Hospitality is an ever-evolving industry’

The Lalit Group has always offered a homely experience with a touch of luxury for their guests at every property around the country. Rocky Kalra, Vice President at The Lalit has more than three decades of experience in the hospitality industry. He shares with Urban Mélange a little more about The Lalit Group and his journey in the industry till now.

Q. Tell us about your journey with The Lalit till now?

My stint with The Lalit Group has been enriching and extremely satisfying. It has not only allowed me to grow professionally but personally as well. Under the guidance and support of the management I honed the skills to manage and lead the food & beverages and operations for all properties under the Group.

Q. You have been in the hospitality industry for almost 3 decades now, how have you seen it evolving over all these years?

Hospitality is an ever-evolving industry and has been increasingly seen in relation to enhancement in luxury quotient or extension of product oriented service. However the industry has undergone a sea change in the last two years of the pandemic. The processes are digitalised and hygiene protocols are the top priority. The trend towards digital and contactless services has gained huge momentum during the pandemic. Traditionally customer-facing services are being given an overhaul, thanks to the more widespread use of technology-assisted options, such as mobile check-in, contactless payments, voice control and biometrics.

Q. What is most essential for travelers today when they look for a hotel for their stay?

Just like 9/11 signaled a transformation in the airport security – health, hygiene and sanitization will be the new security in the post COVID age. Not only our choice of destination but also the types of trips have changed in the modern times. There is a renewed energy for short trips as people would want to take a short break. Touchless technology will also help build traveler’s confidence. AI-driven policy will make travel programs smarter.

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