Transforming Stays: Elevating Guest Experiences and Boosting Revenue

Transforming Stays: Elevating Guest Experiences and Boosting Revenue

By Manu Vardhan Kannan

Published on January 21, 2025

In the hospitality industry, every guest that walks through the door presents an opportunity to elevate their experience while simultaneously driving revenue. Vivek Shukla, CEO of The Lalit Suri Hospitality Group, highlights the significance of two key strategies—cross-selling and upselling—in achieving this delicate balance. These strategies not only improve the guest’s stay but also create valuable opportunities for revenue growth.

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Enriching the Guest Experience through Cross-Selling

Cross-selling involves offering guests complementary products or services that enhance their experience. A simple example is offering a spa treatment or guided tours to a guest who has just booked a room. This approach increases the hotel's transaction value while ensuring a more comprehensive and enjoyable stay for the guest. Personalizing these suggestions is key—recommending a couples’ massage for a romantic getaway or local attractions for a family vacation can significantly enrich their experience.

Elevating Choices with Upselling
Upselling focuses on encouraging guests to opt for premium options. This can range from suggesting a suite upgrade to offering a bottle of premium wine or flexible check-in times. The key to successful upselling is presenting these options in a friendly, non-intrusive manner. Highlighting the added value, such as a stunning ocean view, ensures that guests see the worth in upgrading, elevating both their experience and the hotel’s revenue.

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Benefits for Guests and Businesses
When executed thoughtfully, both cross-selling and upselling create a win-win situation. Guests benefit from a more personalized and enriching experience, which makes them more likely to leave positive reviews and return in the future. For businesses, these strategies contribute to increased revenue per guest and provide a competitive edge in the market.

imageKey Factors for Success
Several elements are crucial for the success of these strategies:

  1. Personalization: Leveraging guest data to make relevant recommendations ensures the offers feel meaningful and tailored.

  2. Timing: The success of these strategies often depends on the timing of suggestions—well-timed recommendations during booking, check-in, or meal times enhance the chances of success.

  3. Staff Engagement: Employees must be trained to recognize opportunities and present them naturally to guests. Strong interpersonal skills and knowledge of the hotel’s offerings are essential.

  4. Technology: AI-driven booking systems and mobile apps can analyze guest preferences to provide personalized recommendations. Kiosks and digital touchpoints further promote upgrades and add-ons.

By combining strategic cross-selling and upselling techniques with personalization and the right timing, hospitality businesses can create memorable guest experiences while maximizing revenue. These practices not only generate immediate financial returns but also foster long-term guest loyalty, making them invaluable for sustained success in the competitive hospitality industry.


Air India and Air Astana Sign Codeshare Agreement to Strengthen India–Kazakhstan Connectivity

Air India and Air Astana Sign Codeshare Agreement to Strengthen India–Kazakhstan Connectivity

By Manu Vardhan Kannan

Published on September 12, 2025

Air India, India’s leading global airline, and Air Astana, the flag carrier of Kazakhstan, have announced a new codeshare agreement to expand flight options and connectivity for travellers between India and Kazakhstan.

Under this partnership, Air India will place its ‘AI’ designator code on Air Astana’s flights between Almaty and Delhi, and Almaty and Mumbai. This enables Air India passengers to conveniently book single tickets and enjoy through check-in for their journey to Almaty, a fast-growing hub for both tourism and business in Central Asia.

Speaking on the announcement, Campbell Wilson, Chief Executive Officer & Managing Director of Air India, said:

“Our new codeshare partnership with Air Astana creates stronger air links to Kazakhstan, a fast-growing market with immense potential for tourism. Beyond serving leisure travel demand, our partnership will also support trade and cultural exchanges between our two countries, while bringing a new destination in Central Asia closer to our customers.”

Peter Foster, CEO of Air Astana Group, shared:

“We are delighted to have concluded a comprehensive codeshare agreement with Asia’s oldest airline. Air India is an exceptionally well-managed business, which operates a comprehensive network of flights to, from and across India, the world’s most populous country and one of the fastest growing travel markets. India is of key strategic importance to the Air Astana Group as we increase flights from Kazakhstan to Delhi, Mumbai and Goa. The codeshare will accelerate the increasingly strong business, tourist and student traffic flows between our two countries.”

The agreement builds upon an interline partnership signed earlier in 2025, under which Air India passengers already had access to destinations across Central Asia and China via Almaty, including Astana, Bishkek, Tashkent, Dushanbe, and Urumqi. Meanwhile, Air Astana customers gained access to 18 domestic and 9 international destinations through Air India’s network.

With this codeshare step-up, passengers will benefit from greater convenience, a wider destination network, and simplified travel through a single booking and check-in process. Subject to regulatory approvals, the codeshare flights will gradually be made available for booking across Air India’s website, mobile app, and travel agents worldwide.


