Encalm Hospitality Pvt. Ltd’s new lounges at IGI airport offer an extraordinary experience that caters to the discerning needs of travellers. With luxurious amenities, impeccable services, and top-notch hospitality, these lounges provide a haven of comfort and relaxation amidst the chaos of airports.
Our Interview with Mr. Vikas Sharma, CEO Encalm Hospitality
1 – Can you tell us about your background and how you established Encalm Hospitality Pvt. Ltd.?
I have spent several years working for various hotels and resorts across different brands. During my time in the industry, I noticed a gap in the market for high-quality, personalized hospitality services at airports. This realization led us to establish Encalm Hospitality to provide top-notch hospitality services to travellers who value personalized and exceptional service. Since our inception, we have been successful in building long-lasting relationships with our clients by providing them with tailor-made solutions that cater to their specific needs and preferences.
2 – What inspired you to focus on airport hospitality services, and how do you differentiate Encalm from other providers in the market?
Encalm was born out of a need to provide travellers with a pleasant and enjoyable hassle-free airport experience. Our team consists of experienced hospitality professionals who are trained to anticipate and fulfil every request of our clients. In addition, we leverage the best of technology to streamline our services and provide a seamless experience from bookings to post-service follow-ups. This level of attention to detail and focus on customer experience is what sets Encalm apart in the airport hospitality industry. We are constantly innovating and expanding our services to meet the evolving needs of travellers.
3 – Can you walk us through the range of services that Encalm offers, and how they enhance the overall travel experience for customers?
We offer a comprehensive range of airport services that cater to various aspects of the travel experience. From Atithya, which is our meet and greet service to Encalm lounges and Encalm spas, each and every service has been conceptualized to make travelling easier and more convenient.
Our meet and greet service,Atithya,is specially curated to make travellers’ journeys memorable at airports by providing assistance throughout the airport proceedings. In Atithya, we offer services that include baggage handling, buggy service, porter service, and exclusive lounge access.
Our luxurious lounges under the brand nameEncalm Lounge, includes premium lounge bays, live food counters, uninterrupted Wi-Fi services, drinks, newspapers, and magazine for guests to just sit back and relax while they wait for their flights.
Encalm Spais a perfect getaway for travellers who are looking for ways to revive themselves. From physical and mental well-being to improvement in blood circulation and pain relief, we have Signature Encalm Massage, Thai Massage, Foot Massage, Head Massage and a lot more to provide a calming experience to the guests.
To cater to the needs of busy professionals on the go, we have recently launchedbusiness centresat Delhi International Airport T3. If you are a business executive, freelancer, entrepreneur, or want a comfortable and convenient space to work or do meetings while travelling, then business centres are the perfect thing for you. These business centres provide an array of facilities like workstations, high-speed Wi-Fi, tea and coffee, printing, photocopy, scanning services, and a meeting room.
4 – How do you see the future of airport hospitality services, and how is Encalm preparing to stay ahead of the curve?
At Encalm, we see the future of airport hospitality services as being highly personalized and technology-driven. To stay ahead of the curve, we are investing heavily in innovative technologies to continuously improve our services and provide a seamless customer experience. In this spree, we will be soon introducing our apps which would be a one-stop solution for all airport hospitality services. In addition, we are also expanding our global network of partners and suppliers to offer a wider range of services and amenities that cater to the diverse needs of modern travellers.
5 How important is customer feedback in shaping Encalm’s offerings and ensuring customer satisfaction, and what steps do you take to gather and act on this feedback?
Feedbacks are crucial to us, and we consider it as one of our core vectors when improvising and upscaling our value propositions. Feedbacks help us shape our offerings the right way, and improve customer satisfaction. Our digital feedback system which is a constant across all our offerings and services helps us collect authentic responses via a variety of channels such as surveys, social media platforms, customer support emails and organic reviews. Meanwhile, the team comprises experienced professionals who are passionate about the hospitality industry and dedicated to providing our clients with an unparalleled level of service and attention to detail. They closely monitor these channels to ensure nothing is missed. The digital mechanism and the ritual to build solutions on top of the feedback have made Encalm — synonymous with memorable airport experiences.
6 – Can you share any upcoming plans or expansions for Encalm Hospitality, and how you plan to maintain the high standards that Encalm is known for?
We have multiple plans to maintain this standard and to expand our business. This will include launching our services at new locations and increasing the number of services we offer. We are committed to providing the best possible experience to our guests, and these expansions will help us do just that.
Meanwhile, the airport hospitality sector is also expanding and new airports are coming. In order to cater to people’s growing demands, we are coming up with our services at the new Goa Manohar International Airport in North Goa, and two lounges at IGI, Delhi airport.
And soon will be launching the business class premium lounge at Terminal 3 of Delhi Airport. This new lounge at T3 will be in tune with Encalm’s vision of providing an international lounge experience in the country. The 30,000 sq ft lounge is going to offer a fully functional gym, a spa centre, a gaming zone for kids, and a business centre. Last but not the least, the lounge at T3 will have live food counters serving scrumptious gourmet food prepared by renowned chefs.
7 – What is Encalm’s view on sustainability and responsible tourism, and what steps are you taking to incorporate these values into your operations?
At Encalm, we are always striving to be sustainable and responsible in our operations. To us, being sustainable means finding the right balance between the three pillars – environmental, social, and economic, to ensure that our business can continue to operate in future without impacting the environment.
8 – Can you share any memorable experiences that Encalm has provided to customers, and what you believe sets Encalm apart as a leader in the airport hospitality industry?
If you’ve ever flown into or out of an airport, you know how important it is to have a good travel experience. That’s where Encalm comes in. Encalm is a leader in the airport hospitality industry, providing memorable experiences to customers.
Encalm’s Atithya has fine-tuned its services into various categories i.e.; Silver, Gold, Elite and the flagship Travel Buddy Service. The exclusive ‘Travel Buddy Service’ is designed to assist travellers from their homes, accompanying them through the journey and dropping them off safely at their destination. These services are of great help to people across age groups, especially senior citizens. The dedicated teams have been helping senior citizens visit their family members in distant places without any hassle. And when these guests share their experiences, we feel proud and consider these as our memorable and standout experiences.
9 – Can you discuss any partnerships or collaborations that Encalm has formed to enhance the range of services that you offer to customers?
We are working with multiple travel operators and corporate aggregators who avail of our services on regular basis. B2B plays a key role for us with their requirements of special assistance and exclusivity for high net individuals (HNIs) and senior management travellers. We are also working with the major travel operators to make sure we reach the right audience who will value these offerings. And to deliver more benefits to our guests, we are providing good deals on brands at duty-free shops. So one can shop for their favourite products from duty-free shops at the airport while passing time during layovers. It will definitely help you in getting access to products at a cheaper price.
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