Sneha Agarwal, Director of Hotel Hillock, is a seasoned hospitality professional with a deep-seated passion for delivering exceptional guest experiences. She established the hotel in 2010 with a vision to provide a luxurious stay, known for its European-inspired architecture, interior design, and quality service.
The Indian hospitality sector is booming and how. According to Market Research Future data, in 2024 the Indian hospitality industry was valued at $29.30 Billion. The industry is slated to grow from $30.78 Billion in 2025 to $47.83 Billion by 2034, growing at a CAGR of five percent.
Hotelier Sneha Agarwal, Director, Hotel Hillock supports the numbers through interesting observations. “The Indian hospitality industry is going through its best phase now, with major global events being hosted by India and the country’s infrastructure growing rapidly.”
Competition from Global Players
She shines the light on the rising competition being faced by local hospitality players from international hospitality players. “International giants like Marriott, Hyatt, and Four Seasons are expanding aggressively in India, which poses a real threat to local players.” While the entry of global giants is a sign of the lucrative Indian hospitality sector, yet this move could place local players at a disadvantage. “These global brands have massive backing, including stronger brand recognition, better vendor deals, economies of scale, and lower operational costs. This makes it tough for smaller Indian players to compete and to help local brands grow and thrive,” says Sneha matter-of-factly.
Adding Local Flavor to Hospitality a Superpower of Local Players
However, there is one factor that could differentiate India players from their international counterparts, i.e. deep understanding of local hospitality.
Sneha also believes in the same. She highlights the importance of authenticity and providing a localized hospitality experience to patrons.
She explains, “Internationally, consumers have options such as a five-star European family-owned brand, Sacher. They offer luxury with global chains, but what sets them apart is the authenticity they offer. Being deeply rooted in the culture is something that sets local brands apart. That's something to value when a brand reflects the soul of its region. Indian hotels such as Mumbai’s ITC Maratha or ITC Ahmedabad, offer culture-oriented services, which becomes memorable for guests.”
Sneha also believes that there should be a cap on how much space international hospitality brands can take, so that local players get the chance to thrive and showcase the richness of their own culture to global guests.
Shifting Consumer Expectations in Hospitality
While travelling, people have different needs according to their respective situations, such as business, conference, luxury, or with family. While the categories may seem similar, the expectations are quite different. “For example, a business traveler will prioritize things like strong Wi-Fi, a work desk, and meeting rooms, whereas a luxury or family traveler will look for amenities like a spa, play area, or pool. The purpose of travel defines what a guest looks for in a hotel,” explains Sneha.
Sneha shares an anecdote from her personal experience to highlight the shift in Indian travelers’ travel spending. “Indian travelers are certainly spending more on travel now. At our Hotel Hillock in Mount Abu, previously, peak summer season saw mostly international travelers as they could comfortably afford the steep prices. However, at present, most of our guests are Indians.”
She believes that Indian travelers have now understand the value of staying in good hotels. It shows how every generation has raised the bar for comfort and luxury in their travels.
Hospitality: A Challenging Industry to Enter
The hospitality industry is a complex and challenging business, which requires a significant initial investment required. “Setting up a hotel, involves numerous departments and roles, including housekeeping, chefs, front office, guest relations executives, waiters, tailors, doctors, architects, and engineers, making it difficult to manage and ensure smooth operations,” says Sneha shedding light on the demands of the hospitality sector.
In today’s digital age, hospitality players also have to be mindful that guests choose their stays based on online appearance and reviews. Needless to say, the right marketing strategy is essential for success.
But Sneha asserts that the key requirement for success is a good product. “The most important aspect of marketing is the product, which is the foundation for success. One should have a solid product and be confident in their operations. Marketing should focus on reaching the right audience and maintaining strong brand value. Additionally, keep a remembrance value; consistently introducing new amenities, menus, or services is crucial to keep people interested and remember your brand.”
Sneha is now leveraging her expertise and experience in the hospitality sector to help other smaller players manage their business better. Although the plan is in a nascent stage, Sneha explains the skeleton of the idea. “We are looking into how we can help smaller hospitality players who have interesting properties but lack the expertise,” she says. “After running two successful hotels, we plan to help other family-run hotels. My vision is to leverage our legacy of nearly 100-year in hospitality to help others run their hotels and promote their hospitality culture and values,” signs off Sneha.
