By Abhya Adlakha
Vikas Sharma, the CEO of Encalm Hospitality, is leading the charge to revolutionize airport experiences. With a rich, 25-year journey through hospitality giants like Sheraton, Ritz-Carlton, and Four Seasons, Vikas brings a powerhouse of expertise in operations, sales, marketing, and revenue management.
At Encalm, Vikas is all about innovation, teamwork, and pushing the boundaries to create unforgettable hospitality moments. His knack for strategic planning has earned him top honours like the General Manager of the Year and the Leadership Excellence Award.
Beyond his professional prowess, Vikas is an MBA graduate from INSEAD and holds a Bachelor’s degree from IHM Gwalior. When he’s not transforming hospitality, you’ll find him playing cricket, or diving into a good book.
In an exclusive interview with PEAKLIFE, the visionary leader delves into his journey, his vision for the airport hospitality industry, and Encalm Privé, that has set a new benchmark for airport lounge experiences.
You have an impressive background. Can you tell us a little about your journey?
My career in hospitality has been quite an adventure. I started out with a bachelor’s degree from IHM, Gwalior, which laid the foundation for my interest in the hospitality industry. After gaining some early experience, I decided to pursue an MBA at INSEAD, which broadened my perspective on business and management.
From there, my path included key roles at top hotel chains: F&B Manager at The Oberoi, Director of F&B at Four Seasons, Director of Operations at the Ritz-Carlton, and General Manager at Sheraton. Each role taught me the importance of teamwork, strategic thinking, and effective communication. These values have been crucial in driving successful outcomes throughout my career.
These principles have helped me navigate challenges and build successful outcomes. This approach has led to some rewarding recognition, including the General Manager of the Year 2019 award by HOSI with Sheraton Hotel and Resorts and the Leadership Excellence Award from Marriott Hotel in the same year.
Now, as CEO of Encalm Hospitality, I am dedicated to reshaping airport hospitality and creating unparalleled experiences for our customers. It’s an exciting journey, and I’m eager to continue exploring new possibilities in this role.
With your extensive background in various sectors of the hospitality industry, how do you envision the trajectory of airport hospitality in the years to come?
The future of airport hospitality is poised for remarkable transformation and I see several key trends that will shape its trajectory in the coming years.
First, technology will play a central role in enhancing the passenger experience. From streamlined check-ins to personalised services, technology will allow us to create a more seamless and tailored journey for travellers. This also includes the use of artificial intelligence and data analytics to better understand customer preferences and deliver customised offerings.
Second, sustainability will become increasingly important. Airport hospitality will need to focus on eco-friendly practices and create spaces that promote health and well-being. This could range from sustainable food options to eco-friendly travel practices. Additionally, the industry will also see a rise in the demand for wellness offerings during travel, ranging from specialised services to areas designed for relaxation and stress relief.
I foresee a greater emphasis on creating unique and memorable experiences. Airports are no longer just transit points; they are becoming destinations in their own right. By offering a mix of entertainment, shopping, dining and spa services, we can make airports a part of the travel experience that passengers look forward to.
Could you offer us a glimpse into the airport projects and expansions that Encalm Hospitality has in the pipeline?
Encalm Hospitality has some exciting projects and expansions in the works, each designed to elevate the airport experience and redefine what it means to travel comfortably. Let me give you a glimpse into what’s coming.
Firstly, we have introduced a new CIP lounge at the Manohar International Airport in Goa. This lounge offers a sophisticated yet relaxed environment, streamlining airport procedures to ensure a stress-free pre-flight experience. Our goal is to make sure that passengers can enjoy a calm and comfortable setting before they board their flights.
Similarly, we’re extending our services to the Rajiv Gandhi International Airport in Hyderabad. In addition to providing a CIP lounge, we’re launching ‘Transit by Encalm,’ a unique concept offering 58 private rooms and suites for travellers who need a quiet and tranquil space during their transit. This initiative is designed to meet the needs of passengers who require some rest and privacy between flights, ensuring they are refreshed and ready for the next leg of their journey with offerings such as an all-day dining restaurant and specialised spa services along with a relaxing space.
Our focus is on providing premium experiences that make airport travel a pleasure rather than a chore. We believe that these new lounges and transit rooms will greatly enhance the travel experience, and we are excited to welcome you to our new facilities soon.
Beyond the realm of lounges, how is Encalm Hospitality innovating to enhance the overall passenger experience within airports?
One of our key innovations is Atithya, a bespoke Meet and Assist service that provides personalised assistance throughout the airport experience. Our dedicated team of cohorts is there to support travellers at every step—whether they’re arriving, departing, or transiting. Inspired by the Indian ethos of “Atithi Devo Bhava,” we aim to create an environment where travellers feel welcomed and valued.
Atithya offers a comprehensive range of services, designed to ensure maximum comfort and luxury for our guests. This includes airport meet and assist, concierge services, baggage assistance, and even buggy service to help travellers navigate the airport with ease.
Beyond Meet and Assist, we also offer services like EnWrap, our luggage wrapping service, providing travellers with extra security and peace of mind for their belongings. This is especially valuable for those carrying delicate or high-value items.
To further enhance the airport experience, we have designed a range of amenities catering to diverse traveller needs. Our sophisticated Business Centre is ideal for those who need to work while on the go, along with a tranquil spa retreat for relaxation and rejuvenation at the Encalm Spa, providing a much-needed escape from the hustle and bustle of travel. Additionally, our immersive gaming zone at Encalm Privè, powered by AR/VR technology, offers entertainment options for travellers of all ages.
Whether you are exploring our facilities through virtual tours or receiving hands-on support from our Atithya team, you can expect exceptional service at every step of your journey with us.
You definitely took the lounge experience a notch higher with the introduction of Encalm Privé. Could you delve deeper into how it stands apart from other lounge experiences and share any insights into its success since its launch?
Encalm Privé has set a new benchmark in airport lounge experiences, designed to offer travellers an unparalleled level of comfort, luxury and personalised service. Encalm Privé spans a massive 30,000 square feet, offering an expansive space with over 550 seats. This size alone allows us to offer a variety of amenities and experiences that go beyond typical airport lounges. The grandeur and scale of the lounge are immediately evident, reflecting an ethos of aristocracy and premium offerings.
One of the key features that distinguish Encalm Privé is its “lounge-in-a-lounge” concept. This allows us to offer a range of services and spaces tailored to different needs. For example, we have dedicated areas for relaxation, such as sleeping pods and shower facilities, ensuring that travellers can rest and rejuvenate during long layovers or transit times. The wellness zone, complete with spa services, is another unique feature that adds to the sense of relaxation and luxury.
The live cooking stations offer travellers the opportunity to enjoy freshly prepared meals, while the bar provides premium beverages. We also have a reading area and in-lounge laundry services, catering to travellers who are always on the go.
Beyond these amenities, Encalm Privé includes cigar rooms, fitness centres, and a host of other premium offerings. In addition to all these offerings, we also offer Gaming Zone at Encalm Privè, equipped with cutting-edge technology and expert guidance. This holistic approach to lounge design ensures that we meet the needs of a diverse clientele, whether they’re business travellers or families on vacation.
