Ramesh Arora, Managing Director and Vice President, Montcalm Luxury Hotels speaks on first-of-its-kind-service in Europe that allow his guests to make free calls to 10 international countries and local calls within UK, highly useful for both MICE and leisure travellers.

RAMESH ARORA has seen four decades of transformation in the hotel industry since he became a major player in this arena. At the helm of the largest privately owned hotel group in London, Ramesh Arora has been instrumental in managing the group consisting of three unique brands, 24 properties and 2400 bedrooms across the capital.

Honoured with the NRI Foundation Excellence Award by Arun Jaitley, Minister of Finance, Govt. of India in 2015, Arora’s forward thinking with a strong belief in technology led by consumer insight has helped him embrace initial online booking trends.

With technology and smart revenue management at the core of his unique business approach, the group has a strong presence in one of the world’s most fiercely competitive markets with properties in some of London’s most iconic locations.

Gradually, Montcalm Luxury Hotels has become a favourite place for leisure and MICE traveller. “Our luxury brand provides unforgettable experiences with modern to historic building designs, fine-dining restaurants to gastro-eateries and pampering spa and state-of-the-art business facilities,” says Arora.

The diverse range of personalised amenities complement and enhance the stay. The rooms feature a range of gadgets such as Ipod docking stations with guests’ own Ipad, complimentary wi-fi and smartphone handy that allows guests to make free calls to 10 international countries and local calls within UK, a first-of-its-kind-service in Europe highly useful for both MICE and leisure travellers. Moreover, the guests can choose room aroma from the fine assortment of high quality five senses exotic fragrances for an intimate and relaxing ambiance.

The state-of-the-art meeting venues can accommodate a group of 10 to 550 guests. The event spaces offer audio-visual and wireless technology, vital for today’s tech-savvy delegates. “The best part is that all the hotels are superbly located in central London and are easily accessible from tube stations keeping in mind the convenience of both leisure and business travellers. Major attractions, shopping centres, restaurants and corporate offices are located within the close vicinity of our various hotels,” says Arora.

With revolutionised travel technology, Arora strongly believes in using technology to enhance the service standards and ensure smooth operations. “We continuously introduce new features to make the guest experience enriching and memorable. Infact, we were the first hotel in Europe to introduce a complimentary smartphone service ‘handy’ that allows guests to make free calls to 10 international countries including India. They can also take the phone out of the hotel with them to make free calls and use 3G data to browse internet. In one of our hotels – M by Montcalm, with tablet in every room as standard, guests can create their own environment at the tap of a screen: dim the lights, close the curtains and order an indulgent in-room meal,” feels Arora who has been ahead of the trend and has undoubtedly paved the way for the group’s enviable growth.

In terms of the hospitality business in London, one of the reasons of the success of group has been bringing in ethos of real Indian hospitality from India. Arora accounts, “The principle of ‘Athithi Devo Bhava’ has been implemented in all the hotels so that guests can get a taste of Indian hospitality in London. We are first hotels in London where we have implemented the availability of Bible, Bhagwat Gita, Quran and Guru Granth Sahib as a gift to our guests from our compliments.”

However, with no property in India, Arora is still looking for the right opportunities to foray into India.

Apart from the utmost hospitality that he offers to his guests, there are a few travel trends that will be consumed in the coming years. “Personalised guest services, usage of innovative technology for effective and efficient customer relations thereby increasing guest loyalty are a few important travel trends. I strongly believe that we have to create an environment in our hotels for guests to experience ‘emotional wellness’ thereby helping them to maintain a healthy balance in their lives,” he feels.

So the top destination to watch out for in 2017 would be, “London” Arora says, “The city has always been the leading destination for tourists specifically from Middle East, Asia, North America and Europe and it is one of the world’s truly cosmopolitan cities for international community with plenty of experiences.”