Vincent Ramos Area Director – IHCL, Goa and General Manager – Taj Hotel & Convention Centre, Goa, speaks about his journey with IHCL, the new Taj Hotel & Convention Center, and his hopes for the upcoming tourist season.
Educational Background
I completed my schooling at Monte de Guirim School and graduated from the Institute of Hotel Management, Goa. Later, I studied Masters in Business Administration at one of India’s leading business schools S. P. Jain Institute of Management and Research, Mumbai.
What made you get into the hospitality sector? What has the journey been like so far with IHCL?
Being a Goan at heart, I had the natural flair to enter into the hospitality sector. IHCL has owned the hospitality industry for over a century and I feel privileged to be part of the team that has successfully placed Goa on the international tourism map and continues to be leaders in the Indian hospitality business. It has been over two decades since I joined this wonderful family, and grown from a Manager to an Area Director.
How will you describe the Taj Hotel & Convention Centre, Goa? How is it different from other properties in Goa?
Taj Hotel & Convention Centre is a gift by the Fomento Group to Goa. I can confidently say there is no other hotel like it in the State. Goa required a Convention Centre facility- it is now fulfilled with the introduction of Taj Hotel & Convention Centre. The State is now equipped to host conventions at this splendid property. Located on a hillock with splendid views of the sea, offering signature hospitality, encompassed in an architectural marvel, Taj Hotel & Convention Centre is an experience like no other. I can describe it as one of the finest convention resort in Asia, as it has the best vistas. If one were to go to the terrace or in any of the room balconies, the panoramic views of the magnificent Arabian Sea, Zuari River, Mormugao Harbour and Vainguinim Beach mesmerizes into a picture perfect backdrop.
What is ‘Tajness’ all about?
‘Tajness’ is ingrained in each of us at IHCL. It is the art of hospitality, crafted to perfection. Taj is built on a legacy, one that manifests itself in a feeling, one that has existed for over a hundred years. A feeling enriched through care, warmth and a strong sense of nobility. In short, Tajness is the soul and a mark of assurance of IHCL’S authentic Indian hospitality, with an added comfort of safety, hygiene and physical distancing.
In the light of the pandemic, what precautions are being taken by the hotels?
As the world steps into the new normal, the spirit of Tajness stands reinvigorated, driven by the supreme importance it places on the safety and delight of its guests.
Keeping the well-being of IHCL’s guests and associates at heart, enhanced and exacting safety protocols have been developed in accordance with the norms laid down by World Health Organization (WHO), Food Safety and Standards Authority of India (FSSAI) and the Government of India. IHCL has also partnered with leading organisations and experts in the domain of safety and hygiene to share best practices and to source high-grade protective equipment and disinfectants for use at its hotels. Physical touch has been replaced by a touch of safety with the introduction of I-ZEST: IHCL’s Zero-Touch Service Transformation – a suite of digital solutions across its hotels allowing guests to interact and engage by minimizing physical contact, but maximizing quality of service.
What are the new product offerings launched during the Pandemic?
Our dynamic Managing Director, Puneet Chhatwal, who has driven Taj to achieve the title of ‘India’s Strongest Brand’ has not only kept IHCL afloat during the pandemic but has also introduced new product offerings that are adapted to meet the requirements of the current times. Qmin, a repertoire of culinary experiences is one such offering bringing signature dishes from the company’s iconic restaurants at guests’ fingertips. We also launched a luxury collection – Taj Hospitality@Home, offering a host of indulgent and limited-edition products, all unique to Taj, exclusively available on TATA CLiQ Luxury. I-ZEST, as explained, is a suite of digital solutions introduced to ensure social distancing for both, guests and associates, while maintaining secure and seamless services at the hotels. This digital initiative comes on the back of the Company’s latest foray into the food delivery service from its iconic restaurants via Qmin app. Recently, we launched a lifestyle gourmet store concept – Qmin Shop in Mumbai, soon to be launched across key locations in cities such as Delhi and Bengaluru. In addition, new experiential concepts including the 4D Travel Experience, Urban Getaways at landmark city hotels, Taj Wellness Retreats, Bizcation and Digital Detox were introduced to meet the changing customer demands. In line with the ethos and values of the Tata Group, IHCL distributed over 1 million meals to healthcare providers and migrant workers affected by the spread of COVID-19 across India during the lockdown. I think it is important to always keep the brand alive in the hearts and minds of our guests and witness brilliant results on the same.
