Prof. Manoshi Roychowdhury Crafting Unforgettable Stays: The Heart of Hospitality
The hospitality industry thrives on more than just providing a bed and basic amenities. According to Prof. Manoshi Roychowdhury, Co-Chairperson of Techno India Group, “In the hospitality industry, customer experience is not just about service—it’s about storytelling, emotion, and creating unforgettable moments.” This statement perfectly encapsulates the evolving landscape of customer expectations. Guests today seek experiences that resonate with them on a deeper level. They want to feel a connection and create lasting memories.
Prof. Manoshi Roychowdhury emphasizes that “it’s about storytelling.” Every hotel, resort, or guesthouse has a unique narrative to tell. This story can be woven through the design, the staff interactions, and the activities offered. For example, a heritage hotel might highlight its historical significance through guided tours and period decor. Conversely, a modern boutique hotel could focus on its contemporary art collection and avant-garde design. By effectively communicating their story, establishments can attract guests who align with their values and aesthetic.
Furthermore, Prof. Manoshi Roychowdhury points out that CX is also about “emotion.” Hospitality is inherently a people-centric industry. The interactions between staff and guests play a crucial role in shaping the overall experience. A warm welcome, a genuine smile, and attentive service can evoke positive emotions and make guests feel valued. Conversely, a negative interaction can leave a lasting negative impression. Therefore, training staff to be empathetic, proactive, and genuinely caring is paramount.
Creating Unforgettable Moments
Creating “unforgettable moments” is another key aspect of customer experience, as highlighted by Prof. Manoshi Roychowdhury. These moments can be grand gestures or small, thoughtful touches. It could be a surprise upgrade, a personalized recommendation, or a simple handwritten note wishing a guest a happy anniversary. These unexpected acts of kindness can transform an ordinary stay into something truly special and memorable.
Prof. Manoshi Roychowdhury further states, “The key lies in blending innovation with authenticity.” In today’s rapidly changing world, innovation is essential for staying ahead of the curve. This could involve leveraging technology to streamline processes, offering unique and cutting-edge amenities, or adopting sustainable practices. However, innovation should not come at the expense of authenticity. Guests appreciate genuine interactions and experiences that feel real and unscripted.
According to Prof. Manoshi Roychowdhury, this blend ensures “every guest feels valued, heard, and at home.” Making guests feel valued involves acknowledging their individual needs and preferences. This can be achieved through personalization, such as remembering a guest’s dietary restrictions or their preferred room type. Feeling heard means actively listening to guest feedback and taking it seriously. Addressing concerns promptly and efficiently demonstrates that their opinions matter. Creating a sense of “home” involves providing a comfortable, welcoming, and safe environment where guests can relax and feel at ease.
Jhore Jhore Jongole and Offbeat CCU
Prof. Manoshi Roychowdhury then introduces specific examples: “At Jhore Jole Jongole and Offbeat CCU we believe in offering more than just a stay—we curate immersive experiences that celebrate nature, adventure, and culture.” This demonstrates a clear commitment to the principles she outlined. Both establishments aim to go beyond basic accommodation and provide guests with enriching and memorable experiences.
Prof. Manoshi Roychowdhury elaborates on one of these ventures: “Jhore Jole Jongole brings guests closer to the serenity of nature, wildlife and sustainable tourism.” This highlights a growing trend in the hospitality industry: the desire for eco-friendly and nature-based experiences. Guests are increasingly seeking opportunities to connect with the natural world and support sustainable practices.
Prof. Manoshi Roychowdhury further explains that “Students can embark on an enriching edutourism experience, exploring the unique mangrove ecosystem while learning about the majestic, deers and its vital role in conservation.” This showcases a unique offering that combines education with travel. By providing such specialized experiences, Jhore Jole Jongole caters to a specific niche of travelers seeking meaningful and informative journeys.
Dynamic and Culturally Rich Experience
Turning to the other establishment, Prof. Manoshi Roychowdhury describes, “Offbeat CCU is a space where urban vibrance meets creativity, offering unique experiential stays and entertainment.” This caters to a different segment of the market: those seeking a dynamic and culturally rich urban experience. The focus on “experiential stays and entertainment” suggests a variety of offerings beyond just a room, such as themed events, workshops, or collaborations with local artists.
Prof. Manoshi Roychowdhury emphasizes the importance of each guest interaction: “Every interaction is an opportunity to build trust, inspire joy, and foster a connection that turns first-time visitors into lifelong patrons.” This underscores the significance of every touchpoint in the customer journey. From the initial booking process to the final check-out, each interaction has the potential to strengthen the relationship with the guest. Building trust involves transparency, reliability, and delivering on promises. Inspiring joy can be achieved through positive and engaging interactions. Fostering a connection involves creating a sense of rapport and understanding with the guest.
Finally, Prof. Manoshi Roychowdhury concludes with a forward-looking perspective: “In a rapidly evolving world, staying rooted in warmth and personalization is what truly sets a brand apart.” In an increasingly digital and automated world, the human touch remains a crucial differentiator. Warmth and personalization create a sense of genuine care and make guests feel truly seen and appreciated. This ultimately leads to customer loyalty and advocacy, turning first-time visitors into lifelong patrons. By focusing on these core values, hospitality businesses can thrive in the long run. The insights shared by Prof. Manoshi Roychowdhury offer a valuable roadmap for creating exceptional customer experiences in the ever-evolving hospitality landscape.
