Most hotels consider the chocolate specialities that they offer to the guest very seriously as it adds to the overall experience of the guest in the hotel, and is an important factor in making them feel wanted and special. By Sudipta Dev
Chocolate, the world’s ultimate dessert, has a deep significance in the hospitality industry – from the subtle turn down service which enhances the guest experience to the range of exotic delights available in the patisserie. Most hotels have their signature range of chocolate products that are often unique to their brand or property. The important thing is hotels do not just consider chocolate as just a food item – it is much more than that, as it attributes in making the guest feel special and adds to the satisfaction level.
How it makes a difference
At Waterstones Hotel in Mumbai, a box of chocolates inside the guest room with a small welcome note from the general manager welcomes the guest. “Chocolate helps express feelings. A box of chocolate is generally perceived as a welcome gesture and certainly helps elevate guest satisfaction level. This makes the guests feel comfortable,” says Chef Zubin D’Souza, corporate executive chef, Mars Enterprises. It has been scientifically proven that chocolate is one of the best stress relievers. “It is important that every guest who checks-in leaves with a smile on his face, be it a business or a leisure traveller. Small things like these certainly add-up to the complete guest experience and high guest satisfaction levels. A completely satisfied guest is what every hotelier strives for,” adds D’Souza. Chocolate as a food item can also be cleverly used for various purposes. For example, if a steward notices that a guest is unsatisfied with a dish served to him, a well-presented chocolate dessert at the end of the meal can do the necessary service recovery. In fact this leaves a positive lasting impact on the guest.
It is almost a ritual for well known hospitality brands to offer chocolates during turn down service. Chef Alok Anand, executive chef, Taj Coromandel explains that the flavonols in dark chocolate have a relaxing effect on the arteries which regulates the blood flow. It also reduces the stress hormone levels so the metabolic effect of stress gets partially mitigated. This, he believes, elevates a person’s mood and has a relaxing effect psychologically. “Business guests tend to spend their entire day in back to back meetings. These guests look forward to evenings to relax and unwind however do not find time to do so. Thus a quick turn down service complimented with a platter of chocolates certainly helps lower the stress levels,” adds D’Souza.
Chocolates are the ultimate indulgence that can be offered to guests and are widely accepted with people from all parts of the world. “Delicacy and intricacy of flavours in chocolates are best understood by connoisseurs and discerning travellers,” reminds Ashish Shome, F&B director, Hyatt Regency Mumbai. At the hotel, usually the turn down service takes place between 5 pm to 6 pm. Chef Nicholas Fernandes, pastry chef, Hyatt Regency Mumbai believes that chocolates have the properties to help with nerve relaxing, improve blood flow and lower blood pressure along with being an antioxidant.
Chef Vasant Khot, senior pastry chef, Holiday Inn Mumbai International Airport, acknowledges that any guest in any hotel will always have a craving for chocolate even when the buffet or menus are having more than five choices. “The word chocolate is always first to the word dessert in any part of the world,” asserts Khot.
Varied specialities
The variety of chocolate offerings cater to the varied tastes and preferences of discerning guests. There is a lot of innovation and experimentation that goes into creating chocolate delicacies that would tempt the guests. Hyatt Regency in Mumbai offers a wide range and different mix of chocolates for its guests to choose from in The Bakery shop. The menu is carefully crafted to cater to everyone’s indulgences featuring a range of sinful chocolates made from the finest ingredients to perfection for that unforgettable palate experience. About 75 per cent of the products offered at The Bakery are in different flavours, shapes and sizes i.e. in the form of cakes, pastries and pralines. “We use pure chocolate and some single origin chocolates which come from the region of Ghana, Madagascar and Ecuador. These are also served as part of inroom amenities and part of our buffet offerings,” says Chef Fernandes. Shome adds that since the entire production of chocolates, cakes and pralines is undertaken by experienced chefs in the hotel, they are able to provide customised and tailormade experiences for the discerning guests. Hyatt Regency Mumbai offers a unique range of chocolates like petit fours and pralines at The Bakery along with Madagascar chocolate orange cake which is the signature cake. “Some of our all-time favourites are the Chocolate Truffle cake, Black Forest cake which is infused with sour cherries to give that unique flavour. Also amongst beverages we have the hot chocolate, which is popular as the chocolate used is pure 56 per cent cocoa,” informs Chef Fernandes.
Taj Coromandel provides for its guests a variety of chocolate preparations ranging from desserts, cakes, pastries to chocolate truffles with numerous flavours. Some of the chocolate specialities are: Chocolate poornam mousse; Swiss chocolate terrine; Nest of Dragon; Olive oil chocolate mousse, caramel and sea salt; Baked chocolate and cheese; Tanariva praline marquise, crème de menthe gelee. “We also offer exclusive chocolate stations for banqueting events,” mentions Chef Anand.
At Holiday Inn Mumbai International Airport the bakery creates sin free, egg free, sugar free chocolate cronuts, doughnuts and milk chocolate croissants which are signature recipes being followed since the opening of the hotel. There is also a selection of chocolate and berry rasmalai, the chocolate katli and more. Chocolate peanut butter cookies are also popular with guests. Even in traditional Indian recipes chocolate gives a chic feeling. “Moreover combinations of coffee, berries, passion fruit gives a tropical fare, soothing the travelling guest with a hit of available caffeine in the chocolate, specially the dark ones. Chocolate with strawberries has been the favourite of guests at any age,” states Chef Khot. Chocolate specialities unique to the property are the traditional Opera cake, the German origin cherry based real Black Forest, dalmation marquise, rum and cointreau white chocolate pudding. Boca Nigera is an egg free dark chocolate baked cake. At Waterstones Hotel there is a strong focus on experimenting with chocolate. “Our signature Warm Madras Coffee flavoured chocolava cake served with Chiki Kulfi at the Waterstones Bar & Grill is loved by our patrons. We have guests coming in just to try this innovative dessert on our menu,” says Chef D’Souza, pointing out that a chef needs to be vigilant all the time.
“You never know what may inspire you to experiment and create something special. It is all about finding the right mix of flavours. It is important to focus on presentation as it definitely makes a difference,” he remarks, adding that higher the level of customisation the better it is. Not surprisingly, a customised box of chocolate with the guest name on it will definitely have more value than a cling wrapped platter of chocolates.