With the Union Budget 2025 approaching, Pushpendra Bansal, COO of Lords Hotels & Resorts, has reiterated the need for transformative reforms in the hospitality sector. Contributing nearly 10% of India’s GDP, the sector remains a significant driver of economic growth, and Bansal emphasizes the importance of granting it the recognition it deserves.

Bansal advocates for the government to issue a Gazette notification granting industry status to the hospitality sector. This step, implemented uniformly across states, would foster infrastructure development, provide incentives for developers, and ease financial burdens on new projects. Such recognition would not only strengthen the industry but also bolster GDP, create employment opportunities, and enhance foreign exchange earnings. 

He also addressed the complexities surrounding GST rates in the hospitality industry, which vary across services. To create a more transparent and business-friendly environment, Bansal suggests introducing a uniform GST rate of 12%. This would simplify taxation, promote ease of doing business, and provide much-needed support to hotels and restaurants nationwide.

By urging these critical changes ahead of the Union Budget 2025, Bansal highlights the potential of the hospitality sector to drive India’s economic growth while improving global competitiveness.

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:

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.

The Calcutta Heritage Collective embarked on an extraordinary journey to preserve Kolkata’s intellectual and cultural heritage with the launch of the Chaitanya Library restoration initiative. The grand event, held on 12th January 2025 at the Hyatt Regency Kolkata, was a perfect blend of art, music, and community spirit, reflecting the rich history and vibrant culture of the city.

The Chaitanya Library Restoration Initiative

The cornerstone of this ambitious project is the revival of the 135-year-old Chaitanya Library, established in 1889 by luminaries such as Gaur Hari Sen, Kunj Behari Datta, and Rabindranath Tagore. Home to over 150,000 rare books and journals, the library is a treasure trove of knowledge on Indian history, philosophy, and culture. Decades of neglect have left this historic sanctuary in urgent need of restoration and digitization.

The initiative, supported by leading heritage conservation architect Ayan Sen, focuses on restoring the library’s infrastructure, preserving its invaluable resources, and digitizing rare publications to ensure global access and future self-sustainability.

A Night of Cultural Celebration

The launch event was a sensory delight. Renowned percussion maestro Bickram Ghosh headlined the evening with a live concert celebrating 25 years of fusion music and previewing his latest album, Rhythmscape 2.0. Accompanied by a stellar ensemble, including Pt. S. Sekhar on mridangam and Abhishek Mallick on electric sitar, Ghosh’s performance left the audience spellbound.

Adding to the artistic fervor, celebrated artist Shuvaprasanna created a live painting synchronized with the tabla beats, embodying the spirit of ‘Chaitanya’ - awakening and knowledge. The unveiling of the Chaitanya Heritage Baithakkhana, a beautifully curated space, brought the library’s legacy to life, offering a glimpse into the vision of the initiative.

Voices of Inspiration

Shuvaprasanna expressed his admiration, saying, “This priceless heritage, housing over 1 lakh books and 25,000 journals, deserved to be preserved for generations to come. The Calcutta Heritage Collective's initiative is truly commendable.”

Bickram Ghosh added, “Preserving Kolkata’s rich heritage is a cause close to my heart. It was an honor to perform and support this noble initiative.”

Founder Trustee Mukul Agarwal remarked, “The Chaitanya Library stands as a symbol of Kolkata’s intellectual and cultural legacy. Restoring its past glory is a monumental task, but we are committed to making it a hub of learning and inspiration for generations to come.”

A Call to Action

The Chaitanya Library restoration initiative is more than a preservation effort; it is a movement to safeguard Kolkata’s cultural soul. The trustees - Gaurav Gupta, Munish Jhajharia, Dr. Rupali Basu, and Sangeeta Dudhoria - invite individuals, organizations, and institutions to join hands in this transformative endeavor.

About Calcutta Heritage Collective
Calcutta Heritage Collective is a voluntary initiative dedicated to the restoration, revival, and reuse of Kolkata’s built heritage. Through events, heritage walks, and educational programs, the organization works to inspire action and create awareness about preserving the city’s historical treasures.

For more details, visit www.calcuttaheritagecollective.com.