Addressing German suppliers, she shed light on the transformative role of AI on travel trends and consumer behaviour and Sustainability as a core desire among Indian travellers.

The Webinar, meticulously curated by Romit Theophilus, Director, German National Tourist Office India, Anika Tandon, Manager – Sales and Marketing, German National Tourist Office, and the GNTO team was attended by several distinguished German partners. GNTO’s objective with the Market Insight Webinar was to congregate luminaries and facilitate dialogues brimming with ideas and insights, engendering a culture of learning and stimulating pivotal conversations.

Kamal Gill in her Keynote address delved deep into the transformative role of AI within the travel realm, focusing particularly on its influence on travel trends and consumer behaviour. The keynote underscored the nuances of sustainable travel and the evolving dynamics of Indian travellers. Emphasizing key insights like the prospects emanating from the Indian source market, the address also spotlighted two emergent paradigms: Sustainability & Innovation.

She unravelled the intertwining relationship between Artificial Intelligence and the transformation of travel behaviours, supplementing the discourse with pertinent case studies. The address culminated by exploring the myriad opportunities this technological evolution presents for positioning Germany as a quintessential travel destination.

Post the keynote, Romit Theophilus, Director, German National Tourist Office India shared well-researched statistical insights with the attendees, presenting a comprehensive PowerPoint exposition delineating the trajectory of the burgeoning German Tourism market, vis-a-vis Indian travellers, and spotlighting potential future growth vistas.

The event further transitioned into an enlightening Panel Discussion, led by Romit Theophilus, Director, German National Tourist Office India featuring industry leaders. Subhash Goyal. Chairman, STIC Travel Group, Kamal Gill, Executive Editor Today’s Traveller and Managing Director, Gill India Group, and Vikram Malik, Business Head – Sales and Operation, Adotrip.com.

The dialogue centred around the metamorphosing trends in the Indian market. The panel examined the adaptations in Indian travel behaviours amidst global crises and extrapolated the consequential opportunities for Germany as a travel hub. The discourse also encompassed the anticipations of Indian tourists regarding sustainable travel to Germany and discussed strategies to meet these expectations effectively.

Highlights of the Keynote Address

Here are the essential takeaways:

We are navigating what might be the most dynamic era in travel consumer behaviour. The fluidity in preferences means that strategies successful in one season might not yield results in the next. Embracing adaptability, openness to change, and alignment with contemporary trends are vital in appealing to the modern Indian traveller.

Two pivotal trends are dictating the psyche of the Indian traveller:

• The Role of AI: AI’s profound influence on altering traveller purchasing habits.
• Sustainability as a Core Desire: Travelers now prioritize sustainability when selecting destinations, accommodations, and activities.

Another crucial insight sheds light on the rising demand for immersive experiences during vacations. This burgeoning need underscores the necessity for suppliers to innovate and think out of the box in their offerings.

A word of caution was also voiced by her, highlighting the addictive nature of experiences. As travellers yearn for progressively richer and exhilarating adventures, suppliers are urged to continually elevate their game and embed these heightened experiences within travel packages.

Current market size and market insights: courtesy Statista

• Revenue in the Travel & Tourism market is projected to reach US$18.91bn in 2023.
• Indian Population is 144 billion people
• Revenue is expected to show an annual growth rate (CAGR 2023-2027) of 13.47%, resulting in a projected market volume of US$31.35bn by 2027.
• The largest Travel & Tourism market is the Package Holidays market with a projected market volume of US$8.33bn in 2023.
• In the Travel & Tourism market, 59% of total revenue will be generated through online sales by 2027.
• In the Hotel market, the number of users is expected to amount to 61.33m users by 2027.
• User penetration is 6.7% in 2023 and is expected to hit 9.6% by 2027.
• The average revenue per user (ARPU) is expected to amount to US$198.60.

Key changes in Indian travel consumer behaviour

Some of the key changes in the Indian travel consumer profile in recent years have been globalization, digitalization, sustainability, and the aftereffects of the pandemic.

Technology adoption has led to Ease of mobility, and the usage of the internet as a quick and reliable tool to search and explore new destinations, new routes, and quick travel information for tailor-made choices in food, activity, accommodation and budget has resulted in exponential growth. 

The extent of this change?  According to McKinsey & Company, 71% of consumers expect a personalized approach, and 76% get frustrated if they do not get it. Ignoring personalization becomes a highly hazardous business decision with time.

With the massive increase in travel consumption and the post-pandemic effect, consumer demand has also changed for more sustainable travel options both for personal consumption and leaving a smaller carbon footprint. This change is very noticeable as also the blurring of lines between Business and leisure trips.

There is one other fundamental change in Indian travel customer behaviour, which is significant. While Indian travellers consistently ranked among the top spenders courtesy shopping, today Indian travellers are splurging on themselves, be it accommodation, adventure activities, spa facilities, food, fine dining and so on. 

In a recently released key report by Booking.com, with McKinsey, it says that by 2030, total expenditure by Indian travellers will soar to USD 410 billion making India the fourth largest global spender. The number of aggregate trips is expected to increase from 2.3 billion in 2019 to a staggering 5 billion in 2030.

How India Travels by Booking.com with McKinsey

This research has interesting inputs on the travel behaviour of Indians which include the following:

• Indian travellers thrive on the thrill of quick and exciting travel plans.
• Food is a priority: Travellers emphasised culinary convenience, with over 80% of them valuing restaurant and room service options during their stay.
• There is a surge in demand for alternative accommodation options, such as hostels, campsites, vacation rentals, and chalets. The growth rate for these alternative accommodations outpaced traditional hotel and managed chains, indicating a paradigm shift in travel preferences.
• The sway of social media on travel behaviour is big and evident. In the year 2022, 91% of Indian travellers expressed that YouTube is their preferred social media platform for travel inspiration, followed by Instagram, which holds the interest of 85% of Indian travellers.

Thomas Cook (India) released an impactful study titled “The India Holiday Report ” on consumer behaviour

In May 2023, Thomas Cook (India) released an impactful study titled “The India Holiday Report.” This report reveals changing consumer behaviour, travel habits and preferences of the Indian traveller. 

No less a person than Rajeev Kale, the President & Country Head – Holidays, MICE, Visa, Thomas Cook (India) Ltd., mentions that the inputs on, “Consumer sentiment will serve a key catalyst to our Teams in creating customized holidays and exceptional experiences.” These insights will help all travel suppliers to do the same. Some important points of this report: 

• Higher Spends: despite supply constraints leading to higher pricing, over 80% of respondents displayed an appetite for higher spends.
• Emerging High-growth segments: While multigenerational families (75%) and Couples/DINKS (62%) continue as strong segments, new segments include:
• Rise of Young India: Approx. 65% of India’s population is below the age of 35. Young India (millennials and Gen Z) form the new powerhouse for the sector with the highest intent to travel (95%). Concept of YOLO (you only live once) is driving travel demand
• Gen S: India’s Silvers/Seniors have significant disposable income post-retirement, are displaying high travel appetite (58%), especially for premium holidays.
• Experiences driving demand: 78% of respondents opted for experience-led travel to create memories of a lifetime with deeper exploration and distinctive local elements Vs. regular sightseeing: bucket list destinations/elements (65%); gastronomy (45%); outdoor-adventure-fun (50%); culture and history (30%)
• Surge across domestic and international travel: While only domestic holidays were preferred by 40% of respondents and only international by 66%; a significant 90% opted for both.
• International tourism is witnessing a strong resurgence. Despite visa challenges, Europe is a clear favourite preferred by over 46% of respondents led by Switzerland, France, Spain and Italy. Long hauls like Australia with end-to-end digital visa processes are seeing an uptick of 20%. USA continues to face visa challenges and was selected by 8%.
• Sustainability: 30-35% of respondents are becoming more mindful of the environment/local communities

Use of OTAs

According to a survey by Rakuten Insight on online travel agencies (OTA) conducted in June 2023, 53 per cent of Indian women had used an online travel agency. In comparison, 42 per cent of Indian men had used an OTA before.

Online travel agencies or online platforms commonly used are Booking.com, Expedia, Airbnb, Trivago, MakeMyTrip, Cleartrip,  Goibibo, Tripadvisor, Agoda, Skyscanner, Yatra, Thomas Cook, etc which offer a wide range of tourism services.

Some of the most prominent use cases for AI in travel and tourism

• Travel booking and planning 
• Revenue management
• Customer service
• Business finances and accounting
• Self-service technology
• Marketing and advertising

A report by McKinsey & Company highlights that modern AI analytics techniques are 128% more effective for the travel industry than traditional analytics methods. This is the highest rate compared to 18 other industries studied during the research. According to the same research, AI will likely bring the most value to the travel industry (around 400 billion USD) than to any other niche.

A few examples of AI’s transformative impact on travel in India:

• AI is instrumental in Analysing User preferences and buying history
  For example, Sabre Travel AI empowers airlines and travel allies with real-time insights into customer preferences, tailors offers based on individual interests, streamlines processes, and boosts revenue potential.
  
• Advanced Forecasting
  Through predictive analytics, AI enables companies to forecast travel trends, demands, and price fluctuations, allowing them to optimize pricing strategies and inventory, influencing customer purchasing decisions and travel planning.
  
  For example, KAYAK, a renowned travel search platform, harnesses AI and machine learning to tailor flight, hotel, and amenity searches to individual traveller needs. Furthermore, its AI-backed price forecast tool anticipates the potential rise or drop in flight costs. Larger online travel agencies, like Booking.com and Expedia, are using chatbots to provide customers with real-time suggestions, such as the cheapest flights available. Niche websites like Hopper also advise users on when to buy airline tickets to get the best deals.
  
