You must have read my previous article on the steps taken by premium Hospitality brands in the wake of Corona Pandemic to ensure guests safety. On one side travel enthusiasts are eager to travel and cannot wait any more, the hospitality Industry on the other side is equally eager to welcome their dear guests with folded hands. As we plan to travel in the near future, we explore about the steps taken by hotels/resorts in the new normal to make guests comfortable and tension free. We have taken interviews of the spokespersons – Mr. Rubin Cherian, GM of Novotel Hyderabad Airport, India ; Mr. Soumitra Pahari, General Manager, Mercure Hyderabad KCP
Below are the steps taken by the above mentioned properties.
P.S>Photo Credits the respective hotels
1. How are you anticipating the inflow of guests post Covid
Mercure Hyderabad KCP- As the country is gradually unlocking and people have started to travel, we have seen a ray of hope for revival. Accor has also initiated a special offer ‘Let Us Take Care of You’ which has helped us tap the local staycation business from the city. We also have initiated take away and home delivery services via partners to ensure that our patrons continue to enjoy our delicacies in the comfort of their home. This was being appreciated and accepted by the customers. This is the testimony of the fact that guests trust us in terms of providing hygienic food from their favourite outlets. With our new inclusive approach, we are also working on growing the trust factor of the regular diner to visit us at our restaurants without any fear. We are engaging our digital and PR levers for the same. We have also witnessed that wedding and social events have also realigned themselves and continue in a closed group of maximum 100 people with social distancing and hygiene being the most important criteria. This is a positive start and we hope that things will settle down soon.
Exterior Mercure KCP Hyderabad
Novotel Hyderabad Airport- Hotels have been adversely affected due to the pandemic and the climb out of the pandemic is going to be gradual. Though the hotels have started opening up across the country, the pace of leisure and corporate travellers trickling in is slow. Since "Unlock 1.0" phase, we have seen a steady rise in our business. Historically, we as a hotel have had a unique business mix which comprises of an array of segments, such as socials, weekend leisure from the city, MICE, corporate travel, crew as well as long stay guests. We are glad to share that we’ve already hosted a healthy number of weddings at the property (respecting the 50 guests gathering rule), a steady crew movement from airlines, city dwellers seeking some time off as they come to our hotel for staycation and some corporate travel. We are eagerly waiting for the MICE segment to pick up pace as this is one segment that most Hyderabad five-star hotels are dependent on. We definitely consider our hotel to be a preferred venue as we have the luxury of large spaces both indoor and outdoor and the ease with which conference organizers can conduct their large events and yet abide by the safe distancing norms. People are adapting to the new normal and we at Accor under the label of ALLSAFE have also implemented stringent safety and hygiene protocols to provide a safe experience to all our guests.
Exterior Novotel Hyderabad
2. What are the safety measures you are taking for the vicinity
Mercure Hyderabad KCP- The most important thing for us is the safety and well being of our guests and employees. We are taking all precautionary measures to maintain high standard of hygiene and avoid any physical contact between the staff and guests. We are maintaining social distancing in our hotel across all areas. At Mercure Hyderabad KCP, we have stringent measures of hygiene and cleanliness. We are working very closely with local and government authorities to ensure all the government protocols are additionally followed for the well-being of our guests and staff. We have implemented stringent and comprehensive outline of measures that the hotel has to follow including frequent cleaning of public spaces, regular sanitation of high-touch points such as elevator buttons and public sitting areas and enhanced cleaning processes for restaurants and kitchens. The tables and seating facility at our restaurants have been rearranged and placed at safe distance of at least two meters to maintain social-distancing norms. For now, we have discontinued our buffet services and are operating with ala-carte orders for guests wanting to dine at our restaurants. Our restaurants are following strict operating guidelines and has reinforced hygiene standards. Guests are reminded when entering and leaving the restaurant to disinfect their hands with disinfectant gel, located at the entrance of the restaurant. Physical menu has been replaced with QR code for digital menu access. In addition to the restaurants, protocols are also be defined for the kitchen areas to be followed by and employees in order to make them feel safe at all times. Only digital payments are accepted to reduce the contact.
Room
Novotel Hyderabad Airport- We are the only five-star hotel near Rajiv Gandhi International Airport, in the lap of nature with expansive views & a resort-like ambiance and are situated away from the city and crowded areas. We also have open air venues which can be customized to create diverse experiences.
