Insights into the Hospitality Industry: An Entrepreneur’s Journey and Vision of Bivan Choudhury

With over three decades of experience in the hospitality industry, Bivan’s journey began at the young age of 13. He has held various hands-on roles and worked with prestigious 5-star hotels and renowned retail chains, honing his skills in guest services, operations, and management. His passion for creating exceptional guest experiences and his commitment to excellence led him to establish Ilara Hotels & Spa, where he combines luxury with personalised service to redefine hospitality standards. Under his visionary leadership, Ilara Hotels & Spa has become a beacon of innovation and excellence in the competitive hospitality market.

Introduction:

Could you provide a brief overview of your background and experience in the hospitality industry?

With a career spanning over three decades, I’ve been immersed in the hospitality industry since the age of 13. Starting with hands-on roles, I’ve gained extensive experience in guest services, operations, and management. My journey has included working with several prestigious 5-star hotels and renowned retail chains, where I honed my skills in delivering top-tier luxury experiences and exceptional customer service. Creating memorable experiences for the brands I represent and the guests I serve has always been my passion. My expertise encompasses ensuring impeccable customer satisfaction, leading high-performing teams, and maintaining the highest standards of service quality. From front-of-house excellence to behind-the-scenes coordination, I’ve developed a unique skill set that ensures a seamless experience for every guest.

What inspired you to become an entrepreneur in this sector?

Hospitality has been my passion from a very young age, and it has driven every step of my professional journey. Since the age of 13, I have been captivated by the art of creating memorable experiences for guests. Exposure to various roles within prestigious 5-star hotels and retail chains enriched my understanding and appreciation for exceptional service and operational excellence.

The inspiration to become an entrepreneur stemmed from a deep-rooted desire to take my passion to new heights. I realised that entrepreneurship would empower me to build and lead ventures that reflect this ethos. By forging my own path, I aim to create guest-centric initiatives that set new industry standards and bring my vision of hospitality to life.

Vision and Concept:

What was the inspiration behind your hospitality business concept?

The inspiration behind my business concept is rooted in my lifelong passion for hospitality and my commitment to creating exceptional experiences. Having worked in the industry from a young age, I witnessed the transformative power of outstanding service and unique experiences.

My goal was to combine the best practices of top-tier 5-star hotels and retail chains with innovative, guest-focused approaches. I envisioned a hospitality experience that goes beyond expectations, offering personalised service, cutting-edge amenities, and a warm atmosphere that feels like home.

I also sought to bridge the gap between luxury and accessibility, ensuring every guest feels valued and pampered. By blending high service standards with memorable touches, my concept strives to redefine exceptional hospitality.

How does your business stand out in the competitive hospitality market?

Ilara Hotels stands out due to its unwavering commitment to excellence, innovation, and personalised guest experiences. Our meticulously hand-picked team, each expert in their domain, ensures every aspect of our service is top-notch.

Our leadership team plays a crucial role. Co-founder Goshmi Seth brings visionary leadership; Director of Operations Rahul Kaushal offers strategic insight; CFO Chandrasekhar ensures financial health; and Heads of Operations Ashok and Samson oversee flawless day-to-day functions.

Marketing is driven by Chakradhar, who crafts compelling campaigns that resonate globally. In the culinary arena, Corporate Chef Shamsher and Executive Chefs Shabbir, Ajay, Naushad, Sarfaraz, and Mokim create exceptional dining experiences.

This collaborative, expert-driven approach allows Ilara Hotels to deliver consistent excellence and stand out in a crowded market.

Startup Journey:

Can you share the story of how your hospitality business came to fruition?

In 2013, after years of working with esteemed hotels and retail chains, I was inspired to launch a new kind of hospitality experience. Motivated by a desire to create something extraordinary — a brand that prioritised personalised service and meaningful guest interactions — the idea of building a chain of hotels and serviced apartments began to take shape.

A key turning point was partnering with my wife and co-founder, Goshmi Seth. Our shared passion for hospitality and commitment to excellence became the foundation of Ilara Hotels & Spa. We brought together our complementary strengths to craft a hospitality concept that would resonate with discerning guests.

Drawing from our experience and knowledge, we carefully laid the foundation of our business. Our vision was not just to open hotels but to offer a new standard in hospitality — one defined by care, innovation, and service that goes beyond expectation.

