As the hospitality sector adapts to shifting guest expectations and evolving business models, 2025 has emerged as a year of recalibration and renewed growth. In this interview, Vineet Verma, Director, Brigade Hospitality, shares insights on operational innovation, revenue drivers and the priorities hospitality leaders must focus on to sustain momentum into 2026.
As we close 2025, what were the major changes in hospitality, from guest expectations to business strategy?
Guests in 2025 expected more than just a comfortable stay. They wanted personalisation, convenience, and value. Digital check-ins, flexible booking policies, and attention to loyalists have become standard. Business strategy has shifted to focus on wellness and local experiences, which we integrated at our Grand Mercure and ibis Styles in Mysuru through curated cultural packages.
How have these shifts changed the operating model for hotels, restaurants, and experiential venues?
Hotels have adopted leaner teams supported by technology for efficiency. Restaurants have moved beyond being just amenities; some of our hotels have introduced themed dining nights to attract local guests, not just in-house diners. Experiential venues, like the various outlets at Sheraton Grand Bangalore at Brigade Gateway, have added family-focused events to meet the demand for community-driven experiences.
Which market segment provided the biggest revenue surprises in 2025, and what key investment or innovation drove that performance?
Destination weddings and leisure travel emerged as the strongest and most unexpected growth drivers. Wedding bookings saw a sharp uptick, supported by targeted investments in flexible banquet infrastructure, customised event layouts and curated menus. At the same time, leisure demand strengthened notably at Holiday Inn Chennai OMR, where well-designed weekend and staycation packages successfully attracted local residents seeking short, experience-led getaways.
Looking forward to 2026, what are the three most important priorities hospitality leaders should focus on now?
Talent retention and continuous training to equip teams for technology adoption and elevated guest engagement; smarter use of technology to drive efficiency without losing personalisation; and a stronger focus on sustainability and wellness, encompassing energy-efficient operations and thoughtfully designed wellness-led amenities.
Hospitality is rooted in celebration. What milestone, collaboration, or achievement should be recognised as the industry’s brightest moment in 2025?
For us personally, the successful IPO of Brigade Hotel Ventures Limited was a defining milestone, signalling confidence in hospitality growth. Industry-wide, the return of large-scale events and weddings highlighted resilience and adaptability.
How can the sector maintain that momentum in the coming year?
By remaining deeply guest-focused and agile in decision-making. The sector must continue investing in technology that enhances convenience without losing the human touch, expand wellness-led offerings, and build strong local partnerships that add authenticity and differentiated experiences.