As a hotel, we have an edge in ensuring optimal hygiene and safety in the surrounding areas as the hotel and international airport both are owned by GMR, who are proactively working on elevating the safety and hygiene processes. At the hotel level, we have defined a detailed process under the banner of ALLSAFE that covers the entire journey of the guest right from the time he/she enters the hotel till their departure. The staff under the banner of ALLSAFE has undergone comprehensive training to ensure we are following all safety & hygiene protocols defined under the banner.
Novotel Hyderabad
3. How are you planning for the new normal hygiene factors for the hotel
Mercure Hyderabad KCP-Our hotel staff is being trained to follow the ALLSAFE guidelines and SOP’s provided by the Ministry of Health and Welfare, GOI. Wearing masks and gloves, regular thermal screening, usage of sanitizers are some mandatory measures our employees follow. As part of the ALLSAFE certified label, we have elevated the level of cleanliness across. All guests are greeted with a ‘namaste’ and handshakes are eliminated. During check- in procedures, a protective transparent shield has been installed at the reception desks to reduce contact. There is an ALLSAFE officer in our hotel who implements the program and adapts the health and safety requirements for the hotel. The officer ensures that the team is following the new procedures after implementation. The ALLSAFE also regulates the healthy communication in the hotel regarding the hygiene protocols and safety measures.
Suite
Novotel Hyderabad Airport- At each Accor hotel, we have launched the ALLSAFE label, which represents our new global cleanliness and prevention standards that has been developed and approved by Bureau Veritas, a world leader in hygiene and cleanliness inspection. The ALLSAFE label has 16 key protocols which provides assurance that these standards will be met by our hotels. Every hotel will also have an ALLSAFE Officer to ensure all protocols are followed. All our properties follow strengthened cleanliness protocols. Strict new cleanliness standards are implemented and monitored in all Accor hotels and includes an enhanced cleaning program with frequent disinfection of all sensitive areas. Comprehensive safety and hygiene training program are put in place so that all employees have the skills and training necessary to protect themselves and our customers. Accor has also implemented new standards of social distancing measures in its hotels which also includes special measures at the Reception counter when registering guests. In all restaurants, Accor is enriching its healthy and sustainable food charter to better respond to the current context with new food safety standards going beyond government and local regulations.
There are numerous processes and procedures enforced which fall under 16 main actions:
1. An ALLSAFE Officer available at every hotel 24/7
2. Masks and sanitisers available for team members
3. Safety and hygiene training for staff across all areas of the business
4. Reinforced cleaning in public areas, especially in high-touch point areas
5. Reinforced cleaning in back-of-house areas of hotel
6. Extra room disinfection
7. Reinforced food safety procedures
8. Regular health checks for team members
9. Social distancing in all common areas
10. Contactless payment and check-in/check-out where possible
11. Safe In Room dining where restaurants are not open
12. Guest temperature & oxygen level checks
13. Masks and sanitisers available for guests
14. Sanitiser in key public areas (front desk, restaurant, elevators, bathrooms etc)
15. Guest access to medical professionals at no cost round the clock
16. A customer hotline to prepare the stay of our guests
As a standard procedure, we are disinfecting guest luggage with prior permission of the guests. Upon arrival, are not be providing any cold towels to welcome guests; no welcome aarti and tika either – going forward a sanitizer shot for the guest’s hands is the best welcome to the hotel, and at every restaurant. We continue to do temperature checks at the entrance of the hotel. Face masks and thermometers are readily available for guests on request. During check-in we do request the guests to complete a self-health declaration form to declare their state of health; whether they have come into contact with any person suspected of the COVID-19; and their past travel patterns of the last 14 days. We also encourage e-check-ins and an e-card are sent on the guest’s email requesting an instant acknowledgement of the same over email. Guest is requested to share Photo ID, COVID-19 form, credit card authority form for payment and picture of business card on the email to process the check-in formalities. No physical cards are taken or used for pre-authorization to avoid contact. An exhaustive checklist has been prepared for the Restaurant Operations in F&B Service across the board for Luxury, midscale, and the economy hotels. The floor plans have been re-drawn to maintain social-distancing norms between the tables. Considering the scenario currently, facilities like gym’s, spa’s and swimming pools are still being pondered upon and to tackle the realities we will need to look for ways that are in the best interest of our guests. Although a lot of planning has gone by to curate these various steps, which would be undertaken by our brands, we will still need to constantly revisit all the strategies and modify our plan of action as the situation progresses. We have also developed an extensive procedure for our operational staff internally on iAuditor- a self-assessment platform, which enlists the brands standards and per touch point. iAuditor
will assist hotels teams and management to focus on enhancing hygiene and cleanliness, temperature checks at the entrance, thereby safeguarding the well-being of guests and employees alike.
