COVID-19: Hotel chains prepare for service protocols revamp

NEW DELHI: Mandatory mobile check- ins and check outs, cashless payments, a la carte menus, reduced banqueting and distant seating in restaurants. Hotel chains have begun revamping their existing service protocols and standards for guests following the COVID-19 pandemic.

The world’s largest hotel chain Marriott International has embarked on project ‘We Care’ in India, which will entail new standard operating procedures for its staff and guests.

“As prudent operators towards all stakeholders- our employees, customers and owners, we want to make sure we are gearing up to be able to deal with what people are calling the new normal. We have used feedback from customers and emerging trends to figure out how we tweak our operations,” Neeraj Govil, senior VP, South Asia at Marriott International told ET.

“There are certain things customers will expect going forward. Contactless experiences will be important. We also believe that travellers will demonstrate preferences for hotels, restaurants and lodging facilities that communicate enhanced sanitation and hygiene protocols. The focus is on being clinically clean from aesthetically clean.”

Jean-Michel Cassé, COO for India and South Asia at French multinational hospitality chain Accor said as his chain prepares for recovery, it will encourage contactless payments and limit cash handling, besides other measures like promoting in room dining.

Kavinder Singh, MD, Mahindra Holidays & Resorts said his chain is working with a lot of vendors in the healthcare and technology space for enhanced safety procedures and contact less service.

“We will move towards hospital grade disinfectants to ensure cleanliness is of the highest order. Experiences will be designed to maintain social distancing,” he added.

Cassé said it is imperative hotels act in a proactive manner to ensure effective revival and safety plans. “Across our brands, we will be mindful of room allocations and will place guests apart, subject to hotel occupancy. A plan has been devised for all our restaurants. Public facilities like gyms, spas and swimming pools may also need to undergo changes. We are considering all aspects of the customer journey,” he added.

Industry sources familiar with the matter said ITC Hotels is working on enhanced service designs for its guests keeping in mind post COVID-19 requirements. ITC did not respond to an email seeking comments.

Globally Hilton announced this week it is partnering with Reckitt Benckiser and Mayo Clinic to develop elevated processes and team member training to help Hilton guests have safer stays. Hilton said the goal of its Clean Stay initiative is to provide guests with assurance and peace of mind when they stay at any of the chain’s over 6,100 properties. Experts from Mayo Clinic’s Infection Prevention and Control team in the United States will advise and assist Hilton with cleaning and disinfection protocols.