Welcom Hotel New Delhi is independently owned and operated by ITC Welcomgroup, Hotels Division, ITC and operated under a licence from Sheraton International. General manager Benita Sharma, in an interview with FE, discusses the hotel?s USP.

In a cluttered field like Delhi, what makes your hotel stand out?

WelcomHotel New Delhi is a business hotel with highly personalised services. It resonates with cosmopolitan elegance and an unparalleled magnetism that characterises the Capital.

It is the most preferred hotel and a revenue leader in its segment and caters to the commercial and business district of south Delhi. In addition, the hotel has rightly managed to tap the growing Japanese delegations and travellers in the Capital by personalising services and designating Japanese customer relations associates and a top Japanese chef as a part of the team.

WelcomHotel New Delhi is growing approximately 10% over last 2009-10 and houses two top food and beverage destinations in Delhi- Dakshin which offers food from The Celebrated Tastes of Southern India and Pan Asian, which offers East Asian delicacies.

How much of an advantage has the brand Welcomgroup given you in marketing your hotel?

At ITC Welcomgroup, we continuously strive for excellence. It is our focus to actualise our motto ?Nobody gives you India like we do.? and our credo ?A wow at every moment of truth?.

At ITC Welcomgroup, we have branded accommodation ? deluxe, executive club for discerning business travellers and corporate leaders. The loyalty programmes of ITC Welcomgroup play a major role in marketing the hotel. The WelcomAward has earned the distinction of being India’s premier and most powerful frequent guest programmeS. The hotel has been made more energy efficient, its water is expertly recycled, and it employs an elegant solid waste management plan to create almost no solid waste whatsoever.

At Welcomgroup, chefs are also allowed to innovate. WelcomHotel New Delhi is the first hotel to have received the bureau of energy efficiency, ministry of power first prize in 2009 and CII?s National Award for Excellence in Energy Management 2010.

To what extent has the presence of a formidable outlet across the city from the same stable affected your business?

WelcomHotel New Delhi has benefited in the presence of another ITC Hotel in the city. Synergy created has driven the hotel in terms of growth and branded food and beverage offering of ITC Welcomgroup.

In what genre would you classify Mariott Sheraton?

It is a contemporary business hotel which provides highly personalised services. The services and the warmth of the hotel are designed to bring our positioning to life, creating a sense of community that sets the hotel apart.

You have talked of improvements that this hotel has undergone in the last couple of years. What were the learning experiences from them?

Over the years, WelcomHotel has developed itself to become a business hotel ? highly personalising services to the needs of the corporate business traveler. Every guest need is analysed, and personalised to his/her satisfaction. The hotel has grown from strength to strength and has become a revenue leader in the largest commercial hub of Delhi. There has been constant endeavor to process improvement.

There has also been a huge focus on environment and sustainability which has resulted in the hotel being one of the top energy efficient units in the country.

Not too many women are in the top draw in the hospitality sector. What was your experience with the glass ceiling.

ITC has a rich human resource culture which gives all employees the opportunity to grow and develop. I started my career with ITC 27 years back and have never looked beyond. The opportunities and support extended by the organisation has helped me grow and develop both professionally and personally.

ITC is a company with a rich heritage, giving all individuals equal opportunities based on merit.