• Enhanced Customer Service
  AI-powered chatbots and virtual assistants have revolutionized customer service in the travel industry.For example, Global hospitality giant IHG has unveiled an AI-operated bedroom to elevate guest experiences. Teaming up with Josh.ai, IHG employs natural language processing to interpret voice instructions, enabling guests to effortlessly ask for music, streaming services, and more. Expedia also launched its own plugin for ChatGPT so travellers can start a conversation on the ChatGPT site and then select the Expedia plugin, 

• Streamlined Operations
  AI helps in optimizing and automating various operational processes thus helping customer experience by reducing wait times and human errors.  For instance, TripAdvisor’s AI-driven voice tour initiative integrates virtual assistants, such as Amazon Alexa and Google Assistant, to provide an auditory-guided journey of selected destinations.
  
• Behavioural Insights
  AI analytics provide deep insights into customer behaviours, preferences, and sentiments, enabling travel companies to tailor their marketing strategies. Travel companies (such as airlines and hotels) use AI to predict customer behaviours (like flight and hotel cancellations). Similarly, booking platforms, like Airbnb (ABNB 1.67%), are tapping into AI to give travelers better, more personalized advice. Airbnb CEO Brian Chesky described his vision for AI at the company, saying it aimed to build the ultimate AI concierge.
  
• Data-Driven Decision Making
  AI enables the aggregation and analysis of vast amounts of data from diverse sources, aiding travel companies in making informed and strategic decisions. For instance, Platforms like MakeMyTrip and Yatra employ AI to offer personalized travel packages and real-time support to their users, influencing travel decisions and enhancing user satisfaction. The adoption of AI in the Indian travel industry is not only transforming business models and operational efficiency but is also reshaping consumer expectations, preferences, and travel behaviours, paving the way for a more responsive, adaptive, and consumer-centric travel ecosystem.
  
• Sustainable Travel Planning
  AI-powered platforms are helping travellers make more sustainable choices by offering eco-friendly travel options, accommodations, and activities. For example, Modern Indian travellers are turning to AI tools such as ChatGPT and Bard as virtual travel consultants to aid in their vacation planning. Notably, a traveller recently leveraged ChatGPT to craft a sustainable and nature-led vacation in Europe.
  
• Safety and Security
  AI technologies like facial recognition and biometric authentication are enhancing safety and security in travel, influencing customer confidence and travel decisions.
  
• Social Media Influence
  AI algorithms on social media platforms analyze user interactions and preferences to curate travel-related content thus influencing travel aspirations, and decision-making among consumers. Social media has changed how we plan and remember our trips. Now, instead of just sharing photos, people can influence where others might want to go.
  
  Some online travel and lifestyle influencers can make a place very popular, while a widely shared video can make a hidden spot famous. Plus, travellers can chat with locals easily using these platforms.
  
  This kind of personal recommendation on social media helps destinations get noticed more than old-style ads. By using specific hashtags, tagging locations, and working with popular influencers online, destinations can become more famous. If content is interesting, the social media platform shows it to even more people. Destinations can also create fun contests and events online, making travellers want to share their own stories.
  
  For example, many people learned about Iceland’s beauty through photos and posts on Instagram, which brought lots of tourists. Also, Airbnb used social media to show that staying in someone’s home can be cool. This made many travellers choose local homes over big hotels, wanting a special experience.

Which are the new source markets for Indian travellers? 

It’s also time to look beyond the main metro cities which are currently still the largest producers of travellers – Del, Mumbai, Chennai, Bangalore, Pune, Hyderabad, Kolkata, and Ahmedabad.

The upcoming business hubs lie in 2 tier cities. According to a report by Cushman and Wakefield, these are Lucknow,  Jaipur, Surat, Indore, Nagpur, Bhubaneswar, Vishakapatnam, Kochi, Coimbatore and Trivandrum. It follows that these new hubs of business growth will see an upward spiral of travellers both intercity and international outbound, so it’s good to target these Tier 2 cities along with the metros.

Booking.com reports a sharp growth in weekend bookings for alternative accommodation in top leisure and business cities such as Varanasi, Goa, Bangalore, and Delhi which are 4 to 5 times higher in 2023 than in 2022. While metropolises have remained top destinations, tier 2-3 cities like Varanasi, Coimbatore and Kochi are gaining popularity. Panchgani, Madikeri and Mt. Abu are topping the charts on growth for demand in 2023. The surge in demand for these unconventional destinations signifies a desire to transcend the ordinary.

Booking.com report also shares that Indians are increasingly looking overseas for their next vacation with new destinations like Vietnam, Indonesia and Nepal entering the top ranks. Increasing air connectivity, greater awareness, easier bookings and visa ease are facilitating this.

Leading global hotel chains are further expanding their presence into Tier 2 and Tier 3 cities such as Jodhpur, Dharamshala, Bodhgaya, Bilaspur and Coorg. Moreover, 70% of the upcoming branded hotel properties are also coming up in Tier 2 and Tier 3 cities like Kolhapur, Nashik and Puri.

What do guests from India expect from a trip to Germany and how can these expectations be met?

To substantiate, the Keynote address by Kamal Gill addressed the practicalities of meeting the expectations of Indian travellers seeking Sustainable travel experiences in Germany.

• Eco-Friendly Accommodations: Germany offers a myriad of eco-conscious accommodations, certified by recognized environmental labels. The Bio Hotels, for example, is a network of eco-friendly hotels committed to sustainability, offering organic food, waste reduction, and energy efficiency, providing Indian guests with sustainable living options during their stay.
• Personalized Travel Experiences through AI: Germany’s tourism sector is leveraging AI to analyze the preferences and behaviours of Indian travellers, thereby offering tailor-made itineraries, recommendations, and experiences, aligning with their specific interests and sustainability preferences.
• Sustainable Transportation: Germany’s well-developed and efficient public transportation system enables sustainable travel. Deutsche Bahn, the German railway company, offers eco-friendly travel options with substantial connectivity, enabling Indian travellers to explore the country’s landscapes and cities with a minimal carbon footprint. Electric vehicle rentals and extensive cycling routes further support green mobility.
• Cultural and Natural Preservation: Many regions in Germany prioritize the preservation of their natural landscapes and cultural heritage. The Black Forest, for example, offers sustainable tourism programs that enable visitors to experience the area’s beauty while contributing to its preservation. These initiatives resonate well with the Indian travellers’ growing desire for responsible and meaningful travel experiences.
• Eco-friendly Activities: Germany’s focus on eco-tourism offers Indian travellers a plethora of sustainable activities, such as hiking in environmentally protected areas, exploring UNESCO World Heritage sites, and participating in local eco-conscious festivals and events.
• Sustainable Cuisine Options: Germany is increasingly offering diverse culinary options with sustainability in mind, like farm-to-table restaurants and vegan eateries, catering to the varied and evolving palate of the Indian traveller, who is showing a growing preference for organic, locally sourced, and vegetarian/vegan options.
• Education and Awareness: Germany’s tourism board conducts educational programs and workshops on sustainable travel practices, enlightening Indian travellers on the importance of responsible tourism and providing them with the knowledge and resources to make eco-friendly choices during their trips.
• Utilization of Renewable Energy: Germany’s advancements in renewable energy and its commitment to reducing carbon emissions appeal to the eco-conscious Indian traveller. Many tourist spots, accommodations, and transportation options in Germany are powered by renewable energy sources, minimizing the environmental impact of travel.

In Summation

In summation, by seamlessly integrating the renowned attractions of Germany with AI, cutting-edge technology, and green initiatives, the nation can aptly address the desires of Indian visitors.

Germany possesses all the elements to offer Indian travellers profound, environmentally aware, and tailor-made journeys, thus establishing a worldwide gold standard in sustainable tourism.

Read more: News

This webinar will delve into the various nuances and personal perspectives associated with the concept of success. The discussion will cover how success can be defined in different contexts, such as the workplace, personal life, and overall life philosophy.

The speakers will also examine the societal and peer pressures that often shape individuals’ ideas of success and provide practical tips on achieving self-actualization. Join to gain insights on defining success on your own terms and discovering your true potential.

• Introduction: Defining Success
• The Nuances of Success: Exploring Different Contexts a. Success at Work: In an Organization, Independent Work/Creative Line b. Personal Life: Achieving Any Milestone, Physical Endeavor/Sport, Creative Project, etc.
• Philosophical Perspective: Quantifying Success in Life a. The Search for Happiness and Good Health b. The Role of Contentment
• Debunking the Myth of Money and Status as Yardsticks for Success
• Societal and Peer Pressure: How It Shapes Our Idea of Success
• Practical Approach to Self-Actualization
  • Setting Goals, Objectives, and Research
  • Self-Analysis, Planning, and Taking Action
  • Celebrating Small Successes
• Summary: Defining Success on Your Own Terms
• Q&A
• Closing Comment

Check out for more information: https://webinar.ashoksheoran.coach/

Read more: Video

Chaitanya Tuli

Speaking at the webinar, Chaitanya Tuli explained, ” Technology is revolutionizing the way we operate or manage our hotel operations. Advancements in technology, guests’ expectations post-pandemic, and perception of luxury have reduced transactional interactions. Our guests expect a seamless but contactless and safe experience and we need to leverage technology to remove friction points and create personalized experiences for modern travelers.”

