There is an old line in the hospitality industry that the business is about making guests feel at home, even if you wish they were. Trainers apparently use it to remind interns what the business is about. Yet in today’s market, charm and patience are no longer enough. It is about securing the right customer segment. If that segment is not too fussy and still willing to pay, it is the sweetest spot in the industry.That is why The Indian Hotels Company’s acquisition of a major stake in Clarks Hotel & Resorts for a little over ₹2 billion stands out. It could be one of the savviest market captures in Indian hospitality.
.png)