We assembled a hand-picked team of professionals to lead each domain — from strategic direction and financial planning to marketing and culinary excellence. With individuals like Rahul Kaushal overseeing operations, Chandrasekhar managing finances, and Chef Shamsher guiding our culinary direction, each person played a vital role in realising our vision.

Together, we built not just a business but an experience. Each touchpoint, from dining to service delivery, was designed to delight and make guests feel at home. Our journey reflects the values of passion, persistence, and a shared dream brought to life through collaboration and dedication.

What were some of the biggest challenges you faced when starting your business, and how did you overcome them?

Launching a new brand in the hospitality sector came with its share of challenges. The most daunting was entering a market dominated by globally recognised brands with long-standing reputations. Competing against these giants required clarity of purpose, strategic planning, and a distinct value proposition.

Another major challenge was assembling the right team. It was essential to find professionals who not only had the right skills but also shared our commitment to excellence and innovation. We needed individuals who believed in our vision and were willing to help bring it to life.

Crafting an effective marketing strategy was also a critical hurdle. In an already crowded space, we needed a compelling voice to stand out and communicate our uniqueness to potential guests.

Central to our vision was creating an experience that offered more than just luxury — one that was warm, authentic, and deeply personal. Delivering such an experience while ensuring operational efficiency and consistency presented its own complexities.

We overcame these challenges through resilience, collaboration, and a deep belief in our mission. We recruited and trained a passionate team aligned with our values. Our marketing strategy focused on authenticity, storytelling, and building meaningful connections with our audience.

By staying true to our brand ethos and consistently exceeding guest expectations, we created a reputation for excellence that helped us break through the noise. These challenges shaped us, made us stronger, and reaffirmed our belief that with passion and perseverance, we could redefine hospitality for a new generation of travellers.

Customer Experience

How do you prioritise creating memorable experiences for your guests/customers?

At Ilara Hotels, our unwavering commitment to creating unforgettable experiences for our guests is at the heart of everything we do. From the moment a guest steps through our doors to the time they bid us farewell, every interaction is meticulously crafted to leave a lasting impression of warmth, luxury, and exceptional service.

Central to our approach is the meticulous attention to detail that begins with audits at every stage of the guest journey. From check-in procedures to housekeeping standards, each aspect of the guest experience is scrutinised and refined to ensure consistency and excellence at every touchpoint.

To further elevate our service standards, we conduct mystery guest audits, allowing us to gain invaluable insights into the guest experience from an unbiased perspective. By anonymously evaluating various facets of our operations, we continuously seek opportunities for improvement and innovation, shaping our strategies to better cater to the discerning needs of our guests.

Guest reviews play a pivotal role in our quest for excellence, serving as a compass that guides our efforts to exceed expectations. By meticulously analysing guest feedback and addressing both commendations and areas for improvement, we adapt and evolve our services to deliver on our promise of a truly exceptional hospitality experience.

Training and briefings are integral components of our guest-centric approach, ensuring that every member of our team is equipped with the skills, knowledge, and mindset needed to create memorable moments for our guests. Through regular training sessions and daily briefings, we instil a culture of service excellence, empathy, and attention to detail that resonates throughout every interaction our guests encounter.

By harmoniously integrating these elements into our operational framework, Ilara Hotels strives to set new benchmarks for hospitality excellence. Each guest interaction is an opportunity to create a meaningful connection – a personalised touchpoint that transforms a stay into an unforgettable experience. It is through these collective efforts, dedication to continuous improvement, and unwavering focus on guest satisfaction that we forge lasting memories and build relationships that extend far beyond the confines of our hotel walls.

What strategies do you employ to ensure customer satisfaction and loyalty?

At Ilara Hotels, our paramount goal is to ensure unparalleled customer satisfaction and cultivate lasting loyalty among our guests. To achieve this, we have implemented a range of strategic initiatives that focus on personalised service, proactive engagement, and a deep understanding of each guest’s unique needs and preferences.

One distinctive strategy we employ is having our chefs actively present on the floor, engaging with guests to provide personalised recommendations, share culinary insights, and cater to specific dietary requirements. This interactive dining experience not only showcases our culinary expertise but also fosters a sense of connection and personal attention that enhances the overall guest experience.

