In an industry where memorable guest experiences have become as important as service standards, hotels are increasingly looking beyond conventional hospitality to create lasting impressions. ExpoInn Suites & Convention and Plume Hotel in Greater Noida have adopted an unconventional approach by making two canine Chief Happiness Officers an integral part of the guest journey.
Laila and Snoopy, the resident dogs at the two properties located within India Expo Mart, have become familiar faces for guests. From greeting visitors in the lobby and escorting them to their rooms to posing for photographs, the duo adds a personal touch to the arrival experience. Over time, guests have begun asking for them by name, making them an unexpected yet recognisable part of the hotels’ identity.
The initiative was introduced by Barun Gupta, Chief Operating Officer, whose hospitality career spans leadership roles with Starwood Hotels & Resorts, Marriott International, Accor, IHCL and Hyatt Hotels Corporation. Having experienced hospitality operations across global brands, Gupta wanted to create an environment where warmth, care and companionship complemented the traditional pillars of service.
Among the influences behind the idea is Ratan Tata, whose compassion for animals and belief that kindness is an integral part of leadership resonated with Gupta. Inspired by those values, he envisioned a guest experience where emotional connection would play a meaningful role alongside operational excellence. Rather than serving as mascots, Laila and Snoopy were given the title of Chief Happiness Officers to reflect their place within the property’s hospitality philosophy.
Their presence has since become part of the rhythm of daily hotel operations. Children quickly warm to them, families often pause for photographs, and business travellers take a moment away from busy schedules to interact with the pair. What begins as a routine check-in frequently becomes one of the most memorable moments of a guest’s stay, with many visitors leaving not only with photographs but also with stories to share.
For hospitality businesses, creating memorable experiences increasingly extends beyond rooms, restaurants and meeting facilities. While these remain fundamental to guest satisfaction, emotional engagement is emerging as another way to strengthen guest loyalty and differentiate a property in a competitive market. ExpoInn’s initiative reflects this broader shift, demonstrating how thoughtful, experience-led touches can complement traditional service standards.
The concept also carries relevance for India’s growing MICE and convention hospitality segment, where repeat business and guest recall are increasingly valuable. Situated within the India Expo Mart complex, ExpoInn Suites & Convention and Plume Hotel welcome a mix of corporate delegates, exhibitors, event organisers and leisure travellers. In such an environment, distinctive experiences can leave a lasting impression long after the event has concluded.
Laila and Snoopy may not replace the fundamentals of hospitality, but they illustrate how authenticity and emotional connection can enrich the guest experience. In an increasingly competitive market, their role serves as a reminder that sometimes the smallest gestures — and the warmest welcomes — are the ones guests remember most.
Rahul Bhadana is a digital editor at TravTalk with experience spanning multiple content niches, with a strong focus on travel trade journalism and digital publishing. A graduate of Delhi University, his work covers editorial writing, content strategy and platform-led storytelling, supporting TravTalk’s digital growth and industry engagement. A technology enthusiast, he enjoys films, poetry and exploring new ideas across media and culture.