As a hospitality professional rooted in the heart of Rajasthan, Kamal Bhardwaj, General Manager, The Fern – an Ecotel Hotel, Alwar – Sariska, Rajasthan, believes that true success in the hospitality industry lies in the ability to understand people—their journeys, their expectations, and the value they seek. Operating in a Tier 2 destination like Sariska, he feels a unique blend of modern aspirations and traditional preferences can help make the service approach toward guests both nuanced and deeply rewarding.
In today’s increasingly dynamic travel landscape, there is no one-size-fits-all model for guest satisfaction. Understanding and adapting to varied customer expectations is at the core of our strategy at The Fern, Sariska. We start with insight. Comprehensive market research helps us define our audience—not just demographically, but psychographically. Knowing who our guests are and what drives their choices allows us to anticipate their needs even before they articulate them.
Training the team
Hospitality begins at the front lines. Regular training sessions for our staff focus on empathy, active listening, and flexibility. Whether it’s a city dweller looking for a quiet retreat or a family seeking adventure, our team is trained to respond with personalised care.
Establishing feedback loops
Our feedback mechanisms are not just check-boxes—they’re active instruments for improvement. We constantly gather and analyse guest input to fine-tune our service delivery and evolve our offerings.
Tier 2 vs. Metro: a different hospitality lens
Having worked in both metro and Tier 2 locations, I can confidently say that guest behaviour and expectations vary significantly.
In a Tier 2 city like Alwar, guests often seek authenticity and value for money more than luxury. This doesn’t mean compromising on quality. It means aligning our offerings with local culture—highlighting regional heritage, incorporating traditional flavours, and ensuring a price point that resonates with domestic travellers.
Sustainability as strategy
At The Fern, sustainability is not just a buzzword—it’s a fundamental operating principle.
- Energy Efficiency: We’ve invested in LED lighting and efficient HVAC systems that reduce energy consumption while maintaining guest comfort.
- Waste Management: We actively recycle and have minimized single-use plastics across the property.
- Local Sourcing: From food to furnishings, we work with local vendors, ensuring minimal carbon footprint and stronger community ties.
- Guest Participation: We involve our guests in our green journey through initiatives like towel reuse programs and eco-education signage.
These measures not only benefit the environment—they’re cost-effective and increasingly valued by the conscious traveller.
Navigating challenges in Tier 2 destinations
Operating in a Tier 2 destination comes with its own set of hurdles—but each challenge presents an opportunity.
- Talent Acquisition: The talent pool can be limited. To counter this, we offer structured training programs, competitive compensation, and clear career pathways.
- Vendor Ecosystem: We often work with emerging vendors, supporting their growth through partnerships and quality benchmarks.
- Marketing Reach: Visibility can be a constraint. We rely heavily on digital outreach, influencer collaborations, and the power of guest referrals to amplify our brand.
The power of domestic tourism
Domestic travellers are the lifeblood of our business, especially during lean seasons. We create curated packages tailored for Indian families, couples, and solo explorers. By promoting local attractions and crafting experiences rooted in Indian sensibilities, we ensure that our offerings feel both accessible and special.
Our hospitality mantra: personalised care and local charm
Our approach is simple: treat every guest like they’re coming home. From the décor that reflects the heritage of Rajasthan to the cuisine inspired by local flavours, we aim to deliver an experience that is personalised, warm, and memorable.
Capitalising on destination-driven travel
Sariska, with its wildlife, forests, and cultural richness, is a natural magnet for weekend getaways and eco-tourism. To tap into this potential:
- We offer guided wildlife safaris, nature treks, and local cultural interactions.
- Partner with trusted tour operators to deliver seamless and enriching guest experiences.
- Market these offerings aggressively across digital platforms and offline travel networks to put Sariska on the travel map for both leisure and adventure seekers.
By staying attuned to the evolving needs of our guests, embracing sustainability, and drawing on the strength of local culture, we at The Fern – Sariska are crafting a hospitality experience that is not just memorable, but meaningful.
