Beyond opulence, meaningful and immersive experiences are crucial for luxury hotels to woo modern travellers, says Rohit Arora.
HT Bureau
Q: How do you see the growth and future of The Park New Delhi in this ever-evolving business environment?
A: The Park New Delhi has always been a pioneer in redefining luxury, seamlessly blending innovation, design, and top-notch hospitality. As the industry evolves, we continue to grow while staying true to our legacy, focusing on three key pillars—guest experience, sustainability, and digital transformation. We believe in creating personalised, memorable stays with thoughtful services, beautifully designed spaces, and curated dining experiences for our guests.
Sustainability is integral to our ethos, with initiatives like sourcing local ingredients, eliminating single-use plastics, and adopting energy-efficient solutions. We balance luxury with responsibility, making sustainability a core business value.
We are at the forefront of digital transformation, enhancing operational efficiency and guest experiences. With an integrated enterprise resource planning (ERP) and guest management system (GMS), we elevate digital engagement at every stage—offering a connected, personalised experience from booking to post-stay.
Q: Could you specifically pinpoint areas that set you apart within your competitive set?
A: Luxury goes beyond opulence—it is about offering meaningful, immersive, and personalised experiences. What sets us apart is our ability to cater to a diverse spectrum of luxury, from all-inclusive indulgence to accessible elegance.
As pioneers of luxury boutique hospitality in India, our flagship brand, The Park, has redefined personalised service and innovative design. This legacy is further elevated by The Park Collection, which curates exceptional stays in unique locales. Our commitment to premium luxury is exemplified by heritage properties like Ran Baas in Patiala and Lotus Palace in Chettinad, where history and modern comforts blend seamlessly. In the upper midscale segment, our brands—Zone by The Park, Zone Connect, and Stop by Zone, focus on vibrant design and flexible spaces. What truly differentiates us in the premium luxury space is our focus on experiential luxury.
Q: As the demand for business and leisure travel rises, how do you plan to cater to the needs of travellers?
A: The shift towards business and leisure travel or bleisure is reshaping guest expectations. At The Park, we have strategically evolved to meet the changing needs. Our goal is to ensure that guests can transition effortlessly between work and relaxation.
A key aspect of our approach is personalisation and immersive experiences. Modern travellers want more than just a place to stay—they seek curated, meaningful experiences. We cater to this by offering bespoke itineraries, tailored in-room services, and flexible workspaces that allow guests to maximise efficiency while enjoying a uniquely crafted stay. From energy-efficient technologies to local community engagement, we ensure that luxury and sustainability go hand in hand.
Q: What steps have you taken to keep attrition rate within manageable levels?
A: Retaining top talent is a priority for us, and we focus on three key areas—growth, well-being, and recognition. We invest in continuous learning, leadership development, and career progression, ensuring that employees see a long-term future with us. Regular training programmes, cross-functional exposure, and mentorship opportunities help them enhance their skills and grow within the organisation. Employee well-being is equally important—we offer wellness programmes, mental health support, and flexible work arrangements where possible. Besides, we also foster a culture of recognition and inclusivity, celebrating achievements, encouraging internal promotions, and maintaining an open-door policy for transparency.
Q: What efforts has your organisation made to improve sustainable practices?
A: Sustainability is at the heart of our operations. Our approach focuses on energy efficiency, water conservation, waste management, and responsible sourcing. Our measures to enhance energy efficiency include deploying energy-efficient lighting, heating and cooling systems, and smart technologies. Our commitment to sourcing local and organic produce has minimised our carbon footprint while supporting regional communities.
Q: What are the key priorities for successfully operating this ambitious project ‘Ran Baas the Palace?’
A: Ran Baas, originally the royal guesthouse within the 18th century Qila Mubarak, is meticulously restored to offer guests an authentic taste of regal Punjabi heritage, seamlessly blended with contemporary comforts. Operationally, we ensure that every detail reflects the palace’s regal heritage, from curated décor to bespoke hospitality. On the marketing front, we position Ran Baas as a destination for higher-income groups, luxury seekers, history enthusiasts, and event planners. Through targeted digital campaigns, influencer collaborations, and bespoke travel partnerships, we reach the right audience.
“We balance luxury with responsibility, making sustainability a core business value.”
- Rohit Arora, VP, North & Goa Operations and Head of Leisure Sales, ASPHL
We are at the forefront of harnessing digital innovations, enhancing operational efficiency and guest experiences
