In Conversation with Vaibhav Jain, Regional General Manager Holiday Inn Express (an IHG Hotel) SWA

An interview with Vaibhav Jain, Regional General Manager Holiday Inn Express (an IHG Hotel) SWA

In this interview, we speak with Vaibhav Jain, the Regional General Manager of Holiday Inn Express (an IHG Hotel) for South West Asia.

With a wealth of experience in the hospitality industry, Vaibhav shares his insights on leadership, customer experience, and the evolving landscape of travel. His commitment to excellence and innovation has positioned Holiday Inn Express as a leader in the market.

What sets Holiday Inn Express apart from other hotel chains?

Vaibhav Jain: The midscale business travellers market in India is experiencing significant growth, driven by the country’s expanding middle class, increasing domestic travel, and rapid infrastructure development.

This segment is growing rapidly, with many international hotel chains expanding their presence in the country. Holiday Inn Express is a front-runner in this segment. The growth is fuelled by factors such as economic development, a rising middle class, and increased business travel within the country.

Additionally, our hotels are strategically located near business hubs, airports, and metro stations to cater to business travellers’ needs. This combination of factors makes the midscale business travellers’ hotel market in India a promising and opportune sector for growth and expansion.

We are known for our focus on providing value-conscious & purpose-driven travellers with a straightforward, efficient, and comfortable stay.

We pride ourselves on providing a consistent stay experience across all Holiday Inn Express locations countrywide accompanied with an emphasis on simplicity and convenience with streamlined services.

At Holiday Inn Express, we offer value for money with complimentary Express Start Breakfast™, a high-quality sleep experience through the Express Recharge programme Wi-Fi, 24/7 Gym and self-service laundromats for all the in-house guests.

Since most of our guests are business travellers we also extend the services of business centres & meeting spaces. Holiday Inn Express has been designed in a very contemporary & practical design catering to focus-driven business travellers. 

With over 3,200 locations worldwide, the brand continues to expand rapidly. In India, it has established a strong presence in key business and travel hubs, catering to the increasing demand for high-quality midscale accommodation.

Could you tell us more about the Express Recharge programme and its impact on guests’ experience?

Vaibhav Jain: Research shows that poor sleep can negatively impact focus, mood, and energy levels, making it particularly important for business travellers and those with demanding schedules.

The Express Recharge program at Holiday Inn Express is designed to enhance the guest experience by focusing on providing a great night’s sleep.

This program includes features such as high-quality bedding, blackout shades, and a choice of pillows to ensure maximum comfort.

Additionally, the program emphasizes the importance of a good night’s rest by offering quiet zones and ensuring minimal disturbances during sleep hours.

To enhance sleep quality, our rooms are thoughtfully designed with premium bedding, offering a choice of firm and soft pillows to cater to individual preferences.

Blackout blinds effectively block out external light, while noise-reducing features help create a peaceful environment, ensuring an uninterrupted night’s rest.

The ergonomically designed mattresses further enhance comfort and support, helping guests wake up feeling recharged. Beyond physical comfort, select locations incorporate air purification systems to improve air quality, and room temperatures are carefully maintained for optimal sleep conditions.

These features collectively ensure that every guest, whether travelling for business or leisure, wakes up feeling refreshed, energised, and ready to take on the day.

The impact on guests’ experience is significant, as it helps travellers feel more refreshed and ready for their day.

By prioritizing sleep quality, Holiday Inn Express aims to provide a comfortable and restful stay, which is especially important for business travellers who need to be at their best for meetings and work commitments.

Overall, the Express Recharge program contributes to the brand’s reputation for providing a reliable and comfortable stay, making it a popular choice for both business and leisure travellers. 

How has the “great night’s sleep” promise influenced the design and amenities offered?

Vaibhav Jain: A global study by IHG found that 80% of travellers struggle to sleep when away from home, making quality rest a top priority. This insight has guided the brand’s approach, leading to the introduction of sleep-enhancing features across its properties.

The “great night’s sleep” promise at Holiday Inn Express has significantly influenced the design and amenities offered to guests.

