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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.
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.
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.
Key Factors for Success Several elements are crucial for the success of these strategies:
Personalization: Leveraging guest data to make relevant recommendations ensures the offers feel meaningful and tailored.
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.
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.
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.
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Published on August 22, 2025
Amritara Hotels & Resorts’ leaders, Mr. Karanveer Singh and Mr. Pawan Mudgal, have been honored with the Outstanding Leadership Awards 2025 by MakeMyTrip. The event, hosted by MakeMyTrip in Gurgaon on 7th August 2025, recognized individuals who have demonstrated exceptional leadership and an unwavering commitment to excellence in the hospitality industry.
The award celebrates visionary leadership, innovation, and commitment to excellence in the hospitality industry. Both leaders have played pivotal roles in driving Amritara Hotels & Resorts to new heights in customer satisfaction, revenue growth, and brand positioning.
Mr. Karanveer Singh, with his expertise in revenue management and strategic planning, has been instrumental in elevating the performance of Amritara properties, consistently ensuring top rankings in competitive markets. His innovative approach towards pricing, distribution, and customer engagement has set new benchmarks for the brand.
Mr. Pawan Mudgal, with his extensive leadership experience and sharp business acumen, has been a driving force in strengthening Amritara’s market presence. His ability to align teams with the brand’s vision and his relentless pursuit of operational excellence have contributed immensely to the group’s success.
Speaking on the recognition, the awardees expressed their gratitude to MakeMyTrip and dedicated the honor to the hard work and dedication of the Amritara Hotels & Resorts team.
"This award is not just a personal achievement, but a reflection of the collective efforts of our incredible team at Amritara Hotels & Resorts. Together, we are committed to redefining hospitality with innovation, authenticity, and exceptional guest experiences," said Mr. Singh and Mr. Mudgal in a joint statement.
The Outstanding Leadership Award 2025 reinforces Amritara Hotels & Resorts’ commitment to excellence and further strengthens its position as one of India’s leading hospitality brands.
Akasa, India’s youngest airline, has successfully completed a fresh investment transaction of about ₹1,200 crore, welcoming new investors such as Premji Invest, 360 ONE Asset, and the investment office of Ranjan Pai. The Jhunjhunwala family, an existing investor, also infused additional capital into the airline.
The airline, which began operations three years ago, announced that the closure of this funding round followed the receipt of all requisite regulatory approvals. Despite facing losses like most startup airlines, Akasa has ambitious plans for expansion, with a fleet of 30 aircraft currently in service and 190 Boeing 737s on order.
Akasa termed this investment a “significant milestone” in its growth journey and shared its aspiration to be among the top 30 airlines in the world by the end of this decade. The funds will be directed toward expanding operations, enhancing customer experience, and investing in safety, reliability, and advanced technology.
Vinay Dube, founder and CEO of Akasa, expressed gratitude to both new and existing investors, saying, “We warmly welcome our new investors to the Akasian family and deeply appreciate their confidence in our team. Their support affirms our vision and strengthens our ability to scale sustainably while keeping customers and employees at the heart of our operations. We remain especially grateful to the Jhunjhunwala family for not just helping us take flight but for their continued belief in our dream to redefine air travel in India.”
Manoj Jaiswal of Premji Invest highlighted the growth potential of Indian aviation, stating, “We are excited to partner with Akasa, India's fastest growing airline, in its next phase of growth. We believe Indian aviation industry has strong growth potential, domestically and beyond. Team Akasa is brilliantly positioned to execute on this opportunity.”
Umesh Agrawal, fund manager of 360 ONE Asset, added, “We are elated to partner with Akasa Air at a time when India’s aviation sector is poised for tremendous growth. This investment will support Akasa Air’s mission to build a customer centric airline.”
Shyam Powar, chief investment officer at Claypond Capital, also expressed confidence, saying, “What excites us is not just the scale of the opportunity, but the passion and purpose with which the team is building this airline. We are proud to back Akasa and look forward to supporting them in their journey to build a world class airline from India.”
Currently, Akasa serves 23 domestic and six international cities, and has flown over two crore passengers since its inception.
By Hariharan U
Against the backdrop of the Aravalli hills, the 700-year-old Fort Barwara has found a new life as Six Senses Fort Barwara, thanks to an extraordinary restoration by Nouveau Design Group and Panika. Spearheaded by Principal Architect Manish Mehta, the project stands as a remarkable example of adaptive reuse, honouring the spirit of Rajasthan’s royal past while reimagining it for today’s world of sustainable luxury.
Originally built in the 14th century, the fort had weathered centuries of battles and time. For Mehta and his team, the mission was clear, to revive its essence, not just its structure. “The fort represented not just stone and mortar but the soul of Rajasthan’s architecture. Our responsibility was to revive its spirit”, says Mehta.
Staying true to the fort’s original character, the design preserves battlements, domes, arched walkways, and courtyards, weaving them into a modern hospitality experience. The Zanana Mahal (ladies’ quarters) now houses a serene Six Senses spa, while the Mardana Mahal (men’s quarters) has been reimagined as the lobby and bar. Across 48 suites, temples, and dining areas, guests encounter Mughal-style courtyards, jharokhas, and jalis that echo the fort’s architectural soul.
Every detail reflects authenticity, stone sourced from nearby quarries, Rajasthani marble, lime-washed walls, handmade carpets, and antique-finished fittings, all crafted to blend seamlessly with the fort’s heritage.
Sustainability anchors the project. Thick stone walls and passive cooling reduce energy needs, while rainwater harvesting, solar panels, and organic gardens align with Six Senses’ eco-conscious ethos. The resort is fully plastic-free, complemented by discreetly integrated modern comforts like fibre-optic connectivity and smart water systems.
Lighting design adds to the fort’s majesty, using warm tones to highlight its sculptural elements, while the central Mughal-style courtyard doubles as a stage for reflection and cultural performances.
“This fort was built to endure war and climate”, notes Mehta. “Our sustainability measures honour that resilience through future-ready design”.
Today, guests arrive not as conquerors but as participants in the fort’s ongoing story, a space where Rajput strength meets modern elegance. With its sensitive yet forward-thinking transformation, Six Senses Fort Barwara sets a benchmark in heritage conservation and sustainable luxury.
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