ITC Hotels
We stand at the threshold of a new tryst with humanity. The future of global hospitality has undergone a huge transformation due to the pandemic. The new trends may be irreversible. As somebody rightly said, ‘There are decades where nothing happens and then there are weeks where decades happen’. The pandemic is what we call a Black Swan event where values change. And when values change, much changes with it. It brings about a new world order. Society resets its values and arrives at new priorities. I think the most important value is that ‘Health is the new well-th.”
Health is moving from reactive to proactive. Many years ago, it was felt that the absence of sickness meant you were
healthy. I think that the definition has changed quickly. Your health certificate will become as important as your visa. Nature does not realise the artificial borders that people have set for themselves.
The global order and sustainability will also get amplified ,as will be the concern for Planet Earth. We must keep one eye on the microscope as we have got to see how we can reduce the costs. We are going to survive. It is not about capability but cope-ability. We have got to keep an eye on the telescope, from a company, industry and the country’s point of view.
Every storm brings with itself seeds of opportunities. This is perishable. Those who can capitalize on it would be
gainers. We need to look at new markets and new trends and how we can create new products—Yoga and Ayurveda,
among them.
Buildings would get reshaped and redesigned. People would realise that the cleaner a building, the lesser are the touchpoints and the lesser possibility of bacteria. I think India has a great opportunity to reinvent itself; Incredible India can be more incredible than ever.”
At ITC, engaging with local communities is an integral aspect of its ethos. The group set up a Rs 150 crore coronavirus fund for the vulnerable sections of society and collaborated with authorities to assist with district health and rural healthcare eco-system.
The resources under this fund have been channelised towards the protection and well-being of the ground forces, which are doing commendable work to reach medicines, groceries and other essential goods to people across the country.
Personal gear and hygiene products have been provided to frontline warriors. Among the various employee awareness programs launched by ITC Hotels were personal conduct standards and precautions for social and workplace etiquette, under which 8853 employees have been trained; a certified hygiene manager course; and training of FSSAI Regulatory Compliance on Food Safety & Hygiene, under which 904 managers and 5826 associates were trained.
Protocols were established for associates; COVID-19 tests were conducted; salaries were paid before time; the ITC team constantly connected with employees to know about their well-being and healthcare; they were suitably engaged to help them enhance their soft skills, and wellness services such as counselling and health webinars were offered at no cost.
For guest safety, ITC Hotels associated with DNV GL that has expertise in risk management, quality assurance and assessment to launch the WeAssure programme, to upgrade the existing hygiene and safety standards and develop new standards to create a world-class benchmark.
Among the CSR activities, the hotel behemoth supported local authorities and healthcare workers by providing more than 75,000 free meals. They established quarantine and extended hospital facilities at WH Sheraton New Delhi, which attached itself with the Max Hospital and WH Dwarka, which attached itself with the Manipal Hospital.
Anil Chadha, COO, ITC Hotels
ITC Hotels is driven by a decade-strong ‘Responsible Luxury’ ethos. It defines our operating philosophy. It does not only entail sustainability; green was only a part of it. It has included health, hygiene and safety. We had laboratories in all our hotels 20 years ago, where microbiologist would carry out random food tests and test the swabs of human hands. We have already been practising a lot of it as a hotel chain. Cleanliness has become the new amenity. Additionally, the new ‘normal’ has paved the way for the digital. With homes becoming the epicentre of our lives, the takeaway is the new highway. Certification will be very important as it will lessen moments of anxiety among guests and heighten moments of trust. ITC Hotels WeAssure hygiene protocol endeavours to offer safe experiences to guests as we welcome them back with the familiar ITC warmth. Our logo, the ‘Namaste’ symbolises the new world order greeting so well.”
Frontline Heroes
Jitendra Singh Taak, Resident Manager, Sheraton New Delhi
Jitendra Taak led the team at WelcomHotel Sheraton from the front through two unique experiences in the war against COVID, which lasted over 60+ long days and nights. Taak ensured complete care and comfortable stay for those returning from overseas, who were provided with board and lodging at the hotel in the early days of the pandemic.
Sheraton New Delhi Saket was the first hotel in the NCR to operate as a COVID hospital extension for asymptomatic positive citizens without compromising on the safety of the guests or employees. Taak innovated, thought fast on his feet and quickly responding with solutions to every challenge. He worked closely with medical professionals to ensure that all the hotel’s residents were taken care of, despite a demanding situation.
Nirmala Bhanu, Loss & Prevention Manager, ITC Grand Central
ITC Hotels rapidly formed a central COVID-19 commandment centre with a team of specialists who researched and worked on real-time policies and updates related to the coronavirus. Nirmala Bhanu was a key member of the regular briefings and Zoom workshops, and participated in the knowledge sharing platforms with her expertise that helped ITC Grand Central take preventive action. She says “Being part of a hotel chain that has sustainability practices embedded in our processes and operations kept us steady. This ethos of Responsible Luxury has kept us future-ready to absorb the crisis better as we already follow best practices in every aspect of the operations.”
Bhanu worked with a limited number of associates to meet the challenges and help different departments. She learnt how to communicate through sign language and trained her team as well. She ensured strict compliance of COVID policies at the hotel, be it in vendor movement or training associates.
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