Where to Go for the Perfect Date Night in Mumbai– From Rooftop Romance to Cozy Pizzerias

Where to Go for the Perfect Date Night in Mumbai– From Rooftop Romance to Cozy Pizzerias

By Hariharan U

Published on September 12, 2025

Mumbai’s dining scene offers no shortage of options, but when it comes to a perfect date night, not every place makes the cut. Whether you’re planning an indulgent evening under the stars, a cozy night at home, or a casual pizza-and-wine kind of outing, here are four standout spots to add to your list.

1. Mirage, Bandra – Rooftop Romance with a Touch of Fantasy

Step into Mirage, Bandra’s newest rooftop stunner, where dining is elevated into a cinematic experience. Curated by internationally celebrated chefs Bobby Recto and Maher Ramzi, the menu brings together bold Euro-Asian and Levantine flavours—think smoked lamb hummus, gold-dusted maki rolls, braised lamb shank, and pistachio kunafa crema.

Designed by Sumessh Menon, Mirage shimmers with reflective surfaces, dramatic lighting, and sweeping skyline views. Add artful cocktails like the Wasabi Punch or Medusa’s Eye, and live music that sets the tone, and you’ve got yourself the perfect setting for a romantic night out.

2. The Pantry – A Healthy Date Night at Home

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For couples who prefer staying in but still want a touch of indulgence, The Pantry delivers just that. Its all-new menu is designed around wholesome bowls, globally inspired salads, and wraps that balance nutrition with flavour.

Highlights include the Zen Soba Protein Bowl with miso-lime soba and tofu, the Moroccan Glow Bowl with harissa-grilled chicken, and the Mediterranean Muscle Bowl featuring muhammara, cauli-quinoa, and olive tapenade chicken. Seafood lovers can try Fish & Greens with kasundi mustard rawas.

Available on Swiggy and Zomato, The Pantry makes it easy to turn your dining table into the coziest date spot.

3. Si Nonna’s – Cozy Pizzeria Vibes

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Authentic wood-fired sourdough pizzas make Si Nonna’s a natural pick for couples who love sharing slices. Whether you’re dining in at their intimate pizzeria or ordering in for a relaxed evening, Si Nonna’s brings Italy to Mumbai with bold, fresh flavours.

Must-tries include Pizza No. 3, topped with Fior di Latte, Kalamata olives, and capers, and Pizza No. 6, loaded with spiced chicken, sun-dried tomatoes, basil pesto, and homemade chilli oil. End the night with Nonna’s Famous Tiramisu and raise a toast with Nonna’s Cooler.

4. The BlueBop Café – Jazz, Comfort & Connection

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With its warm interiors and jazz-infused ambience, BlueBop Café is ideal for couples seeking comfort and connection. The menu is designed for sharing—start with Mozzarella Cheese Sticks, Butter Garlic Prawns, or Truffle Chicken Popcorn before moving on to hearty mains like Mexican Chicken Sizzlers, Prawns in Red Thai Curry, or a Tenderloin Steak.

Round off the evening with a decadent Hazelnut Hot Chocolate or a freshly baked dessert. Here, every date night feels as intimate and laid-back as it is indulgent.

Whether you’re chasing rooftop sunsets, pizza nights, wholesome bowls at home, or jazz-filled evenings, these four spots prove that Mumbai knows how to make every date night unforgettable.


GST Rationalization and Hospitality Growth by Ruban Das

GST Rationalization and Hospitality Growth by Ruban Das

By Author

Published on September 10, 2025

"In the wake of India’s recent Goods and Services Tax rationalization, the accommodation landscape for discerning travelers remains largely unchanged at the premium end. The simplified tax structure, which reduces amplification of costs at the economy and mid-market tiers, preserves the existing 18 per cent levy on nightly stays exceeding ₹7,500. The tax overhaul eases burdens for mid-tier counterparts, potentially stimulating overall travel demand, a trend from which established operators naturally benefit for hotels up to ₹7,500 with a GST of 5% (without any input credit facility) from the existing 12% GST.

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We urge the authorities to reconsider the GST structure for hotel-based dining outlets and align it with that of stand-alone fine dining restaurants. A uniform tax rate will ensure fair competition, healthier growth of the industry, and better value for consumers.
In essence, the GST evolution affirms our resolve: even as regulatory winds shift, our commitment to excellence remains steadfast. We continue to invest thoughtfully in staff training, amenity enhancement, and sustainable practices, confident that the regulatory bedrock affords us clarity—and the freedom—to elevate each guest’s experience with distinction and unwavering warmth."- Ruban Das, General Manager, Hyatt Regency Chennai Submission from Hyatt Regency, Chennai

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