Chaitanya Tuli graduated from IHMA in 2013; and went on to work with Leela Palaces, Hotels & Resorts as Management Trainee – Operations. Later he moved to Australia to pursue a Masters in Global Business Management in 2015. After completing his Master’s program, he began working as an Island Duty Manager and later Front Office Manager at Fitzroy Island Resort.

Currently, he is working at Pullman Bunker Bay Resort as Front Office Manager, managing Guest Services, Reception and Reservations.

Upender Rahsi

Upender Rahsi shared his thoughts at the webinar, saying, “The pandemic has given the hospitality industry a new makeover with more emphasis on health and hygiene. The world is adjusting to the “new normal” with contact-less check-in, check-out systems, digital concierge services and mobile friendly apps to ensure that guests enjoy their holiday experiences in a Safe and Sound environment. The advancement in technology and digitization has made life easier but has taken away the need for manpower and the very essence of human interaction.”

He went on to say, “It is often said that necessity is born out of adversity. The dynamic and ever-evolving industry of hospitality professionals has seen a huge pool of talent move to other sectors owing to the covid situation. The industry is still recuperating, looking out for the right skill set, making amendments to the existing system, adhering to safety protocols, adopting innovative strategies to meet guest expectations, and keeping the spirit alive within the team.”

Upender Rahsi emphasized, “Versatility is the need of the hour, and the looming pressures of the industry may sometimes bring out the juggler in you. And make one realize that you are not bound to front office responsibilities or departmental goals. Instead, you need to put on a cape and take on multiple roles to save the day. The front office team plays a similar role every day; they are like a battalion, ever charged, ready, and always on fire.”

The winds of change have brought about new developments in front office operations. Today, the team needs to be tech-savvy to deal with a smart group of holiday-goers and have straightforward solutions to address the most complex problems.

He added, “Times have changed, but the future of front office operations will always be bright because no one will ever forget that first impression; the smile, the warmth, and willingness to go above and beyond. And I believe that it will continue for a long time.”

With more than eight years of experience in the hospitality industry, Upender Rahsi is a frontrunner at Hard Rock Hotel Goa as the Front Office Manager. He began his career as a management trainee with Marriott Chakan and later moved to JW Marriott Mussoorie.

His love for music opened a new door to embrace, at Hard Rock Hotel Goa. A front office warrior by day, an event manager by night, Upi dons many hats working to achieve one common goal “Guest Satisfaction”, which is at the heart of hospitality.

Yohan Billimoria

Yohan Billimoria expressed pertinent perspectives at the webinar with, ” In the early days of the pandemic, due to lockdowns the entire hospitality sector across major markets experienced a sharp decline in occupancy levels. As a result, many hotels opted to earn revenue from ancillary departments by offering services such as Food Delivery, Laundry, Sanitization, and Hospitality-at-home services. Alternatively, some hotels became Institutional Quarantine Centers allowing them to earn revenue from the government and citizens. In addition, it helped them learn and implement various safety and hygiene protocols.”

He was clear in his opinion that, “In the future, as restrictions gradually ease and guidelines for domestic travel get streamlined, the industry is expected to experience an uptick in demand and in turn help all our peers in the hospitality sector to regain their jobs and earn their livelihoods.”

A proud alumnus of IHM-A, Yohan was selected into the Hotelier Development program by IHCL. He began his stint working with the Business Excellence team collating Best Practices from various IHCL properties and helping shortlist the top practices from the west region.

During his second phase of the program, he worked at Taj Madikeri Resort & Spa Coorg and Taj Palace, Delhi, learning and gaining cross exposure in various operations and ancillary departments. He joined the iconic Taj Mahal Palace, Mumbai, and continued learning and growing at the prestigious property during the specialization phase.

He credits IHM-A for teaching him the importance of networking, team building, and much more during the time spent at the campus.

Arzan Pawar

Arzan Pawar contributed his thoughts at the webinar, saying, “The pandemic disrupted the operations forcing the hospitality sector to make numerous changes to ensure the guests feel safe and secure whilst that they are comfortable. The entire sector showcased resilience and proved it could adapt to changes to keep the show running.”

Arzan Pawar is a newbie in the industry who began working as an Intern with Taj Fort Aguada Resort & Spa, During this time, he has learned and developed to a great extent about the brand standards, processes, and customer service.

Moderator

The webinar was moderated with dexterity by Zamanjit S. Parmar, Assistant Professor – Information Management Systems.

A Master of Personnel Management and Bachelor of Hotel Management, a trained hotelier, highly committed to quality in process management, Zamanjit is a certified trainer credited for his long-term association and good deeds at IHCL.

Responsible for training young aspirants at Year 1, he ensures the highest standards of grooming and ethics required for Front Office professionals.

After an assignment in data analytics and MIS, his industry insights in operations management skills are a learning imperative for future professionals to be equipped with the highest levels of confidence.

Key Takeaways summed up by Zamanjit S. Parma on the Webinar on Front Office Futures 2.0

• Technology has emerged as a critical differentiator in the current context as guest needs have evolved and require contactless and user-friendly technology-enabled products and services.
• Its impact is visible with changes in standard operating procedures wherein personal interaction has been replaced with contactless solutions for check-in and check-out processes.
• Moreover, many operators and owners have embraced technology-enabled solutions for products and systems across various interfaces to facilitate a seamless and friendly guest experience.
• And lastly, due to lockdowns and various restrictions, managing the workforce became an important priority and the industry focussed on training and development activities and achieved efficiencies from a productivity and cost savings perspective.

More: Webinars

Speaking at the webinar Abhas Saxena said, “Beverages in India have come a long way in the last decade. It is significant to understand the importance of evolving consumer cultures to develop a beverage program for any institution. In the pursuit of understanding today’s consumers, one realizes product innovation and its roots. Staying abreast helps to remain relevant in the market and create sustainable programs.”

A proud alumnus of IHM Aurangabad from the class of 2009, Abhas Saxena has spent the last decade donning several hats in the discipline of Food and Beverage, He is among the very few beverage professionals in India to be certified as a sommelier from the Court of Master Sommeliers, Europe. In addition, he won the tenth edition of the Indian Sommelier Championship and has been affirmed as the best sommelier in India by various publications.

Currently, he is working as a Sales and Marketing consultant helping various Alcoholic beverage companies to drive consumer engagement initiatives and forming strategic partnerships with hospitality organizations. 

“Wine education won’t necessarily sell wine, but it gives you a reference to selling wine.” – Apurva Gawande.

She continued, “Having a charismatic personality and a flair for the subject is a crucial requirement when working on the floor. However, having sound knowledge of beverages, in this case, wines will enable you to upsell wines by narrating a story, suggesting alternatives, creating your own pairings, and training team members! All of which eventually leads to higher sales.”

Apurva Gawande pointed out, “The second important thing to remember is that education is rarely free. There is an urgent need for well-educated, direct marketing proficient staff, managers, and leaders in all aspects related to consumer direct beverage sales programs. However, one of the biggest challenges we face in India is access to quality education at reasonable prices.”

She elaborated, “At Curated Wines, we aim to bridge this gap by providing customized courses to your requirement and getting you to experience a wider range of wine and wine styles. There is an urgent need for well-educated, direct marketing proficient staff, managers, and leaders in all aspects related to consumer direct beverage sales programs. Investing in education will always reap benefits in the long run, so don’t be scared to make that investment today.”

An alumnus of Le Cordon Bleu, Paris, and IHM – Aurangabad, Apurva Gawande is also a WSET level 3 holder and currently pursuing the final level of the Diploma program.  In 2015, she commenced her journey into the world of wine and visited various iconic and boutique wineries in France, this experience developed a desire to delve deeper into the world of wines by developing a thorough understanding of the production, geography, and markets worldwide.

As a certified WSET certified educator, Apurva Gawande has trained more than 300 people across the country. She has worked with leading hospitality organisations such as The Oberoi Hotels and Resorts, Taj Hotels, Palaces and Resorts, and educational institutions such as DICE, Don Bosco School of Hospitality studies, and many others.

In addition, her wine consultancy services include curation of luxury and bespoke events for corporates and HNIs in Mumbai and public speaking events, including a masterclass or an informal wine event for a select group of audience.  

Syed Asim Raza

Speaking at the webinar, Syed Asim Raza shared, “India consumed 6.5 billion gallons of alcoholic beverages and manufactured just 10 million litres of alcoholic beverage in 2020, with an average consumption of 5 litres per capita.” He added, “There is much room for growth in the alcoholic beverage import business, and to get into it, we need to understand the market gap and satisfy the demands of the market we are catering to while keeping costs in mind to create a great portfolio for distribution in the Indian Market.”

Another proud alumnus of IHM – Aurangabad, from the class of 2020, Syed Asim Raza began his career in sales and marketing for an Alcoholic Beverage import house known as Monika Enterprise. Currently, he is working as a Curator and an Educator with Indulge India. 

Moderator

The session was ably moderated by Arun Kumar Sharma, Assistant Professor – Food & Beverage Service.

A Diploma in Hotel Management, Catering Technology, and Applied Nutrition, Bachelor of Science (Hospitality & Tourism), Master of Science (Hospitality & Tourism) Level 2 Certified for Appreciation by the Wine & Spirit Education Trust, Arun Kumar Sharma has 40 years of experience in his domain and is an industry veteran.

From Bartender to Restaurant Manager and Banquet Manager, Arun Kumar Sharma has done it all for almost 25 years in Food and Beverage Operations across various properties inside “Taj Group of Hotels. He is an Assistant Professor at the Institute of Hotel Management – Aurangabad, India, and teaching in Culinary Arts at the Foundation and Intermediate level.

