Luxury hotel JW Marriott New Delhi Aerocity recently marked its 10th anniversary with full pomp and show in the national capital. Launched in 2013, the hotel on October 28 hosted a lavish black and gold-themed celebration with partners, support teams and guests in attendance. "We have completed a decade in the industry, and our journey over the years has been about the best practices. Responding to the demands of the ever-evolving hospitality industry, we have incorporated sustainability, enhanced bleisure offerings, and promoted wellness in the best ways possible. In the future, we look forward to exploring new opportunities," said Sharad Datta, General Manager of JW Marriott New Delhi Aerocity.
Speaking to Outlook Traveller, Datta delved into Marriott's journey over the years, its experiments with culinary diversity, such as bringing Japanese-themed restaurants like ADRIFT Kaya and its focus on sustainability through eco-friendly practices like minimising single-use plastic consumption.
Excerpts from the interview.
What are some significant changes you have observed in the rapidly evolving hospitality industry over the last ten years, and how has your hotel adapted to them?
Over the past decade, the hospitality industry has witnessed significant shifts and trends. At JW Marriott Aerocity, several changes have been embraced to adapt to the evolving landscape. The growing adaptation for environmental sustainability by responsible travellers has been well adapted. We introduced eco-friendly practices, from waste reduction to sustainable sourcing, aligning with these values. In the future, we look forward to exploring geo-cloning opportunities and integrating VR technology.
Could you describe some of the unique offerings introduced by the hotel to remain competitive and meet the evolving expectations of guests?
One of the crucial additions to the hotel's offerings is ADRIFT Kaya, launched in 2022. This Japanese Izakaya is the brainchild of Sandeep Gupta, Chairperson, Aria Hotels and Consultancy, led by Michelin-starred chef David Myers. The restaurant not only adds to the culinary diversity of the hotel but also enhances its reputation as a dining destination. Moreover, in 2022, the hotel embraced eco-consciousness by installing an electric vehicle (EV) charging station. This initiative aligns with the growing trend of electric and hybrid vehicles and caters to guests prioritising environmental sustainability.
Furthermore, the hotel took a significant step towards sustainability in 2019 by launching an in-house water bottling plant. This initiative substantially reduces the hotel's environmental footprint by eliminating the need for single-use plastic water bottles. Guests can access fresh, purified water from the hotel's bottling plant, promoting eco-friendliness and reducing plastic waste.
What is the hotel's vision for the future, and are there any expansion plans or projects in the pipeline?
Our vision for the hotel is rooted in continuous innovation and unwavering commitment to excellence. We remain dedicated to providing a haven of exceptional hospitality to our guests. As technology reshapes the industry, we are prepared to embrace its potential, enhancing our operations and guest interactions. Our focus on nurturing talent through initiatives like the Marriott Voyager programme will be crucial in elevating our service quality.
Sustainability is a significant concern today. How does JW Marriott, Aerocity, incorporate sustainability into its practices?
The hotel has incorporated sustainability into its actions, such as launching a Clean Air Initiative, setting up a water bottling plant, establishing an EV charging station, and participating in the Serve 360 initiative. These efforts align with Marriott International's 2025 Sustainability and Social Impact Goals and the UN Sustainable Development Goals.
Sustainability is central to JW Marriott's vision, and they continually seek to reduce their carbon footprint and promote a responsible future. We are also working on reducing energy consumption and waste production through measures like LED lights, motion sensors, and waste recycling and composting.
Guest experience is at the heart of any hotel. Can you elaborate on the hotel's guest offerings and how they have evolved to match changing preferences?
To match the evolving preferences of our guests, we have embraced wellness and relaxation through Quan Spa, which comprises a range of relaxation treatments and therapies. We have also personalised our services to cater to individual tastes and leveraged Marriott Bonvoy to offer a broader range of benefits to our loyal guests. These developments underscore the hotel's commitment to ensuring that guests have enriching, fulfilling, and memorable experiences during their stay.
Could you share any special events or promotions planned to celebrate the 10th-anniversary milestone?
To celebrate the decade of luxury, JW Marriott Aerocity planned a series of special events and initiatives for guests. Our commitment to community service and social impact remains at the core of our mission. Our anniversary celebrations began with a charity event that reflected our dedication to making a positive impact. During this event, we extended our support to Shanti AvednaSadan—India, an organisation that has been an oasis of hope for patients facing the challenges of cancer.
Food and beverages play a significant role in establishing a hotel's identity. Can you tell us about the culinary excellence at JW Marriott, Aerocity?
The hotel provides a range of dining experiences to meet different tastes and preferences. These options include K3: New Delhi's Food Theatre, featuring live kitchens with North Indian, Pan Asian, and Italian-Mediterranean cuisines. There's also JW Lounge, offering light bites and bar nibbles. Delhi Baking Company specialises in freshly baked breads and seasonal dishes. There is ADRIFT Kaya, a modern Japanese restaurant known for its exquisite menu.
Guest stories can be impactful. Have any memorable experiences involving guests left a lasting impression over the past ten years?
An international guest faced a challenging situation in India, losing his passport and rendering him unable to return to Tokyo. Seeking help at the JW Marriott Delhi Aerocity's concierge desk, our associates collaborated with the Mumbai Airport and the airline to locate the lost passport. After three days of relentless effort, the passport was successfully retrieved, leaving the guest immensely grateful. This experience highlights the profound impact of hospitality, emphasising the commitment to going beyond providing a comfortable stay to assist guests in their time of need.
Employee engagement is crucial for maintaining high service standards. How does the hotel approach employee training and engagement to ensure exceptional guest experiences?
Marriott prioritises associate engagement to uphold high service standards, employing several strategies. Firstly, comprehensive training ensures all employees are well-versed in hotel standards, procedures, and role-specific skills. This training instills confidence and prepares employees to provide exceptional guest service.
Secondly, the Marriott Voyager Programme and ongoing development opportunities, including performance reviews, online resources, and leadership development, foster associates' growth and skill enhancement. Lastly, empowering employees to make decisions and take ownership of their work boosts their motivation, engagement, and responsiveness to guest needs.