East Meets West – Insights Live from Mumbai

Puneet Chhatwal's message was clear. After more than 35 years in the industry, including nearly three decades in Europe, he has seen how East and West complement each other. Structure and precision from the West. Warmth, philosophy and intuitive human connection from the East. When these strengths meet, a new type of hospitality emerges: global but local, efficient but personal.

He described several shifts driving this change. First, the traveller has changed. Identities are no longer tied to one place. People move, work and connect across continents. Travel is no longer a luxury but a need – shaped by global families, digital access and cultural curiosity.

Second, technology has transformed how people explore and choose destinations. Instant reviews, social media and constant connectivity define expectations long before a guest arrives at a hotel.

From there, Puneet contrasted two markets he knows well: India and Scandinavia.

Speaking from the iconic Taj Mahal Palace, he explained how India’s hotel sector is expanding at extraordinary speed. Market values of listed hotel companies have increased tenfold, driven by rising incomes and a demand curve that continues to outpace supply. India is building, growing and preparing for a future where millions of new travellers enter the market.

"With a young population, rising incomes and nearly 100 million passport holders already – soon several hundred million – the potential is massive. If Scandinavia attracted even a small share of these travelers, it would translate into tens of millions of potential room nights."

Scandinavia, by comparison, is mature. Stable, strong and familiar to him from earlier years in Rezidor and a close connection to Stockholm. Growth is solid but not explosive, and new supply enters the market at a much slower pace.

Outbound travel from India is becoming a force of its own. With a young population, rising incomes and nearly 100 million passport holders already – soon several hundred million – the potential is massive. If Scandinavia attracted even a small share of these travelers, it would translate into tens of millions of potential room nights.

As Puneet Chhatwal noted, this shift is already visible. Indian airlines are opening new international routes, including to the Nordics. What seemed unlikely a few years ago is now happening in real time.

Finally, he reflected on the Indian Hotels Company Limited (IHCL) and Pandox – two organisations he sees as sharing common ground. Both operate at the intersection of ownership, asset management and long-term value creation. Both rely on strong guest relationships and a culture that extends beyond the transactional. For Taj, this is expressed through “Tajness”: Trust, Awareness and Joy.

His message from Mumbai was ultimately about opportunity. The rising East, a changing traveler profile, and a more connected world all point toward a hospitality industry where collaboration across cultures becomes a competitive advantage.

And it all began, as he reminded the audience, with something as everyday as a coffee break.