The Maharashtra government’s recent directive on reopening of hotels and restaurants across the state has brought some respite to hoteliers, who are facing the worst-ever economic crisis owing to coronavirus induced lockdown.
As hotels and restaurants have resumed operations, many of them have put into place stringent measures and new business strategies to welcome their guests back. Like many other hotels, ITC’s two key properties in Mumbai too resumed business. Hotelier India caught up with Atul Bhalla, Area Manager – West ITC Hotels & General Manager, ITC Maratha and Amit Kumar, GM, ITC Grand Central to understand their on-ground arrangements, safety measures and new strategies adopted by the hotels to garner business.
Atul Bhalla, Area Manager – West ITC Hotels & General Manager, ITC Maratha
How do you look at Maharashtra government’s decision on restarting hotels at 33% capacity?
Atul Bhalla: We would like to thank the Government of Maharashtra for allowing us to recommence business operations of hotels in the state. We have commenced our operations of ITC Maratha (Mumbai) and ITC Grand Central (Mumbai) from 8th July, 2020 onwards.
The new service mantra is all about redefining hotel spaces and experiences. At ITC Hotels, as a part of our ‘WeAssure’ initiative, we have curated responsible experiences that induce wellbeing for guests who want a sense of freedom, with personal controls.
As per the Government directives, 33 % of its room inventory is open for sale. The rest 67 %, have been reserved for accommodating grounded repatriates from the Vande Bharat Mission and they will be housed on separate floors.
Amit Kumar, GM, ITC Grand Central
Tell us about the on-ground arrangements made by your hotel that assures contactless and touchless experience to your guests?
Amit Kumar: As a part of ITC Hotels’ path breaking ‘WeAssure’ initiative, we are taking a number of measures that assures safe-distancing, contact-light service and wellbeing of guests. Right from car transfers to check-in and check-out, the elevated safety measures ensures contactless and touchless experience.
As soon as a guest arrives at the airport, a sanitized car will pick them up as part of the ‘Safe Car Promise’. The chauffeur would be dressed in complete PPE kit. A separator is developed inside the car between the chauffeur and the guest to ensure safe distancing. Upon reaching the hotel, a kit with mask and gloves is offered to guests who need them. The security check is contactless and while it is being done, thermal screening of the guest is done along with luggage sanitization.
We have a contact lite check-in /check-out service design along with transparent separators at the reception to ensure safe distancing. All the necessary details and IDs proofs are collected through online forms before guests arrive at the hotel.
Further, the room keys are sanitized and luggage assistance is offered while ensuring safe distancing. Upon the check-out, we block the room for sanitization and we do not allot it to anyone for a minimum of 24 hours. The room is sanitized and cleaned to ensure clinical levels of cleanliness. The checkout process is designed to be contactless as well guests are encouraged to make payments digitally.
When it comes to the dining experience, essential safe distancing and hygiene measures are ensured here as well. Guests can view the menu by scanning the QR code placed on the table followed by guests unwrapping the cutlery and crockery from sealed paper envelopes and eating from pre-plated meals bought to the table under a cloche. In-room dining now comes with two options: a ‘Knock n Drop’ service using takeaway boxes which are left outside the door of the room, and plated meals on trolleys which the guest can slide in and out of the room themselves.
Additionally, we would also like to share that all safety precautions and safe distancing measures are followed by our vendors as well. The use of gloves, face mask and headgear has been made mandatory.
Tell us about the social distancing measures adopted by the hotel?
Amit Kumar: The reception area has protective glass shield in order to maintain safe distancing, between associates and guests, Welcomseperators are placed in restaurant between tables, minimum 6 feet gap between two tables are kept ensuring safe distancing, similar arrangements are made for public area seating, elevators and washrooms too. We have made additions in the front and back of the houses of the hotel to ensure safe distancing.
Coming to the heart of the hotel i.e Kitchen area, what kind of measures have been adopted here? Were any new concepts introduced for this space?
Atul Bhalla: ITC Hotels has implemented stringent measures and protocols, including mandatory temperature checks for all Chefs and Food & Beverage associates. Also, ITC Hotels are amongst the very few chains today who operate a state of art ISO 22000 Food Safety Management quality accredited Microbiology lab at every hotel, which enables a systematic, preventive approach to food safety and cuisine hygiene.
What per centage of your staff has been stationed in the hotel right now. Also, how are you managing both the staff working from home and in the hotel? Tell us about engagement activities rolled out by your hotel?
Amit Kumar: The global pandemic has tested the ability of the hospitality industry to change. However, we are encouraging employees to utilize this time to upgrade their skill sets. It is important to keep their morale high. The HR teams across ITC Grand Central are constantly in touch with the employees and are proactively inquiring about the well-being of employees and their families.
From initiatives pertaining to mental health, to hosting virtual meditation classes to workshops for skill development, we are making the most of this time to learn more and broaden our horizons even further.
Every fortnight we are hosting a theme based “Happy Thursday” a virtual FUN event for all the associates at the hotel and home. We encourage them to show their creativity in the form of dance, singing, sketches etc. We organize virtual games and do the rewards & recognition to keep the moral of our hard working employees high.
Tell us about your home delivery service? Are there any new additions made of lately in the home delivery menu?
Atul Bhalla:‘Gourmet Couch by ITC Hotels’ is the chain’s most recent and unique culinary offering that encompasses a luxury dining experience with exclusively curated menus from ITC Hotels internationally acclaimed brands, delivered at the guest’s residence under stringent hygiene and safety standards. The menu includes exquisite epicurean delights with signature preparations such as Dum Pukht Biryani, Dal Bukhara, Sikandari Raan, Paneer Tikka, etc. to suite discerning palates.
Additionally, the specially curated menu under the brand ‘Flavours by ITC Hotels’ showcase an array of authentic global culinary delights and also celebrates indigenous flavours of the region with the chain’s culinary initiative – ‘Local Love’. Thus, diners can enjoy the subtle flavors of different cuisines, authentic to a region and culinary style. Both, the initiatives Gourmet Couch and Flavours have received an overwhelming feedback from diners across India.
Besides, ITC Hotels has also partnered with India’s leading on-demand delivery platforms like Zomato and Swiggy to responsibly deliver our unique culinary experiences using their advanced distribution network across the country.
What new strategies will be adopted by your hotel for the way forward to garner business?
Atul Bhalla: We are ensuring to maintain connect with guests through social, digital, email and editorial content and assure them of the stringent hygiene and safety initiatives taken by the brand, thus maintaining a strong brand relationship. We also have an opportunity to capture future bookings by engaging guests that have cancelled their stay or events due to the Covid crisis. Also, considering the given situation, we have introduced a flexible cancellation policy and sensitive messaging relevant to the situation.
Many hotels are rolling out advance booking, staycation and purchase offers. Have you launched any? Also, tell us about the thought process behind these schemes?
Amit Kumar: We believe that international travel will take time to recover and people will definitely seek options closer to home or ones that are a short drive away. People have been staying at home for too long during the lockdown now and are keen to go for short Staycations that not only gives them a getaway but also ensure a sense of safety.
Keeping this in mind, we have introduced the concept of ‘Safe Staycations’ for our guests with some exciting offers to make up for the missed holiday by spending a few days in lap of luxury but at attractive rates. For example: We launched the Welcombreak all-in getaway package where customers can book now and pay later with bookings valid for stays till October 31. Starting at INR 9499 plus taxes for ITC Grand Central, the offer includes all-day meals, late check-outs, and complimentary laundry. There are numerous other staycation packages that have been designed keeping in mind the varied needs of the guests.
