Power List 2017, Sarbendra Sarkar, Founder and MD, Cygnett Hotels & Resorts
If there is one misnomer that Sarbendra Sarkar would like to obliterate, that would be that online hotel management and booking is meant only for the millennials. He would like to believe that in a hyper-connected world, every hotel should have a strong online business model and one that should work on multiple platfoms.
And Sarkar is a man who likes to walk his talk.
“Delivering personalised, people-friendly ‘Cygnetture’ experience to every guest across our brand’s rapidly expanding chain of hotels is only possible by leveraging technology that not only makes the hotels easily accessible but also provides information, offers and assistance to our guests to make their travel easy even before they’ve checked in. That is our motto. Our technology platform is called ‘CygnettCX’, CX in short is an acronym for Customer Experience’,” he said.
CygnettCX uses a combination of CRM and Analytics, helping the company’s tech team understand its guests and their preferences better. It also includes a comprehensive in-bound digital marketing platform that helps them provide tailored travel options to its guests instead of a one-size-fits-all experience. The platform also provides an operation dashboard to the internal team that captures operations metrics and helps to raise the company’s cost effectiveness and service monitoring across the chain.
In fact, technology and marketing are the cornerstones on which Sarkar is building his company. “We are investing significantly in technology to continue making it easy to scale and integrate properties rapidly without compromising on our ability to deliver exceptional Cygnetture experience. We are also looking at using lean digital marketing platforms to help reach more potential guests in a cost-effective manner,” he stated.
Till 2015, Cygnett Hotels has three hotels will 150 keys. Last year, it reached an inflection point and by H1 2017, it had 6 Hotels with nearly 1,000 keys. Probe him about this fast-paced growth, and Sarkar revealed that it was largely because the company focused on expanding its footprint solely in tier-2 and -3 cities coupled with focusing heritage and pilgrimage destinations, since these offer immense potential for the growing hospitality market.
And even when it comes to introducing guests in these cities to the ‘Cygnetture Experience’, which is Cygnett’s unique way to manifest its passion for hospitality to the world, he claimed that the brand did this by infusing localised experiences that leave a trail of special memories for everyone.
“Hospitality is at the heart of all we do. We are excited to build India’s most loved hospitality company for our guests, our employees and our partners, bit by bit,
each day, one Cygnetture Experience at a time,” he proudly stated.
By Vinita Bhatia