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“Tech innovation, personalised experiences at forefront”
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Monday, 04 March, 2024, 08 : 00 AM [IST]
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 Spectra Hospitality Services is a leading player in the hospitality industry, dedicated to collaborating with domestic and international hotel operators, land and asset owners, investors, financial institutions, and real estate developers. Their commitment to excellence and extensive industry expertise positions them as the ideal partner to assist in conceptualising, developing, and operating high-performance hospitality and leisure businesses. The services by them mostly include consultancy, development and operations.
Navneet Nagpal, principal consultant and director, Spectra Hospitality Services, shares insights on the hospitality industry and talks about technology driven hotel services in an email interaction with Aanchal Chaudhary. Excerpts:
Describe the current landscape of the hospitality industry in India.
As a veteran in the hospitality industry, observing the transformation of the sector in India has been both fascinating and inspiring. The Indian hospitality industry is undergoing a vibrant transformation, driven by a revival in both domestic and international tourism, alongside significant technological advancements. Valued at US$24.61 billion in 2024, with a projected growth to US$31.01 billion by 2029, the industry benefits from a substantial increase in tourist visits, supported by successful vaccination campaigns and government initiatives like 'Heal in India'. This sector plays a pivotal role in India's GDP and employment, with the travel and tourism GDP poised for annual growth of 7.8%. Technological innovations, particularly in AI, are streamlining operations and enhancing customer service. However, the sector faces challenges such as labour shortages, necessitating innovative solutions in recruitment and operations. With a focus on health and wellness, and adapting to evolving consumer preferences, the Indian hospitality industry is set for sustained growth and global competitiveness.
What are the specific services offered by the company in the realms of consultancy, development, and operations for its clients?
We pride ourselves on delivering a comprehensive suite of services across consultancy, development, and operations. In consultancy, we delve into market research, concept development, and feasibility studies, ensuring that every project is both market-relevant and viable. Regarding development, our expertise extends to project management, alongside strategic pre-opening guidance to ensure a seamless transition from blueprint to operation. On the operational front, our focus is on enhancing efficiency and profitability through tailored management services. This holistic approach allows us to support our clients through every phase of their hospitality venture, from the initial idea to the complexities of daily operations, ensuring success and sustainability in the highly competitive hospitality industry.
What are the emerging trends in the hospitality industry?
The hospitality industry in 2024 is undergoing transformative changes with sustainability, technological innovation, and personalised guest experiences at the forefront. Sustainability is no longer optional; it's integral, with a significant shift towards eco-friendly practices as guests increasingly favor green accommodations. Technological advancements are revolutionising guest services, with AI-powered solutions, augmented reality, and voice technology enhancing personalised experiences. Furthermore, the industry is witnessing a surge in wellness-centric offerings, catering to the growing demand for health and well-being-focused travel. The rise of experiential travel is another key trend, emphasising unique, culture-rich experiences. Lastly, the digital transformation, including data analytics for customised experiences and the expansion of contactless technologies, reflects our adaptation to current health and safety expectations. These trends collectively signal a move towards a more sustainable, technologically adept, and guest-centred industry, shaping the future of hospitality.
How can technology enhance guest experiences in hotels?
Technology is a pivotal factor in elevating guest experiences within the hospitality sector, offering unparalleled efficiencies and personalised services. Automation streamlines operations, from automated booking confirmations to integrated housekeeping and maintenance schedules, significantly reducing staff workloads while meeting guests' expectations for swift, seamless interactions. Contactless services, including check-in and check-out, enhance convenience, allowing guests to utilise their devices for various interactions, thus minimising wait times and elevating satisfaction. Digital communication channels like sms and WhatsApp facilitate immediate, tailored communication, enabling hotels to offer personalised services and promotions directly. Moreover, self-service options and cloud-based property management systems empower guests with control over their stay and provide staff with the tools for a friction-free operational environment. Together, these technological advancements redefine the hospitality landscape, making personalised, efficient, and satisfying guest experiences the new standard.
Elaborate on the company's approach to collaboration with domestic and international stakeholders in the hospitality industry.
We adopt a uniquely collaborative approach, engaging closely with a wide range of stakeholders within the hospitality industry, both domestically and internationally. Our strategy is centered around forging strong partnerships with hotel operators, landowners, investors, and real estate professionals to transform visionary projects into profitable realities. By meticulously bridging the gap between initial conceptual planning and the final stages of operational optimisation, we focus on significantly enhancing revenue streams and increasing the asset value of projects. This method ensures that the projects we undertake not only meet but also surpass their business objectives. Our commitment to collaboration is a testament to our dedication to driving success across diverse projects within the hospitality and leisure sectors, showcasing our ability to adapt and thrive in varying market conditions and cultural landscapes.
How can companies use social media to engage with hotel guests?