He joined the Taj group of hotels in 1985, and then in 2008, he moved to IHM-A and joined the teaching profession. He holds a First-Class M.Sc. Degree in Hospitality and Tourism Studies. His area of interest is Wine and Food, and he brings the Events Industry to life in the classroom.

Beyond the classroom, he is also responsible as an “Academic Librarian” and manages and promotes learning resources to users.

Key Takeaways summed up by Arun Kumar Sharma on the webinar on Beverage Basics 2.0

• One needs to have an in-built passion for aspiring to have a career in the Alcobev industry, and the industry needs a lot of young, energetic, well-educated, and charismatic professionals in the days ahead.
• Product innovation in the Alcobev industry is at its peak, resulting in products like alcohol-free wines, vegan wines, gluten-free wines, cider, mead, etc., in a way that is better and healthier for people to consume because consumers are nowadays becoming more conscious and aware.
• Sustainability as a concept: the Alcobev industry is pushed to take sustainable steps to be relevant in the current market. Being eco-friendly is the name of the new game.
• Conventionally, social media also plays a significant role in maneuvering the consumer’s mind to choose brands and types of liquor.

Read More: Webinar

Speaking at the webinar, Zarin Mirza, Chef and Culinary Expert, Ahmedabad said, “COVID 19 has changed the way the food business has been functioning all these years. People are more restricted to their known surroundings and refrain from stepping out to unknown territories. Known Brands are preferable and hold goodwill with people.”

She continued, “The lockdown paved the way for aggressive growth in the semi-cooled or ready-to-eat segment in the meals business. Restaurant businesses have seen a drastic change from dining into takeaway or deliveries; the ratio has turned around from 80:20 to 40:60. This also indicates that the consumer mindset has evolved, today’s consumer is aware of what they are eating, and preferences are quality-oriented.”

She was of the opinion that, “Cooking at home and people learning how to cook by themselves is a phenomenon that has made a strong comeback during this time, including people going back to their roots and opting to eat how our grandmothers ate. They want to learn regional cuisines and use locally available ingredients. People are more conscious about seasonal produce and have made changes to their eating habits. In addition, there is a sizeable audience interested in learning different world views and learning international cuisines.”

Further, she quipped, “Restaurants have consciously opted for Farm to Fork approach and are procuring directly from the ‘source’, allowing people to trace the ingredients in their meal to the geographical region and the farmer.”

She was of the belief that this change is a win-win for both the consumers and the farmers, where this practice will promote healthy eating practices and help create a better livelihood for the latter.

“As chefs, it is our responsibility to teach people how to use their traditional regional ingredients in their classic cooking style because If not, we will lose our heritage,” she remarked.

A proud alumnus of IHM-Aurangabad, from the class of 2005, Zarin Mirza began her career with IHCL as a management trainee and grew in the company to earn her stripes as a Junior Sous Chef for Masala Bay at Taj Lands’ End, Mumbai. Later, her career took her to places that included a stint at Pranav Joshi’s cooking academy as a Head Chef and as a Corporate Chef at Ahura Restaurants Pvt. Ltd. For TOMATO and DHOOM DHAAM.

Upon reflecting on the major influences which have impacted his journey in the culinary world, Dirham Haque, Executive Sous Chef, Four Seasons Hotel, Bengaluru shared that travelling to new places and trying out various cuisines on offer made him fall in love with food. He reminisced about his trips with his family to London, Warsaw, Baghdad, and other cities. He fondly recollected the Kibbeh and Kebabs from Baghdad and expressed his belief that “Iraq has arguably the most flavoursome food in the Middle-East.”

He further added, “In the years that we spent living in Baghdad, my mother mastered the art of Iraqi cuisine including finger-length dolmas stuffed with minced meat, rice, nuts, and spices all bound together with lemon zest.”

Speaking about recent developments, Dirham Haque, pointed out, “In the past few years, luxury dining and sustainable practices have strongly aligned, resulting in a synergy that has made clean eating preferable. Going locavore is a big trend, especially post the pandemic, and seasonal produce rooted in provenance plays a big part in the dining scene.”

He continued, “As the local produce received in kitchens is fresher and free from any harmful chemicals (pesticides), a clean flavour profile is expected. This has resonated with many discerning guests leaning towards wellness, who have further delved deep into their own versions of clean eating. Whether vegan, locally sourced or regional, we have dedicated a part of our menu offering to these at Four Seasons.”

Moreover, he felt that “Clearing toughest of hygiene certification audits gives us a sense of satisfaction. Not to forget, that this gives the best quality of food to our guests, with an assurance of our brand values. It can be a big reassurance to guests, and in the post-pandemic world, a certain authenticity too.”

He concluded with, “When fresh, locally grown ingredients are the lead stars of the show, there is little else to do in the dish, apart from letting it shine on its own.”

A proud alumnus from the class of 2008, Chef Dirham Haque’s career journey includes working with globally renowned brands: ITC Hotels, The Oberois Group, Jumeirah Hotels and Resorts, and Four Seasons Hotels and Resorts.

He is known for his own signature style and owes much of it to the Indian Kitchen and the Dum Pukht method belonging to the Mughal Empire’s Kitchens. He is a champion and practitioner of using local ingredients and farm-to-table produce for his preparations.

Speaking at the webinar, Vaibhav Arora, Executive Sous Chef, Renaissance Hotel, Ahmedabad stated that the services industry is known for creating memorable experiences and by trying to co-relate the growth and expansion of service-oriented organizations.

Vaibhav Arora is a champion of fusion food and tries to create unique experiences by understanding his audience and their taste buds. He draws inspiration from his travel exploits where he tries to imbibe and experience different cultures, languages, and experiment with local food.

He stressed, “Every experience must be looked at from a learning perspective where transparency and open communication act as key factors to understand the nuances and finer elements.”

Vaibhav Arora is an alumnus of IHM-Aurangabad, from the class of 2007 who has versatile work experience across domestic and international brands which include IHCL, Marriott International, and Hilton in India and U.A.E. He is known to be a diligent leader and competent in researching and evaluating the commercial potential of emerging food trends to drive sustainable growth.

Abhishek Botadkar, Director Food, and Beverage at RT Hospitality; Partner at The Cheesy Crust Pizzeria stressed, “No Matter how innovative or creative one would like to be – it is advisable to keep the flavours and authenticity intact.”

Growing up in a diverse community, Chef Abhishek Botadkar developed a wide palette for various cuisines, which came naturally to him at a young age. He was exposed to vivid flavors of Sindhi Kadhi, Gujarati Kadhi, Maharashtrian Aamti to Andhra Rassam due to his diverse family, which acted as a catalyst that brought him to this stage of life – ‘Flavors’!

Speaking of Modern Indian Cuisine, he remarked, “It is a rage that has grown over the past 10 years or more. The popular and fashionable trend has changed shape many times with various concepts from different Chefs across the globe adding their perspective to newer versions of Modern Indian Cuisine.”

Chef Abhishek Botadkar further added, “Some chefs believe that using an array of spices or herbs in a single recipe would enhance the flavours and tantalize the palette.” However, his experience with his patrons points towards a different expectation wherein they don’t mind experimenting for a bit, however, they prefer a meal that is light on the gut while enjoying subtle flavours.

After working with legends in the culinary world such as Chef Vineet Bhatia, Chef Ajay Chopra, and Chef Rakesh Talwar, he shared that “one lesson that has been deeply ingrained in him is the art of using minimal ingredients to understand each flavour.”

Moreover, he opined, “Modern Indian cuisine today is being driven by molecular gastronomy. For instance, a humble chutney has been converted into a foam and served over Chaat or a sphere of curd makes for a theatrical experience, but I am not sure if that will make anyone go back to dine at the restaurant.”

Speaking about the current scenario, Chef Abhishek Botadkar stated, “Restaurants are only allowed to function for a few hours, and so chefs have reworked their Menus and focused on curating small plates or sharing plates where portion sizes are smaller and priced appropriately, allowing guests to have a wholesome experience in a short span of time.”

Young dynamic and enterprising Chef Abhishek Botadkar is bustling with enthusiasm and innovative ideas and leads the team as Food and Beverage Director at RT Hospitality Group, working with Celebrity Chef Rakesh Talwar. Concurrently he is a Partner at The Cheesy Crust Pizzeria, with outlets in Mumbai, and Pune.

Chef Abhishek Botadkar is a proud alumnus of IHM-Aurangabad from the Culinary Arts & Management program. In addition, he holds a GMAP certificate from Starwood/Marriott International and has trained under Michelin Star Chef Vineet Bhatia.

His work experience includes stints at ITC Grand Maratha Hotel, the famous F Lounge Diner Bar- an F TV & Westin Hotel Association, Gurgaon, a brief time at The Spare Kitchen, Mumbai, and an award-winning fine dining restaurant for two consecutive years. He has a flair for Modern Indian Food and has also had his share of experience overseas in the USA, Malaysia and Saudi Arabia where he was leading the kitchen brigade.

Chef Pramod Kesave, Associate Professor – Culinary Arts was the Moderator for the webinar Food Fundamentals 2.0.

He summarised the Key Takeaways:

• Going locavore is a big trend, especially post the pandemic, and seasonal produce rooted in provenance plays a big part in the dining scene.
• The service industry is primarily known for creating memorable experiences.
• People want to learn how to cook, they want to develop it as a skill which they can use and are interested in learning different world and authentic Indian cuisines.
• A recent trend is the use of vegetables in the form of a beverage or a mocktail.

