In-depth travel and hotel stay tips from professional hoteliers
Ashish Kumar
General Manager, Hyatt Regency kathmandu
Ashish Kumar is the General Manager of Hyatt Regency Kathmandu. With an experience of more than 25 years in the hospitality industry, Ashish is working towards positioning Hyatt as an urban resort. Focusing on wellness and experiences, Ashish aims to set a new benchmark in the hospitality industry.
How did your journey in the hospitality industry begin?
I did my hotel school from the International Institute of Hotel Management in the year 1996-1999. And I completed my training at Oberoi Grand Calcutta. In 1999 after passing out, my journey started. I’ve been in this industry for more than 25 years now and I am enjoying it every day.
your favourite travel destination
From the work perspective, hoteliers are called nomads as they keep travelling at various postings. From the holiday perspective, what I really enjoyed and remember is Maldives. The pristine beach, and the sky, where you can be yourself. It’s a place that calms you and gives peace to the mind. It allows self introspection, relaxation and a break from your busy schedule.
your best hotel
From the luxury segment The Oberoi group tops my list. The attention to detail, the hospitality and the service are unmatchable. They set the benchmark in the luxury segment.
your best airline
Coming from India, I believe Vistara Airlines which is a tie-up of Tata and Singapore Airlines is the best because of its service, the conduct of the airline crew with the passengers, and the hygiene the airline maintains are applaudable.
Three tips to make your hotel stay better…
Defect-free room, proper food and beverage outlet, and intuitive service.
hacks every customer should know to get more value for their money
Every hotel with a good chain has a proper loyalty programme. One should try to understand the benefits of the loyalty programme and what are the deliverables. That’s how you engage and associate with the brand and have the maximum benefits.
Three skills that are a must as a successful hotelier
Task management, being empathetic toward your stakeholders, and eye for detail.
Why do you think hotels are still opening despite the pandemic?
We understand the worst has been withstood with the Covid19 pandemic Travelling has started both from the leisure and business perspectives. All the destinations are carefully looked at and experts are studying the feasibility of destinations. I believe the world is growing and the market is back to a new normal. Both the business and leisure perspectives in the hotel industry is growing. We wish to expand in the coming years very carefully and thoughtfully.
Pam Sakya Shrestha
Director of Sales & Marketing, Ace Hotels
Pam Sakya Shrestha is the Director of Sales & Marketing at Ace Hotels looking after Club Himalaya in Nagarkot and Hotel Ambassador in Kathmandu. A family owned brand that has achieved and earned four decades of trust and is especially known for serving the experience of local heritage and tradition. Being the third generation hotelier, her understanding of local and international consumers and the constantly evolving travel patterns has been an asset to the growth of the brand.
How did your journey in the hospitality industry begin?
My journey in the hospitality industry began when I was born into the Sakya family where my father is a second-generation hotelier. Growing up I never envisioned myself getting into the family business. I thought I’ll be doing something on my own or perhaps be in the development sector. But it was my father who saw the knack of connecting with people, talking to people and said “You’ll be perfect for Sales & Marketing.” In the beginning, I wasn’t sure, but over time I realised that I am good at it.
your favourite travel destination
I love travelling which I’ve been doing as a child and now as a mother, I make sure my daughter gets to travel. She’s been travelling since she was four months old. My favourite travel destination locally in Nepal is Nagarkot at the Club Himalaya Resort. The air, ambiance and everything about it are refreshing. Internationally, I love Italy. Its such a beautiful country, and culturally vibrant. But the evergreen destination where I can go over and over again is Thailand. I love the food, and the people. And it’s just a short flight away.
your best hotel
It’s very hard to pen one name. I love to try out different brands and I don’t prefer to stay in the same hotel twice. Because as a hotelier, it’s so important to experience other people’s products. Personally, I endorse the local homegrown hotels rather than the big chains. Honestly, I can’t think of a particular hotel because there are great hotels across the world. So, it’ll be unfair to name any particular brand.