Our top management team is instrumental in fostering guest satisfaction and loyalty. They go beyond traditional roles by personally meeting and greeting guests, creating a welcoming atmosphere and demonstrating a genuine interest in each guest’s stay. This personalised touch from our leadership team sets the tone for a warm and memorable visit, leaving a lasting impression on our guests.

Courtesy calls play a vital role in our strategy to ensure customer satisfaction and loyalty. By reaching out to guests during their stay to enquire about their experience, address any concerns, and gather feedback, we show our commitment to meeting and exceeding guest expectations. This proactive approach allows us to swiftly resolve any issues and tailor our services to individual preferences, enhancing overall satisfaction and guest loyalty.

Understanding our guests’ needs is a cornerstone of our service philosophy. Through regular interactions, detailed guest profiles, and comprehensive training, our staff members are equipped to anticipate and fulfil guests’ needs proactively. Whether it’s a special request, a personalised amenity, or simply going the extra mile to ensure a comfortable stay, we strive to exceed expectations at every level.

The “Namaste” culture ingrained in all levels of our staff embodies respect, hospitality, and a genuine desire to serve. This culture permeates every aspect of the guest experience, creating a warm, welcoming environment that puts guests at ease and ensures their needs are met with the utmost care and consideration.

By integrating these strategies into our service approach, Ilara Hotels endeavours to create a guest experience that goes beyond mere satisfaction, fostering strong relationships built on trust, personalised attention, and a commitment to excellence. It is through these tailored efforts, dedicated leadership, and a culture of genuine care and respect that we cultivate lasting customer satisfaction and inspire loyalty among our esteemed guests.

Innovation and Adaptation

How do you stay ahead of industry trends and adapt to changing consumer preferences?

At Ilara Hotels, staying ahead of industry trends and adapting to changing consumer preferences are fundamental to our commitment to delivering exceptional guest experiences. To ensure we remain at the forefront of the hospitality landscape, we employ a multifaceted approach that combines innovative thinking, continuous learning, and a deep understanding of evolving consumer dynamics.

One of the key strategies we adopt to stay ahead of industry trends is to foster a culture of innovation throughout our organisation. We encourage creativity and forward-thinking at all levels, empowering our team members to propose new ideas, experiment with novel concepts, and implement innovative solutions that anticipate and respond to emerging trends in the industry. By nurturing this culture of innovation, we create a dynamic environment that promotes adaptability and positions us as pioneers in setting new benchmarks for excellence.

Regular market research and trend analysis play a crucial role in our strategy to adapt to changing consumer preferences. By closely monitoring industry developments, analysing consumer behaviour, and studying emerging trends, we gain valuable insights that inform our decision-making and shape our service offerings. This proactive approach enables us to anticipate shifts in consumer preferences and adapt our strategies accordingly, ensuring we remain agile and responsive to evolving guest needs.

Furthermore, we prioritise continuous training and development for our team members to equip them with the knowledge and skills needed to deliver exceptional service in line with changing consumer expectations. By investing in ongoing education, professional development, and cross-functional training programmes, we empower our staff to embrace new technologies, respond to emerging trends, and cultivate a guest-centric mindset attuned to the ever-changing hospitality landscape.

Technology also plays a vital role in our efforts to stay ahead of industry trends and meet evolving consumer expectations. By leveraging cutting-edge software, data analytics, and digital solutions, we enhance guest experiences, streamline operations, and personalise services to suit individual preferences. From seamless online booking platforms to customised guest interfaces, we embrace technology as a tool to improve efficiency, optimise guest interactions, and remain relevant in the digital age.

In essence, our commitment to innovation, consumer insight, staff development, and technological integration forms the cornerstone of our strategy to remain ahead of industry trends and responsive to changing consumer preferences. By adopting a forward-thinking mindset, promoting a culture of continuous learning, and actively engaging with emerging developments, Ilara Hotels continues to lead the way in delivering hospitality experiences that resonate with the evolving needs of our guests.

Can you share an example of how you’ve innovated within your business to meet the needs of your target market?

Recognising the growing trend towards sustainable practices and environmentally conscious travel among our target market, Ilara Hotels embarked on a groundbreaking initiative to introduce eco-friendly amenities and promote a green ethos throughout our properties. With a deep understanding of our guests’ increasing concern for sustainability, we sought to innovate within our business to align with their values and cater to their evolving preferences.

