‘We’ve substantially reduced our water footprint’

Through digital transformation and sustainability, Novotel Imagicaa is establishing a new standard for excellence in the hospitality world. Under the leadership of General Manager Anil Chavan, the hotel seamlessly integrates cutting-edge technologies and eco-friendly practices to enhance guest satisfaction and operational efficiency. Also, by harnessing AI and data analytics, Novotel Imagicaa personalises guest experiences and streamlines operations, while its commitment to sustainability underscores its role as a leader in eco-luxury. Novotel Imagicaa Khopoli is a luxurious resort located near Lonavala and is nestled amidst the Sahyadri hills, offering a perfect staycation experience.

Digital transformation: Personalised experiences through AI and data analytics
Novotel Imagicaa has successfully harnessed AI and data analytics to enhance personalised guest experiences through innovative strategies and initiatives. Chavan talks about some specific examples and key digital transformation efforts that have significantly boosted guest satisfaction and operational efficiency, commenting, “We employ the ACDC (Accor Customer Digital Card) to capture and validate guest preferences. This enables us to craft personalised experiences for our loyalty members, ensuring that their initial visit is enriched with thoughtful, special touches.” He further adds, “Using the Trust You system, we collect and analyse guest feedback to identify areas for service improvement. Our Learning and Development team uses these insights to elevate the guest experience. Furthermore, we are upgrading to digital door locks through the Accor All App, replacing manual keys and streamlining the check-in process for a more seamless experience.” 

Commitment to sustainability: Eco-friendly initiatives
The hotel is committed to sustainability and has implemented several eco-friendly initiatives. A significant advancement in their efforts is their proactive water management approach. Chavan further talks about the significant advancement in their sustainability efforts saying, “We’ve implemented an advanced zero-water discharge unit that efficiently treats wastewater for reuse. Coupled with a rainwater harvesting system taking advantage of Khopoli’s abundant rainfall, we’ve substantially reduced our water footprint. Installing aerators in taps further enhances our water conservation efforts.”

The hotel has also eliminated single-use plastics, transitioning to biodegradable and reusable alternatives. This initiative minimises environmental impact and aligns with global sustainability trends. “In F&B operations, minimising food wastage is a top priority. Daily monitoring and waste segregation are meticulously managed, and educational posters in dining areas promote mindful consumption among guests. This reinforces the hotel’s commitment to sustainability,” he adds. 

A noteworthy initiative is the shift from plastic to wooden key cards, spearheaded by the Rooms Division Manager. This change has significantly reduced costs and environmental impact. Moreover, the engineering department has installed an EV charging station, supporting green energy adoption and responding to the growing demand for electric vehicle infrastructure.
He further says, “A highlight of 2024 has been the introduction of an in-house glass water bottle plant. This initiative has reduced reliance on market-bought plastic bottles, thereby cutting waste and enhancing guest satisfaction with eco-friendly practices. Novotel Imagicaa is also actively pursuing Green Key Certification, a prestigious recognition that underscores their dedication to a greener future.”

Expanding into new markets: MICE and weddings
Novotel Imagicaa has experienced robust growth in the MICE (Meetings, Incentives, Conferences, and Exhibitions) sector, particularly from key markets like Mumbai and Pune in Maharashtra and Gujarat. This growth and a burgeoning wedding market have driven the hotel's focus on expanding its facilities. Recently, the hotel added 15,000 sq ft of lawn space to accommodate the growing demand.

“Our strategy revolves around designing flexible and functional banquet spaces to cater to diverse event needs. Banquet operations have been pivotal, contributing significantly with MICE business accounting for over 63 per cent year-to-date. Novotel Imagicaa stands out in the Khalapur District with the largest inventory of 287 rooms and 35,000 sq ft of dedicated MICE space,” shares Chavan while talking about the MICE growth at Novotel Imagicaa.

The hotel’s ground-level banquet areas, with access to garden spaces, offer versatility for weddings, social gatherings and corporate events throughout the day. Strategically, the team actively engages with travel partners through roadshows and familiarisation tours across multiple cities, showcasing the hotel and theme park as a premier destination for meetings and events.

Continuous L&D: Empowering leadership
Chavan emphasises on the importance of continuous learning and development. To enhance the F&B operations, he says, “I had the opportunity to attend F&B revenue optimisation training, which helped me to increase the F&B capture ratio, covers and revenues that helped us to focus on Rev PASH - Revenue per available seat per hour.”

Chavan further comments, “At present, with the continued support of Accor leadership team & our owners, I have had the opportunity to enrol myself to the new Academy programme, Story Powered By Leadership, which would equip you to provide the skills to use story-based techniques to tackle a range of leadership challenges and deliver compelling message, influence people behaviour, build a better connect to gain a better insight and empowerment and communicate the business values.”

Strengthening travel trade partnerships
Travel trade contributes significantly to Novotel Imagicaa’s business, accounting for 41 to 45 per cent of the total business. The hotel, positioned as an amusement park destination with Imagicaa rides, attracts Pan-India travel trade partners. These partners sell staycation packages and consider Novotel Imagicaa suitable for hosting large weddings and corporate MICE events, thanks to its extensive facilities.

Chavan elaborates on the new initiatives being taken to empower their travel trade, “The sales team has built a strong rapport with travel partners in multiple cities and has been elemental in holding corporate and trade FAMs, showcasing the Hotel and Park as a leading destination to hold meetings and social functions. With an ongoing encouraging response from the clients, the Hotel recently expanded the outdoor lawns from 15,000 to 25,000 sq ft and even the Park has added multiple new rides which has supported the Hotel team to penetrate the business further.” 

Novotel Imagicaa’s embrace of unique and localised food and beverage experiences caters to the customised requirements of all segments, reflecting current trends and enhancing guest satisfaction. Through digital transformation, sustainability initiatives and strategic expansions, the hotel continues to set new benchmarks in the hospitality industry, delivering exceptional experiences to guests while driving growth and innovation.

Nikita Meshram

BW Reporters