About ITC's Hotel Group

Launched in 1975, ITC's Hotel Group is the hospitality business of

ITC Limited. With over 100 hotels in 70 destinations across six
distinct brands, ITC’s hotel group integrates India’s renowned
tradition of hospitality and warmth, with globally benchmarked
facilities & services
Launched in 1975, ITC Hotels, India's premier chain of luxury hotels, has
become synonymous with Indian hospitality. 

Other brands in the groups repertoire are:

 ITC Hotels: With ‘Namaste’ as the enduring symbol of its brand

experience and ‘Responsible Luxury’ as the guiding premise, ITC
Hotels are an archetype of the culture and ethos of each
destination offering authentic, indigenous luxury experiences which
are in harmony with the environment and society. ITC Hotels also
has an exclusive tie-up with Marriott's 'The Luxury Collection'
brand in India. With a platinum grade commitment to our guests
and the planet, each ITC Hotel is certified with a LEED®
(Leadership in Energy and Environmental Design) Platinum rating
for globally recognised planet positive endeavours.

 Mementos: Mementos by ITC Hotels is the latest addition to ITC’s

Hotel Group, which operates over 100 hotels, 10,000+ rooms
across 70+ destinations in India. The launch of the new luxury
brand further strengthens the group’s distinct portfolio, that is
renowned for its unique design philosophy, award winning cuisine,
signature services & globally recognized sustainability
initiatives. Mementos by ITC hotels will bring together a collection
of unique hotels, across varied destinations ranging from modern
marvels, hidden retreats to historic treasures.

 Welcolmhotel: Welcolmhotel is a collection of premium hotels

designed for those who demand more and seek curated
experiences, to optimise their travel intent. Present in locations
ranging from hills to beaches, and deserts to cities, the brand is
reflective of the warmth of Indian culture while upholding the
benchmark standards of ITC Hotels. From curated journeys that
 enhance leisure trips, to those that maximise the efficiency of
business stays, every effort is made to add value to the new-age
traveller. 

 Store: Storie is a collection of handpicked boutique properties,

designed to satiate the ever evolving needs of the global traveller.
Consisting of intimate sized properties in the premium segment
you will find STORII at both expected and unexpected destinations
Breath-taking locales or sites steeped in history, golden untouched
beaches or jungles thriving with adventure, quiet scenic valleys or
deserts buzzing with folklore. Each will offer a distinct experience,
so that no two stays are the same. Whether it is a date with the
surroundings, or a weekend of wellness, some quality solitude or
joyous moments with family & friends with the help of these unique
stays, the brand will tell a story like no one else. The hospitality
warm, inviting and unassuming It will give its guests the comfort of
their home by engulfing them with curated & bespoke
engagements. 

 Fortune Hotels: Fortune  Hotels  are  full-service,  proficient 

business  hotels  with the impeccable  lineage of the ITC's hotel
group. Ever ready to take care of the global traveller,  these 
hotels  are  buzzing  with energy, successfully blending traditional 
Indian hospitality with contemporary international facilities.
Business  travellers  will  find  comfortable accommodation,
facilities for meetings and conferences, the full complement of
technical and secretarial support and more in an atmosphere of
smooth, reliable efficiency.

 WelcomHeritage: A joint venture between ITC Ltd and Johanna

Heritage, established in the year 1997, WelcomHeritage
represents the finest traditions of heritage hospitality and tourism
in India with a unique portfolio of Palaces, Forts, Havelis and
Resorts spread across 37 scenic and tranquil destinations. Our
endeavour is to create a special balance between local traditions
and modern-day requirements thus creating best-in-class authentic
experience without losing the Heritage ethos in some of the
country’s most inspiring destinations. 
 Each ITC Hotel is an archetype of the culture and ethos of the
region that it is located in. The concept of each of the hotels weaves
in the strongest elements of the culture of the region – harking back
through architecture, interiors, art and artefacts to the major
dynasties who have ruled India.

The unique value propositions, including the differentiated character

of hotels, coupled with indigenous experiences is what makes every
ITC Hotel unique.

India’s centuries-rooted sacred relationship with its environment, of

sustenance and nurture, is a vital and living heritage that is the
cornerstone of the ITC Hotels ethos and an affirmation of
Responsible Luxury: luxury without compromising the earth and
sustainability without compromising luxury. 

Responsible Luxury is the effective combination of luxury and

responsible practices (enriching society and the environment) so
that the luxury experiences delivered at ITC Hotels do not in any
way burden the environment or the society around us. In fact, it is
aimed at creating a positive impact on both the community-at-large
and the environment.

It ensures that sustainable practices are built into our hotels in the
design phase itself, thus enabling ITC Hotels to be eco-embedded,
services to be eco-easy and our associates to be eco-sensitised; all
of this while ensuring you indulge guilt-free. All ITC Hotels are
LEED Platinum certified. 

Designed in collaboration with medical professionals and disinfection

experts, the WeAssure programme further enhances the existing
hygiene and cleaning protocols at our hotels. Thus allowing our guests
to enjoy their visit and minimise concerns regarding hygiene & safety.

ITC Hotels is the first in the world to receive a Platinum Level

Certification from DNV, under its My Care Infection Risk Management
Programme, for WeAssure. The Platinum Level Certification has been
awarded to all ITC Hotels & select Welcomhotels.  
 DNV is one of the world's leading certification bodies that helps
organisations manage risk and assure business performance.

Key Highlights Of The Initiative

 Specially curated training & e-learning programs for associates:

Conduct & Precautions for Personal, Social & Workplaces.
 Re-engineered guest experiences with minimal contact/associate
engagements.
 Sanitised cutlery, crockery & tableware supported with digital
ordering & e-payment solutions.
 Advanced & stringent deep-cleaning protocols & sanitised rooms.
 Remodelled hotel layout to support safe distancing.
 State-of-the-art technology such as UV sanitisation, ozoniser, ISO
22000 certified facilities with microbiology lab, advanced
disinfectants for long-lasting protection, and more.
 The WeAssure program is available across all ITC Hotels and
Welcomhotels.

