Our students, as a part of the IIMUN’s Hospitality Tour in Jaipur, were not simply undertaking another scholastic excursion; they were entering a tale. A tale interlaced with tradition, opulence, and the unique charm of Rajasthan. Where are they headed? Mementos by ITC Hotels in Jaipur is a place where each corridor speaks of tradition and every nook resonates with the beat of royal grandeur.

It was not just a normal day for these young minds. They did not take the bus to get to do another "industrial visit" in their academic to-do list. This was something else. This was an immersion into a live, breathing illustration of how hospitality can transcend check-in counters and room service menus to be something that is recalled, something that remains in the heart.

As the bus turned into the driveway of the property, the students were hit with a stunning view: a huge building infused with Rajasthan's spirit and enveloped in the sheen of modernity. The very air seemed more fragrant, with flashes of marigold and sandalwood, and the promise of an unforgettable experience.

The mood shifted the minute you stepped into the lobby. It was not merely taking a tour of a hotel, but more about living the experience of how one creates a brand that remains etched in memory. This was orchestrated by Mr. Rajneesh Maller, the energetic and inspirational General Manager of Mementos by ITC, who took them through this journey.

Hospitality as an Emotion, Not a Service

Mr. Maller didn't waste time on canned speeches. Instead, he began with a concept that set the tone for the visit: "Hospitality is not service; it's a feeling."

In one simple comment, he rewrote what the students thought they had learned about the industry. Hospitality was not about efficiency, neat uniforms, and friendly smiles; it was about feeling. It was about making an individual feel respected, understood, and genuinely welcome.

He explained that even the smallest thing makes a difference, from the smile a guest receives upon entry in the foyer to knowing ahead of time what they need before they even ask. He feels that what separates good hospitality from legendary hospitality is the feeling that someone is really glad you're there.

The 3 Golden Cs: A Blueprint for Memorable Hospitality

As the tour began, Mr. Maller introduced the students to his philosophy , the Three Golden Cs: Create, Curate, and Communicate.

1. Create

The first approach, he explained, is to develop experiences that capture the essence of the place. Jaipur, with its brilliant colors, music, and crafts, is a treasure trove of inspiration. The home incorporates these aspects into its very fabric, from local folk art in the halls to warm, earthy tones in the room interiors. Even the welcome drink was more than just a refreshing beverage; it was a well designed introduction to Rajasthani delicacies.

2. Curate

Creation alone isn't sufficient. The second stage is to curate, which entails carefully selecting each detail. He pointed to a hand-carved lamp in the lobby, spices in the kitchen, and a floral arrangement at the entrance; every element, no matter how minor, was chosen to convey a specific message. This, he explained, is where brands gain depth.

3. Communicate

Lastly, hospitality is about communication. This is not just talking to them, but involving them in a personal and real way. It's creating moments of connection, whether it's recalling a repeat visitor's favorite tea or suggesting a hidden local market rather than a well-known tourist site.

Beyond Service , Crafting a Story

For the children, this was an exercise in observation. They saw how climate, geography, and culture shape each hospitality decision. Menus change seasonally, decor changes to tie in with local festivals, and experiences are tailored to the rhythm of the city.

“Geography isn’t just where you are; it’s how you weave that place into a guest’s memory,” Mr. Maller shared.

The property was not a building; it was a story. Each stone, each smell, each sound all added up to the history of Jaipur.

An Eye for Details the Guest Never Sees

One of the loveliest lectures was on unseen effort behind the scenes. The students explored areas of the hotel that not many tourists ever get to see, such as the frantic kitchens, service tunnels that keep things in motion, and linen closets where every fold and crease are just so.

They observed how discipline, timing, and coordination are capable of transmuting disorder into peace for a guest. They observed that outstanding hospitality often takes place behind the scenes, in the form of instantaneous decisions, subtle problem-solving, and meticulous attention to detail.

From Students to Storytellers

By the time of departure, the students were not merely guests. They participated in ITC's story for Mementos. They departed with more than book knowledge, but also an intuition, a sense that hospitality is an art that relies on empathy, creativity, and precision.

They learned that:

• A guest’s memory is shaped by moments, not just services.

• Local culture is the heartbeat of a truly unique experience.

• The smallest details often leave the biggest impressions.

• Every team member , from the chef to the doorman , plays a role in shaping the brand’s story.
   

More Than a Visit, A Vision

As the sun went down and Jaipur's pink hues darkened to gold, the students looked back on what they'd heard and seen. It was more than being taught the basics of hotel management. It was to understand the soul of the industry, the power to make a person feel home even when thousands of miles away.

They left Mementos by ITC with more than a few notes in their notebooks.They began with a vision: one day, they would be able to construct venues that not only welcomed guests but also influenced people's lives.

Because, as they now understand, service has nothing to do with hospitality. It's about having a unique, magical experience that lingers with you long after you leave.