With a Diploma in Hotel Management, Catering Technology, and Applied Nutrition bridging to a Master of Hotel Management, Chef Pramod Kesave started his career in 1993 with the Taj Group of Hotels as a Trainee Chef. He has held multiple cuisine operations positions in their hotels before moving to Cunard Sea Bourne Company on their luxury ship “M/s Caronia” as Galley Chef.

On returning to India, he re-joined Taj Hotels, holding the position of Executive Chef in Madurai, Kovalam, and Khajuraho. In 2008, he shifted to the Learning and Development function and soon became L&D Manager, being responsible for rolling out the Learning Management System, after which he joined IHM-Aurangabad in 2014.

A hands-on Course Leader to Culinary Arts students teaching them Food Production Operations and Contemporary Gastronomy, he strongly believes in practical skill development. His research interests are in Supply Chain Management and Ethnic Food Traditions. His doctoral research focuses on Logistics and Transportation solutions in the hospitality industry.

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Speaking about his experiences at the webinar, Chef Akshay Harwani emphasised, “The Freshness in Bakery product is what the customers look for and it translates to the real value for the price paid. Evolving in current times will set the base for a future course of action. It becomes vastly significant for a unit to use the correct recipe, right ingredients that are locally available, and adaptations based on the local palate – only then it becomes a correct mantra for optimizing your profit margins.”

Speaking from experience, Akshay Harwani quipped that the value proposition is directly co-related with the freshness of bakery and patisserie products. He emphasized that it is critical for a business unit to use the correct recipe and the right locally available ingredients to create adaptations befitting the local palate to increase market share and to optimize profit margins.

Chef Akshay Harwani and his family members manage Sweet, Savory, and Confectionary “Manohar Dairy & Restaurant” in Bhopal. He began his career as a Starwood Class Programme Intern at Westin Garden city, Mumbai, later he joined Theobroma, Mumbai as an apprentice under Chef Kainaz Messman to learn baking essentials and practiced his skill at her bakery.  

Chef Akshay Harwani pursued a diploma program in patisserie and bakery at the world-renowned Ferrandi, Paris, to add to his skills set. Later, he returned to Bhopal to help his family in scaling up the business.

Based on her experiential learnings, Shubhi Kumar quips that the most important aspect of being a Pastry Chef revolves around the 3 Ps – Passion, Patience, and Persistence. She suggested that the concept of ‘Made to order’ will benefit the home bakers in providing consistency and controlling wastage, as they are critical factors to a successful and sustainable business.

After graduating from IHM-Aurangabad, Chef Shubhi completed her internship as a line cook at Taj Campton Place, San Francisco followed by a diploma in French Pastry Arts from ENSP, Yssingeaux France. Later, she got an opportunity to work as an Intern with Miam Patisserie, Delhi. Over the years, she grew up the ladder to be responsible for the entire kitchen operations as a Sous Chef.

Chef Shubhi Kumar believes that baking is a form of self-expression and she cherishes every moment of it. She considers herself to be fortunate to be working with Chef Bani and learning from her constantly.

Speaking at the webinar, Rachi Gupta said, ”The baking trends to watch out for is healthy snacking and working with gluten-free and refined sugar-free alternatives to create a high-quality and preservative-free product. Plant-based diets are also catching up, and lots of cafes are now readily offering vegan options. While setting up a new concept, some key elements are finding your niche and doing market research to figure out what sets you apart from the competition and the USP of the product you are offering.”

Chef Rachi Gupta started her journey with bread as a love-hate relationship; she loved eating them but had a tough time baking them!

She is a proud alumnus of the Institute of Hotel Management – Aurangabad and Ecole Ducasse in Yssingeaux, France.

She learned and tested her mettle in the last few years by working in some of the greatest kitchens, including Pierre Herme, Paris and Azurmendi, a three Michelin star restaurant. Chef Rachi Gupta now spends most of her time on The Bread Bar, Mumbai, where she bakes every product with lots of love and care,

Moderator

Summing up the interesting session, Chef Anand Singh Marwad, Assistant Professor – Food Production put together the key takeaways for easy reference.

Key Takeaways

• The freshness of your product, training your current team members to update their knowledge base, motivating them and supporting in whatever they do in the best interest of your business are some of the key mantras of being successful in the baking business.
• It is essential to refurbish your product as per the local taste buds and local clientele.
• Refrain from a practice of imposing your techniques or arts that you have learnt in the industry but rather apply them to suit customer’s needs.
• If you want to survive the tough competition in the market, the quality of your product needs to remain consistent for the rest of your lives. If your product “X” tastes like heaven, it just tastes the same tomorrow, a year later and forever.
• To reduce your waste, come up with an idea of producing the “best out of waste.”

A Bachelor of Hotel Management & Catering Technology and Master of Hotel Management & Catering Technology, Chef Anand Singh Marwad has extensive experience in India and abroad handling the pastry production area, including at the prestigious Ritz Carlton, Greensboro, Atlanta training chefs for over 6 years.

Chef Anand Singh Marwad is with IHM-Aurangabad for 13 years. His focus area remains pastry and confectionery after having recently trained at Ecole Nationale Superieure de Patisserie, Yssingeaux, France under the aegis of the world-famous Ecole Ducasse. He is often seen sharing notes with visiting chefs from France and Denmark.

Chef Anand Singh Marwad contributes to the Global Cuisine module at the Honours level, Human Resource Management at the Intermediate level, and Food Production Operations at the Foundation level. He also essays the role of Year Tutor for Year 3 Culinary Arts.

His research interests are Technology in Hospitality and Sustainable Supply Chain Management having published three papers co-authored two papers on 6 Sigma application and Organic Food. His doctoral research is in the technology domain focusing on technology in food production and service operations.

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Speaking at the webinar, Tushar Abrol, Learning & Development Manager, IHCL – UP, Uttarakhand, and MP shared, “The changing times have forced all of us in every profession to think differently and operate differently. In the last two years, businesses that were agile and quick to learn and adapt were able to sustain themselves. We’re already in the thick of The New Normal World and if we haven’t yet realised what the new skills and competencies are, we are already out of the competition. Our industry has been quite receptive to this need already.”

He elaborated, “There are many examples that we could discuss on the call. Collaboration between the industry and the academic would only propel this effort further. Revision of curriculum due to shifts in priorities and processes, continuous connection and mentoring through modern modes of interaction, and new forms and sources of learning are just some ways to build this collaboration further for every stakeholder in this process. What we learned just a few years ago might not be relevant anymore – learn, unlearn and relearn!”

In his last role, Tushar was Learning & Development Manager with L&D Hub – Delhi & NCR. He has been with IHCL across multiple locations in India including Delhi, Mumbai, Jaipur, Bengaluru, Chennai, Dubai, and Gurugram.

He has over 15 years of experience in L&D, Operations, and Management Training assignments with sound exposure in the Front Office. He has completed his MBA in International Hospitality and Service Industries Management with General Management Specialisation from Glion Institute of Higher Education, Switzerland, also an alumnus of the Institute of Hotel Management- Aurangabad from the batch of 2005 and professional certifications from various leading institutions.

In his current role, among other areas, he is actively assisting Corporate L&D in strategizing, piloting, and rolling out initiatives for the entire group. He has worked on several projects around different properties of IHCL, including conducting career counselling programmes for schools.

He is a health-conscious person who finds peace in music and food and loves to explore the world. Spending time with family and friends is what makes him the happiest.

Aditi Deo, Learning & Development, eClinicalWorks Ahmedabad shared her belief that in the current learning environment, the capsule format will be more effective than ever. “Involving the end-users while doing the needs assessment and analysis will be a boon to the outcomes,” she said, adding, “Keeping the learning more experience-based with simulation for situations we encounter in our day-to-day lives will be an advantage.”

Aditi Deo continued, “Since there has been a created vacuum in the learning ecosystem due to an evident pandemic, we feel the need for hands-on experience will be more crucial to tackle the situation. We ought to give more weightage to OJTs and live projects to effectively activate the applied learning methods in the industries in general.”

She pointed out, “Millennials and Generation Z need to be engaged actively and empowered while curating the learning experience. Real-time projects and the ability to solve problems with a meaningful conversation with the senior management would help them thrive better. There has to be a balance in the curriculum to develop life skills, gamification, and tech & touch.”

Aditi Deo, Learning & Development, eClinicalWorks Ahmedabad is a proud alumnus of the Institute of Hotel Management- Aurangabad from the class of 2010.

Aditi’s career journey is a decade old and she has worked in a gamut of industries like Hospitality, Facility Management, Healthcare, and Healthcare IT. She is a firm believer in the adage that one is a lifelong student.

Her current stint in Learning and Development helps her cherish the journey of making a difference by doing her bit to bring out the best in people. Weekdays are about helping others unleash their potential while she gets blessed to be reverse mentored and weekends are about honing and polishing her skills.

Sanyam Saigal, AGM – L&D, Health Care Global Enterprise Limited, Bangaluru shred his conviction that “The holy grail of training lies in experience, engagement, and enablement. To achieve this, in the new normal, organizations must digitize how we learn and learn how to digitize. New technologies are not just ways of delivering the same content differently; they are avenues for people to absorb and learn differently as well.”

He was firm in his belief that L&D managers must develop capabilities to curate learning design and conducting learning interventions to manage the VUCA (volatile, uncertain, complex, ambiguous) multiverse of online learning and teaching.

