In an informative tête-à-tête with Shobori Ganguli, Encalm Hospitality CEO VIKaS SHARMA outlines his vision of revolutionising the world of airport hospitality

Possibly never before in history has the global hospitality industry and its ecosystem been as severely hit as it was during the 2021 Pandemic. Not even the two World Wars in the last century left nations gasping for breath as Covid did, with its lethal tentacles paralysing MSMEs, travel and tourism businesses, and their subsidiary industries. Unannounced lockdowns and travel restrictions drilled unparalleled fear into the human psyche, with no end in sight.

But, as Charles Dickens put it in A Tale of Two Cities, “It was the best of times, it was the worst of times…It was the spring of hope, it was the winter of despair.” Clawing back for survival under such adversity, the hospitality industry was quick to innovate. Mr Vikas Sharma, the Chief Executive Officer of Encalm Hospitality, entered this volatile world as a beacon of hope in the year 2021, in a territory unexplored and uncharted and at a time when fear of human contact reigned supreme.

Armed with the vision to infuse fresh life into the business of hospitality, and, of course, with an enviable arsenal of 25 years of experience in the trade, Sharma went about restructuring the landscape of airport hospitality through an unparalleled experience — much like the American Pioneer who wanted “to go where no man has gone before.” Air travel, even for those going business class, has its attendant share of anxiety and restlessness. Seeking to ease this, Mr Sharma, through Encalm, concretised a novel definition of airport services. “Hospitality” is the key word in this endeavour, says a proud Sharma.

In a short span of two years, Sharma today heads a 1900 plus team which, according to him, is crucial in taking the organisation’s long term objectives forward through “strategic thinking and effective communication.”

At a time when most airlines provide their Business Class passengers with state of the art lounges and customized relaxation plans without overheads, what does Encalm bring to the table, especially if the passenger has to pay for it? Sharma is quick to enumerate that, “Encalm Hospitality has become synonymous with exceptional hospitality and top-of-the-line services right from Atithya to the Encalm Lounges and Spa.” Available in T3 terminal of the Delhi Airport, Encalm Lounges are also available in Hyderabad and in Goa, it is available in Mopa airport.

To ensure an “elevated airport experience” Sharma lists out the services the company has on offer. Penetrating into the luxury realm of a regular lounge and Spa, Encalm’s services and hospitality combine a range of assisted services, incorporating basic non-aviation chores such as assistance service, buggy services, and porter assistance.  The company’s offerings go beyond the aesthetics of bespoke carved lounges and Spas with a personalised “Atithya Meet and Greet” — constructed on the foundation of Atithi Daivo Bhava (Guests are equivalent to the Almighty), taking airport experience to another level altogether.

As the Encalm CEO proudly asserts, his knowledge and experiences help synergise the operational and management foundations of the Encalm brand. Needless to add, he has an impressive portfolio having served as the General Manager of Sheraton Hotel and Resorts, Director of Operations at the Ritz-Carlton Hotel Company and the Director of F&B at Four Seasons Hotel and Resorts. Operations, sales and marketing, finance and revenue management are his core competence. He was felicitated as the General Manager of the Year 2019 award by HOSI in association with Sheraton Hotel and Resorts, and Leadership Excellence Award by Marriott Hotel, again in 2019. An MBA graduate from INSEAD, Sharma has a bachelor’s degree from IHM, Gwalior.

Interestingly, Sharma is also an avid cricket follower of cricket and badminton, the former fructifying into reality when Encalm became the Hospitality partner with the Delhi Capitals for IPL 2024.

Talking about the partnership Sharma says, “As a lifelong cricket enthusiast, the sport embodies more than mere competition — it’s a fervent passion fostering camaraderie and excitement. Partnering with Delhi Capitals underscores my enduring dedication to cricket and its profound community impact. Through Encalm Hospitality’s alliance with this dynamic IPL team, we embrace cricket’s essence, engaging with fans authentically and enriching the sport’s vibrant legacy.”

PAWAN SONI pens down his personal experience at the airport with Encalm’s services to provide a 360 degree view of what this innovation brings to the table

The hustle and bustle of travel can often leave one weary and longing for a moment of respite. Gone are the days when travelling was mundane. We are at a time when journeys in fact can be as exhilarating as the destination themselves.

During my recent trip to Italy, while passing through Terminal 3 (T3) International Airport in New Delhi, I stumbled upon the Encalm Prive Lounge — a sanctuary of luxury and comfort that undoubtedly ranks among the world’s finest.

With a staggering capacity of over 550 guests, the Encalm Prive Lounge caters exclusively to business travelers, accessible either through business class tickets or higher with various airlines, or by paying an entry fee. Unlike other lounges, complimentary card benefits do not apply here; however, cardholders can access another Encalm lounge, albeit not as lavish as the Prive lounge.

Culinary delights await at the extensive buffet which is rivalling with the leading star hotels selection and offers separate selections for both vegetarians and non-vegetarians. I loved the watermelon cheese as a canape, prawns and garlic cream kebabs, Chicken biryani and even the simple but tasty beetroot halwa. The lounge’s leaf-shaped bar is a visual delight, offering a range of complimentary and paid options that cater to every palate. Given current Delhi’s excise policy issue, there were many brands including Prosecco that weren’t available at the time of my visit.

The lounge boasts of four sleeping pods, providing weary travellers with a private sanctuary to rest and rejuvenate before their next journey. Of course this is a paid facility at `1000 plus taxes per hour.

One of the standout features of the Encalm Prive Lounge is its expansive conference room, which doubles as a personal dining room, perfect for business travelers or senior bureaucrats and VIPs looking to conduct meetings or enjoy a meal in a private setting.

For those looking for entertainment, the lounge offers a small gaming zone and a dedicated kids area, ensuring that travellers of all ages have something to enjoy during their visit. The virtual gaming zone and Xbox games comes as a chargeable feature separate from the lounge charge though it can be availed by only the lounge users. A small fitness centre and kids play area comes complimentary along with the lounge facility.

In addition to its luxurious amenities, the Encalm Prive Lounge also offers excellent spa services. I had the pleasure of trying their 30-minute foot massage, which left me feeling relaxed and rejuvenated, ready to embark on the next leg of my journey. Currently this 30-minute spa came complimentary by using my DreamFolks card; else one will have to shell out `1500 for using this facility. Had there been a provision of complimentary foot massage machines and the massage chairs like at Singapore airport, I would have rated Encalm Prive lounge the best in the world without even blinking an eye.

While the lounge service came complimentary with my flight tickets, Encalm has another facility called Atithya Meet and Greet Service. So if you are a first time traveller or just worried about your parents or kids traveling alone, just avail this service from their portal that comes in various options — Silver, Gold and Elite. This service provides you with a guest manager who will escort you from the entrance without having to wait in the queue, help you through check-in and immigration services. They try to help you go through business class immigration service but it depends upon the government official to allow it. And then they help you get the buggy till your boarding gate. If you have a business class ticket or are planning to use the lounge through credit cards, in my opinion, Silver tier option gives you the best value for money.

Overall, my experience at the Encalm Prive Lounge and Atithya Meet and Greet service was nothing short of exceptional. From its elegant ambiance to its impeccable service, the lounge sets a new standard for airport hospitality. Next time you travel, consider experiencing the luxury and comfort of Atithya Meet and Greet Service and Encalm Prive Lounge apart from the usual shopping.