A recent favourite
For many, hotel preference changes according to the phase of life. Being a mother, my hotel choice completely depends upon what my daughter will enjoy. So, I’d pick family-friendly hotels and there are many in Thailand. Recently we went to one in Thailand called SO Sofitel which is between Hua Hin and Cha-am. They have got the most amazing activities for kids. For now, it’s a favourite but like I said, it keeps changing according to my needs.
your best airline
In Nepal, it has to be Buddha Air. I love how it started as a small family enterprise and now has grown into a professional enterprise. The consistency is truly admirable. I think the airline business is a very tricky business and for Buddha Air to survive and transcend is truly praiseworthy. When it comes to international airlines, ironically it is Thai Airways. It had value for money, the service you got for what you paid was amazing. Unfortunately for whatever reason, they didn’t survive. Nevertheless, it was Thai Airways during its golden era.
hacks every costumer should know to get more value for their money
A very good hack that my husband taught me was to tip when you arrive not when you leave. This is something very interesting because my husband says, “Why should I tip when I am leaving. If you tip when you arrive, everybody’s at your beck and call.” Communication is key. Communicate directly with the hotel, even if you’re booking through an online booking platform or a travel agent. When you make a connection directly with the hotel, you get a better experience. We are in the business of delivering what our guests want. If you’re celebrating something, let them know because hotels want to go out of their way to make a great stay for their guest.
Why do you think hotels are still opening despite the pandemic?
Hotels in Nepal are mushrooming everywhere despite the pandemic. I think for one, the hotel industry seems very glamorous. Everybody thinks that you have got a beautiful building, you’re just sitting there, meeting people, enjoying your restaurants. People find it very glamorous, but let me tell you, there is a lot of blood, sweat, and tears that goes behind the scene. I have observed the trend in the Nepali business community of wanting that to extend their portfolio by owning a chain hotel. Lastly, it narrows down to long-term asset management as it grows over time.
Three skills that are a must as a successful hotelier
A friend of mine who wasn’t from the hotel industry asked me the exact question. He told me to give suggestions and I said, “Be nice to everyone at all times.” In the hospitality industry, it’s all about people, making them happy, serving their needs, and delivering what they want.
What do you love about your job?
When my father identified that I do love connecting with people, and organising things for people which comes very naturally to me, I think he was right. The best part of this job has been meeting with people and delivering happiness.
Varun Talwar
General Manager, Hyatt Place Kathmandu
What began as a default career path in Varun’s life has now transformed into a passion for the hospitality industry. With 18 years of experience, he has worked with Hyatt Regency for three years as the Director of Rooms and has served Radisson and Park hotels in India. In his recent role as the General Manager of Hyatt Place, Varun has a slightly new approach to the rule of working culture in the hotel industry.
How did your journey in the hospitality industry begin?
My journey in the hotel industry began by default. I come from a business family which deals in garments and had a factory in India. But my father was the one who kept on pushing me to do something different. And the only thing that came to my mind was hotels. Because some of my cousins were working for hotels like Oberoi and Meridien. That’s how it happened by default. I was supposed to go to Australia and do my hotel management studies but couldn’t due to intake problems. Hence, I stayed in India.
your favourite travel destination
In Nepal, it’s Pokhara, because it’s clean and refreshing. I like being close to the mountains and lakes that rejuvenate me from the hustle and bustle of Kathmandu. Internationally, there’s a small city in Germany called Ulm. A much laid-back destination that has a lake, river, and mountains which reminds me a lot about Nepal.
your best hotel
The best hotel across the globe has to be Hyatt. We have different brands starting off with Andaz, Grand Hyatt, the Hyatt Centric, etc. But the brand which I most associate with is the Andaz brand for its casual approach to guests, plus being in the city centre.
your best airline
I have travelled a lot. Apart from China and Japan, I have covered alomst every country. The best airline I’d say would be Etihad and Turkish Airlines because of their customer service. Once I lost my baggage in Turkish when I was going to Istanbul, and the way they handled the entire situation was excellent.
Three tips to make your hotel stay better
Usually, people say that hotels are a home away from home. It’s the opposite I’d suggest the guest to expect the unexpected. Because hotels now create experiences rather than just offer proper service facilities with food, bed and beverages. We try to go the extra mile for each and every guest that we cater to.
hacks every customer should know to get more value for their money
The best hack would be to book online from the official website instead of any online travel agent, because that’s where you’ll get the best deals. Another is celebrating birthdays and anniversaries and letting the hotel know about your celebration. You just need to tell the hotel and they’ll go the extra mile for you.
Why do you think hotels are still opening despite the pandemic?
Nepal is a travel destination and the flow of new hotels will be constant. For example, Aerocity in Delhi is famous for luxury restaurants, hotels, and architecture. When I started my career in 2004, as few as 8-10 hotels were built in the city. Hotels and airlines kept on getting adding and simultaneously the demand increased. With the increment in the number of hotels, Kathmandu will also see increase in market. Currently, there are hardly 5 branded hotels in the valley. The idea would be to increase this number whether it be Marriott or Hyatt or any other brand. Everybody wants to get into Kathmandu as soon as possible.