 Sanyam Saigal continued, “From workshops on how to work from home, onboarding psychologists for mental health and wellbeing, seminars on stress management, multi-skilling programs, downtime extended weekends/virtual parties and offering allowances for employees to customize their office at home – companies that have garnered the competitive advantage of L & D and technology will be those that endure.”

He added, “While operations will continue to be the cabinet, organizations will have to kowtow to the crown – L & D for sustainable strategies. Without this confederacy, future-proofing and consequently survival would be inconceivable.”

Sanyam Saigal is a proud alumnus of the Institute of Hotel Management – Aurangabad who joined Oberoi Centre of Learning and Development (OCLD), Guest Service Management (GSM) program in 2010, he has worked in operations domains of Front office as well as Food and Beverage at The Oberoi, Mumbai. 

During his tenure in operations, Sanyam gravitated towards learning and development, opted for a shift in his career, and worked as a Training Manager at the Oberoi Amarvilas, Agra, and The Oberoi, Bengaluru. 

He has recently shifted industries – to Health care. He currently heads the learning and development for India’s largest oncology care chain – Health Care Global in the capacity of Assistant General Manager: Learning and Development. He is currently spearheading the introduction of a new Learning Management System at Health Care Global.

Rohneet Ahluwalia, Learning & Development Manager, ITC Grand Bharat, Gurugram commented, “The current environmental challenges have drastically impacted the way skills training is conducted in hotels. The diaspora of training elements have moved from physical to virtual, keeping in mind the current pandemic scenario.”

He pointed out, ” The dynamic nature of employment in hotels – moving from long-term employment to a shorter contractual basis has increased multi-folds, impacting the workforce’s quality. Zero to nil practical experience before joining hotel operations has created a gap in the overall skills being imparted at the institutional level vis-à-vis shop-floor reality. The holistic nature of training and its importance is in direct conflict with busy operations at the shop floor. Whether your organization is well-established or a brand new start-up, one thing you cannot afford to ignore is providing your employees with the best possible training you can.”

Rohneet Ahluwalia is  an alumni of IHM Aurangabad. He started his career with Indian Hotels Company Ltd. (IHCL) in 2010 as part of their Management Training Programme. Having dedicated 6 years to IHCL he then completed his higher education in the United Kingdom. Since 2019, he has been part of ITC Hotels as a Learning & Development Manager. In his spare time, he is a bibliophile and a cinephile and likes to collect obscure titbits of general knowledge.

Moderator

The interesting webinar was moderated by none other than the distinguished Dr Meena Sinha, Associate Professor – Management Studies & Head: Executive Education – IHM Aurangabad.

Key Takeaways

This panel discussion highlighted the importance of continued Learning and Development, which is more critical now as a talent management strategy.

1. It has to be more people-centric. It requires investing in training programs that improve productivity, wellbeing and culture.
2. While grappling with a shrinking workforce, one needs to hire and retain talent by upskilling, reskilling, and multiskilling for sustainable growth since the shelf life of career skills falls. Learning, Unlearning and relearning are the bottom-line to remain relevant. Strengthen companies for future disruptions by developing employees’ critical digital and cognitive capabilities, social and emotional skills, and adaptability and resilience.
3. Younger workers show a demand for long-term skill-building. Millennials and Zillenials want an easy-to-access corporate training model.
4. Design a multi-faceted continuous learning framework.
5. Plan Practical training in small bites-formal and informal with TNA creating simulatory and participative experiences keeping end-users in mind.

Overall, there should be a roadmap for lifelong learning to be better prepared for the VUCA world. We need collaborative partnerships for the new ecosystem. Training managers need to hone the role of career architects.

Dr Meena Sinha, Associate Professor – Management Studies & Head: Executive Education – IHM Aurangabad is a Bachelor of Science, Master of Science (Microbiology), Master of Arts (English), and a Doctor of Philosophy in Management Studies (Corporate Skills Application), Dr. Sinha has a total teaching experience of 24 years. 

Dr Meena Sinha, Ph.D. leads competence-building projects as Head – Executive Education. She has delivered a wide range of Soft Skills Development solutions across corporates like Garware, Greaves Cotton, Wockhardt, and many industries within the Chamber of Marathwada Industries and Agriculture Association.

Her work extends in the public domain across Nath Valley School, Cambridge School, and Poddar School. Recently Indian Oil Corporation and Maharashtra Police have gained from her training interventions. Institutions like JNEC, MIT, CSSIMS, SIPM, and a wide range of higher educations consult with her to develop training solutions. She is now responsible for developing bespoke training solutions for the industry.

At IHM-A, She is associated with the Personal Development Planning module at the Foundation level and the Research Project at the Honors level as the Module Leader across three research domains. In addition, she is actively involved with Organization Development projects for team enhancement and practices human development goals.

An avid researcher with a diverse pool of research interests across competence development and leadership practices in the hospitality industry, Dr. Sinha is also known for her Corporate Social Responsibility projects, the most prominent with Tata Trusts.

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Speaking at the webinar Deepanjali Lahiri, Operations Director – India, LedBy Foundation said, “Investing in people is essential now, more than ever. Cutting back on training spending has proven disastrous post the 2008 financial crisis and will prove to be the same for organizations with slashed budgets on people development. There are three elements organizations must understand to kick off their learning strategy – the Talent they have, the Talent they need, and expectations their Talent has of them. Then, work with a top-down approach to translating learning strategies”.

She added, “Finally, ensure that the learners are clear with “what’s in it for them.” And create “an organization that learns versus a learning organization” (this is what Visa stands by), i.e. making learning more intuitive and part of daily life.”

She further quips, “Here are a few of my tips – get the support of the leadership teams and let them be the flag bearers of learning policies, don’t have a very “head officey” approach to Training – involve everyone, work on a blended learning program that combines macro (trainer-led) and micro (bite-sized content) learning content.”

Deepanjali Lahiri is an experienced Project Management professional with 14 years of experience across IT, Retail, and FMCG. She has spearheaded large-scale business projects to establish strategic directions for companies in the growth and acceleration stages.

Deepanjali opted for a non-traditional career path; after completing her graduation in Hotel Management from IHM-Aurangabad, she quickly realized decision and direction-making task forces were her callings. She has a corporate career history of consistently improving brand and employer value propositions through seamless execution, governance, and continuous improvements. She has navigated her career journey with a “learn by doing” mindset since she didn’t have the traditional career trajectory one would expect from a Strategy or Project Management professional.

Deepanjali is passionate about working with organizations and individuals to create a seat at the table for those who need a voice of support. She wants to be a champion of change.

Bringing a focus on people development, Kanav Mata, Regional Head – Service DNA – India, South Asia and Myanmar, EHL Advisory Services stated, “To put it all in perspective, excellence in this world of people development and Training is highly customized according to clients and depends on their current situation and the outcome they want to achieve. We work with clients to help them define excellence in their world after assessing the current situation and then propose and execute high-impact learning solutions that support them in achieving their version of excellence.”

Kanav Mata is a Consultant based at EHL Advisory Services South Asia and Myanmar Regional Office, Delhi-NCR, India. As a key member of the Hospitality Advisory & Service DNA team, he is responsible for People, Process and Product development-related solutions for the hospitality and non-hospitality companies.

Using his varied experience in the Hospitality industry and Learning & Development, he designs and delivers end-to-end solutions with a clear and measurable output. He is also responsible for generating new business opportunities and providing various people development mandates on Behavioural Skills, Service Excellence, Personal Excellence and Leadership Skills (across industry verticals) in India, the Middle East and South Asia.

A graduate in Hospitality Management from the University of Huddersfield/IHM Aurangabad, he is a Train the Trainer, Trainer Mastery Class certified trainer, an Insights Certified Practitioner and a Certified Coach. He has also completed a course on Gamification from the University of Pennsylvania.

Adya Khandige, Manager – Learning and Development, The Taj Mahal Palace, Taj Mahal Tower, Mumbai stated that the Learning and Development team is the custodian of culture and people in an organization. She supplements her point of view by quoting an excerpt from a study conducted by Mckinsey, which mentioned that for an organization to be successful or not in Digitisation is mainly dependent on Organisational Culture and Behavioural challenges.

She continued, ” As influencers, we leverage technology to contribute to the companies need and want: automating processes that were time-consuming however added value.  Hotel stores going online (a retail experience for Departments), Barcoding for effective inventory Management, Data Analytics to customize experiences for Guests through Trust You and Colleagues with V Connect, predictive tools in menu engineering. “.

With a digitized mindset, Learning and Development can take on the new role of embedding a learning culture, customizing content, enhancing processes, moulding behaviour and culture to the organization’s needs.

She pointed out, “It is critical for L&D to adopt a collaborative approach with the entire cadre and to prepare all of them for the future. We are not Training Managers; we are Enablers and Influencers. We need to be convinced to bring in the change, and she prophesizes that “Maybe we would carry the Title- Chief Imagining Officers” one day.”

Adya Khandige has 17 years of experience in the Luxury Segment of Hospitality in Learning and Development, Cadre Building, mentoring, coaching and creating an environment to support diversity and inclusive mindset. She has worked directly with over 3000 colleagues across six hotels in both Luxury and Business Hotel chains and is responsible for driving learning, business and strategic interventions over diverse cultures in tandem with the company’s goals and initiatives.

She has enabled teams to learn, develop capabilities and build competencies at all levels, including 16 first-time General Managers, 100 first-time Heads of Departments and mentored 15 Learning and Development Managers for India, Malaysia, Africa and Australia. She has been instrumental in spearheading collaborative techniques that enable teams to ideate, generate, and implement ideas and fortify processes, ensuring qualitative product, greater operational efficiencies, healthier work environments, and Guest experiences.