Branded Accommodation
ITC Hotels has set standards for excellence in the hotel industry by
pioneering the concept of branded accommodation. The chain has
developed four brands of accommodation 'ITC One', 'Towers', ‘Eva’ and
the 'Executive Club' to differentiate between the needs of various
travellers and provide the highest levels of service. Each category is
unique in design and is luxuriously appointed to meet the needs of the
guest. The suites at ITC Hotels are also inspired by the region the hotel
is located in and offer bespoke, indigenous luxury experiences

Other Initiatives
Empowering Differently-abled people

 ITC Hotels has established that if provided with an opportunity to work

and become self-sufficient, people who are differently-abled can
significantly contribute to the workplace, families and the community. ITC
Hotels has taken a positive step in this direction by employing people
who are differently-abled across its hotels. ITC Hotels believes that
everyone should be treated with sensitivity and empathy. The models it
has created have been effective and have succeeded in sensitising
other employees to the needs of those differently-abled. Keeping in mind
their specific skills, many differently abled have been employed in
diverse functions like housekeeping, teleworking, bakery and as
musicians. Special badges for the visually impaired, whistles for hearing
impaired employees to communicate in an emergency and sign
language classes for the staff to communicate with them are just a few
examples of how ITC Hotels has created an atmosphere of sensitivity
and caring.

ITC Hotels has also published a booklet aimed at sharing experiences

with the rest of the corporate world and laying down a step-by-step guide
to demystify the perceived complexities around employing persons with
disabilities. 

WelcomTheatre
WelcomTheatre showcases the best of Indian theatre productions,
especially at the experimental stage. Acknowledging theatre and art as
integral to a country's culture and tradition, ITC Hotels offers Quality
entertainment & theatrical experiences through WelcomTheatre.

ITC Hotels is dedicated to the cause of nurturing art in India through its
WelcomArt forum. While each hotel has its own vast collection of art and
art objects, the group decided to brand all art activities, under the banner
WelcomArt.

WelcomJawan
In re-deploying ex-servicemen ITC Hotels assists the national effort by
offering a platform for their rehabilitation into productive civilian life
through WelcomJawan.

For years ITC Hotels is voted for having the best team members in the Asiatic region.
The core perception of ITC Hotels is to focus on the rich culture & tourism of India.

It has more than 100 hotels spread over 70 destinations, with all hotels following
their pioneered concept of ‘Responsible Luxury’. The motto is to promote luxury by
implementing sustainable practices. The ITC Hotels are a perfect blend of
contemporary designs and green practices to deliver luxury in an eco-friendly way.
Today, these unique steps have contributed to making ITC Hotels the greenest &
lavish hotel chain on the earth. Also, fourteen of its luxury hotels have a Platinum
certification of LEED (Leadership in Energy & Environmental Design).

ITC Hotels offers world-class luxurious accommodation, unique experiences,

internationally recognized spas & cuisines, guests, and environmental safety.

History

Imperial Tobacco Company of India Limited (ITC Limited) was started on 24

August 1910. It has diversified amalgamations with businesses stretching over Fast-
Moving Consumer Goods including Cigars & Cigarettes, Foods, Branded Apparel,
Personal Care, Safety Matches & Incense Sticks, Education Products, Packaging &
Paperboards, Information Technology, Agri-Business, and Hotels.

ITC Limited decided against entering the hospitality sector on 18 October 1975. It
acquired a hotel in Chennai, their first hotel. It was renamed Welcomhotel By ITC
Hotel, Chennai, now known as My Fortune. Recently ITC Hotels has also stepped
into the international market with a forthcoming luxury hotel in Colombo, Sri Lanka.
ITC Hotels joined hands with RP Group Hotels & Resorts to supervise five Dubai &
India Hotels under their luxurious brand ‘WelcomHotel’ and medium
scale ‘Fortune’ brand.

As mentioned above, ITC Hotels follows the philosophy of ‘Responsible

Luxury’ and delivers luxury with keeping in mind nature.

ITC Hotels have also impressed world leaders & royalty like Vladimir Putin, Barack
Obama, and George Bush with their warm hospitality.

In 1986, ITC Ltd changed its company name to ITC Hotels.

Philosophy of ITC Hotels

Today ITC Hotels have 100 hotels in 70 different destinations and are known for
their warm hospitality, traditions, and international standards services & facilities.

‘Namaste’ is the brand’s enduring symbol and ‘Responsible Luxury’ is their guiding
philosophy. ITC Hotels provides the experiences of our culture & tradition and
offers ultimate & authentic luxury keeping in mind the environment and
sustainability of our society. Each ITC hotel is LEED-certified with its utmost focus
on the planet and guests. Later it was also recognized as the 2021 USGBC Regional
Leadership Award beneficiary by the U.S. Green Building Council.

Sustainability is the basis of all operations of ITC Hotels. Today, ITC Hotels is the
first largest & greenest hotel chain in the world. The measures taken towards
achieving sustainability are recycling water, harnessing renewable energy,
consuming local produce, and treating solid wastes for a brighter future.

Each ITC Hotel boasts the history of the place and rich culture through exclusive arts,
crafts, architecture, and rituals.

About the Brand- ITC Hotels

With over 100 hotels today spread across 70 destinations, ITC Hotels have shown
tremendous growth not only in Indian markets but also in international markets.
ITC’s hotel operates under four different brands: WelcomHotel meeting all the
higher-end requirements; Fortune Hotels catering mid-market to upscale segment;
and ‘WelcomHeritage’ catering leisure heritage segment.

ITC Hotels are inspired to promote the rich heritage culture of India. The vision of
ITC’s luxury hotels offers international spas & cuisines, unique experiences, high
standards in accommodation, environment sustainability, and guest safety.

