‘We create memorable  experiences for guests from across the world’

Sakal Times
Wednesday, 27 March 2019

DoubleTree by Hilton Pune, Chinchwad General Manager Aditya Shamsher Malla shares with Sakal Times insights of the hospitality industry.

Q: Please tell us how DoubleTree by Hilton distinguishes itself from other competitive brands in the segment?
 Th Hilton brand presents a legacy of hospitality built with a formidable vision and 100 years of creating memorable experiences for our guests across the World. The DoubleTree experience distinguishes itself even before arrival, right from the point of making your reservation and choosing your room on the Hilton Honors app. The DoubleTree signature warm cookie is served while welcoming you at the property signifying homecoming. The experience unfolds itself with every single team member, contributing to soft touches of warmth and care while you go about your day and relax in your room, or choose to enjoy fine dining experiences. DoubleTree by Hilton, Pune, is a special addition to the industrial landscape of Pimpri Chinchwad and has been providing guests with that much needed respite from the hustle and bustle of a city on the throes of commercial and infrastructure boom. Even as you complete your stay and get ready for your onward journey, the caring team members will surprise you with a fond farewell, leaving you with a compelling reason to return.

Q: Please share some insights into the hospitality industry in Pune and Maharashtra?
Pune is poised to continue its robust growth. Even with recent additions of various facets to the hotel inventory, and more in the pipeline, Pune remains the preferred destination for work and leisure. A vibrant food and beverage market here has given staycationers and guests from out of town a reason to either extend a business trip or return over a weekend to enjoy the throbbing nightlife.

Q: Please share how you collect customer feedback to check their satisfaction level and if so, what are the challenges in increasing customer satisfaction?
As a Hilton brand hotel, we focus our energies on ensuring our guests have a memorable stay. Guest feedback is an effective tool to know what we need to continue doing and where improvements may be necessary. While we have ears to the ground and follow social media sentiment about the hotel, we also have internal feedback mechanisms and the online guest surveys, which provide us with the necessary direction 
regularly.

Q: Following the increased competition in the industry, hotels are offering more services like spas, in house-entertainment and other facilities to attract customers. How do you see this trend?
With an evolving domestic economy and disposable income, along with lifestyle changes, Hotels no longer remain an aspirational product. A welcome break in the midst of a busy schedule or a relaxing getaway in a resort is sought after lifestyle necessities. So, as the reasons evolve, hotels to have evolved from basic bread and breakfast offerings to lavish lifestyle experiences addressing customer need at multiple price points and locations. Spas, unique F&B experiences, in-room entertainment, health and wellness experiences and technology are being pursued as a part of the hotel stay experience to address the needs of the new age traveller. 

Q: Indian customers are most concerned about their cuisines, how does DoubleTree assure the right magic to its customers?
We are fortunate to have developed our Hotel as a fine F&B destination over the past five years. While we have an award-winning Japanese restaurant ‘Miyuki’, which has been recognised as the best Japanese restaurant in Pune in the Food Awards three years in a row, our rooftop restaurant, ‘Level 12’, which serves authentic North Indian cuisine in an ambient setting bringing together the best of all that Pune has to offer. The year-round pleasant weather combines with other elements of nature - Agni (fire mashaals), jal (the rooftop swimming pool with cascading water) and vayu (the pleasant Pune breeze!) add to the mouth watering dishes, and ambient music.

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