Where Innovation Meets Excellence

The hospitality industry in India has seen a steady rise in homegrown brands over the past decades. These brands have made a quick mark, challenging global giants in the race for excellence. Espire Hospitality Group has burst onto the Indian hospitality landscape as envisioned by its late Founder and Chairman, Sadhana Rai. “Under her guidance, our flagship brand, Country Inn Hotels & Resorts, began its journey in 1993 with the opening of the company’s owned asset in Bhimtal,” shares Akhil Arora, CEO and MD, Espire Hospitality Group (ZANA Luxury Resorts and Country Inn Hotels & Resorts). 
 

Sharing the vision of Espire Hospitality Group, he adds, “These formative years cemented the bedrock of the group, instilling in us the core values of delivering heartfelt hospitality and fostering unwavering care for our colleagues. At present, we have 11 distinguished hotels and resorts, and we aim to double our operating hotels to over 20 by the end of FY26, continuing our journey of delivering unparalleled hospitality experiences.”

Zana - A Luxury Escape - Dhixuli, Jim Corbett

Navigating Challenges 

“The hospitality industry is, at present, undergoing a significant transformation where the meaning of luxury is changing, and it becomes crucial to understand the evolving guest expectations,” says Arora. He further elaborates that one of the biggest tests for any hospitality player now is meeting the growing demand for personalised, unique experiences in an increasingly competitive market. He adds, “We are focussed on tailoring every aspect of the guest journey. Our overarching goal is to redefine hospitality by seamlessly blending luxury, thoughtful experiences and personalised service.”
 

Arora says that the our industry is facing operational challenges due to attrition and rising costs. “We tackle these by investing in our people through intense training and development programmes, ensuring our teams are motivated, skilled and aligned with our brand values,” he says, also explaining how the Group addresses seasonality by adjusting their staffing during peak periods to maintain high-touch service and by curating enticing off-season packages that encourage guests to explore their properties year-round. 

Sustainability in Operations and Guest Experiences Espire Hospitality Group is committed to sustainability practices that provide their guests with a luxurious yet eco-friendly experience. Arora elaborates, “At ZANA Luxury Resorts, we use premium organic bath amenities, free from chemical additives, synthetic fragrances, petroleum, animal byproducts, sodium laurel sulphate, mineral oils, parabens and are cruelty-free.” Other sustainability practices include plastic-free dental amenities, with chewable tablets packed in a glass bottle and an environmentally friendly wooden toothbrush.

“We have on-site farms to source the key cooking ingredients that are used to create a delectable fare that is both indulgent and nourishing. We also use energy-efficient LED lighting to minimise our carbon footprint, as well as solar plants as our contribution towards saving the environment,” he adds.

Zana Forest Resort, Ranthambore

Strategies to Enhance Customer Experience 

“We are deeply committed to creating unforgettable experiences through a blend of personalisation, innovation and heartfelt hospitality,” explains Arora regarding the Group’s strategy to enhance customer experiences. Hospitality derives itself from customer experiences, Arora describes the brand’s philosophy, adding, “One of our core focus areas is to deliver our unique service philosophy ‘The ZANA Way’ – a philosophy that revolves around crisp service and crafting highly customised guest experiences, from bespoke pre-arrival interactions to our in-room check-in and check-out processes and distinctive on-site experiences. We go beyond providing a place to stay and actively engage guests with the unique surroundings of our locations. We aim to keep the guests engaged and connect them with the essence of the locale. This approach allows us to offer experiences that are as memorable as they are authentic.” 

Technological Transformation and Innovations 

Technological transformations and innovations are driving growth in the hospitality sector. The landscape has adapted to incorporate technological innovation and growth. Arora shares insights into Espire Hospitality Group’s adaptation of technological innovations, noting, “Technology has been instrumental in our growth and helped us offer more efficient experiences for our guests. For instance, we have introduced digital QR codes for various services, such as accessing menus, hotel information, and making payments. This touchless technology not only enhances convenience but also ensures a more hygienic, seamless guest experience.”
 

“Looking ahead, we see sustainability-focused technology such as smart energy systems and eco-friendly solutions playing an increasing role in operations. These technologies will not only enhance the guest experience but also contribute to a more responsible and sustainable hospitality model,” he states, expanding on the topic of technological innovation.
 

Expansions and Upcoming Projects 

“We are in an exciting phase of expansion as we continue to enhance our market presence in key domestic destinations,” states Arora. He elaborates on the expansion strategy of Espire Hospitality Group, “Our expansion strategy is multifaceted, aiming to offer new options for different travellers and market segments. Our forthcoming properties will span both ends of the spectrum, with ‘ZANA Resorts’ offering a luxury boutique experience for premium travellers, and ‘Country Inn Hotels & Resorts’ offering mid-segment resorts for the savvy traveller.”
 

“Our upcoming openings in the next two years include ZANA Luxury Resorts in Dehradun, Varanasi, and Ayodhya, and Country Inn Hotels & Resorts in Raipur and Lucknow. We’re in discussions with top international hospitality brands to launch our owned 150-key luxury property in Vrindavan, set to debut in early 2026. This new venture is set to redefine luxury standards in the city, establishing a new benchmark for excellence. At the same time, we are actively exploring new properties in vibrant locations, including Jaipur, Puri, Mumbai, Ahmedabad, Rishikesh, and Amritsar, under management, lease, and franchise models,” he elaborates further.

Zana Lake Resort, Udaipur

Trends to Dominate Hospitality Industry 

Arora shares his insights regarding the upcoming trends that will dominate the future of the hospitality industry, stating, “Over the next five years, several key trends will shape the hospitality industry as guest preferences and technological advancements continue to evolve. One of the dominant trends will be the increased focus on hyper-personalisation. Travellers are no longer looking for a one-size-fits-all experience; they want every aspect of their stay to reflect their individual preferences. We are already pioneering this approach through our service philosophy ‘The ZANA Way,’ where every interaction is tailored to ensure guests feel uniquely valued.”
 

“Guests are more health-conscious than ever, seeking not just relaxation but wellness experiences that nurture their mental and physical well-being. This will lead to the rise of wellness-centric resorts offering holistic experiences, including fitness, mindfulness, and sustainable living practices. Lastly, the demand for experiential travel will surge. Guests will seek immersive cultural experiences, and hotels will need to go beyond providing accommodation to offer curated, location-specific adventures,” he concludes.