Customer satisfaction key in hospitality business

Dhaka : Krishan Kodippili, General Manager of Hotel Sarina Dhaka joined the hotel in April 2022. After coming here, he studied the market and the customers' needs. Accordingly, the hotel prepared its market strategy for which satisfied customers is key. Hence, Hotel Sarina Dhaka is now in efforts to satisfy each and every customer coming to the hotel, be that for room, beverage or food.
Krishan Kodippili, General Manager of Hotel Sarina Dhaka said this while talking to The Bangladesh Monitor at his office in the capital recently. 
"For this purpose, Hotel Sarina Dhaka is offering many promotions to the guests," said Krishan. 
After the pandemic, room business has started improving, said Krishan. Since, Hotel Sarina Dhaka is a business hotel, most of the room guests coming are business travellers. 
However, Krishan sighed the room occupancy has not reached pre-pandemic levels yet, which was 90 per cent. Nevertheless, he hoped, by December 2022, the hotel will return to its pre-pandemic glory.
The hotel's signature dining outlets are very popular among domestic guests on the other hand. The hotel has a pioneering Indian restaurant Amrit and a newly opened Italian restaurant Risotto which they are currently focusing on. 
The management is also planning to make its Street 17 outlet 24/7 operational.
At its Summerfields, all-day dining restaurant, the hotel is offering buffets thrice a day for breakfast, lunch and dinner. 
Even though F&B and rooms both are doing equal business, Krishan said, the hotel is focusing on banquet currently. 
"In 2-3 months, we can reach pre-pandemic levels of banquet business," said Krishan.   
The hotel is offering many promotions at its outlets -  Bamboo Biryani, Bahubali Thali, Corporate buffet, Buy One Get One, Family Package at Risotto, BOGO Pizza at Risotto, Slider Promotion, Italian Snack Buffet and the Pool, among others. 
To further develop the tourism industry to drive more business for the hotels, Krishan suggested the government to make more effective marketing efforts in the international arena. 
"MICE and leisure should be prioritised," stressed Krishan.   
Also, to help the hotels recover from the pandemic impacts, Krishan requested the government to waive city tax and provide the hotels with certain benefits such as infrastructure support and connectivity development. 
“If Dhaka is properly promoted as an attractive destination, we will need an inventory of over 25 thousand rooms. That will require more hotels to emerge in the capital.” 
Also, lack of proper manpower haunts the hospitality industry, said Krishan, urging the establishment of separate hotel schools to develop manpower and reduce the skill gap. 
Krishan stressed, it is of high importance that the government expand the inbound travel market of the country. 
"Only foreign corporates, NGO officials, and development partners are coming to the country currently. This is a small and niche market that needs to be expanded to welcome every type of traveller to the country. In turn, hospitality business will flourish," concluded Krishan Kodippili, General Manager, Hotel Sarina Dhaka.