Premiere Executive Room
4. How are you planning to build trust amongst your customer so that they are rest assured and choose your property for their experience
Mercure Hyderabad KCP- Our safety and sanitary protocols are in accordance with Accor’s ALLSAFE label, which represents our new cleanliness and prevention standards. The ALLSAFE label in association with Bureau Veritas which represents our new cleanliness and prevention standards. The purpose of the ALLSAFE label is to communicate to guests that these standards have been met at our hotel. ALLSAFE label covers:
• Enhanced cleaning protocols
• Enhanced staff training
• New guest contact measures
• Enhanced food safety measures
• Global medical support for all guests in a partnership with AXA
There are 16 fundamentals including an ALLSAFE Officer (which is an extension of a member of the team’s current responsibilities) in every hotel and additional training for our teams.
Novotel Hyderabad Airport- Our teams across the globe are working in close cohesion with each other sharing best practices and are developing well thought over strategies to drive business demand adapting to the new normal. 2021 will be an interesting year as there will be a contrasting shift of preferences and expectations from our guests. We hope to see some buoyancy in the following year and people for sure are eagerly waiting to travel and engage with each other in person to reconnect and restart. The most crucial aspect of the revival strategy is to instil confidence in our guest to start travelling again. We must assure guests that it is safe to travel, and all our hotels follow safety and hygiene measures at every step of the way. Gaining trust of the guests and ensuring them that it is safe to travel is the most important thing. India is quite resilient in its behaviour and we all are optimistic about inching towards normalcy by next year.
Well written article, I believe the hospitality is open up and they need to put strict measures in place. And both these brands seemed to put major measures in place. Great piece.
Travel and hospitality are the worst hit sectors because of coronavirus. To get back on their feet hotel will have to to implement stringent guidelines and make sure the the customers feel safe and secure while staying with them. The steps taken by these hotels are praiseworthy.
Good to see hotels being proactive and taking safety precautions to enusre guest safety. This is a temporary phase and the industry should be able to bounce back next year
I have been to a resort lately and the checks they take there are very serious. Reading about these quality checks brings a smile on my face as we are moving forward in this new normal.
That’s some really commendable initiatives by the hotel.
Much needed at this hour.
It is heartening to see the safety measures being taken by the hotels for the safety of its guests. We have stayed in Novotel Airport Hyderabad and found it an amazing hotel.
This was much needed, and indeed a great step from.the industry leaders towards travelling in the new normal. Being proactive in times like these and going the extra mile, is whats going to make properties stand out. Players who take things for granted, and aren’t upto the mark will see the results instantly on social media, coz it’s 2020.
Now it’s all about building the trust, and that’s what’s going to play a major role in the revival of the tourism industry in India.
Good to see that hospitality industries are started picking up and taking all necessary precautions. I guess we will see a new safe hotel experience soon.
Great information that gives comfort and satisfaction to start ravelling again without fear.
Travel and hospitality are the major sectors which was hit by covid glad that hotels are taking extra precautions and maintaining hygiene for their customers
Glad to see how hospitality industry are coping up with this pandemic situation. It is very necessary for them to take all precautionary measures. Good to see everything is getting back to normal with all the measures.
These are well thought through measures and quite welcoming too. Wonderful what innovations and adjustments hospitality industry has done to fit in the pandemic situation
I am really impressed that they are taking so many steps to ensure safety. It is really important at this pandemic situation to follow all measures
Its goid to see Hospitality industry is voming into action after months. The way they are taking precautionery neasures in this new normal time is really commendable.
Indeed traveling in current scenario is totally different. Like that hospitality industry are taking several measure
Very well written!! We all are learning to live in this new normal situation and traveling is a part of it. Glad to see how hospitality industry is doing there best to give us hassle free stay experience.