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“2023 will be the year where travel & hospitality industry is set on a rebound path”
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Monday, 10 July, 2023, 08 : 00 AM [IST]
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 Chalet Hotels Limited, a leading hospitality company, has elevated Stephen D'Souza to the position of associate vice president - cluster operations. He will be responsible for seamless management of Four Points by Sheraton Navi Mumbai-Vashi, The Resort Mumbai, and The Dukes Retreat in Lonavala.
Stephen D'Souza shares his views on the hotel industry, government policies and schemes, the hospitality industry, eco-tourism and more, in an email interview with Kimberley Almeida. Excerpts:
How would you describe the current scenario of the hotel industry?
According to industry reports, 2023 will be the year where the travel and hospitality industry is set on a rebound path. It has been observed that travellers are merging business trips with leisure trips, tapping the ability to work more flexibly from any destination in the world. The amalgamation of work and leisure combined with leisure trips and remote work opportunities has permanently altered the way guests have an outlook on the hotel property. This trend will extend to direct the hoteliers to adapt how we design hotel stay spaces and how customers interact with them.
Indian hotel chains showing better growth post-pandemic. Comment.
Indian hotel chains have shown remarkable resilience in the face of the pandemic, with many businesses adapting quickly to the new normal. The hospitality industry has been able to leverage technology to provide contactless services such as automated check-ins, contactless catering and room services, digital concierge facilities, as well as contactless payments. The industry has also been able to take advantage of the rise in domestic tourism, with many businesses focusing on domestic travellers.
Additionally, Government has provided financial support to the industry, helping to ensure that businesses remain afloat. This has enabled the industry to not only survive the pandemic, but to thrive in the post-pandemic landscape. As such, Indian hotel chains have been able to show better growth post-pandemic and are well-positioned to take advantage of the increased travel demand in the future.
How is the Indian hospitality industry transforming through innovation and technology?
The Indian hotel industry has been striving to adopt the latest market technologies, thus allowing guests to enjoy the uber-chic offerings. Technology continues to change the way hotels operate, conduct business, and interact with customers. The pandemic has triggered the need to leverage technology quickly and tackle the challenges. Several tech innovations such as electrostatic sprayers to sanitise guest rooms, digital keys, e-concierge, and e-menus aided the industry in dealing with the challenges of meeting new customer expectations.
At Four Points by Sheraton, Navi Mumbai, the iPad check-in and check-out system is an addition to the global digitalisation movement. As a part of the initiative to contribute to the plastic ban in the country, traditional plastic cards have been replaced with mobile keys. Tap to scan and order enables the guests to access the catering and room services of the hotel from the comfort of their room. To contribute to the evolving healthy lifestyle, a nutritious menu has been introduced supporting and presenting local cuisine.
How is revenge tourism boosting prospects for India’s hotel industry, post-Covid?
The Covid-19 pandemic has had an adverse impact on the hotel industry in India, with occupancy rates and revenues plummeting. Revenge tourism has been a major boost for India's hotel industry in the post-Covid era. As people look for safe and secure destinations to travel to, India has become one of the most desirable destinations. With its rich culture and diverse geography, India has a lot to offer to tourists. There has been a huge surge in bookings in recent months as people are keen to travel and explore new places. This has been a major boon for the hotel industry as it has enabled them to recover some of their losses due to the pandemic. Furthermore, with Government introducing various incentives and discounts, the hotel industry has been able to attract more tourists and boost their prospects.
Medical tourism and eco-tourism are growing in India and opening new prospects for business. Comment.
As per a report by the India Brand Equity Foundation, the Medical Tourism sector is predicted to increase at a CAGR of 21.1% from 2020-27. The Economic Survey 2023 highlights the rise of medical tourism due to the government’s initiatives such as the AyushVisa for medical tourists, the launch of the National Strategy for Sustainable Tourism and Responsible Traveller Campaign, the introduction of the Swadeshi Darshan 2.0 scheme and Heal in India. Tapping on to Navi Mumbai city which harbours the finest hospitals like Fortis Hiranandani Hospital and MGM New Bombay Hospital, to name a few, the profitability ratios of the tourism industry are heading towards a strong rebound in the coming quarter.
Give us your thoughts on different Government policies and schemes that are attracting inbound tourism.
The 2023 budget will have a significant influence on the tourist sector, increasing travel packages and making travel more expensive. This is a setback for tour operators that had planned to build up operations following the pandemic. Consumers will end up spending more, which will have a significant impact on travellers’ pockets, and they may opt for alternate cheap travel options, such as domestic travel.
As per the government's focus on developing 50 new tourist-friendly locations as announced in the Budget 2023, travel within the country will likely become even more popular. The hotel sector is supported by the government’s initiatives such as the AtmaNirbhar Bharat campaign. To sustain growth, hotel chains need to focus on providing quality services, while also leveraging technology to keep up with the changing customer needs.
What is the company’s long-term plan for sustainability??
We aim to leave no space untapped to be eco-friendly and sustainable and adapt to the latest and most environment-friendly practices.
What are the key factors that would differentiate your brand from the existing brands in the market?
Having a strong market presence for over 15 years, we have a great sense of understanding in terms of the market and its trends. Digitisation in the front desk and communication process for any food orders and amenity request is one of our key differentiators. Also, our hotel location offers the best connectivity in the city, which makes us preferred among the rest.
What are the company’s plans on future collaborations?
We plan to associate with companies and vendors who focus on and believe in sustainability and eco-friendly practices.
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