Three skills that are a must as a successful hotelier
Perseverance is key. Having an attitude of saying yes to everything is another one. And the third one is smiling all the time. I mean you might’ve fought with your wife in the morning, but when you meet with your guest, you got to have a smile on your face.
Santosh Kunwar
General Manager, KASARA RESORT
With a desire to do something different, Santosh Kunwar started his hospitality journey two decades back. Coming from an army family, Santosh loves interacting with people and exploring the world.
How did your journey in the hospitality industry begin?
I started my career in the hospitality industry in early 2003. I come from a military family background. My father served Nepal Army for 18 years and wanted me to become an army officer, however I wanted to do something different. As I enjoy interacting with people, nature and exploring the world, I joined the hospitality industry.
your favourite travel destination
Dubai has been my favourite destination. That is where I spent 12 years of my life and witnessed the growth and development of a city which is one of the most favourite destinations of millions of travellers across the globe today.
your best hotel
Armani Hotel which is located inside the Burj Khalifa, the world’s tallest towers.
your best airline
Emirates
Three tips to make your hotel stay better
(1)Research on the hotel prior to booking confirmation. (2)Get to know the unique features and offerings of the particular hotel. (3)Increase value with specials and packages.
hacks every customer should know to get more value for their money
(1)Enroll yourself for loyalty programmes in order to get more privileges and discounts. (2)Confirm your booking well in advance and avoid last minute bookings. (3)Find out about happy hours and special of the day or special nights that the hotel offers for in-house guests.
Why do you think hotels are still opening despite the pandemic?
Travels habits of people have changed and the demand for new hotels has increased and will keep increasing. Also a huge number of people love to travel as travel restrictions have eased, and there is a huge demand of brand new destinations that offer unique experiences.
Three skills that are a must as a successful hotelier
People management; interpersonal skills; planning and anticipation.
Shreejana Rana
Executive Director, Annapurna group of Hotels
How did your journey begin in the hospitality industry?
I started my journey in the hospitality industry in the 1980s. I enjoyed having vibrant discussions with people of different cultures and backgrounds and learning about them. I have always been a people’s person, and so I decided to try work in the hospitality industry.
favourite travel destination
Croatia is one of my favourite destinations. There was something about it that has just stayed with me. From the rocky beaches to the blue waters and the delicious food; maybe it’s because some parts of the Game of Thrones was made there.
your best hotel
I am not recalling the name but there is a hotel in Germany which was magical. The design, the food and the service were amazing.
your best airline
Internationally, I would say Qatar. The service and connectivity are brilliant. Domestically, it would be Buddha Air. It is always reliable.
Three tips to make your hotel stay better
For the hotel to make a stay better they need to focus on: personalised service, the quality of the food and focusing on guests’ feedback and comments. This will make all the difference to the guest’s stay.
hacks every customer should know to get more value For their Money
Membership points can really help a consumer get value for money.
Why do you think hotels are still opening despite the pandemic?
The pandemic brought the whole world to a standstill for awhile. In a way it made everyone reflect on what is important. Everyone has been affected by the pandemic in some way or another.
While travel was restricted during the time, I feel people came to realise that connectivity, travelling and exploring is wonderful for the mind, body and soul from both a consumer and business perspective. This is one of the reasons why hotels are opening despite the pandemic.
In Nepal, many hotels have stayed open because they are working with bank loans. Many have stayed open and hope that the tourist situation will improve.
Three skills needed as a successful hotelier.
– Vision- clear and strong vision about values and the road map
– Keeping up-to-date with current trends and customer demands
– Good service
Varun Rana
Architect & Director, Babermahal Villas
Varun Rana is an architect and the Director of Babermahal Villas. He specialises in the reuse and re-adaptation of existing buildings to fit modern and client specific functions. Branching out into hospitality with a small scale boutique hotel, Varun passionately preserves the history of the place.
How did your journey in the hospitality industry begin?
In 2013, when I came back after completing my Master’s degree, my brother paid me some amount to design a boutique hotel in this property we are sitting in. And that’s when we both joined the tourism industry.
your favourite travel destination
To be honest, I don’t think I have been to many places as I wish to. But till now, it would be Mongolia. My wife and I visited there for a week and it was by far the best trip. I had never seen such landscapes, the untouched history of Genghis Khan, and horses in the middle of Orkhon valley, it was just an unreal experience.
your best hotel
Apart from Nepal, Tintagel is a small boutique hotel in Colombo, Sri Lanka. And a small property on the coast called Taprobane Island. These two are my favourites.
your best airline
I don’t know, I love NAC.