Hotels can significantly enhance guest engagement and brand visibility through a blend of organic and paid social media strategies, tailored to meet both short-term and long-term objectives within a specified budget. Initiating with a content calendar provides a foundation for a consistent and captivating online presence, showcasing stunning visuals of amenities and local sights to attract potential guests. Engaging the audience with interactive elements like contests and giveaways, alongside timely responses to comments and inquiries, exemplifies unparalleled customer service.
To extend reach and bolster brand visibility, collaborating with influencers or travel bloggers is a strategic move. This, coupled with encouraging guests to share their own experiences using a designated hashtag, not only enriches the online community but also garners valuable user-generated content. Exclusive offers and insider tips on local experiences further personalise the journey for guests, making the hotel's digital presence both engaging and informative.
Incorporating live video tours and behind-the-scenes content offers a unique perspective, inviting potential guests to virtually explore the hotel’s authentic charm. A strategic mix of organic content, showcasing the hotel’s story through reels, videos, and immersive photos, alongside targeted paid campaigns, can lead to a significant return on ad spend (ROAS), with our experience showing potential returns of approximately 10x. This balanced approach ensures that hotels can effectively market their product, achieving revenue-focused goals and building brand awareness simultaneously.
What challenges has the company faced, and how were they overcome?
The primary challenge we faced in our journey wasn't related to business operations but rather to finding the right people. To overcome this, we initiated a strategic overhaul of our hiring processes, placing a strong emphasis on both the technical abilities of candidates and their alignment with our core values and vision. We adopted a more holistic approach to recruitment, prioritising the importance of a supportive and dynamic workplace culture that supports continuous learning and growth, we've been able to attract and retain talent that resonates with our ethos. This focus has enabled us to attract and retain talent that resonates with our ethos, fostering an environment that emphasises continuous learning and growth. Navigating the complexities of the hospitality industry with our team as our strongest foundation has been instrumental in our success.
What role does sustainability play in shaping the future of the hospitality industry?
Sustainability is pivotal in shaping the hospitality industry's future, addressing critical environmental, social, and governance (ESG) aspects to forge long-term value. It's about managing resources efficiently, minimising waste, and promoting responsible tourism. This shift towards sustainable practices is fundamentally driven by the urgent need to combat climate change and align with the growing consumer demand for environmentally friendly travel options. Moreover, sustainability extends beyond environmental considerations, encapsulating social responsibilities such as community support and labour standards. As we move forward, the industry is setting ambitious carbon reduction targets for 2030 and 2050, recognising that decarbonisation is not only a necessity but also an investment with significant returns. Engaging with sustainability is crucial for building customer loyalty in a world where preferences are increasingly leaning towards greener choices, especially post-pandemic. Thus, sustainability is not just an operational strategy; it's a core principle guiding the hospitality industry towards resilience and relevance in a changing world.
How important are collaborations and partnerships for companies in the hospitality sector?
Collaborations and partnerships hold paramount importance in the hospitality sector, serving as a vital catalyst for growth, innovation, and market expansion. Through strategic alliances, like the successful case of Corfu Beer, companies can transcend traditional market boundaries, sharing resources and leveraging mutual strengths to achieve shared visions and objectives. These partnerships often aim at economic empowerment and can significantly extend tourist seasons, diversifying the market appeal and enhancing the overall guest experience. By collaborating, entities in the hospitality sector can provide added value to their services, tapping into new audience segments through joint marketing initiatives and innovative offerings. This synergy not only enriches the customer experience but also fosters a competitive edge, highlighting the indispensable role of partnerships in driving forward the success and sustainability of businesses within the ever-evolving hospitality landscape.
What are the future plans for the company?
We are charting a focused future, honing in on specific verticals, services, and tourism types to redefine hospitality excellence. Our roadmap emphasises wellness, with ongoing projects like wellness retreats in Coorg and Pune. In parallel, we're expanding our footprint in the private membership club sector across India and pioneering mixed-use developments in Katra, blending residential, commercial, and leisure spaces seamlessly.
Our service portfolio is diversifying. We're enhancing our white-label management through partnerships, like with Sobralia Hotels in Namchi, and spearheading the pre-opening of a new property in Mcleodganj. Our expertise in asset management for branded hotels continues to strengthen, and we're building on our core competencies in concept development and feasibility studies to set new industry standards.
Pilgrim tourism represents a significant focus, illustrated by our recent facilitation of a brand tie-up with Marriott. We're delving deep into experiential stays, as seen with the launch of Glamp Wilderness, a glamping resort in Bangalore, and our sustained success in managing boutique properties, including Baale in Goa and the upcoming Sere Resort Goa.
Our strategy is clear: to solidify our position as a multifaceted leader in hospitality by focusing on wellness, unique experiential stays, and boutique properties, while continuing to innovate in services and tourism offerings. This vision propels us toward a future where we are synonymous with exceptional, distinctive hospitality experiences.
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