Sub Brands of ITC Hotels

ITC Hotels have collaborated with Marriott’s TheLuxury Collection brand. The resorts & hotels
that are part of this tie-up are:

 ITC Grand Chola, Chennai

 ITC Grand Bharat, Gurugram
 ITC Maratha, Mumbai
 ITC Maurya, Delhi
 ITC Grand Central, Mumbai
 ITC Royal Bengal & ITC Sonar, Kolkata
 ITC Mughal, Agra
 ITC Kohenur& ITC Kakatiya, Hyderabad
 ITC Grand Goa Resort & Spa, Goa
 ITC Rajputana, Jaipur
All these above luxury hotels are known for their warm hospitality, higher-end services, and reflect
the tradition & culture of each destination.
Other brands represented by ITC Hotels are:
 Welcomho[Link] collection of hotels offering comforting and warm services
to leisure & business travellers. Welcomhotel By ITC Hotels, Vadodara,
Welcomhotel By ITC Hotels, Shimla, Welcomhotel By ITC Hotels, Pine N Peak,
Pahalgam, Welcomhotel By ITC Hotels, Guntur.
 Mementos by ITC Hotels: The brand is a collection of distinctive hotels spread
across different destinations ranging from historic properties, modern equipped to
hidden retreats. Mementos Shimla is one of the latest additions to this brand.
 Fortune Hotels: The brand caters to medium to lavish segments promising great stay
and destinations options for leisure & business traveler. Fortune Miramar, Goa,
Fortune Park Lake City, Thane, Fortune Park, Haridwar, Fortune Park Dalhousie.
 Storie by ITC Hotels: The brand is a collection of selected properties, designed to
quench the needs of travellers looking for unique stays and located in harmony with
nature as well the local community.
 WelcomHeritage: The brand mainly focuses on lavish heritage segment hotels and
offers unique heritage experiences of forts, Havelis, palaces, and
resorts. WelcomHeritage Mani Mansion – Ahmedabad, WelcomHeritage Ayatana –
Coorg, WelcomHeritage Kalyan Bhawan – Jaisalmer, WelcomHeritage Mohangarh
Fort – Jaisalmer, WelcomHeritage Denzong Regency – Gangtok.

Top 8 ITC Hotels

The top 8 ITC Hotels are:

1. ITC Grand Goa Resort & Spa, Goa

2. ITC Rajputana, Jaipur
3. ITC Grand Bharat Retreat, Gurugram
4. Welcomhotel By ITC Hotels, Fort & Dunes, Khimsar
5. Welcomhotel By ITC Hotels, Tavleen, Chail
6. Welcomhotel By ITC Hotels, Jodhpur
7. Welcomhotel By ITC Hotels, The Savoy, Mussoorie
8. Welcomhotel By ITC Hotels, Pine N Peak, Pahalgam

1. ITC Grand Goa Resort & Spa, Goa

Image source: [Link]

Located in south Goa, spread across 45 acres of lush green gardens, sparkling lagoons, and
flowing coconut trees, the ITC Grand Goa is one of the luxurious ITC properties. The
hotel is located near the scenic Arossim beach. The hotel is a beach-side property and boasts
village-style architecture inspired by the Indo-Portuguese culture. Enjoy swimming in the
outdoor pool facing the Arabian sea. The rooms are well-equipped with modern amenities
and you get the options to select from tropical garden facing, sea-facing, and lagoon-facing.
All the rooms & suites have a personal patio or balcony and a few rooms have secret
gardens and rain showers too.

Statistics:

 Rooms : 252 rooms

 Restaurants : 6 signature food & beverage restaurants
 Spa : Kaya Kalp – The Royal Spa
 Other Features : Games Room, Cycling, Outdoor Sports 

2. ITC Rajputana, Jaipur

Image Source: [Link]

ITC Rajputana is located in the city centre and is influenced by the Rajasthani

architecture of traditional Havelis. ITC Rajputana invites its guests to enjoy the grandeur of
the royal era. The hotel is beautifully constructed with red brick exteriors surrounded by an
atrium rising gracefully level by level. The rooms are well-equipped with wooden floorings
with long corridors, majestic fountains, and lush greenery all over.

Statistics:

 Rooms : 218 rooms& suites

 Restaurants : 5 signature food & beverage restaurants
 Spa : Kaya Kalp – The Royal Spa, Steam Room & Sauna
 Other Features : Marwahi Bazaar, Salon, Games Room

3. ITC Grand Bharat Retreat, Gurugram

Image Source: [Link]

ITC Grand Bharat is a luxurious hotel in Gurgaon with each room equipped with a
seating area & air-conditioner and also modern amenities. The resort is 25 km far
from UNESCO World Heritage– Kingdom of Dreams & 15 km away from the Gurgaon
city.

The higher-end suite rooms feature a living room with marbles bathrooms and the upgraded
ones have shared plunge pools too. If you wish to opt for Grand villas, you can enjoy a
separate dining room, kitchen, hot tubs, and bars. You can avail the service of butler too.

Statistics:

 Rooms : 100 suites and 4 presidential villas

 Restaurants : 5 signature food & beverage restaurants
 Spa : Kaya Kalp
 Other Features : Signature golf course, culinary experiences, bird watching &
cycling

4. Welcomhotel By ITC Hotels, Fort & Dunes, Khimsar

Image Source : [Link]

Spread across large orchards, open courtyards, dunes, and lawns, Welcomhotel By ITC
Hotels, Fort & Dunes are a short drive from Jodhpur and 5 km away from Khimsar Dunes
Village. The fort is a well-preserved royal palace built in the 15th century by Rao Karamsji-
the eighth son of Rao Jodha. The architecture of the fort represents the historical features of
the 15th-century era. There are five room categories to select Standard rooms, superior
rooms, preferred rooms, suite rooms, and Dhani huts. All the rooms are decorated elegantly
and provide the utmost comfort to the guests.

Statistics:

 Rooms : 89 rooms & suites

 Restaurants : 5 signature food & beverage restaurants
 Spa : Mirage Spa
 Other Features : Billiards, home theatre, cooking classes

5. Welcomhotel By ITC Hotels, Tavleen, Chail

Image Source: [Link]

Welcomhotel Tavleen Chail is 45km from Shimla, Chail, and is a hidden gem located in
the state of Himachal Pradesh. If you looking to have some peaceful time with your loved
ones, away from the fast-paced city life, this hotel is one of the best options. The hotel is
rested on a small hill and is located amidst pine & oak forests.

The cottages & rooms are beautifully decorated with modern amenities and a balcony to sit
& chill. The architecture will remind you of the past, while the amenities are contemporary.

There is a glass-lined observatory on the topmost floor here. You will be mesmerised by the
scenic views and it will give you feel like you are close to the clouds. In your free time, you
can enjoy exploring the Pine Trail & Oak Trail here. The more you say, the less it is for this
property!

Statistics:

 Rooms : 65 rooms, suites & cottages

 Restaurants : 2 signature food & beverage restaurants
 Spa : K By Kaya Kalp
 Other Features : Library, Childcare room, swimming pool,

6. Welcomhotel By ITC Hotels, Jodhpur

Image Source: [Link]

Jodhpur is the preferred place to enjoy the royal hospitality & grandeur of Rajasthan
culture. Welcomhotel by ITC Jodhpur is located in the blue city of Rajasthan and spread
across around 40500 sq. ms. It is known for boasting the vintage architecture of the region
with its alluring palaces & forts.