To meet the needs of our environmentally conscious target market, we implemented a series of innovative practices aimed at reducing our carbon footprint and promoting sustainability. One of our key initiatives was the introduction of energy-efficient lighting systems, water-saving fixtures, and eco-friendly toiletries in all guest rooms. By embracing these environmentally friendly amenities, we not only reduced our environmental impact but also provided our guests with a guilt-free and sustainable stay experience.

Moreover, we launched a comprehensive waste management programme that focused on recycling, composting, and reducing single-use plastics across all our properties. Through partnerships with local sustainable suppliers and community initiatives, we sourced organic, locally produced ingredients for our culinary offerings, promoting a farm-to-table approach that resonated with our eco-conscious guests.

In addition to these operational changes, we introduced educational programmes and interactive experiences for our guests, such as eco-friendly tours, workshops on sustainable living, and opportunities to participate in local conservation efforts. These initiatives not only engaged our target market but also fostered a sense of environmental stewardship and raised awareness about the importance of sustainable practices in the hospitality industry.

By innovating within our business to meet the needs of our target market through sustainability initiatives, Ilara Hotels not only differentiated itself in a competitive landscape but also resonated with a growing segment of socially conscious travellers. Our commitment to sustainability aligned with the values of our guests and demonstrated our dedication to providing an exceptional stay experience that goes beyond traditional hospitality, creating a lasting impact and fostering loyalty among our environmentally conscious clientele.

Community Engagement

How do you engage with the local community to foster relationships and support sustainable practices?

At Ilara Hotels & Spa, we are deeply committed to engaging with the local community to cultivate meaningful relationships and promote sustainable practices. We recognise the importance of being active contributors to the communities in which we operate and strive to make a positive impact through various initiatives that prioritise social responsibility and environmental stewardship.

One way we engage with the local community is by forging partnerships with local artisans, producers, and suppliers to support small businesses and promote the region’s cultural heritage. By sourcing locally grown produce, handcrafted goods, and services from community members, we aim to boost the local economy and showcase the unique talents and offerings of the area.

Furthermore, we actively participate in community outreach programmes, charitable events, and environmental conservation projects to give back to the community and support causes that align with our values. Whether through volunteer work, sponsorship of local initiatives, or awareness campaigns, we seek to be active contributors to the well-being and sustainability of the local community.

In promoting sustainable practices, we implement eco-friendly measures within our operations, such as energy-efficient technologies, waste reduction programmes, and water conservation initiatives. By reducing our environmental footprint and encouraging eco-conscious behaviours, we aim to inspire our guests and the local community to embrace sustainable practices and become stewards of the environment.

Through these collaborative efforts and a shared commitment to social responsibility, Ilara Hotels & Spa actively engages with the local community to foster relationships, support sustainable practices, and create a positive impact that extends beyond our properties. It is through these meaningful connections and shared values that we strive to build a more sustainable and inclusive future for all stakeholders involved.

Are there any community initiatives or partnerships that your business is involved in?

At Ilara Hotels, we are proud to be actively involved in a range of community initiatives and partnerships that reflect our commitment to social responsibility and sustainable practices. Our engagement with the local community extends beyond our properties, allowing us to make a meaningful impact and contribute to the well-being of those around us.

One of the primary community initiatives we support involves partnering with local charities and non-profit organisations that are dedicated to addressing pressing social issues and supporting vulnerable populations. Through financial contributions, volunteering efforts, and fundraising events, we strive to make a positive difference in the lives of those in need and support causes that align with our values.

In addition to our charitable endeavours, we also collaborate with local schools, educational institutions, and youth programmes to provide mentorship, career guidance, and internship opportunities for aspiring hospitality professionals. By investing in the next generation and fostering talent development, we aim to support the growth of our local community and empower individuals to pursue meaningful careers in the hospitality industry.

Furthermore, we work closely with environmental conservation organisations and participate in sustainability initiatives designed to preserve the natural beauty of our surroundings and promote eco-friendly practices. Whether through tree planting drives, beach clean-up events, or waste reduction campaigns, we are dedicated to reducing our environmental footprint and advocating for a more sustainable future for all.

