EP Perspective March 2017

CUSTOMER EXPERIENCE: JAMAVAR
CLOCKWISE FROM LEFT: THE LEELA PALACE
CHENNAI TERRACE SWIMMING POOL; ALEBI CAVIAR;
SHAMI KEBAB WITH CHURCHUR PARATHA
Jamavar, our signature Indian restaurant, is the jewel in the crown.
Jamavar London being our first foray internationally, we have worked
hard to recreate the same standards of luxury and high quality that
Jamavar is trusted for and loved across India, and hope that our
efforts will resonate with London diners.
Opening in London is renowned to be difficult and especially for
those that have not operated in London. How was the process
and journey?
We opened under a tight deadline of five months and the journey had
had both great moments and great challenges. We were first slated to
open at the end of October but there were unforeseen delays. We had
not planned for an opening during holiday season, which is usually
not advisable given it is such a busy time of the year. But we opened on
December 1, and honestly, we are both surprised and thankful for the
positive response Jamavar London is receiving. “
Was the London opening a lead into opening a hotel at a later date?
The Leela has been voted the fifth best brand in a worldwide
2016 survey by the renowned Travel & Leisure USA, and we are
deeply thankful to our guests for recognising us. Our immediate
plans are to expand brand Leela into the Indian Ocean and the
Middle East.
Hotels and Resorts are renowned for their design and they bring
together heritage and legacy with the modern world. Their ethos and
hotels do mark them out as being different to other. What lies behind
their thinking towards the design of the hotels and the restaurant?
The Leela properties are India’s modern palaces, inspired by the rich
heritage and architectural history of each destination, and equipped
with world-class amenities and services. Each property is designed
to give our guests a deep sense of place. Once inside, museum-quality
art and artisanal craft is showcased in public spaces, which we view as
an ultimate gift of luxury to our guests. Every restaurant has a unique
identity and is designed to encapsulate a complete dining experience
that feeds all five senses. This same aesthetic and ethos extends to
Jamavar London which is designed by Fabled Studio, London, and
takes inspiration from the majestic Viceroy’s house in New Delhi. With
accents that draw on the ancient games of India combined with the
vibrant colours of Jamavar shawls, rainforest emperador marbles, dark
timber panelling, as well as a mirror embellished bar in celebration of
the Indian textile techniques, Jamavar London is a jewel that is befitting
of its surroundings in Mayfair.
The Hotels are also famed for the service levels – and the service
in London was exceptional – can you again tell me more about the
overall approach to people and development?
Our art of hosting guests reflects the centuries-old traditions of Indian
hospitality which believes in Atithi Devo Bhava that literally means
Guest is God. We take pride in creating truly personal and authentic
experiences for our guests, and showing a special regard for every
guest who crosses our threshold. And, I must add, we look for every
opportunity to convey the essence of India.
There is little doubt that the restaurant will be a success in London
and set a new benchmark for others to meet. However, it also builds
a greater awareness within London of the group. What strikes the
listener from both the interview and their overall approach is that
they understand that a guest’s stay is all about the experience and that
an exceptional experience creates something special which in turns
builds success and legacy.
10 | Perspective | March 2017