The rooms are elegantly designed, spacious, and well-furnished. The hotel offers different
room options like deluxe rooms, Jodhpur chambers, and Villas to select from. The villas are
also equipped with a private plunge pool. The Mehrangarh fort and Umaid Bhawan Palace
are only a few minutes away from the hotel.

Statistics:

 Rooms : 98 rooms & villas

  Restaurants : 2 signature food & beverage restaurants
 Spa : K by Kaya Kalp
 Other Features : Games room, Babysitting, cooking classes

7. Welcomhotel By ITC Hotels, The Savoy, Mussoorie

Image Source: [Link]

Welcomhotel by ITC Hotel, The Savoy, Mussoorie is located 2,500 above sea level
surrounded by the Gharwal Hills. The architecture of the hotel inspires English Gothic
architecture and the style is quite historic & elegant. The rooms are sophisticated country-
style rooms, elegantly decorated with modern amenities, a heating system, and a private
balcony. You can wish to book mountain view or valley view rooms as per your choice.

Statistics:

 Rooms : 70 rooms &suites

 Restaurants : 2 signature food & beverage restaurants
 Spa : Akasa Spa
 Other Features : Board games, arcade games, babysitting, and a bedside story-
teller

8. Welcomhotel By ITC Hotels, Pine N Peak, Pahalgam

Image source: [Link]

Pine N Peak is the only resort located in Pahalgam surrounded by tall green pine trees
boasting great views of river Lidder and snow-covered mountains. It is located on the
Rajwas plateau near the renowned Pahalgam Golf course and away from the hustle &
bustle of the town. It is one of the best resorts where you can build beautiful memories with
your loved ones & families. The room is cozy and beautifully decorated with all modern
amenities. There are seven different room categories to select from Heritage rooms, Superior
rooms, Premier rooms, Deluxe suites, Three & Four Bedroom Cottages, and Presidential
Duplex Suites.

Statistics:

 Rooms : 66 rooms & suites

 Restaurants : 3 signature food & beverage restaurants
 Spa –
 Other Features Recreation Area, Outdoor activities, Trekking& Pony Rides

Conclusion

After exploring the destination for the whole day, you need proper rest & comfort when you
come back to your hotel. Well, in that case, ITC Hotels will be a great stay option for a
lavish & enjoyable stay.
ITC Hotels is welcoming their guests with warm hospitality and world-class luxurious
services since 1975. They are known for balancing environmental sustainability and being
connected with the culture & traditions of the country.

Sumeet Suri, general manager of JW Marriott [Link] was six years ago
today that the JW Marriott Kolkata opened its doors to the city. ET
HospitalityWorld spoke to Sumeet Suri, the general manager of the 281-key
property on what his hotel has achieved till now and what lies ahead.

Speaking of how the city performed in 2022, Suri began by saying that while

January proved to be a dampener due to the outbreak of Omicron, the good part
was that recovery happened very fast, by Mid-February, business was returning
in a big way.

“It was in Q2—April, May June (Marriottfollows calendar year), was the first
time we saw numbers crossing 2019 and this was across other hotels as well.
For us, in April we were equal to 2019 and by May we began to exceed them. I
think somewhere by June or July, we realised that 2019 was no longer a
benchmark. In Q3: July, August, September, we decided to change gears and
said it was time to increase ADRs. In Q4, we will pass the 2019 ADRs anyways
and the question now is, what is the new benchmark we can create—which has
probably never been done ever in the Kolkata market,” Suri said.

He said JW Marriott was working closely with ITC, Taj and Oberoi, four of the
top luxury properties and ADR leaders of the city on the increase. Unlike
Bengaluru and Mumbai, which had seen huge spikes in occupancy due to
massive demand, Kolkata continued to be more moderate. It was time however
to change the customer mindset.
“I think over the last few years there has been a mindset with guests who come
to say since they are in Kolkata, they should pay less. It's time now to build up
the industry together and set the benchmark. We've made some inroads already,
specifically between us and our neighbours and we've seen some success,” he
said.

On the subject of predicting what business was going to be like in the future,
Suri said the next two quarters, given that it was wedding season meant there
was a lot of business o books—but in the case of retail or corporate business,
post-Covid, predicting trends was still anybody’s guess. 

We realised that retail was something which was growing significantly. Coming
to the last few quarters, we realised that retail now was becoming one of our
biggest trends and we would like to focus on that segment. So, while we are a
heavy on convention hotel, dependent on weddings and MICE, we realised that
there's enough and more window or space to be given to retail,” he said about
changes in business patterns
The other thing he mentioned was the kind of MICE business that they were
doing in the pandemic years—they would take anything that came their way, be
it sports business, or film crews, and even shipping crew—which would not in
normal circumstances stay in properties like his. The hotel is now not looking
for this category.

Weddings on the other hand has seen an incredible increase in ADRs in the
region of 30 to 40 percent and Suri was keen to capture as much of the business
as he can—they see the scope to increase ADRs a further 20 percent, he added.

“I think there are customers who are willing to pay more but they have a very
clear thought process on what they want in return—value for money still stay
remains the byword: you don't get value you won't get customers, but value
perception of what is the price and what you're giving in return is crucial,” Suri
said.

