Aspect Hospitality: Crafting Exceptional Customer Experiences in India’s Dynamic Dining Scene
Aspect Hospitality, a prominent subsidiary of Aspect Global Group, is making significant strides in transforming India’s hospitality sector. The company boasts a diverse and impressive portfolio of dining experiences, catering to a wide range of tastes and preferences. Under the strategic leadership of Executive Chairperson Aksha Kamboj, CEO Sandeep Singh, and Managing Director Hitesh Keswani, Aspect Hospitality places a strong emphasis on customer-centricity and the pursuit of excellence. This commitment is evident across their various ventures, from premium dining establishments to vibrant bars and innovative concepts.
Their portfolio includes luxurious options like Akina and Prive by Akina, both known for their refined ambiance and exquisite cuisine. Furthermore, Estella offers a beachfront dining experience with contemporary international cuisine in a relaxed coastal setting. For those seeking themed dining and lively atmospheres, Aspect Hospitality presents The Coconut Boy with its coastal charm, The South Table celebrating South Indian culinary heritage, and Nom Nom and Tuya’s, both recognized for their inventive menus and inviting environments. Additionally, Radio Bar stands out as a popular nightlife destination in Mumbai and Bengaluru, seamlessly blending music, dining, and socializing.
Embracing Innovation
Embracing innovation, Aspect Hospitality has also introduced Nom Nom Express, a self-service format that brings the flavors of Nom Nom to high streets and food courts. Expanding their reach beyond India, they have partnered with international brands like Brunch & Cake and Opa Kipos, introducing brunch culture and Greek cuisine to the Indian palate. For a more exclusive experience, Maison offers a members-only lounge that combines business sophistication with luxurious comfort. Aspect Hospitality’s strategic expansion and diverse offerings clearly position it as a key player in India’s rapidly evolving hospitality industry.
To gain deeper insights into the company’s customer-centric approach, we turn to Mr. Hitesh Keswani, the Managing Director of Aspect Hospitality. He offers valuable perspectives on the evolving landscape of customer experience in the restaurant and bar industry.
The Evolving Role of Customer Experience
According to Mr. Keswani, “In the restaurant and bar industry, customer experience has become an integral part of a business’s success.” He further elaborates, stating, “Over the years, customer expectations have shifted from just good food and drink to immersive and personalized experiences.” This highlights a crucial transformation in the industry. Customers today seek more than just sustenance; they desire memorable and tailored encounters.
Mr. Keswani emphasizes this point by saying, “Today, it’s about creating an atmosphere where guests feel welcome, valued, and connected to the brand. From the ambiance and service to menu innovation and digital engagement, every aspect contributes to a holistic experience.” This quote underscores the multifaceted nature of customer experience. It encompasses every touchpoint a customer has with the establishment, from the initial impression of the ambiance to the quality of service and even their interactions through digital platforms.
He also points out the significant influence of social media, noting, “Social media plays a huge role in shaping perceptions. Guests now share photos of their meals and experiences, making it even more important for restaurants and bars to curate visually appealing and memorable moments.” This highlights the need for establishments like Aspect Hospitality’s venues to not only provide excellent food and service but also to create aesthetically pleasing environments that encourage sharing and positive online reviews.
Personalized Service and Attention to Detail
Furthermore, Mr. Keswani stresses the importance of personalization, stating, “Personalized service and attention to detail are more important than ever, as diners and drinkers want to feel like they’re not just another face in the crowd.” This reflects the growing expectation among customers for individualized attention and a sense of being recognized and valued. He adds, “The emphasis on convenience through digital tools like online reservations, contactless ordering, and delivery options further highlights the importance of seamless service.” This demonstrates how technology plays a vital role in enhancing the customer journey by offering ease and efficiency.
Finally, Mr. Keswani touches upon the increasing importance of sustainability, saying, “The integration of sustainability also plays a critical role. More customers today are conscious of sustainability, from sourcing ingredients locally to reducing waste. Restaurants and bars that prioritize these values can create stronger connections with guests who align with those principles.” This indicates a growing trend where customers are not only looking for quality but also for businesses that operate responsibly and ethically. Aspect Hospitality’s commitment to excellence likely extends to incorporating sustainable practices across its operations.
Key Challenges in the Restaurant and Bar Industry
Mr. Keswani also sheds light on the significant challenges faced by the industry. He identifies the first key challenge as, “Staffing and Training: High turnover rates in the service industry are a longstanding challenge. In bars and restaurants, consistent, top-notch service is key to a positive customer experience, but ensuring staff are well-trained and motivated can be a challenge, especially during busy periods.” This highlights the constant need for investment in human capital to maintain service standards.