Do you foresee Goa as the next trending wedding destination?
Goa has always been synonymous with splendid beach resorts, relaxation, delectable local cuisine and a warm welcome. As non-conventional unions and breezy beach weddings top the charts, our iconic properties in Goa are sure to breathe life into even the most dreamy shore-side nuptials. Unparalleled venues and exceptional service ethics are the keys to crafting the most memorable weddings. At IHCL Goa, we believe in going beyond to create memorable experiences that are truly momentous and etched in history.
Taj Exotica Resort & Spa, Goa has recently, been recognized amongst the Best Resorts in the World and ranks #2 in the Top 30 Resorts in Asia. Your comments on the same.
Taj Exotica Resort & Spa is an exceptional property among the IHCL hotels in Goa and we are extremely proud of it. It is not only the sheer magnificence of the property that sets it apart, but also the signature service and food that make it stand out among the others. Goa is a very competitive market and to be recognized on an international platform is a matter of pride and honor for us. We are proud of our people who put in relentless efforts towards delivering outstanding quality of service, remarkable hospitality and phenomenal experiences each day.
What is your F&B strategy considering the current scenario?
In the current scenario, the dynamics of the Food & Beverage industry has extensively evolved and adapted to match the comfort of its customers. Healthy lifestyle, immunity-boosting and fresh local produce are the key driving factors currently in the food industry. We have made a tactical shift to lay emphasis on wellness and healthy dining with the introduction of a carefully curated chef’s selection of potential immunity boosting foods and beverages. In addition we have introduced a host of unique dining experiences in picture perfect backdrops, including a romantic dinner set against the colorful hues of a sunset, an intimate celebration in your own Goan-Portuguese amã villa or an afternoon tea surrounded by nature at her most glorious. These experiences are specially curated with an exclusive and dedicated service adhering to the norms of safety, hygiene and physical distancing.
What do you hope for as far as performance goes for the next two quarters and the upcoming tourist season?
I am delighted to inform that our hotels have been performing phenomenally well. We are anticipating the following quarters to perform even better. In India, we have the strength of the domestic tourism market. With most of the destinations overseas restricted for travel, it has most certainly boosted the domestic demand for local key markets including Goa, given that we are a matured leisure destination with high quality hospitality offerings that match international travel standards.Our core focus remains, our high service standards and the trust that our guests have in us which reflects in our recent recognition as India’s strongest brand. While IHCL has always been a second home to many, we are now being looked at a home away from home (a first home to work away from home).
Are there any new upcoming properties and projects in the pipeline?
We are acquiring many new properties which are in the pipeline. Amã Stays & Trails is India’s first branded homestay product, currently we have three properties in Goa and will be further expanding the presence with the introduction of four new villas by the end of December. We are also working towards expanding Ginger in Goa. IHCL has the highest inventory in Goa with over 1500 rooms, keeping us ahead of the race with the complete spectrum of brands – Taj, SeleQtions, Vivanta, Ginger and Amã Stays & Trails.
From the view of a local in the State, what do you think is the key for successful hospitality ventures going forward in the Post-Covid market?
Being a local, I believe it is imperative that we take precautions and follow SOPs. If we are careful for the betterment of ourselves, we will overcome this virus.The state is dependent on Tourism to earn revenues, there are several direct and indirect businesses reliant on tourism including the hospitality industry. In order to revive the loss due to the pandemic, we have to re-start to recover. We at IHCL ensure that every stakeholder of the company is taken care of. In a pre-covid world, our way of life has been materialistic and artificial, only now do we realize the disconnect. Wellness Retreats focusing on holistic wellbeing, nutritious meals for the cautious consumer and experiences connecting back to nature and reviving one from within will lead the way in the times ahead