Business challenge
ITC Hotels was looking for a solution to empower its Guest Contact
Centre team to effectively manage hotel reservations related queries,
requests and issues raised by its aggressively growing guest base. There
used to be lot of manual interventions and difficulty in collaborating with
different teams leading to delays. There was no proper mechanism to
ensure SLA compliance causing significant guest dissatisfaction.
Management team also wanted to have better visibility into the
operations so wanted to go with a unified digital platform and hence the
company turned to Talisma.
The key challenges being faced by ITC Hotels include:
• High degree of manual intervention leading to data inconsistencies,
duplication of effort causing operational inefficiencies and unnecessary
delays
• Soaring operational costs and the need to improve guest experience
• Top management had limited insights into guest engagements
• Issues concerning compliance with stringent SLAs and measure guest
satisfaction

• No means to seamlessly exchange information across functions

• Difficulty collating timely information from multiple sources to provide
actionable insights to the management
• Guest satisfaction and retention in a highly competitive environment
ITC Hotels decided to go with Talisma after an extensive exercise in
diligence. Before deploying Talisma, ITC Hotels was using a third-party
email application to manage its communication needs. The solution was
unable to scale up to meet ITC Hotels’ growing guest experience
management needs. ITC Hotels chose Talisma Digital Platform because:
• Talisma’s extensive experience in implementing omni- channel solutions
across various industry verticals and helping organisations in enhancing
their customer’s experience
• Talisma Digital Platform’s ease of use, maintenance and configurability
in terms of defining business rules, mapping different processes and
creating role-based user personas for different user groups
• Compatibility across different mail server platforms
• In-depth analytics capabilities to measure KPIs
• Ability to enable additional touch points and extend the solution
footprint depending on the dynamic business needs
• Talisma being a one-stop shop for providing end to end solution, the
complete ownership and accountability of the solution lies with one
technology provider leading to faster turn around
The evaluation parameters
Talisma CEM Solution was evaluated against the best-of- breed products
on multiple parameters including, but not limited to the following:
• Credibility of the organisation
• Maturity of the product and implementation experience
• Richness of features and functionality
• Solution fitment to the existing and future business needs of ITC Hotels
• Flexibility and Scalability of the solution
• Ease of usage and maintenance
Today, ITC Hotels’ Guest Contact Centre Team comprising third-party BPO
service provider is using Talisma Digital Platform. The solution’s customer
service management capabilities are being used to enable guests to reach
out to ITC Guest Contact Centre for managing their reservation(s).
Solution highlights
• Intelligent routing rules for automatically routing cases to the relevant
teams based on reservation source, hotel chosen, the request is aligned
to, guest segment and agent load
Well defined escalation & SLA management Pre-defined repository of
frequently used responses
Automatic trigger based e-mail alerts and notifications to
leads/supervisors in case of any escalation
Talisma analytics to draw out reports to measure key metrics such as TAT,
AHT, TAT compliance, agent productivity, case status and volume across
teams
Talisma Digital Platform meets ITC’s
business challenges
Talisma offered ITC Hotels a robust centralised platform to effectively
handle thousands of guest e-mails while ensuring that no guest e-mail
slipped through the cracks and each communication gets a prompt
response. Various teams within ITC Hotels now have a unified view of the
guest including interaction history enabling them to service guests better.
Top valuable features of Talisma Digital Platform according to ITC Hotels
• Ease of usage leading to faster user adoption
• High configurability to enable ITC Hotels to extend the usage of the
Talisma across other hotels
• Compatibility across different e-mail servers and protocols
• Workflow automation capabilities to streamline processes
• Ability to provide a seamless experience to internal and external
stakeholders
• Analytics capabilities to empower us collate timely, accurate
information and reports for providing better visibility into daily
operations and take necessary actions
• Scope for improving guest experience
ITC Hotels’ guests now benefit from a single interaction resolution
approach of the hotel. Talisma Digital Platform has helped the hotel chain
drive collaboration across teams with ease of information sharing,
enhanced monitoring and tracking all of which are also available to the
management. The cost of service and service time have come down
significantly while the service quality has gone up thanks to improved
agent productivity.

ITC Hotels is thus able to live up its reputation as a premier guest service
provider and able to add and retain more guests. ITC Hotels has also
enhanced the ROI derived from Talisma Digital Platform by extending the
system to other hotels as well.
Key benefits
• Significant reduction in support costs due to automation of processes
and increase in agent productivity
• Better SLA compliance due to better monitoring and tracking with
automated alerts and notifications to concerned stakeholders
• Improved key metrics being tracked by the management
• Better monitoring, tracking and visibility to the senior management
• Seamless collaboration across different teams for faster resolution
improving the overall guest experience
Benefits in numbers
• 43% increase in guest satisfaction
• 36% decrease in AHT
• 32% increase in contact centre productivity • 24% of cost savings
The path ahead
ITC Hotels plans to further strengthen Talisma Digital Platform’s footprint
across other touch points and leverage its omni-channel capabilities, new
functionalities and features released from time to time and map the entire
guest journey onto a single platform.

Important lessons they teach at ITC

 1. Communication Is Also About Listening
As Far As Managerial Learnings Go, There’s Nothing Greater Than The
Advantages And Pitfalls Of Communication. When Done Well, It Can
Lead To Amazing Results. Otherwise, It Can Cause Hostility In A Team.
Remember That Communication Is Equal Parts Listening And Speaking.
The Point Is To Convey Ideas Or Messages, But Also To Invite Opinions
And Feedback. Be Open To Feedback, Even As A Manager. Listen To
Your Team Members. If Their Work Is Not Up To The Mark, They May
Be Going Through A Crisis. If You Listen To Them They’re Bound To Be
More Open With You The Next Time.

2. Your Team Needs To Be Able To Rely On You

Becoming A Reliable Manager Is A Great Feat. It’s Definitely Not Easy.
Not Only Do You Have To Satisfy Your Seniors But Also Keep Your
Team Happy. But At The End Of The Day, If You Can Spare Time For
Your Team, Act On Their Ideas And Give Them Due Credit, That’s
Already Worth Acknowledging.

3. Practice Empathy, Don’t Just Preach It

It’s Easy To Talk About Being Empathetic. A Little Too Easy At Times.
But Truly Understanding What It Means, How To Practice It And
Approach The Idea Of It, Is A Different Story. When You Talk About
Being An Empathetic Manager, Make Sure You Practice It As Well. Your
Team Will Learn From You Every Step Of The Way. If You’re Someone
They Can Expect Empathy From, It’ll Add To Their Job Satisfaction.
Putting Yourself In Their Shoes, Understanding Where They’re Coming
From And Giving Them Space To Recover Are A Few Things You Can
Implement From Day One.

4. Trust Really Is The Bedrock Of All Relationships

Management Lessons Are Incomplete Without Mentioning Trust. Trust Is
The Ingredient For Effective, Lasting And Meaningful Workplace
Relationships. If You Want To Build Connections At Work, You Need To
Be Trustworthy. Your Team Will Trust You More If You Deliver On Your
Promises. Trust-Based Teams Will Take You Further Than You Can
Imagine. If Someone On Your Team Can’t Trust You As Their Manager,
They’ll Likely Switch Teams Or Quit. Try To Build Trust With Each
Employee.

