We were meeting Gaurav Soneja, cluster general manager of ITC Royal Bengal and ITC Sonar, at Tollygunge Club on a sunny day. As we sat down, the avid golfer said: “Hotel management is much like a game of golf — both demand strategy, finesse and a deep understanding of the terrain. In golf, you study the course before you play. In hospitality, you study market trends and guest behaviours with the same intent. Adaptability is essential — we fine-tune our swings on the course and tailor services for each guest at the hotel. Building relationships on the golf course mirrors how we build patronage with our guests: thoughtfully, over time, through trust and memorable experiences.”
ITC Royal Bengal had clocked six years, and Soneja was all smiles. In our chat with him, Gaurav took us through six defining highlights of this luxury landmark — and the uncanny parallels between the hospitality and the game of golf.
1. The inaugural tee shot: Launched in 2019, our grand opening mirrored a perfect tee shot, establishing a foundation for excellence in hospitality. ITC Royal Bengal attributes its achievements to the precedent set by ITC Sonar, the first ITC Hotel in Calcutta. There are a few hotels worldwide whose names have become synonymous with their respective cities. Over the past two decades, ITC Hotels Kolkata has transformed the regional landscape, and the introduction of ITC Royal Bengal in 2019 has set a benchmark for others to follow. Deeply rooted in the local culture, ITC Royal Bengal embodies the spirit of Bengal, complemented by the warmth of Indian hospitality and the ethos of ‘responsible luxury’ at its core. In a brief period, the hotel’s architecture has emerged as iconic, becoming a prominent landmark that dominates the skyline. People are often captivated by its beauty and express their admiration by sharing photographs and videos of the property on social media whenever they are in proximity. The facade’s illumination during Independence Day and other events has made it a focal point of national conversation.
2. Navigating the fairway: When you are playing and you hit the ball, the ball has to land in the right path, which is the fairway — the closely mown area that runs between the tee box and putting green of a golf hole. The ball has to be in the centre, much like how ITC Royal Bengal has been on the right track with our offerings. Over the years, we have broadened our culinary repertoire by introducing distinctive dining experiences that have resonated with our guests. Cuisine has been a long-standing friend of Bengal, much as it serves as the essence of ITC Hotels. ITC Sonar introduced the restaurants Dum Pukht, Peshawri, Pan Asian, and Eden Pavilion to Calcutta and set new standards. At ITC Royal Bengal, we have introduced Northeastern cuisine as a dedicated buffet section at the Grand Market Pavilion and launched Avartana in 2023. Our all-day dining outlet, Darjeeling Lounge; Ottimo, our signature Italian restaurant; Royal Vega, our luxury vegetarian cuisine; and the bars The Brass Room and Skypoint, along with our home delivery services, Gourmet Couch and Flavours — launched during the pandemic — have not only enhanced our market share but also remained aligned with emerging inspirational upscale trends.
3. Course management: ITC Royal Bengal Hotel, certified as LEED Platinum by the U.S. Green Building Council (USGBC), exemplifies our commitment to sustainability, which aligns with the careful execution required in effective course management. The hotel strictly complies with both international and national green building standards to enhance efficiencies in energy, water and solid waste management. Our initiatives include maximising the use of natural light and meeting electrical demand through renewable energy sources, as well as implementing systems for rainwater harvesting, water treatment, and recycling, while actively minimising, reusing, and recycling solid waste. Furthermore, we prioritise local sourcing to strengthen our environmental stewardship. These efforts reflect our commitment to preserving the surrounding ecosystem and ensuring a planet-positive experience for our guests.
4. The putt: The key to our success in this city is our local patronage. From personalised service to heartfelt connections, fostering and nurturing relationships has been our first putt toward creating cherished memories.
5. Celebrating the hole-in-one: This significant anniversary represents a metaphorical hole-in-one, symbolising our accomplishments, the valued experiences we have shared with our guests, and the diverse, exceptionally skilled team that has been pivotal to our success. In this context, it is crucial to mention our initiative, Project Nur, which seeks to enhance employment and growth opportunities for women, individuals with disabilities and the LGBTQIA+ community. This initiative exemplifies ITC Hotels’ commitment to leading transformative efforts that inspire the hospitality industry and have enabled us to cultivate a unique, robust, and culturally diverse workforce. Hole-in-one is a rare thing! But sometimes in life you end up hitting the ball from a tee and finishing in the cup in one shot!
6. The 19th hole: At ITC Royal Bengal, guests find a sanctuary where leisure meets luxury at Kaya Kalp — The Royal Spa, that offers a range of wellness therapies, from invigorating body scrubs to serene Ayurvedic treatments, ensuring rejuvenation. The concierge team curates unique experiences, such as guided heritage walks and cultural explorations. Food Sherpa Culinary Expeditions led by expert chefs, unfold delightful gastronomic journeys, highlighting local flavours. Together, these offerings create an exquisite blend of relaxation and exploration, inviting every guest to savour the essence of true indulgence.