Our partnerships with local businesses, artisans, and suppliers also play a crucial role in supporting the community and promoting economic growth. By sourcing goods and services locally, we contribute to the livelihoods of small enterprises and craftspeople, helping to stimulate the local economy and preserve traditional craftsmanship and cultural heritage.

Overall, our involvement in community initiatives and partnerships at Ilara Hotels reflects our deep-rooted commitment to creating positive social impact, fostering meaningful relationships, and supporting sustainable practices. These collaborative efforts and shared values help us serve as responsible corporate citizens and contribute to the well-being and prosperity of the communities in which we operate.

Marketing and Branding

What strategies do you use to market your hospitality business and build a strong brand presence?

At Ilara Hotels, we employ a multifaceted approach to marketing our hospitality business and building a strong brand presence that resonates with our target audience. Our strategies are carefully designed to highlight our unique offerings, engage our guests, and foster lasting relationships that define our brand identity.

A key pillar of our marketing strategy is leveraging the power of guest advocacy. We prioritise guest satisfaction and strive to exceed expectations, encouraging our guests to share their positive experiences. Through exceptional service, personalised attention, and memorable moments, we cultivate a loyal base of customers who organically promote our brand through word-of-mouth and online reviews.

Building strong corporate relationships is another essential element of our approach. We understand the diverse needs of corporate clients and tailor our services to align with their specific requirements. By offering bespoke solutions, flexible arrangements, and attentive support, we position ourselves as trusted partners and preferred hospitality providers for their business needs.

Every team member at Ilara Hotels contributes to building our brand presence. We empower our staff to embody our brand values, deliver outstanding service, and create memorable experiences for every guest. Through a culture of excellence, ongoing training, and personal accountability, we ensure each interaction reflects our commitment to hospitality.

To enhance our visibility, we integrate traditional marketing channels with modern digital strategies. From engaging social media campaigns and targeted advertising to strategic partnerships and public relations, we utilise a diverse mix of tools to reach our audience, attract new customers, and strengthen brand recognition in a competitive landscape.

Through these well-rounded marketing strategies—centred on service excellence, corporate engagement, and digital outreach—Ilara Hotels continues to position itself as a preferred destination for discerning travellers and businesses alike. Our dedication to crafting exceptional experiences and engaging with our guests on a personal level remains at the heart of our brand-building efforts.

How do you leverage digital marketing and social media to connect with your audience?

At Ilara Hotels, we harness the power of digital marketing and social media to create meaningful connections with our audience. Through targeted campaigns, engaging content, and interactive platforms, we cultivate an online presence that reflects our brand values and resonates with our guests.

We share visually compelling imagery, authentic stories, and timely updates to inspire and inform our audience while fostering interaction. Our digital strategy is rooted in delivering relevant and valuable content, encouraging two-way engagement, and building an online community of loyal guests and brand advocates who share our passion for hospitality.

By embracing digital platforms as a core component of our outreach, we ensure our brand remains accessible, relatable, and continuously connected with our audience in today’s fast-paced, digital-first world.

Operational Excellence

How do you ensure operational efficiency and maintain high standards in service delivery?

At Ilara Hotels, we ensure operational efficiency and uphold high standards in service delivery by implementing rigorous training programmes, fostering a culture of excellence, and embracing technological solutions. Our team is empowered to provide seamless service through continuous education and development, while our commitment to innovation allows us to streamline processes and optimise guest experiences. By prioritising staff training, nurturing a service-oriented culture, and leveraging technology for efficient operations, we consistently maintain high standards and deliver exceptional guest experiences across all aspects of our operations.

What systems or processes have you implemented to streamline operations and enhance guest experiences?

At Ilara Hotels, we have implemented advanced technological systems such as automated check-in and check-out processes, integrated guest management software, and personalised guest profiles to streamline operations and elevate the guest experience. In addition, we have established efficient communication channels between departments, standardised service protocols, and conduct regular staff training to ensure a seamless and consistent experience for our guests. By embracing technology, refining operational processes, and investing in staff development, we focus on efficiency and guest satisfaction to create truly memorable stays at Ilara Hotels.

Challenges and Triumphs

Can you share a particularly challenging moment in your entrepreneurial journey and how you navigated through it?

