IHG
The impact of the COVID crisis on the travel and hospitality industries cannot be underestimated. However, the strengths of our business model and the speed and effectiveness of our actions have helped us support all our stakeholders including our guests, hotels, owners, colleagues and communities. People will always want to explore the world, relax or reconnect with friends and family. The wheels of business must turn and events will need to be hosted. We believe the sector will recover in time. As has been the case in previous downturns, we expect domestic leisure travel to return first, with business and international travel to return more gradually. We believe that the tourism sector in India is at an advantage as is it primarily driven by domestic travel. We have already started to see some early signs of recovery and, as guests start staying with us again, we are focused on making every aspect of the customer journey a safe experience. We are also committed to accelerating growth and meaningfully expanding our presence across key markets in the country in the mid-to-long term.
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From food deliveries, providing hotel rooms for frontline workers to participating in relief efforts, IHG stepped up its efforts in various ways. IHG’s #LightsOfLove began as a sign of solidarity with health workers, their families and the hospitality industry at large. Soon, it becomes a beacon of hope for the industry with hundreds of hotels globally creating light hearts in their windows as the world went into a lockdown.
The hotels extended support to British citizens stranded in India and waiting for repatriation. Holiday Inn Kolkata Airport particularly played an exemplary role and was widely appreciated as a partner in hosting British citizens during their waiting period and ensuring they were well looked after. Amongst other stakeholders the efforts were lauded by Nick Low, British Deputy High Commissioner to Kolkata.
Holiday Inn Jaipur City Centre essayed a role in supporting the local community by providing essentials, donating surgical masks and contributing to the PM Care fund. Despite the best collective efforts to protect the hotels and teams, the severity of the crisis and historically low levels of demand have led to difficult decisions to furlough or let go of many hotel staff. IHG’s Stay in Touch programme in different markets has helped the management to stay connected with their colleagues who were unable to work, in the hope that they can be welcomed back as demand begins to return.
The programme included a newsletter that provides resources for mental and physical well-being, upskilling as well as updates on the group’s operations across the region. Their ‘WorkLife Summit’ offered tips on how to work remotely; fresh learning and development content; wellbeing advice; and leadership perspectives. IHG also introduced leadership masterclasses for colleagues on topics such as resilience and difficult conversations.
Frontline Heroes
Bappa Mondal, Commi I, Crowne Plaza Greater Noida
Bappa Mondal, known for his compassion and friendly nature, acquired fame amongst the hotel’s in-house guests for taking care of those who had to stay in the hotel for months. He engaged with guests frequently and cooked food personalised to their tastes, desires or needs to help them overcome the pangs for home-cooked meals.
He went a step further by speaking to family members of many guests so that he could understand their preferences and likes when it comes to their meals. His genuine approach and eagerness to go that extra mile earned him appreciation on platforms such as Trip Advisor and Medallia from guests staying at the hotel.
Saravanan, House Keeping Supervisor, Holiday Inn Chennai OMR IT Expressway
A dedicated team leader, Saravanan made sure that the amenities and other supplies were well-stocked for all in-house guests throughout the lockdown, besides supporting the hotel team in providing seamless services.
He was appreciated for his unique towel art that helped cheer up guests. Saravanan took up the additional task of teaching towel art to guests who wanted to indulge in an engaging task. “When I saw these towel toys every evening on my bed, I expressed my interest in learning it from Saravanan. He generously offered that he could teach me in less than 10 minutes. I felt good at the thought that I will be able to surprise my children when I get back home. Thank you so much. Saravanan” complimented a guest.
Besides, Saravanan helped train his colleagues about the new SOPs that need to be followed and inspired others to do better.
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