"Micro markets will become key throughout"

To sustain in the on-going crisis, the hospitality industry reinvented itself. How do you see the future of the sector moving ahead?

I firmly believe that in the hospitality industry, we need to constantly reinvent ourselves according to the needs of our guests and to stay ahead of the game. The hospitality industry did go through an unprecedented challenge last year, but we see that those who were not overwhelmed by the situation and swiftly understood the new rules of the games being the need of heightened hygiene precautions, introduction of drivecation packages, employing new technology and innovative experiences managed to emerge victorious in the prevailing crisis. 

Also, it's welcome news that vaccine availability for the general public is just around the corner and the rate of infection is steadily going down in India so we can look forward to return of pre Covid times soon. But as there is still time for the vaccination, this year too properties within comfortable driving distance and Luxury properties will continue to rule the roost.

Going forward what is your outlook and strategy for Roseate in 2021?

We are looking for management opportunities in 2021 and have planned to add atleast three to four properties every year via management contracts. We plan to add four more properties under management contract by 2023, two properties each in Himachal Pradesh and North Goa. There has been an upswing in hotel occupancies month-on-month especially with experiential destinations within driveable distances with highest safety standards and wellness have appealed to guests post lockdown to give them a respite from the mundane. People want to go to serene select locations such at The Roseate Ganges in Rishikesh with a clean environment where they can have their own time in the lap of nature.  We are also planning to add to our ‘Roasted by Roseate’ chic café and patisserie portfolio starting this year. 

In this revival phase, what strategies have you adapted to expand Roseate’s footprint?

We truly understand we are in the business of people and serving guests with excellent hospitality. The first lesson learnt from the crisis is about protecting people and their utmost safety. The second is about protecting the core business we are in and fortifying the same against future risks. Lastly, one needs to brace oneself for recovery.

Business on the other hand will continue as usual in this phase, and we will continue to look for owned as well as managed properties for expansion of our brand. 

We will revisit what we had left on the drawing board - from new projects to revamping old ones to making headway in the initiatives that were driven pre pandemic. 

The reliance on debt for new projects would be kept minimal as a means to keep the company risk immune in future. We will be more financially pragmatic in construction of new properties. 

What will be high on the agenda for you in 2021? What kinds of developments and challenges are you expecting in 2021?

Roseate Hotels & Resorts will continue to be on recovery mode and recuperate from the losses we bore during the lockdown phase and Government imposed restrictions to curb infection. Even presently our F&B outlets are operating at half the capacity. Another thing high on agenda, is reopening of UK markets where we have three of our properties in London, Reading and historical city of Bath. 

Micro markets will become key throughout. Domestic tourism within the country has always had immense potential and is picking up steadily with Indian travellers exploring staycation opportunities and experiences within their cities, driveable locations as well as destinations with easy connectivity.

How important a role will technology play in the hotels of the future? Please shed light on the company’s vision in same regards?

Technology will play an increasingly important role in hospitality.  In fact, Roseate Hotels & Resorts is the first hotel chain in India to implement across its six hotels in partnership with its sister company, Bird Apps, cutting edge technology. Under a new initiative ‘Care By Roseate’, touchless dining is an important concept. Here for dining, the guest while booking a table can see the menu and order directly. The Guest shares her location with the hotel so that the hotel staff starts preparing their meal while they are enroute to the hotel restaurant. The breakthrough technology has been with the live kitchen access app that enables diners to watch their food being prepared through a link at any point of time during the day.

Guests also have an option to add more items while they are enjoying their meal. While checking out, the bill comes on the App directly on which it can be paid via credit cards. To enable seamless, remote check-ins, “Touchless Check-ins” are facilitated in which all guest information is pre-registered.

All these will enhance guest experience making it more comfortable.

Anything you would want to state which we have not covered and which would be interesting for your fraternity and outside it to read, know and take home as a best practice from a learning standpoint.

As mentioned above, Roseate Hotels & Resorts is also looking at expansion of its private labels, essentially the in-house brands outside our hotels as standalone entities and franchises. These brands include Kheer, the traditional Indian luxury dining experience, ‘Mithai’, patisserie and savouries outlet ‘Roasted by Roseate', among others. The brand extensions will happen in both India and overseas. Last month, Roseate opened its first ‘Roasted by Roseate’ outlet (an extension of the chic patisserie stationed at Roseate House New Delhi) in Vasant Kunj Complex. More are in the pipeline in both India and UK.