- What safety measures are adopted by you at the property level for both staff and property?
In the current scenario, safety has become of utmost importance. We have put stringent safety measures in place. Also, we conduct timely checks to ensure that the safety process is smoothly followed.
We have a 24 x7 Security presence, all the properties are under CCTV surveillance. We have placed high-end cameras and our security professionals constantly monitor them. For the guest’s safety, we have electronic door locks enabled with RFID technology. This ensures once the guest is in his/her room, they are perfectly safe. To safeguard the valuables of the guests like passports, cash, jewelry, or any other thing of importance, safety lockers have been provided.
Also, in new properties and the properties undergoing renovation, we have incorporated slip-resistant floorings; this ensures no untoward incident happens. There is an effective evacuation plan in place and all the staff members are well trained and updated on the evacuation front.
Apart from the above-mentioned measures, there is a mandatory temperature check for all guests at the hotel entrance.
Post-Pandemic hotel safety has also included an increased emphasis on hygiene measures. Masks are now a standard part of the uniform for front desk staff, housekeepers, and hotel security. Cleaners in particular have to take extra precautions to ensure that hotel rooms are fully sanitized and that they’re protected.
Hand sanitizers are present all across the property. The cleaning staff must clean and sanitize all the public spaces. There are several “No Touch” services like QR codes, and servicing of guest rooms in absence of guests has been implemented.
The hotel staff’s temperature is regularly monitored, and we conduct frequent medical checkups of our staff.
- How easy/difficult is it to get quality staff and train them for the job?
Post-Covid there has been a huge challenge in getting a quality team not just in senior positions but also at the Junior level. During the Pandemic the hospitality industry suffered a lot. Layoffs and pay cuts have discouraged employees and looking for other opportunities.
Occupancy has picked up and we are still working with manning levels of Covid times. Given the current circumstances, low pay scale and high stress in work along with the Pandemic era set back, no one is willing to take up Hospitality as a profession now. This year the IHMs saw 60% of seats lying vacant. I believe it is time for all the properties to cut down unnecessary costs and increase the spending on manpower.
We are also designing new HR policies to retain the existing talent and recruit fresh blood.
- Are you facing attrition challenges? How do you tackle them? Is performance-based incentive a part of the industry structure, and how does it help? / What are the motivational initiatives introduced by you for the team?
Like most of our industry colleagues even we are facing challenges in this changing time. But our HR department has rolled out a few fantastic policies to address the situation.
We are providing generous perks to our employees, also as a brand, we have incorporated an employee referral program. This has helped in recruiting new staff. Staff needs continuous skill upgradation, keeping that in mind we are not only providing continuous training but also rewarding the initiatives taken by them. As a brand, we have prioritized employees’ happiness and we are offering a lot of flexibility in the workplace.
- Performance base incentive is part of the industry Structure and how does it help- It helps in keeping the employee motivated and in turn the service quality gets improved thereby keeping the guests also satisfied.
- What are the cost controlling method adopted by you?
We haven’t put any strict cost-cutting measures in place. But we are being mindful of the expenditures. We are also looking at the bigger picture, if something requires a considerable capital expenditure but is more cost-effective in the longer run, we are opting for that. Keeping the same in mind most of our units have solar panels, and rainwater harvesting plants, and this has helped in the reduction of bills.
- What is the best practices that have enhanced your dept performance and aided the bottom line?
A few of the practices that have created a desirable impact are hiring the right employee and putting a proper grievance handling system in place. This resulted in boosting employees’ morale, less attrition, and better performance.
Also, we have placed suggestion books at different locations, along with guests, our staff can also share their suggestions. Interestingly a few of the suggestions given by our staff have helped in saving certain costs. We have recognized their efforts and rewarded them effectively.