5. Collaborate And Delegate, You Can’t Do Everything Alone

Collaboration Doesn’t End At Brainstorming And Hearing Everyone’s
Ideas. You Have To Trust Your Team To Execute And Take These
Ideas Forward. It’s Liberating To Have Someone Trust You Enough To
Let You Take The Lead. Delegation Is Part Of Managerial Lessons.
When You’re Collaborating With Your Team, Delegate Tasks That
Speak To Each Of Their Strengths. Not Only Will This Strengthen Your
Team Dynamics But It’ll Reap Optimal Results.
There Are Endless Management Lessons And Most Are Subjective.
What You Learn From Them Might Be Different From Your Colleague.
Management Learnings Are Part Of The Process Of Becoming A Better,
More Efficient Professional. There’s A Learning Curve To Every Job
Regardless Of Position. What You Need Is To Be Open To Learn, Grow
And Acknowledge Your Mistakes. The Whole Point Of It Being A Lesson
Is To Learn And Become Better.

Managing Teams The Right Way

Harappa’s Managing Teamwork Course Will Teach You What Makes A

Team Effective. From Formation To Outcomes, Learn About Every
Aspect Of Team Building. With Frameworks Like The Skill-Will
Matrix And The Social Styles Model, You’ll Learn To Recognise The
Unique Traits And Strengths Of Your Team Members. Become A
Reliable, Trusted And Empathetic Manger By Enrolling Today!

These are the opening words of a rather formidable source: the most recent
edition of Gallup's State of the American Workplace report, released in 2020.
It's one of the most comprehensive surveys of U.S. management trends in
existence, based on data compiled from nearly 200,000 employee panel and poll
participants and more than 31 million survey respondents.
The report's findings are sobering. A large majority of employees say they are
not managed in a way that motivates them to do outstanding work. And only
about one-third of employees say they are engaged at work. "These figures
indicate an American leadership philosophy that simply doesn't work anymore,"
Gallup CEO Jim Clifton writes in the report.

Gallup found a similar trend worldwide a year earlier. In 2019, its State of the
Global Workplace report found that global employee engagement was a dismal
15 percent. "The current practice of management—which attempts to turn
weaknesses into strengths—doesn't work," the report says of global
management practices.
In sum, a majority of workers around the world are not engaged at work. A
large majority say they are not managed in a way that motivates them to do
outstanding work. This was the grim state of management going into 2020. 
Then came COVID-19. 

The Great Accelerator

The coronavirus pandemic transformed the world and the workplace, and
accelerated some of the existing trends that Gallup and others had observed in
the management and leadership space.
For example, before COVID, Gallup found that more and more workers were
looking for a sense of purpose. "All employees need fair pay. But they are now
driven more than ever by mission and purpose and require a workplace culture
that delivers it," wrote Clifton in the Global Workplace report.
This movement toward purpose-driven work was accelerated by the pandemic,
which has had a "life is too short to settle" crystallising effect on many
employees. In turn, this acceleration has helped drive the Great Resignation that
workplace experts say is now taking place. 
In the U.S., a record 4 million people quit their jobs in April alone, according to
Labor Department statistics. In Canada, 33 percent of employed Generation Z
and Millennial professionals reported plans to pursue a new job, according to a
recent survey from the Robert Half staffing firm. Worldwide, a Microsoft
survey of more than 30,000 global workers found that 41 percent were
considering quitting or changing professions this year.
A range of factors are driving these transitions, but one reason has been
consistently cited: Employees would now rather quit and start over somewhere
else than remain in a job where they feel unheard and undervalued, and lacking
a sense of purpose. This makes the already needed changes to the practice of
management and leadership even more urgent. 

Mission, Purpose, Meaning

If Gallup is correct and the prevailing practice of management no longer works, how can one
buck the trend and become a superb manager? Moving forward, it will be incumbent upon
managers to be aware of what the workforce of the future will need and want: a workplace
that delivers mission, purpose and work that is meaningful.

"Researchers have shown meaningfulness to be more important to employees than any other
aspect of work, including pay and rewards, opportunities for promotion, or working
conditions," write Catherine Bailey and Adrian Madden in a recent piece in the MIT Sloan
Management Review.

In defining meaningful work, Bailey and Madden found that it has some essential attributes.
Meaningful work matters to people other than just the workers themselves; it is self-
transcendent. It sometimes feels poignant and emotionally deep, but these feelings usually
come and go in an episodic fashion. The deeper meaning of the work is often experienced
upon later reflection, rather than in the moment itself. And it is best understood within the
context of one's personal life experiences.

But accomplishing meaningful work, being aligned with mission and having a sense of deep
purpose are by no means givens in many jobs and organisational roles. And Bailey and
Madden found in their research that "poor management" is the top destroyer of
meaningfulness.

Managers in the post-COVID workforce can maximise their chances of succeeding in their
roles by serving as "matchmakers" of mission and meaning. These managers will take the
time and effort to understand, appreciate and develop the capabilities of each individual team
member, and then match them with the organisation’s mission in a way that makes best use
of those talents.

To do this, these successful managers will coach to strengths and build on them, look for
developmental opportunities to help staffers advance career goals and recognise the
accomplishments of each team member. They will also be adept at explaining how an
employee's work is critical to the larger mission of the organisation, so that the forest is not
lost amid the trees.   

Technology vs. Humanity

When one looks past the pandemic and into the future, an irony comes into view: What if the
most serious challenges to management and leadership in the future come out of the
unintended consequences of brilliant innovation?

It's likely that we are nowhere near the advanced stages of technological innovation. This
raises the possibility that the development of artificial intelligence technologies will continue
until, in the words of futurist Scott Klososky, AI goes "from knowing me, to representing me,
to being me, to replacing me." 

It is also possible that current exoskeleton technology will continue to evolve until IT
implants can safely augment brain function. If this occurs, will "transhuman" beings, with
their enhanced brain capacities, use their advantages to become a new elite leadership class?
"We invent technologies without ever really having an understanding of what they are going
to do to us. It's probably time to get a little wiser," Klososky said at a recent conference I
attended.

But even in a future such as this, successful managers will realise that as technology
continues to advance, the human element—which technology can never fully replicate—will
become more and more valuable. And so, for all their technical skill, these managers will be
focused on the human side of management.

