Infinity pool at Niraamaya Retreats
Destination-dining-at-beach Kovalam
One of my close relative visited resort of Niraamaya Retreats for two days in Kovalam and was all out for them. He wanted to be there again not for a day or two but for full two weeks and just relax there.
Coincidentally, I got an opportunity to interact with the CEO of this chain. So, I grabbed it. This would give me the perspective of providers of hospitality.
So, I will share my dialogue with Manu Rishi Guptha, the CEO of Niraamaya retreats.
Manu Rishi Guptha
What is unique about Niraamaya Retreats?
Each property of Niraamaya Retreats is a collection of small private retreats focussed on wellness more than the Business. We are providers of wholistic and great experiences managing happy times for Indian and foreign clientals.
Niraamaya-luxury-wellness-center
There is a great emphasis on locations of our retreats. All are spectacular. The way setting is done is to provide luxury through space. Example , our Kovalam property has 31 acres of area and 31 rooms. So, you can say almost an acre is to a room. The setting is a fusion of traditional and contemporary architecture.
Room-view-outside Thekkady
How do you ensure personal touch to guests to generate long term relationships?
There is a full blown in-house training that is provided to our employees. It is to inculcate a culture in them as to how to conduct themselves with guests, teach them how to be a perfect host to a first time traveller to India or other guests. A person who spends 9-10 days on an average would like to feel at home. So, we focus at delivering service in a way that leaves them with pleasant memories.
Does it mean that there is a special treatment given to them?
Yes, we initiate the pre arrival interactions many many days before arrival in terms of minute requirements of guests. They could be for example what kind of pillows/matrices/spas they would require. What specific medical condition they have and the kind of wellness treatment they would require. This way, the objective to destress, rejuvinate and relax are met.
Room view at Thekkady
Anticipating and pre-empting the needs of the customers is the key.
One can also instantly chat with the Doctor on line for a spa or specialized therapy. A person can connect with our doctors 3 months before their arrival for free. Spa is not a science. Its an art and ability to design the treatment as per the ailment like stress, cholesterol, artharitis and many more.
How do you plan to acquire new guests and generate loyalty?
It is more of word of mouth, 25% comes from it. We believe in elite service to personal or Business stays. Our mantra is to be honest, ethical and provide best hospitality. The Business will follow automatically.
LAGOON-Kumarakom
What are the best practices for employee motivation and talent management?
Happy employee will go out of the way to ensure great experience. I tell my employees to treat guests as your family members who are visiting you after a long time. We make our employees an artist. Everything is based on attitude.
Strong recognition is given by getting high performers trained under a world renowned full time trainer and many other methods
What is the vision of this chain considering upcoming tourism growth and opportunities
To create a cluster of small private retreats while proividing wellness, care and best of hospitality which they remember through out their life.
Once our Kumarakom property is ready by December, 2015, we will be completing the full circle including Cochin, Kumarakom, Thekkady and Kovalam. We can acquire hotels and also provide help if needed. Plan few investments in North India, Chikmangloor and Goa.
Digital snap of aerial view of Kumarakom property
Photographs courtesy Niraamaya Retreats
Nidhi KM
©Viharin.com
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