To drive a greater focus on Guest Experiences and create a generational transfer of culture, she runs an initiative on the 300th episode started in 2014 called Recognising Excellence that led her to author a book of 200 of these stories that encapsulate the spirit, culture and pursuits of excellence. Apart from designing and building content for Junior, Middle and Senior Management she has recently worked on developing the Behavioural Standards for the new brand of IHCL called SeleQtions, along with 25 bespoke experiences for Guests.

Whether it is creating methodologies for colleagues based on experiential methods, learning through reflections, using positive influences to bring about change through stories, behaviour, or actively volunteering with Tata volunteering program -Proengage.  She has been recognized by IHCL  as well as FHRAI  and awarded as the best L&D Talent.

Piyush Adeshra, Learning and Development Manager, Grand Hyatt Goa was of the opinion that the learning environment has to be more inclusive, flexible, and understanding. “We have to extend genuine care in everything we do. The need of the hour is to dissolve the hierarchy for better reach to our employees. Involving mid-level managers and leadership committee will eventually inculcate the culture that will produce fruitful and impactful results,” he said.

He elaborated, “Hygiene re-enforcement training must be of top priority alongside leveraging technology to make online Training the best use. For example, at Hyatt, we are felicitating Global Bio Risk Advisory Council Certification post-pandemic that will enable all our associates to function in a way that is a bare minimum requirement to operate.”

He further added, “At this time, we need to look into emotional engagement with our colleagues at every level, be it Rank & File, Front Line, Back of the House etc. Just like rooms inventory, our emotions are perishable too. If not heard or understood at the right time, we lose personal connection. Two-way communication i.e. top to bottom and vice versa will help make every colleague feel safer and get their opinion heard.”

He asserted his view with the addition of findings from a survey conducted by Qualtrics:

• 65% of employees say that their company must listen to their feedback
• Turning feedback into action makes employees twice as engaged
• 70% of them are likely to stay longer
• 90% will be more resilient in the face of change
• We all have to extend a random act of kindness to all and have to focus on others more than yourself.

He later added a quote from his holiness Dalai Lama’s books: “If you constantly focus on problems, problems will focus on you”

Piyush Adeshra is an Alumnus of IHM-Aurangabad from the class of 2010.. Piyush began his career in Front office operations with Hyatt Regency, Kolkata and later at Hyatt Regency Chennai before switching to Learning and Development role with ITC Grand Chola, Chennai. His passion for driving culture and Training paved the way for him to head Learning & Development at ITC Grand Central, Mumbai.

In 2018, he accepted the role of Learning Manager with Grand Hyatt Goa. In August 2019, Piyush was presented with Goa State Top Training & Development Leaders hosted by World HRD Congress.

Anita Elavia, Assistant Professor – Accommodations Operations – IHM Aurangabad, who moderated the webinar, summed up the key takeaways:

• Current Talent in the system
• Future Talent that is required and
• Expectations from those Talent who are going to work for you

In the current context, service excellence holds a different meaning to different organizations. It is purely a customized option that needs to be dealt with as per the needs, current situation, and output you aspire to achieve.

Training Managers are “Enablers”. They are the catalyst force between present and future. Their role is to nurture the Culture & People of the organization to proceed to the penultimate goal of the change process.

It is not the load that breaks you down; it is the way you carry it! Right now, the need of the hour is to extend a random act of kindness to all our colleagues. Emotional engagement, two-way communication and a safer work environment will pave the way forward.

Anita Elavia, Assistant Professor – Accommodations Operations – IHM Aurangabad

Anita Elavia is an accomplished hospitality professional who brings an immense wealth of experience of over 30 years in the industry and academia. She is renowned for her expertise in Operations, Quality assurance, and Training, who was instrumental in uplifting the standards of departmental services. With her strategic acumen and leadership skills, she was involved in designing, delivering, managing, and monitoring training needs for the Orchid group.

In addition, she has also served as a Specialist-Facilitator Development for Tata STRIVE.

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Today’s Traveller joins hands with IHM- Aurangabad in this wonderful initiative “Thursday Talks at IHM-A in association with Today’s Traveller.” Listen in to the Webinar on Seeding Sales 2.0 – A Growth Imperative.

Participating in the webinar Pratyush Anand, Multi-Property Director of Sales and Marketing, The Westin Gurgaon and The Westin Sohna Resort & Spa, said, “In the last couple of months, the world around us has changed rapidly and we have had to adapt and become more thoughtful in the way we do things. As hotels reopen and the world begins to return to some normalcy, the one thing we know is that the definition of “normal”, as we knew it, has changed forever. Brands that can create meaningful offers that speak to guests’ needs will lead the way to recovery.”

He added, “During these unprecedented times, which came with its own learnings, one of the thoughts crossing every hotelier’s mind definitely is what to do differently to drive more revenue, and focusing on increasing ancillary revenues for sure is one way. From increasing competition to changing customers’ booking preferences, now more than ever, hoteliers need to ensure that they are maximizing all revenue-generating opportunities.”

Pratyush Anand pointed out, “There is a lot of pent-up demand for hotels and resorts — whether it is luxury or premium brands, there is a customer for every price point. For example, we see extremely high demand for our Westin Sohna resort and where there is high demand, our rates have not dropped. Also, in today’s always-connected and ever-competitive environment, where the majority of hotel bookings occur online, hotels must maintain a robust digital presence. Luxury hotels, typically with higher-than-market ADRs, need to ensure they tell a story that will entice guests to spend more.”

He continued, “I ensured I learn a lot and I always have admired people who are always eager to learn. If you see my body of work, you will realize that I have never restricted myself to any particular category of hotels – I have worked in a luxury city hotel, business hotel in the premium category, luxury resorts, wellness resorts, and not just in sales and marketing but across the food and beverage department as well. I have worked in different markets, from cosmopolitan metro cities to niche markets like hill stations.”

He ended with, “Learn continually – there’s always “one more thing” to learn! – Steve Jobs.”

Pratyush Anand, an Alumni of IHM- Aurangabad from the class of 2005, started his career with Marriott International in 2005 and has been with the organization ever since. In a career spanning over 16 years till date, Pratyush’s rich body of work includes long, successful stints at the Goa Marriott Resort, the JW Marriott Juhu, Renaissance Mumbai Convention Centre Hotel & the Marriott Executive Apartments, JW Marriott Mussoorie Walnut Grove Resort & Spa and Courtyard by Marriott Agra.

In his various property leadership roles, Pratyush has played a pivotal role in strategically leading the sales and business development vertical to drive revenue growth and catalysing the branding and communications efforts. As a recognition of his extraordinary performance, he was bestowed with the prestigious Marriott International’s President Circle accolade in 2011 and consecutively in 2017, 2018, and 2019. He was also awarded Sales/ Revenue Person of the Year, Upscale to Luxury- Leisure segment, at the Hotelier India Awards in 2015.

In his current assignment as Multi-Property Director of Sales and Marketing for The Westin Gurgaon and The Westin Sohna Resort and Spa he continues to transmit high motivation and energy to his team to orchestrate and execute impactful business, sales, and marketing initiatives to drive business as well as the positioning of the hotel and resort.

Speaking at the webinar, Shinjini Basu, Account Director National Sales – India and South Asia, Accor, said, ” The hospitality industry has been disseminated from pre-pandemic times to now, however, what we see today is a slow recovery shaping up. The overall occupancies and REVPAR saw steady growth in comparison to the same time last year across India, as the industry is better equipped and aware of the situation at hand.”

She added, “Technology and Data Integration will play a pivotal role in driving the entire transformation as we continue to entice the customer through the Hybrid Pricing model and Social Media influences. As we move towards a sales revolution, I strongly believe the role of salespeople will remain in-dispensable in the future and irreplaceable through BOT technology.”

Shinjini Basu is a proud pass-out of IHM Aurangabad from class of 2009. Shinjini has driven hospitality sales across various segments like Corporate, MICE, Airlines, Travel companies, Government Bodies, and Ministries over the past 12 years. She began her sales stint with the Taj where she got placed in Taj Management Trainee Program through campus placement. Further, she moved to explore opportunities with Marriott, where she was part of the Pre-opening Sales team at JW Marriott New Delhi, Aerocity, and was instrumental in the successful launching and running of the hotel in 2013.

In her current role, she is responsible for driving corporate sales for 52 hotels across 9 brands of Accor India & South Asia and driving the RGI & EBITDA of the entire group.

During the lockdown, Shinjini published her first book called “New Normal- The Future of B& B Disruptors” in Dec 2020, which talks about the paradigm shift in the B&B hotel business globally in the post-pandemic world. Driven by her passion for sales, she believes hospitality sales will continue to bring in many more curveballs and a 360 shift.

Varun Shukla, Senior Sales Manager, The Oberoi Dubai, pointed out, “For students just graduating out of college and wanting to join sales, they must understand that sales is a 24 hours job and hard work and perseverance go into it. Digital marketing is the future for hotels; hence students need to learn at an early stage. Develop reading habits, especially current affairs and financial markets, to have meaningful conversations with clients.”

He added, ” As for the market, it is going to be very challenging for the next 2 to 3 years; hence to survive and grow in such a cut-throat and competitive market, sales professionals must be always up to date with market trends, develop solid relationships with clients, be ready for multi-tasking skills required in hotels and be extremely quick & clear in responding to clients and sensitive to client needs. Be ready to sell anything that can sell in a hotel.”