In hiring and recruiting and promoting, they will look for professionals with key human
attributes such as high emotional intelligence, self-awareness, and the ability to think outside
the box and question assumptions.

They will understand that it is only human for people to forget what a manager said or did,
yet remember how that manager made them feel. They will be aware that, by dint of their
organisational position as somebody's "boss," what they say might reverberate in an
employee's head for days. 

These successful managers will think of management not as a fixed practice, but as an
endeavour that demands agility, including the ability to adapt to the evolving values of the
workforce. They will know that they need to be agile in managing their own human biases.
And they will know that further change, and further challenges, are coming. They have learned to
relish the adventure. 
Multiple Drivers of Growth

ITC is the country's leading FMCG marketer, the clear market

leader in the Indian Paperboard and Packaging industry, a
globally acknowledged pioneer in farmer empowerment through
its wide-reaching Agri Business, a pre-eminent hotel chain in
India that is a trailblazer in 'Responsible Luxury'. ITC's wholly-
owned subsidiary, ITC Infotech, is a specialised global digital
solutions provider.
Over the last decade, ITC's new Consumer Goods Businesses
have established a vibrant portfolio of 25 world- class Indian
brands that create and retain value in India. ITC's world class
FMCG brands including Aashirvaad, Sun-feast, Yippee!, Bingo!,
B Natural, ITC Master Chef, Fabelle, Sun-bean, Fiama, Engage,
Vivel, Savlon, Classmate, Paperkraft, Mangled, Aim and others
have garnered encouraging consumer franchise within a short
span of time. While several of these brands are market leaders in
their segments, others are making appreciable progress.
Leveraging Institutional Strengths

The competitiveness of ITC's diverse businesses rest on the strong

foundations of institutional strengths derived from its deep
consumer insights, cutting-edge Research & Development,
differentiated product development capacity, brand-building
capability, world-class manufacturing infrastructure,
extensive rural linkages, efficient trade marketing and
distribution network and dedicated human resources. ITC's
ability to leverage internal synergies residing across its diverse
businesses lends a unique source of competitive advantage to its
products and services.
'Nation First: Sab Saath Badhein'
ITC's 'Nation First: Sab Saath Badhein'philosophy underlines
its core belief in building a globally competitive and profitable
Indian enterprise that makes an exemplary contribution to
creating larger societal value. As a company deeply rooted in
Indian soil, ITC is inspired by the opportunity to serve larger
national priorities. A global exemplar in Sustainability, ITC is
the only enterprise in the world of comparable dimensions to
be carbon-positive, water-positive and solid waste recycling
positive for over a decade now. ITC has created over 6 million
sustainable livelihoods. Nearly 42% of the total energy
consumed in ITC is from renewable sources. ITC's premium
luxury hotels have the unique distinction of being LEED Platinum
certified.
ITC's Well-being Out of Waste programme (WOW) that
comprehensively addresses the problem of solid waste
management, of which plastic waste is a significant component,
provides an end-to-end sustainable and scalable solution that has
reached out to over 1.8 crores citizens in the country.
Together with farmers and local communities, ITC has
implemented large-scale interventions in climate-smart and
sustainable agriculture that make a meaningful contribution to the
Prime Minister's vision of doubling farmer incomes. Towards
this, ITC has launched an integrated programme titled 'Bara
Mahine Hariyali' (maximising farm utilisation over 12 months
of the year) to give a new dimension to the complex task of
multiplying farmer incomes. ITC is collaborating with NITI
Aayog to progressively build capacity of 2 million farmers in 27
Aspirational Districts to help enhance rural incomes.
ITC is investing in India's future by building world-class
consumer goods factories and iconic hospitality assets that will
contribute to the country's competitive capacity. These investment
projects underpin the Company's support to the Government's
"Make in India" vision.
 DESIGN & DETAILING

Each hotel celebrates the rich culture and history of the destination through
distinctive architecture, arts, crafts and rituals. Additionally, the design and
architecture optimises the interaction with natural elements such as sunlight and air
for the wellbeing of our guests and associates
 SIGNATURE DINING

A globally recognized repertoire of Indian and International culinary

brands like Bukhara, Dum Pukht, Avartana and Ottimo amongst
others accentuate culinary artistry and heighten the diners
experience with distinctive flavours and aromas. Our culinary
masters continuously strive to unearth lost recipes and resurrect
secret gems from traditional kitchens for today’s connoisseur to
relish and marvel at.

KOLKATA: The board of ITC on Wednesday approved the merger

of its subsidiaries, ITC Hotels and Ansal Hotels, with itself. The
proposed merger, however, does not include Bay Islands Hotels, a
wholly-owned subsidiary of ITC Hotels, with ITC.
Insiders refused to elaborate on the board decision on merger of
Bay Island with ITC, saying, “All we know is that post-amalgamation
of ITC Hotels with ITC, Bay Islands will become a wholly-owned
subsidiary of ITC.” 
The statement issued after the company’s board meeting held in
Kolkata also does not mention Bay Islands Hotels at Port Blair. JM
Morgan Stanley acted as advisors to the transaction.
All the three companies held their meetings in Kolkata during the
day. On the proposed merger, ITC said ITC Hotels shareholders will
get three shares of ITC for every 25 shares held by them.
On the other hand, Ansal Hotels shareholders will get one share of
the parent ITC for every 150 shares held by them. Consultants SB
Billimoria and Company (SBB), along with former managing
partner, YH Malegam assisted ITC to carry out the valuation
exercise and determine the share exchange ratio. 
On Wednesday, ITC stock closed at Rs 1,033.25. It touched an
intra-day high of Rs 1,040.45 and intra-day low of Rs 1,030 on the
BSE. The stock touched a high of Rs 1,040.70 and a low of Rs
1,030.55 before closing at Rs 1,033.95 on the NSE. Some 1,13,265
shares were traded on the two bourses.
ITC Hotels stock closed at Rs 144.95 on BSE and at Rs 146.15 a
share on NSE. Some 42,481 shares of ITC Hotels were traded on
the exchanges. ITC chairman YC Deveshwar said, “It’s a win-win
situation for all stakeholders. The timing of the amalgamation is
particularly appropriate as the travel and tourism industry in India is
poised for rapid growth.” 
Synergies of the proposed amalgamation will bring strategic
benefits to all entities, the company stated in its release. 
Apart from enhancing ITC’s earning per share (EPS), shareholders
of ITC Hotels and Ansal Hotels will also benefit as they will be able
to participate in the larger growth opportunity, given ITC’s
diversified portfolio and strong balance sheet, the official
communiqué said. 
Nearly 80% of the capital employed in the hotels business is
already residing in ITC’s balance sheet. The proposed
amalgamation will, therefore, facilitate better alignment of
investment and income. Besides, it will promote fiscal efficiencies
and rationalise operating costs, the company said. 
Company officials claim the proposed merger will have only a
marginal impact on ITC since it holds a controlling stake in the two
subsidiaries. 
ITC holds some 72.06% equity capital of ITC Hotels, which
manages some 55 hotels spread across the country. Together with
ITC Hotels, it holds 90% of the equity share capital of Ansal Hotels. 
The proposed merger will be effective from April 1, ’04. The merger
will be subject to various regulatory and statutory approvals.

