Iconic Addresses, Timeless Experiences
Celebrating its tenth anniversary this year, Roseate Hotels & Resorts are distinguished, design-led luxury hotels where exemplary service & hospitality take centre stage and where customers belong. Recently, RLI had the opportunity to liaise with Kush Kapoor, CEO of the company about the development of the business and the direction he sees it taking in the future.
Owned by parent company the Bird Group, the vision behind Roseate Hotels & Resorts is simply put, quality. Quality in whatever they do, both for their guests and their employees. Like the pink plumed bird they are named after, the Roseate name is synonymous with the eye-catching and the elegant.
Each of their design-led hotels, of which there are five in the UK and three in India, is a quiet reflection of its surroundings and with its own unique story, which is told through the architecture, the interiors, the design and the dining destination each hotel possesses.
What drives their operations is a warm, intuitive service that offers meticulous attention to detail, alive in a hundred discreet moments across every stay. Beyond their hotels, Roseate extends into co-working spaces, spas, cafes, a gourmet collection and destinations like ISKATE by Roseate.
“We are opening our ninth hotel this year, which is on course to launch in November and is about 70km from New Delhi, near the new Noida airport development. This 256-room, state-of-the-art hotel will be within walking distance of the airport terminal,” explains Kush Kapoor, CEO of Roseate Hotels & Resorts. “Alongside our hotels, we operate our café concept, Roasted by Roseate, the largest indoor ice skating rink in the country, ISKATE and our very first Indian sweet store.”
International expansion is high on the current Roseate agenda, with two to three new sites planned per year moving forward. Kapoor highlights that every new hotel will be an experiential and unique site, in keeping with their current portfolio, where no two hotels are ever the same in terms of décor, architecture and design.
While they consistently bring a freshness to their products, be this hotels, cafes, ice skating rinks or sweet stores, one thing that remains consistent is their employees, who all maintain a consistently high standard across their umbrella of activities.
When looking for new sites, location is top of the list. They look into the size of the land available, as they never intend to develop a hotel that features more than 300 rooms.
“Our focus is geared on the three E’s of Emotion, Experience and Engagement. So emotion relates to the emotions of both my employee and my guest and how we continue to effectively handle these. Second is experience, in what we deliver to our employees and our guests. The final one is engagement and how we continually engage both our employees and guests,” comments Kapoor.
With technology becoming such a pivotal part of the hotel experience, Roseate have introduced robots into their New Delhi hotel and in the hotel coffee shop. So these robots carry guest’s food from the kitchen directly to their room and deliver it. They have also unveiled robots that assist the front desk team during busy times with luggage management, taking luggage to rooms for incoming guests and bringing luggage from the room to the front desk for departing guests.
Alongside technology, sustainability is another key area for the business and they continue to innovate in this area. In their Delhi hotel, they generate their own water from the moisture in the air through solar panels and they have reduced the use of plastic bottles to a minimum. Even when plastic bottles are used, they are then converted and used for other uses. Across the board, nothing is ever just thrown away within Roseate’s portfolio.
As the conversation comes back to the well-being of their employees, Kapoor believes that if you take care of your employees, they in turn will take care of their guests. “For example, we do not have an office concept in any of our hotels. Even me, I do not have an office. We all sit on the same floor and we allow everybody to see what everyone else is doing, all working together as one integrated team moving towards the same goals.”
After ten years of operation and as the company is looking for continual, solid growth, acquiring the quality of manpower to match the quality of the portfolio is the greatest challenge facing the business. In the next 10 to 15 years, in India, Kapoor feels the hotel industry will be in a golden period. With tourism at its highest rate and with the youngest population in the world right now, he highlights this is the country to be in.
“As we look to the future, we will be launching our Roseate Academy, where we will develop our own manpower from a quality point of view, which will help us in the staffing department for years to come. However it is not just us this will help, it will also help other organisations, who can take manpower from our academies and assist in filling jobs for the younger generation that is consistently growing,” concludes Kapoor.