During our entrepreneurial journey at Ilara Hotels & Spa, one of the most challenging moments we faced was contending with intense competition from major brands, sourcing the right talent, and convincing corporate clients to trust and choose our services. Despite these hurdles, I, along with my co-founder Goshmi Seth, rallied our team and faced the challenges head-on with unwavering dedication.

Navigating through these obstacles required resilience, strategic thinking, and cohesive teamwork. We focused on differentiating our brand by emphasising personalised service, highlighting our unique selling points, and reinforcing our unwavering commitment to excellence. With a sharp focus on guest satisfaction and service innovation, we began to carve a distinctive identity for Ilara Hotels & Spa in a market dominated by industry giants.

Sourcing the right manpower was another major challenge. However, with a clearly defined vision and a structured recruitment process, we were able to assemble a team of talented individuals who aligned with our core values. Through continuous training, mentorship, and empowerment, we nurtured a culture of excellence and hospitality that set us apart.

Winning the trust of corporate clients required persistence and a strategic approach. By demonstrating our capabilities, communicating transparently, and consistently delivering on our promises, we gradually built credibility and secured long-term partnerships with corporate clients.

The unwavering support of Goshmi Seth, Rahul Kaushal, and the entire leadership team played a pivotal role in navigating this difficult phase. Their hands-on involvement, dedication, and round-the-clock commitment inspired the entire team to rise above challenges, push boundaries, and aim for excellence in all that we do.

Through unity, resilience, and innovation, we emerged stronger and more confident, reinforcing our market position and deepening our commitment to delivering exceptional hospitality at Ilara Hotels & Spa.

What have been some of the most rewarding moments or accomplishments for your business?

Some of the most rewarding milestones for Ilara Hotels include being consistently chosen by a discerning clientele, delivering exceptional and personalised guest experiences that set us apart, and achieving significant growth and career progression for our employees. Additionally, building strong brand recognition and cultivating values that resonate deeply with our guests have been key accomplishments. These milestones reflect our dedication to excellence, innovation, and meaningful service, making our journey both fulfilling and inspiring for the entire Ilara family.

Advice for Aspiring Entrepreneurs

What advice would you give to aspiring entrepreneurs looking to enter the hospitality industry?

To aspiring entrepreneurs entering the hospitality industry, my foremost advice would be to prioritise guest satisfaction above all else. Focus on creating unique and memorable experiences, embrace innovation and technology to streamline operations, and build a strong team united by a shared passion for excellence. It's essential to remain adaptable and resilient in the face of challenges. By keeping the guest at the heart of your vision, cultivating a culture of innovation, and surrounding yourself with dedicated professionals, you can carve a successful path in the dynamic and competitive world of hospitality entrepreneurship.

Are there any lessons you’ve learned along the way that you wish you knew when starting out?

Reflecting on our journey, there are several invaluable lessons I wish I had known at the outset. These include the importance of adaptability in an ever-evolving industry, the power of nurturing strong relationships with both guests and partners, the necessity of continuous innovation to stay ahead, and the realisation that every challenge presents an opportunity for growth and transformation. These insights have fundamentally shaped our approach and reinforced the significance of agility, meaningful connections, innovation, and resilience in navigating the complexities of the hospitality business. Learning is a continuous process, and we gain inspiration and insights every day from our dedicated team members and valued guests, who are integral to our evolution and success.

Future Outlook

What are your future plans and goals for your hospitality business?

My vision for Ilara Hotels is to establish it as a world-class brand synonymous with excellence in hospitality. This includes attracting potential investors with an interest in the industry, preparing for a future IPO to accelerate growth, and expanding our presence to create a global chain of hotels and resorts. Through these strategic goals, I aim to position Ilara Hotels as a global leader in the hospitality sector, renowned for delivering outstanding guest experiences and setting new benchmarks in service and innovation.

How do you envision the future of the hospitality industry evolving, and how do you plan to stay relevant?

I foresee the future of the hospitality industry moving towards highly personalised guest experiences, increased sustainability, and deeper integration of technology. To remain relevant, I plan to focus on tailoring services to individual preferences, adopting eco-friendly practices, embracing emerging technologies, and fostering a culture of continuous improvement and agility. By staying aligned with these evolving trends and responding proactively to changing guest expectations, Ilara Hotels will continue to lead in delivering exceptional hospitality experiences and maintain its position at the forefront of the industry.

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