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Indian hospitality par excellence, says Dinesh Khanna
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Tuesday, 02 June, 2009, 08 : 00 AM [IST]
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Our Bureau, Mumbai
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 Dinesh Khanna, former president of Federation of Hotels and Restaurants Association of India (FHRAI) and presently executive committee member of FHRAI, and Executive Director, Eastern International Ltd and The Club, speaks to Food & Beverage News on Indian hospitality. The level of care and service provided in the hotel industry is exemplary and one will not get this unique service anywhere else in the world, says Khanna.
What's meant by hospitality? Can you define it in Indian context?
The various facilities provided in hotels can be termed as product services. But the actual experience accompanied by genuine care and concern is what I call hospitality.
Indian hospitality is legendary. The maxim of hospitality in India has crossed generations and is not only learned but truly believed by each individual. Because the home is a reflection of an Indian family's life and pride, most go to great lengths to make a visitor feel comfortable and secure. Accordingly, Indian hospitality is a reflection of our home, culture, country and the warmth of Indian people.
Westerners are often overwhelmed when they are witness to the overflowing generosity and warmth of Indian hospitality and this is reflected even in the Indian hotel industry.
When we talk of hospitality, what comes to mind is the care and courteous services in the hotel industry. How do you rate our hospitality services in comparison with services abroad?
The level of care and service provided in the hotel industry in India is exemplary. Pioneers like The Taj and The Oberoi Group of Hotels have set a benchmark which can be compared to international hotel chains. And other Indian hotel groups are not far behind at all.
However, what sets us apart is the genuine hospitality and warmth of the Indian people that serve in the hotel industry. It is simply incomparable and world travellers have appreciated and commended this unique trend that exists in the hotel industry in India.
According to me, innovative facilities, state of the art technology and personalised service are areas that will single us out and keep our reputation world class.
Tourism and hospitality are inter-related. Do you think that India attracts fewer tourists because of bad hospitality?
That is not true at all. I have travelled around the globe and have always been told that Indian hospitality is something that has to be experienced and commended.
What detracts tourists to India is the pathetic state of our infrastructure. The roads, airports, railways need a complete facelift. Technology in this area is at least 20 years behind time and the pollution, long commuting hours and the chaos add to the frustration of tourists. Western tourists are used to excellent travel connections and infrastructure in their countries so it becomes very difficult to consider a hassle free holiday/travel.
We also need to promote and market our exotic country as a holiday destination. Tourist attractions and sight seeing should be made safe and easy to access.
These I think are some deterrents to attract people or tourists to India.
What is the role of food & beverage in the hospitality sector?
Food and hospitality go hand in hand in the hotel industry. One cannot exist without the other. And in India we have to offer a choice of the diverse Indian cuisine, the continental and the fare from the Far East accompanied by a wide choice on the wine list.
The key to success here is creativity and innovation. Chefs have to please the local palate and constantly experiment to keep the cuisines authentic yet palatable resulting in customer loyalty.
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