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June 13, 2024
Hotels

Exclusive Interview from Lords Hotels & Resorts

Sudhir Jena

Sudhir Jena, VP Operations – Lords Hotels & Resorts

1.Tell us more about DNA of brand and the guest profile? 

We are a mid-market hotel segment. The midscale properties have a strong return on investment potential for owners. Financers find it more viable to develop for midscale hotels, primarily because midscale hotels are perceived as assets with a high return on investment and lower risk when compared to hotels in other segments.

They require smaller footprint in most cases. “From an operational point of view, midscale properties are expected to generate higher departmental profits leading to increased net operating income from the property

These properties also come without many of the frills found in upscale properties. The key objective of midscale properties is to keep the guest room design simple and practical while making it efficient for the limited manpower to service the rooms in the quickest and most economical way while maintaining the quality. The ethos is to “Deliver the best product and service that is expected by the customer at that price point”.

This segment guests are austere, and are cautious on the money they spend. They will spend more on exactly the things they need and refrain from splurging and are comfortable staying at a place where they get the value for money without compromising on their budgets.

2. Which are the most challenging guest expectations? 

The three most important expectations of guests in a hotel are Cleanliness, Comfort and Safety. Today’s customer can be classified as: The Demanding customer, The Indecisive Customer. The Impatient Customer and The Know-it-all Customer. Post pandemic staff recruitment and retention has become a major challenge due to the uncertainties and other lucrative career options. Hence it is prudent to invest on people development and upskilling them to handle the ever-increasing expectations of the customers.

3. How are your f&b and wellness offering structured?

The healthy eating and nutrition were one of the few sectors that saw a strong growth during the pandemic. Most consumers, want to bring significant changes in their lives and have been prioritizing wellness over the past few years. Today’s consumers are looking beyond the food. People are looking at an overall experience and not just about eating a meal. It’s about experiencing it, enjoying it, and creating memories. It’s about skilfully presented authentic food prepared with fresh ingredients, and served by interactive servers in a great ambiance enhanced by lively entertainment. Cooking is just as important to the food experience as meal presentation and eating.

We have our inhouse signature brand of F&B Outlets:

Blue Coriander: Multi-cuisine fine dining Restaurants, in an ambience and hospitality evocative of those golden times when every meal was a feast and every feast, a gourmet’s delight.

Lime Tree: Stylish Rooftop restaurants, offering authentic grills and some great variety of beverages.

Distil : Lounge Bar, stylish, sophisticated and no better place for a romantic tête-à-tête, glamorous parties or fashion launches. Serves a wide section of cocktail & alcoholic beverages, which one can savour with mouth-watering starters and sumptuous appetizers

L Café : 24 hours coffee shops, serving an  excellent variety of  fast foods, snacks and beverages, to enjoy tea, coffee & conversations.

Indulge : Cake shop offering a fine selection of breads, cookies and lip smacking cakes and pastries. One can also Indulge on puffs, quiches, pies and sandwiches

Manorath : Pure Veg Restaurant at our Pilgrim destinations for health, peace and spirituality .

Aleenta: Our Inhouse Spa, to relax, recharge and rejuvenate your mind, body and soul.

4.Which are the next properties in your development strategy?

We have several exciting openings lined up for the FY 23-24. We expect to open 7-8 new properties during the 1st half of the next Financial year in destinations like: Gangtok – Sikkim, Jaganath Puri – Odisha, Ambaji – Gujarat, Sumerpur – Rajasthan, Daman & Diu, and many more..

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