Three tips to make your hotel stay better
I have a great team managing the hotel and I just feel that if you call the hotel directly in advance or while even booking, you’ll always get better deals.
hacks every customer should know to get more value For their Money
Planning. You got to plan in advance. Research and call the hotel directly. And in terms of small boutique hotels, direct communication always helps both.
Why do you think hotels are still opening despite the pandemic?
In Nepal, it’s the business that has been here for so long and is profitable despite a lot of turmoil. Nepal is a travel destination and I don’t think opening new hotels will ever stop.
Three skills that are a must as a successful hotelier
You should have an excellent team. We depend completely on our team. As an owner, you must have some sort of aesthetic and design sense to make the whole experience pleasurable. And accounts, you need to keep track of your money, one must know where it’s coming from and where it’s going.
Shusil, Manish, Dipesh ,& Nikita Adhikari
Rupakot Resort
Established in 2014 by Pushpa Raj Adhikari atop the majestic Rupa hill in Pokhara, Rupakot Resort is a
family-run business pioneering a trend for back-to-nature luxury holidays. Today the company’s portfolio is managed by the second generation of the family represented by Shusil, Nikita, Dipesh and Manish.
WOW spoke to Shusil Adhikari, Managing Director of the resort who is an economics graduate and driven to take the brand global.
How did your journey in the hospitality industry begin?
My father has been the major source of inspiration for me. He used to work for Soaltee, managed by Oberoi at the time, when he was my age. When he shifted from Rupakot to Chitwan and Kathmandu for opportunities, he landed in the country’s most renowned hotel. From then his drive and passion for the hospitality industry began. After that, he went to Belgium and started a couple of restaurants. Even though we were brought up in a foreign land from a very young age, my parents taught us about the Nepali culture and language, and since childhood, we were always close to Nepal. Moreover, our father built this visionary project in Rupakot and we just couldn’t let slip this opportunity. Now, after eight years of being in operations, the second generation is taking the lead at Rupakot Resort. Our team of new leaders consists of four members, my two siblings, our cousin and I. My sister Nikita is the Quality Assurance Director and my brother Manish operates as the Executive Director and our cousin Dipesh functions as the Finance Director of Rupakot Resort.
your favourite travel destination
In Asia, it’s Bali. I love the place because it’s such a versatile destination for tourists. From backpackers to millionaires, everyone can afford to travel the country and have the opportunity to experience the best of Bali. I was fascinated by the beautiful nature and especially the hospitality of the Balinese people, a very good example for us as Nepalis to learn from. Another destination would be Sevilla in Spain because of my love for the Spanish language and people. A city close to my heart and a place I’d want to own a house one day.
your best hotel
Marriott, because of how they have expanded and maintained their brand and services. I think it has a quality standard across the world.
your best airline
I used to travel a lot with Etihad. The airline offers Indian cuisine, one of my favourites and the quality is commendable. They have lots of sitting space which is something tall people definitely appreciate.
Three tips to make your hotel stay better
First, maintaining the ethics and principles of your hotel is crucial; second creating to sell an experience rather than just rooms is something that one should seek. Lastly, hotels are always run through people. Be kind to your employees and they’ll be kind to the guest which will lead to your desired delivery of hospitality.
hacks every customer should know to get more value for their money
People try to negotiate when they first arrive. Rather than negotiating prices down, I’d suggest is to ask for complimentary services in the hotel. This usually converts in more value for the customer. Another thing is being kind and gentle to the staff members, they’ll treat you with extra care.
Why do you think hotels are still opening despite the pandemic?
Honestly, the business agenda is always to make a profit and normally the hospitality industry is highly profitable. However, we’ve not been able to reach that level yet and understand the real potential of hospitality in Nepal. Our country needs to gradually improve its service standards and should brand itself better in the field of hospitality. From the consumer’s side, staying at a hotel feels like home away from home. The increasing demand from the side of travellers, be it for businesses or leisure has created this surge in the number of new hotels in the country. In the end, people are not hungry for food, they are hungry for love, so hospitality will last.
Three skills that are a must as a successful hotelier
Building public relations is crucial as you’ll be attracting potential guests. which is a form of highly effective marketing for the hotel’s growth. The second skill is to be able to understand the market. As an hotelier, we must be very sure of our set of consumers and trends. We should be aware of how to cater to our guests in an optimal way. The last skill, people management, is probably the most important one. People management plays a huge role in delivering the best that a hotel can offer. Because without great employees, you can never have a great hotel. You need to crack the manpower and the management thing, that’s the crux for building an everlasting hospitality
brand.
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