The second challenge he mentions is, “Keeping Up with Consumer Trends: Food and drink preferences are constantly changing. From the rise of plant-based diets to new cocktail trends, restaurants and bars need to stay ahead of the curve and offer innovative and diverse menus to satisfy ever-evolving consumer tastes.” This requires continuous market research and adaptability to cater to the dynamic demands of consumers. Aspect Hospitality’s diverse portfolio suggests they are actively addressing this challenge by offering a wide array of cuisines and experiences.
Mr. Keswani then points to the challenge of, “Managing Online Reviews and Social Media: With platforms like Yelp, TripAdvisor, and Instagram influencing customers’ decisions, restaurants and bars need to manage their reputation closely. A single negative review can impact a brand’s image, making customer service even more critical.” This underscores the importance of proactive reputation management and the need to consistently deliver positive experiences that translate into favorable online feedback.
Operational Efficiency: A Critical Challenge
Operational efficiency is another critical challenge, as Mr. Keswani explains: “Operational Efficiency: Balancing the demands of delivering excellent service while ensuring efficient operations is a delicate art. Managing inventory, maintaining a steady flow in the kitchen, and ensuring that customers aren’t kept waiting too long can all impact the overall experience.” This highlights the need for streamlined processes and effective management to ensure smooth service delivery without compromising quality or customer satisfaction.
Finally, Mr. Keswani addresses the ongoing impact of health and safety concerns: “Health and Safety Concerns: Post-pandemic, guests expect higher standards of cleanliness and hygiene. In addition, customers may be more cautious about dining out in large groups or at crowded bars, so providing a safe and comfortable environment is crucial.” This emphasizes the continued need for stringent hygiene protocols and the creation of a safe and reassuring environment for guests.
Key Opportunities in the Restaurant and Bar Industry
Despite these challenges, Mr. Keswani also sees significant opportunities for growth and enhanced customer experience. He highlights the first opportunity as, “Leveraging Technology for a Seamless Experience: The rise of contactless ordering and payment systems has made dining out more convenient. Integrating apps for reservations, menu Browse, and loyalty programs can enhance customer satisfaction by making the process smoother and more personalized.” This suggests that Aspect Hospitality can further enhance its customer experience by embracing digital solutions across its various venues.
The second opportunity lies in, “Personalization and Customer Engagement: Offering personalized experiences, like customized cocktails or food pairings based on customer preferences, can create a sense of connection. Additionally, using customer data (with consent) to send personalized promotions or rewards can help build brand loyalty.” This aligns with the earlier point about the importance of personalization and offers concrete ways to foster stronger customer relationships.
Mr. Keswani also emphasizes, “The Rise of Sustainability and Ethical Sourcing: Customers are more concerned about the environmental and ethical implications of their food choices. Restaurants and bars that incorporate sustainable practices, such as sourcing locally, reducing food waste, or offering eco-friendly packaging, can attract conscious consumers and differentiate themselves.” This presents an opportunity for Aspect Hospitality to further strengthen its brand image and appeal to a growing segment of environmentally and socially conscious consumers.
Creating Memorable Experiences
Creating memorable experiences is another key opportunity, according to Mr. Keswani: “Creating Memorable Experiences: Instead of focusing solely on the food and drink itself, there’s a shift toward creating unique dining experiences. This might include live music, cocktail masterclasses, themed nights, or interactive dining options. Engaging with customers beyond just the meal can help foster a loyal following.” This suggests that Aspect Hospitality’s diverse portfolio already lends itself well to creating such unique and engaging experiences.
Finally, Mr. Keswani points to the opportunity of, “Expanding Digital Presence: As more people turn to online platforms for food delivery and ordering, having a strong digital presence is essential. Creating an effective online ordering system, engaging in food delivery services, and maintaining an active presence on social media can help expand reach and attract new customers.” This underscores the need for Aspect Hospitality to continue investing in its online presence to reach a wider audience and cater to evolving consumer habits.
A Guiding Mantra
In conclusion, Mr. Keswani shares a personal insight that has guided his career: “In the fast-paced, often high-pressure world of restaurants and bars, my personal mantra has always been: “Focus on the guest, and the business will follow.”” This simple yet powerful statement encapsulates the core philosophy driving Aspect Hospitality’s approach. He further elaborates, “No matter how many challenges arise or how stressful a shift may get, the ultimate goal should always be to make the guest feel valued and appreciated. If you do that consistently, whether through exceptional service, a great atmosphere, or simply an unforgettable experience, customers will return, recommend your place, and help grow your business.” This reinforces the central theme of customer-centricity that defines Aspect Hospitality’s operations.
Mr. Keswani concludes by stating, “This principle has guided my approach to leadership and guest interaction through my career.” This mantra serves as a testament to Aspect Hospitality’s unwavering commitment to providing exceptional customer experiences across its diverse range of dining and entertainment venues, positioning them as a leader in India’s dynamic hospitality sector.
