike typical hotels, the employees are equipped with phones and have access to Wi-Fi, enabling them to create content and access training apps during work hours. The hotel embraces technology to cater to the preferences of millennials and Gen Z. Recognizing the importance of mobile devices to the team, the hotel encourages responsible use.

Vasiakh said, "To foster a positive work environment, we organize events such as parties to appreciate our hardworking staff during festive seasons. Our team enjoys outings, movie trips, and even restaurant visits. We provide accommodation, pick-up, and drop-off services, particularly for those working on rotational shifts. About 50% of our employees benefit from transportation services."

Accor conducts an annual employee survey, and they are proud to report that their score surpassed the brand average by 8 points, showcasing employee satisfaction. Additionally, Accor offers competitive salaries, exceeding minimum wage standards. The starting salary is uniform across all positions, promoting equality and growth. Accor avoids on-the-job favoritism, either hiring through industrial training or direct selection.

He also explained that their industrial trainees receive competitive compensation, far exceeding what was offered during management training. Accor maintains limited designations, ensuring swift career growth for employees. From a Guest Service Intern (GSI), one can directly progress to a Duty Manager, significantly increasing their salary. Accor emphasizes continuous engagement and encourages all team members, irrespective of their roles, to interact with guests, ensuring a spotlight on their contributions.

"Our ultimate goal is guest satisfaction, knowing that happy guests lead to sustained business success. By fostering a guest-centric approach across all departments, from kitchen to housekeeping, we aim to consistently exceed expectations and leave a positive impact on our guests," Vaisakh said. 

Watch the complete interview at HospitalityNews Official YouTube Channel.


Vivek Shukla Redefines Loyalty Through Purpose-Driven Hospitality

Vivek Shukla Redefines Loyalty Through Purpose-Driven Hospitality

Vivek Shukla

Published on September 1, 2025

In today’s world of hospitality, where loyalty programs are often defined by free nights, discounts, and upgrades, The LaLiT Suri Hospitality Group has chosen a different path, one that blends guest rewards with social good. In an exclusive conversation with Hospitalitynews, Vivek Shukla, CEO of the Group, offered rare insights into how luxury and purpose can converge to create a new standard for the industry.

With more than 35 years in luxury hospitality and two decades shaping The LaLiT’s vision, Shukla is widely known for his people-first approach and strategic foresight. His leadership during the pandemic, marked by initiatives that supported frontline workers and vulnerable communities, underscored his conviction that hospitality is about much more than service, it is about responsibility.

This ethos is at the heart of the Group’s new loyalty program. Unlike traditional models, this initiative empowers guests to transform everyday indulgences into acts of giving. Partnering with Points for Good, The LaLiT allows loyalty members to channel their points towards diverse causes ranging from child education and sustainability to LGBTQIA+ empowerment. Shukla describes it as a shift “from transactional exchanges to purposeful, meaningful connections”.

The innovation lies in embedding impact seamlessly into daily guest interactions. Shukla believes that over time, members will begin to associate loyalty not only with luxury but also with generosity and social change. “When routine stays or meals become part of something greater, it fosters a culture of care and giving back”, he says.

Perhaps most compelling is the vision behind it: small contributions from thousands of guests, collectively sparking a wave of impact across India. By aligning hospitality with social responsibility, The LaLiT is rewriting the future of loyalty, one that is not just about repeat business but about emotional connection and shared purpose.

Our conversation with Vivek Shukla was both inspiring and thought-provoking, challenging the industry to see loyalty in a whole new light. For the complete interview and exclusive insights, dive into the Hospitalitynews Magazine September Edition- available now on our website and in print. Don’t miss your chance to be part of this transformative dialogue shaping the future of hospitality.


Exclusive Insights with Dr. Anshu Jalora on AI-Powered Pricing

Exclusive Insights with Dr. Anshu Jalora on AI-Powered Pricing

Dr Anshu Jalora

Published on September 1, 2025

In an era where unpredictability has become the only constant in travel and hospitality, few voices carry the weight of experience, foresight, and innovation like Dr. Anshu Jalora, Founder and Managing Director of Sciative Solutions. In an exclusive conversation with Hospitalitynews, Dr. Jalora shared sharp insights on how technology, behavioral economics, and AI-driven pricing are rewriting the rules of hotel revenue management.

