THE BIG INTERVIEW - VIKAS SHARMA

Business Traveller India chats with Vikas Sharma, CEO at Encalm Hospitality, about how lounges are evolving to enhance passenger needs and expectations

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What differentiates your premium lounges from competitors in terms of service and amenities?

At Encalm, we see our lounges not just as waiting areas, but as sanctuaries for travellers. What truly sets us apart is the way we blend Indian hospitality with global standards. We pay close attention to the details — from locally inspired cuisine to wellness zones that help you reset between flights. It's about creating an experience that feels thoughtful and personal, not transactional. Our team is trained to anticipate needs, not just respond to them, and that makes a world of difference.

How do you ensure that the customer experience meets or exceeds the expectations of frequent travellers?

Frequent travellers are some of our most valued guests and also our biggest critics, in the best way possible. They know exactly what they want, and we love rising to that challenge. We focus on consistency, speed, and personalisation. We're intentional about refining the journey at every touchpoint from check-in to departure, ensuring it's seamless, intuitive, and enjoyable.

Guest feedback plays a huge role in how we improve, and we dont just collect it, we act on it. Whenever we receive a query or negative feedback, our lounge managers personally call the guest to understand the issue and ensure it's resolved. This direct, human approach helps us turn challenges into opportunities and reinforces the trust our frequent travellers place in us.

What role does technology play in enhancing the lounge experience for your guests?