Hemendra Singh Kushalgarh on The Claridges’ transformation: upgraded interiors, expanded F&B, and enhanced guest experience.
Lipla Negi
Q: The Claridges has completely repositioned itself in the national capital. What would you like to tell us about its new revamped identity?
A: The repositioning of this iconic property in the heart of the capital has been a transformative journey, driven by our deep understanding of the evolving needs of today’s luxury travellers. Our goal was to strike a perfect balance between tradition and a contemporary edge. We redefined the guest experience by upgrading the interiors while preserving the rich heritage that defines ‘The Claridges New Delhi.’ We introduced modern design elements and cutting-edge technology, while maintaining the timeless charm of our signature old-world hospitality.
We have made significant enhancements to the property, including the expansion of our signature restaurant, Jade, which now accommodates 90 guests, up from 45, allowing us to host larger gatherings and offer a more refined culinary experience. Additionally, our Cinqtuair spa has been upgraded to provide a more luxurious space for relaxation and rejuvenation, while our rooms have undergone comprehensive renovations to ensure they remain both comfortable and exquisite. Our transformation goes beyond just structural enhancements.
Q: With this renovation, how have you tried to ramp up your revenue and take profit beyond rooms, especially in the food and beverage (F&B) segment?
A: With eight F&B outlets on the property, we have created dining experiences that appeal to a broad range of taste palettes and preferences, not just for our in-house guests but also for the local visitors in Delhi.
The diversity of our outlets—from the rustic North-Indian flavours at Dhaba to the Mediterranean allure of Sevilla—helps us cater to different segments of the market, driving footfall from outside the hotel as well.
Besides, we have introduced chef’s tables, exclusive tasting menus, and special themed nights to attract food enthusiasts who want a culinary experience rather than just a meal. These initiatives allow us to offer premium pricing and create memorable, bespoke events that drive up both revenue and repeat visits. Furthermore, we have integrated our F&B outlets into the digital space more aggressively, ensuring online reservations are seamless and promoting exclusive offers through digital marketing. This helps us capture the growing number of diners who book experiences online and prefer personalised deals.
Q: What are the key areas where you have made a strong mark?
A: What truly sets us apart is our charming blend of culture, culinary, heritage, luxury, and personalised service. Housed in a beautifully restored building that showcases classic architecture, the hotel exudes historical elegance while offering all the modern comforts guests desire. The dedicated staff goes above and beyond to ensure every visitor feels truly valued and cared for.
With a focus on fresh, locally sourced ingredients, our eight F&B outlets cater to a wide range of tastes. For those looking to unwind, the wellness amenities, including a gym and spa, provide the perfect escape.
Located in the vibrant heart of New Delhi, The Claridges offers easy access to top attractions and business districts. Whether for social gatherings or corporate events, the hotel’s elegant spaces are designed to make any occasion special. All these elements come together to create an exceptional experience for discerning travellers seeking a home away from home.
Q: Who is your competitive set? And how do you aim to ace in your competitive set?
A: In the competitive landscape of luxury hospitality, the competition takes place with leading five-star hotels in the heart of Delhi. To distinguish ourselves from these luxury brands, we leverage our unique strengths and focus on the personalised experiences we offer to our guests. One of our key differentiators is the level of personalised service provided by our dedicated staff. At The Claridges, we take pride in anticipating our guests’ needs and delivering tailored experiences that create lasting memories. We aim to not just compete but excel in our competitive set. We are committed to ensuring that every guest who walks through our doors feels valued and cherished, making their stay with us unforgettable.
Q: What are your future plans? Where is your focus now?
A: Our focus is on sustaining and enhancing the legacy of the hotel as a premier destination in the heart of the city. Looking ahead, we are committed to elevating the guest experience through innovative offerings, personalised services, and continued investments in our facilities. Also, sustainability remains at the core of our values. We are actively implementing eco-friendly practices, ensuring we contribute positively to both our community and the environment. Overall, our plans centre on fostering a culture that prioritises excellence and guest satisfaction while continuously adapting to the evolving landscape of the hospitality industry.
“Housed in a beautifully restored building that showcases classic architecture, the hotel exudes historical elegance while offering all modern comforts.” – Hemendra Singh Kushalgarh, General Manager, The Claridges New Delhi
“We have integrated our F&B outlets into the digital space more aggressively.”