With over 23 years of global expertise, stints at Starbucks, Overstock.com, and PROS Revenue Management, and a patent in pricing software, Dr. Jalora is not only a leader but a pioneer. His ability to bridge the precision of academia with the dynamism of the hospitality market makes his perspectives especially compelling.

When asked about this year’s unexpected monsoon surge in travel demand, Dr. Jalora explained how AI-powered systems like ZettaRMS can detect weather shifts, booking pace, and competitor rates in real time allowing hotels not just to react, but to stay ahead of market waves. The difference, he notes, lies in “explainability,” enabling revenue managers to understand why pricing shifts occur while preserving guest trust.

What followed was a fascinating look into the speed of pricing decisions. With ZettaRMS updating rates every 15 minutes, Dr. Jalora emphasized how short-lived surges can now be monetized with precision, often lifting ADRs by 4–5% in ways static pricing could never achieve. His revelations about post-pandemic booking patterns in India last-minute clusters, OTA user behaviors, and the surprising profitability of “shoulder nights” offered a rare, data-driven lens into the evolving market.

From tackling OTA leakage with parity checks to preparing hotels for the unpredictable, Dr. Jalora stressed one recurring theme: context-specific pricing is the future. The hotels that adapt in real time will not only safeguard revenues but thrive in an increasingly volatile market.

It was a truly insightful conversation with Dr. Jalora, one that promises to reshape how we think about pricing in hospitality.

Want More? You can explore the full in-depth interview and exclusive coverage in the September edition of Hospitalitynews magazine, available both on our website and as a beautifully curated print magazine. Don’t miss your chance to engage with the future of hospitality, one conversation at a time.


Scoops of a Dream: Shaariq Akhtar on Yura’s Artisanal Journey

Scoops of a Dream: Shaariq Akhtar on Yura’s Artisanal Journey

Shaariq Akhtar

Published on September 1, 2025

At the heart of ITC Grand Chola, one of Chennai’s most iconic star hotels, a frozen dream has been delighting the city. Yura, the artisanal gelato and sorbet destination, has quickly become a favourite among dessert lovers for its blend of nostalgia, innovation, and culinary artistry. In an exclusive conversation with Hospitalitynews, Shaariq Akhtar, General Manager of ITC Grand Chola, shared insights into Yura’s journey, its inspirations, and the philosophy behind its one-of-a-kind creations.

Shaariq describes Yura as more than just gelato. For him, it is the realisation of “a beautiful dream”, a place where childhood memories and sensory indulgence meet. This philosophy is at the heart of Yura’s handcrafted flavours, whether it’s the ethereal balance of Miso Caramel, the gold-touched elegance of Idukki Vanilla, or the playful indulgence of Filter Kaapi and Rose & Paan. Each flavour tells a story, designed to surprise and comfort at the same time.

What makes Yura stand apart is its ability to balance bold creativity with the warmth of familiarity. In a country where traditional sweets are deeply loved, Yura offers reinterpretations that spark nostalgia in a new form. Whether it’s Aam Papad Gelato or French Raspberry Sorbet, the intent remains the same, to bring people closer to cherished memories, now served in scoops of artisanal perfection.

Shaariq also spoke about the painstaking process of creating new flavours, from the very first spark of inspiration to the final tasting session. Each step is guided by the idea that every scoop should stir emotions and leave behind an unforgettable experience. Sustainability too lies at the core, with Yura relying on mindful sourcing and renewable energy, ensuring that indulgence remains both luxurious and responsible.

Our conversation with Shaariq revealed that Yura is more than a frozen treat, it’s an experience of comfort, wonder, and artistry. Every scoop tells a story, waiting to be discovered.

It was truly a delightful conversation with him, and to read the complete interview, you can check out the September edition of Hospitalitynews Magazine on our website or grab your physical copy today.