Hotels And The Hospitality Industry Is Driven By Consumer Behaviour And Demand: Aseem Kapoor

India’s rising middle class and increasing disposable incomes has continued to support the growth of domestic and outbound tourism.

As per the Ministry of Tourism, foreign tourist arrivals (FTAs) in India increased 19.5 per cent year-on-year to 630,000 in May 2017. FTAs on e-tourist visa increased 55.3 per cent year-on-year to 68,000 in May 2017.

India's foreign exchange earnings (FEEs) through tourism increased by 32 per cent year-on-year to reach US$ 2.278 billion in April 2017, as per data from Ministry of Tourism, Government of India.

India is expected to move up five spots to be ranked among the top five business travel markets globally by 2030, as business travel spending in the country is expected to treble until 2030 from US$ 30 billion in 2015.

In an interaction with Franchise India, Aseem Kapoor, Area Vice President North West India and General Manager, Hyatt Regency Delhi, gives us insight about the hotel and hospitality industry in India.

Here are excerpts from the interaction:

Role of Consumer Demands in the Luxury Hotel Industry

Aseem writes, “Hotels and the hospitality industry is driven by consumer behaviour and demand. The needs and desires of guests have led to the development of trends in the industry to improve guest relations. With the number of travelers increasing substantially every year, the hospitality industry is catering to a diverse range of guests and with the advent of technology, people are drawn towards services that meet their technological demands. Thus, to keep up with these demands, hotels have adapted to these technological changes.

Additionally, consumers tend to go for hotels which offer exclusive experiences and a majority of them are loyal to certain brands. In order to earn the loyalty, hotels need to modify their offerings and change according to customers’ expectations.”

Factors Fuelling the Growth of Hotels and the Hospitality Industry in India

He adds, “Hotel and the hospitality industry have witnessed an enormous growth in recent years and are among the biggest employment generating source in the country. The key factors behind the increasing growth of the industry are the increasing number of millennial and corporate travelers and the food and beverage experiences. Hotels in India have started opening some of the best food and beverage outlets which showcase food by popular chefs from across the world.”

Trends in this Business

Aseem notes, “The hotel industry is constantly evolving these days. The future of the hospitality industry is connected to technology and its application as well as creation of personalised guest experiences. The evolution of technology continues to transform guests’ experience and enhance the overall hotel experience. Both customers and businesses can benefit from improved communication, reservations and guest service systems.

There also has been a noticeable shift in recent trends in room and hotel designs. At the Hyatt Regency Delhi, we combine design and functionality to present unique concepts to the guests. We also endeavor to make the experience of the guest less of a hotel’s and more like the feel of home.”