Varun Shukla, A hotelier with 12+ years of experience in hotel operations and sales, He began his career in the hospitality industry as a Management Trainee with IHCL after graduating from IHM-A in 2009. He worked with the prestigious organization for 4 years in multiple properties, the last being Taj Mansingh as a Senior Duty Manager.  Later he transitioned to The Oberoi New Delhi and started his journey in Sales & Marketing. In 2015 took a step forward and moved to Dubai with The Oberoi Dubai and in between also worked at Sofitel Dubai Downtown before moving back to Oberoi Dubai as a Senior Sales Manager heading the corporate segment for the hotel.

Aashish Sharma, Senior Sales Manager – National Sales, Marriott International, stated,” I see the opportunities going higher and higher with the current demand in the pharmaceutical sector. The pandemic has surely slowed down the pace, but hotels in India are getting their chunk of businesses, however, the size has shrunk due to government protocol but there is no stop to it.”

Aashish Sharma graduated from IHM-Aurangabad in 2012 and started his career with the Taj Coromandel, Chennai, as a Management Trainee. Gained operational experience at the hotel, then decided to switch from operations to Hospitality Sales with the Taj Gateway Ummed Ahmedabad.

In 2015 he joined Marriott International and pursued his career with the Courtyard by Marriott Chennai, followed by his next assignment with the JW Marriott Chandigarh. In 2019 he grabbed the opportunity to lay the foundation stone of the National Sales Organization in Ahmedabad and currently continuing.

Dr. Anand Iyengar, Dean – Teaching and Learning – IHM Aurangabad who moderated the webinar, summed up the key takeaways:

• The pace of the business can either be good or, at times, slow, but it can never be at a halt, and that is the most optimistic thought we can carry forward in the future.
• Break-even is the key; the business acumen needs to change; the leaner we get, the more we have to be efficient to operate in given circumstances; hence multi-tasking becomes your crucial trait, among many others.
• You have got to survive before you thrive! It is all about sustainable business opportunities, which are of utmost priority right now. To stay, any business that comes your way is a business you need to deal with, you basically can’t pick and choose except acceptance.
• Though OTAs are still effective and driving 40-50% of the business for any individual properties in India in general, connecting emotionally with your guests is the prima facie for endless possibilities.

Dr. Anand Iyengar, Dean – Teaching and Learning – IHM Aurangabad

A Doctor of Philosophy in Corporate Governance, Masters of Business Administration (Finance), Masters of Commerce and Bachelor of Commerce, Dr. Iyengar holds multiple publications to his credit. He has authored Hotel Finance (2008) New Delhi: Oxford University Press, published in the International Journal of Revenue Management (2012), and developed white papers understanding the Role of NED’s in the Internationalization Process and Corporate Governance Practices of Global Hotel Corporations.

He contributes to the Strategic Hospitality Management module with a Business Finance background, equipped ably with a former role as Registrar overseeing Course Leaders at the Institute over the past 16 years.

Watch More: Webinars

Today’s Traveller joins hands with IHM- Aurangabad in this wonderful initiative “Thursday Talks at IHM-A in association with Today’s Traveller.” Listen in to the Webinar on Glorious GMs 2.0 – Leading The Way

Speaking at the webinar, Rahul Kargaokar, General Manager, Hilton Garden Inn, Lucknow, said, “People are the worst hit in this pandemic; many are minimum wage earners who had to be let go off and are struggling now. We must prioritize to re-hire the people who we let go during the pandemic. We are a people-centric industry – we work with people and for the people.  In the current circumstances, we are reducing contact as far as possible. It is not practical to expect delivery of a hotel experience without people connect.”

He pointed out, “Unfortunately, the hotel industry staff is not considered as front-line workers who should be prioritized for vaccination. When the pandemic first hit us, it was hotels that were used as quarantine centres for Indians returning home, and then again, when hospitals ran out of space, it was hotels that got converted into makeshift hospitals, yet no priority was given to hotel staff for vaccination.”

He added, “We implore upon people to show some sensitivity and empathy towards hotel employees – they are stressed, financially affected and severely short-staffed. Yet they try their level best to give you the same experience that you expect from a hotel, even though you are paying significantly lower rates than the pre-pandemic time.”

He concluded by saying, “At the end of the day, when our guests take a break to escape from their mundane lives, it is the hotel staff that facilitates your break by comforting you and taking care of you. But remember that these staff members have nowhere to go for a break from their daily life.”

Rahul Korgaokar, is a proud alumnus of IHM-A and Oberoi Centre of Learning and Development. Rahul began his career in the Department of Food and Beverage. He has worked with many leading hotel brands such as Oberoi Hotels and Resorts, Movenpick Hotels and Resorts, Marriott International, and Lemon Tree Hotels. He recently transitioned from being the General Manager at Aurika, Udaipur, to Hilton Garden Inn, Lucknow. 

Rahul is an avid reader, traveller, and self-proclaimed gourmand. He is a polyglot who can communicate in Hindi, Marathi, English, French, and German.

Rohan Kichlu, Head of Operations, Compass Group, Rohan was firm in his belief that “Finance is the new “heart of the house”, It is the pulse of the business and the nervous centre of the entire hotel eco system. It is everyone’s responsibility to work in the system to manage the finances really well. The onus now does not lie upon Finance or Revenue Managers anymore. Understanding Working Capital, Cash Flows, and Economic Balance is now extremely important to take key decisions in new market scenarios.” 

Rohan Kichlu is a proud alumnus of IHM-Aurangabad from the class of 2006 and continues to interact with their alumni and graduates very often across the industry.

He is currently Head of Operations at Compass Group India and looks after the foodservice and hospitality portfolio for varied clients in a large global account. His 15 years career includes his initial base with the ITC Hotels in Food & Beverage Service and Hotel Operations, a full-time MBA from Johnson and Wales University (Rhode Island), a short stint with HVS post the MBA and The Park Hotels as Director Food & Beverage before joining Compass Group as General Manager for Operations.

Karan Rahan, Deputy General Manager-Business Development, The Ascott Limited, Gurgaon stated, “Understanding market conditions such as commercial vs. leisure, per-diem driven vs. experience-driven, product-based luxury vs location/understated luxury, be experience-driven, social recognition vs relaxation, technology-driven vs. high touch is the new evolution to vouch for.”

Talking about development trends, Karan pointed out that “Over 50% of the inventory is coming up in tier 2 and 3 markets. The pandemic has undoubtedly impacted us, and the effects can be seen in long-stay and leisure markets.”

He further added, ” A changing scope of branded inventory, villas and homestays are taking over the luxury segment. There are more advantages in leaseback inventory than the existing one and have supplementary scope in asset management.”

Karan Rahan is a proud alumnus of the Institute of Hotel Management- Aurangabad and is from the class of 2010. A seasoned hospitality professional with a diverse professional background ranging from revenue management to consulting and development. Having worked in various locations within the country and different hospitality formats, he brings forth an in-depth understanding of hospitality markets, demand trends, brand viability, and investor returns for various hospitality projects in India.

Mehul Lodaya, General Manager, Upendo Hotels, Zanzibar, Tanzania quipped that “Stakeholders today are looking at a change in their management style in which they are more focussed on a sustainable, considerate and humble approach. They are motivated to rebuild and reassess their business model. And are now more involved with their business, looking at new business streams and methods of creating revenue, considering a new approach and ways to help the community by providing a sustainable platform that is beneficial to the business and the environment”.

He further added, “This helps support the bottom line and provides a more holistic and new business approach. Communication and expectation go hand in hand, which help reassure the stakeholder of the continued vision of their business”.

Mehul Lodaya is also a proud alumnus of IHM-A from the class of 2011. He comes equipped with extensive knowledge and experience within the hospitality sector for over 12 years. He has worked in independent boutique hotels to large luxury resorts in East Africa, which comprise Design Hotels of the World and Luxury Hotels of the World. As an approachable, hands-on, and passionate General Manager, he aims to create a collaborative team that follows the values and principles of respect and integrity within a working environment.

Dr. Satish Jayaram, Principal – IHM Aurangabad who moderated the webinar, summed up the key takeaways:

• Strengthen the communities so that they become sustainable units allowing them to build a future around them. Managing stakeholders means building great communities, which can be communities of respect, or co-dependence or for future sustainability. 
• Restructuring of the real estate investment trusts, markets and products are metamorphosizing into becoming experiential in nature. The silver lining in the current crisis is the Experience Economy which will help the industry to recover and resurge.  
• Empathy is important and a lifelong lesson for leaders and managers. They must support their staff and be with them in the current scenario.
• Conventional methods of analysing on the basis of ratios and percentages is the story of the past. The real cash in the till matters, Cash is king as it is the true indicator of the business performance.

Dr. Satish Jayaram, Principal – IHM Aurangabad

An alumnus of Cornell School of Hotel Administration’s General Manager’s Program and Indian Institute of Management, Ahmedabad’s Revenue Management Program, he has contributed to Curriculum Development as Subject Expert on AICTE’s All India Board for Tourism and Hospitality Management. He joined the Institute in 1996 after working in Hotel Operations for 7 years essaying various operations, marketing, sales, and revenue management responsibilities.

He currently teaches an Innovation module, known as a transformational experience for students. He has won the Best Faculty award over 4 years, alongside the Dewang Mehta National Educational Award twice in 2018 and 2019. The 8th World Education Congress recognizes him as 251 Fabulous Global Education Leaders. He now leads the Strategic Innovation Domain with a vibrant team of faculty members developing new research writing and incisive models with a signature passion and commitment.

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