This promise is reflected in several key aspects, such as high-quality bedding, including plush duvets and a choice of firm and soft pillows to cater to individual preferences.

Additionally, rooms are equipped with blackout shades to create a dark, sleep-friendly environment, and certain areas of the hotel are designated as quiet zones to minimize noise and disturbances during sleep hours.

Enhanced soundproofing in rooms helps to reduce external noise, ensuring a peaceful night’s sleep, while the overall room design focuses on comfort and relaxation with ergonomic furniture and calming colour schemes.

These features collectively contribute to a better sleep experience for guests, making Holiday Inn Express a preferred choice for travellers seeking a restful stay.

To further enhance guest comfort, rooms are equipped with multiple USB charging points, power showers, and soundproofing measures, ensuring a hassle-free experience.

Whether guests are on a business trip or a short city break, these thoughtful touches help them relax, recharge, and wake up feeling refreshed. 

How does Holiday Inn Express ensure convenience and accessibility for both business and leisure stays?

Vaibhav Jain: Ensuring a combination of strategic location, thoughtful amenities, and streamlined services has been our mantra at Holiday Inn Express. With over 3,200 properties worldwide, our hotels are situated near business hubs, airports, and metro stations, making them easily accessible for travellers.

By combining prime locations with practical services, Holiday Inn Express ensures a hassle-free and comfortable stay, making it an ideal choice for both business and short-stay solo leisure travellers looking for efficiency and comfort.

To further improve the guest experience, the brand offers flexible check-in and check-out options (subject to availability), complimentary high-speed Wi-Fi, and grab-and-go breakfast choices, catering to the needs of those with busy schedules.

Overall, Holiday Inn Express focuses on providing a hassle-free and comfortable stay for all types of travellers. 

What role does customer service play in the brand, and how are staff trained to deliver genuine and efficient service?

Vaibhav Jain: In 2023, IHG reported a guest satisfaction rate of 80.3%, highlighting the brand’s dedication to delivering exceptional hospitality. Customer service is the cornerstone of the Holiday Inn Express brand, playing a crucial role in ensuring guest satisfaction and loyalty.

Delivering genuine and efficient service to create a positive and memorable experience for guests is at the heart of the team here.

Staff at Holiday Inn Express are trained through comprehensive programs that focus on hospitality fundamentals, effective communication, and adaptability.

The IHG Academy’s Skills Builder program offers extensive learning opportunities for staff, covering topics such as managing customer expectations, providing passionate service, and creating positive experiences.

This training helps staff develop the skills needed to deliver exceptional service and handle various guest needs with confidence and professionalism.

By investing in staff training and development, Holiday Inn Express ensures that its employees are well-equipped to deliver high-quality service, enhancing the overall guest experience and strengthening the brand’s reputation for reliability and comfort.

This commitment to service excellence is reflected in the positive feedback and loyalty from guests who appreciate the attentive and genuine care they receive during their stay. 

Can you share any exciting developments or upcoming projects?

Vaibhav Jain: Holiday Inn Express has some exciting developments and upcoming projects & continues to expand across key Indian markets.

With a robust pipeline of hotels, including new openings in business hubs and metro cities like Kolkata with the most recent opening at Greater Noida.

Additionally, with aggressive new signings of Holiday Inn Express in India, display hotel owners’ increasing faith in the brand, its offering and the high business growth in the business travels in the midscale segment in the coming years.

These developments reflect Holiday Inn Express’s commitment to expanding its presence in key markets and providing convenient and comfortable accommodations for travellers.

Amidst all the new openings, signings & opening of new assets in the country, the focus remains on delivering a high-quality, value-driven stay experience while adapting to changing travel trends.

As we conclude our conversation, Vaibhav Jain’s passion for hospitality and dedication to enhancing guest experiences shine through.

His vision for the future of Holiday Inn Express reflects a blend of tradition and innovation, ensuring that the brand remains a preferred choice for travelers in South West Asia. With leaders like Vaibhav at the helm, the future of hospitality looks promising.

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