ITC's equity shares are listed on Bombay Stock

Exchange (BSE), National Stock Exchange of India (NSE) and Calcutta
Stock Exchange (CSE).[21]The company's Global Depository
Receipts (GDRs) are listed on the Luxembourg Stock Exchange. ITC is a
constituent of two major stock market indices of India: BSE
SENSEX and NIFTY 50 of NSE.[22]
 Shareholders (as on
Shareholding
31 March 2020)

Financial Institutions 42.41%

FIIs and FPIs 14.63%

Foreign Companies 29.47%

NRI's, OCIs, and

0.69%
Foreign Nationals

Body Corporates 1.03%

Public and others 11.65%

Share underlying
Global Depository 0.12%
Receipts

100.0%

Total
ITC: Winning the Future
Consumer Centricity, Innovation, Digital Transformation
and Sustainability
As we step into the third year of the pandemic, it is
abundantly clear that we are at the crossroads of a redefined
future. While economies started rebounding, new challenges
emerged including geopolitical tensions, inflationary
headwinds as well as extended supply chain disruptions. Our
journey into the future will be shaped by our ability to adapt
to the new normal and address emerging challenges with
agility, innovative capabilities, inclusivity and resilience.
While the COVID-19 crisis has caused unprecedented
disruptions to human life and economic activity, it has also
provided multi-dimensional learnings which will power
transformational change going forward. We witnessed the
constant breakthroughs in science, technology and
innovation, the extraordinary fortitude displayed by
humanity in serving people in distress, the unprecedented
scale of collaboration and rapid forging of partnerships, all
of which tell a story of hope and resilience and of
humankind’s ability to rise as one and overcome every
adversity. The Black Swan event also accentuated the
undercurrents of Digital and Sustainability as predominant
megatrends and these will continue to be the two most
defining trends of the future.
Recognising the need to scale new horizons of
competitiveness, ITC pivoted with agility and resilience
to navigate through the dynamic environment with
consumer-centricity, demonstrating speed in seizing market
opportunities, relentless focus on execution excellence and
pro-active strategic interventions.
An extensive strategy reset across all businesses to define
the contours of ‘ITC Next’ helped putting in place structural
drivers to ensure that the enterprise would remain future-
ready, nimble and inclusive.
As a core element of the ITC Next strategy, ITC has been
exploring opportunities to craft disruptive business models
anchored at the intersection of Digital and Sustainability, the
two defining trends that are redefining the ‘new normal’,
while leveraging the Company’s institutional strengths.
ITC has always believed that when enterprises make societal
value creation an integral part of their corporate strategy,
powerful drivers of innovation emerge that make growth
more enduring for all stakeholders. This paradigm of
‘Responsible Capitalism’ focuses on extreme
competitiveness but in a manner that builds environmental
capital and supports sustainable livelihoods.

pandemic has accelerated adoption of digital across every

sphere of economic activity from supply chains
to production to consumer engagement and commerce to
remote working. It has opened up new opportunities,
enabling huge productivity gains in processes and systems,
besides creating new ‘digital-first’ business models. As the
ecosystem evolves rapidly, technologies like Artificial
Intelligence, Machine and Reinforcement Learning, IoT,
Robotics, are redefining the way business is conducted.
It is clear that enterprises need to develop deep
and distinctive digital capabilities to win the future.
At ITC, our aspiration is to create a ‘FutureTech’ enterprise
by powering cutting-edge digital technologies, investing in
processes, systems and people to enable competitive
business transformation. While the Company had already
created a large enterprise-wide digital footprint, the
pandemic paved the way for accelerated digital
transformation across every node of the value chain.
The ‘Digital at ITC: Building a FutureTech Enterprise’
section of this feature provides a snapshot of ITC’s digital
interventions across businesses and operations.
Reimagining Sustainability
climate change, bringing sustainability back on centerstage.
The pandemic has also accelerated the need for livelihood
creation. Given such imperatives, the need of the hour is to
look at completely new models of economic growth which
integrate environmental stewardship and livelihood
generation into business models.
Anchored on the innovative and inclusive business models
that the Company has implemented over the last two
decades, ITC has now embarked on an even more ambitious
Sustainability 2.0 agenda to strengthen and scale up its large
gamut of interventions to enable the transition to a net zero
economy, work towards ensuring water security for all,
restore biodiversity, create an effective circular economy for
post-consumer packaging waste and scale up programmes
that support sustainable livelihoods. ITC is setting the bar
higher, while retaining its status as a sustainability exemplar.
Further details are provided in the ‘Sustainability 2.0 -
Promoting Responsible Capitalism’ section of this feature.
Focus on Consumer Centricity
The pandemic has also led to a marked shift
in consumer behaviour, increasing the demand for products
focusing on health, wellness, safety
and hygiene. Preference for trusted brands is on the rise.
There is a significant demand for convenience, natural and
organic.
It is therefore critical for organisations to not only deal with
the immediate context, but also speedily spot evolving
trends and leverage their institutional strengths to design,
develop and deliver products and services to consumers
ahead of time. The ITC Next strategy aims to achieve the
next horizon of growth by revitalising its offerings to
address the fast evolving trends and consumer preferences.
The pages that follow provide a glimpse into ITC’s multi-
dimensional growth drivers, which will power the Company
to a new horizon of competitive and sustainable progress,
creating even larger value for all its stakeholders.
Extreme and frequent weather events have emerged as
existential threats necessitating enhanced action on