‘‘Safety & Hygiene – A Shared Responsibility’’

Set amidst the natural beauty of the Aravalli Hills, ITC Grand Bharat is the country’s first all-suites resort. The property features 100 Deluxe Suites and four Presidential Villas (inspired by the Mughal, Maratha, Chola and Maurya dynasties), and is grand in every sense of the word. In an interview with BW HOTELIER, Rajat Sethi, who is spearheading the operations as General Manager of the property, speaks about the revival of luxury leisure travel in the country, steps taken for the guests’ safe stay and why the guests need to be vigilant and cooperative in following the prescribed norms in the new normal.

How do you see the revival of luxury leisure travel in the current scenario? 

The travellers in the ‘new normal’ are seeking experiences that are more unique and exclusive in their offering. They are increasingly seeking isolation whilst realising the need to escape from the confinement of their homes. The lockdown and Covid-related restrictions might have put a ban on travelling across India, but have not been able to curb people’s desire to explore new destinations and try unique experiences.

Currently, we find that travellers are mostly opting for suites, villas and more personalized modes of accommodation which has given a good boost to the leisure luxury travel segment. In fact, the response we have received for ITC Grand Bharat has been overwhelming. The 100 suites and four presidential villas at the retreat are ideally suited for the discerning traveller looking for a much needed break. The retreat is also extremely popular among travellers looking to celebrate an occasion with an intimate group or for a destination wedding. The assured safety and hygiene measures in place as part of ITC Hotels WeAssure programme only add to the charm of the Retreat. 

There are reports that resort hotels are doing better than business hotels. Please share your views? Do also share some performance statistics for the first quarter of 2021.

Fundamentally, it has been a completely different year from any other bringing a plethora of contrasts to the industry when comparing hospitality to pre-covid times. The pandemic has forced travellers to look for holiday destinations nearer home and driving has become the new flying. 

In this regard, ITC Grand Bharat has been a popular destination for an unhurried luxury getaway or weddings given the stringent hygiene and sanitisation norms that we follow coupled with the fact that the Retreat is spread over 300 acres allowing guests to ensure safe distancing at all times. 

With the sudden increase in cases, we anticipate that business hotels may take more time to recover given that a significant number of offices are re-issuing guidelines to work from home. In the interim, demand for domestic leisure getaways, destination weddings, celebrating memorable occasions like birthdays and anniversaries and F&B are expected to drive the sector’s recovery. 

Experts have us believe that Dubai is a leading example of how to overcome the pandemic challenge in the hospitality sector. As a hotelier, what are your learnings from the way Dubai has scripted their revival? What are your initiatives to revive the business? 

Dubai has done startlingly well at keeping the virus in check and deserves recognition for pro-actively working to keep both tourists and residents as safe as possible. However, as part of the responsible luxury ethos of ITC Hotels, we have consistently worked towards ensuring that sanitisation and hygiene levels are well maintained for both guests and associates alike even before the pandemic. WeAssure by ITC Hotels is a unique programme designed in collaboration with medical professionals and disinfection experts to further enhance the existing hygiene and cleaning protocols. 

Contact light dining, safe staycations, digital check-in and checkout are few features of the ‘new normal’ at ITC Grand Bharat. We have left no stone unturned to reassure guests of a safe stay with the ongoing pandemic situation and this has strengthened the trust amongst the travellers further. However, I would like to highlight that while we are trying our best to ensure the safety and sanitisation norms are adhered to, we also need the guests to understand the importance of these norms and work with us to create a safe, secure and sanitised environment for all to enjoy. It is after all a shared responsibility. 

Additionally, we as hoteliers need to come together to share best practices and ensure that the guests understand the need to be vigilant, cooperative and follow the prescribed norms in this new normal that we are all adjusting to for their own safety and of those around them as well. 

Would you share with us some of your top few initiatives in providing safe dining to your guests, given that ITC is a huge F&B draw? 

The dynamics of food and beverage in hotels has changed completely. Well-being, sustainability, safety and hygiene will be the new luxury. Customer preferences will be based on healthy eating and sustainable food produce. The strong “Responsible Luxury” ethos that underscores ITC Hotels culinary brands and initiatives presents innovative cuisine experiences while adhering to high standards of food safety and hygiene. Consumers will trust only those brands now that have better standard operating procedures (SOPs) and mechanisms to manage hygiene and other regulations. Breakfast, which was earlier the lightest and quickest meal has now become the longest and heaviest, making us come up with innovative ways like breakfast slots to cater to the high demand without compromising on the luxury, safety and hygiene aspect. 

When it comes to the dining experiences, we have ensured that guests are spoilt for choice in the retreat with multiple dining locations. Guests can choose from The India Room that serves Dum Pukht inspired classics, Apas Promenade that serves Mewati barbeques or Aravali Pavilion, our multi-cuisine coffee shop where our expert chefs curate dining experience like none other. We have ensured that essential safe distancing and hygiene measures are ensured across all our restaurants. 

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 suite, and plated meals on trolleys which the guest can slide in and out of the suite themselves. 

Additionally, we would also like to share that all safety precautions and safe distancing measures are followed for our vendors as well. Use of gloves, face mask and headgear is mandatory. 

ITC has recently introduced the Biryani & Pulao Collection by ITC Hotels to the residents of Gurugram. How has the response been till now and what are your future plans? 

There is no doubt that biryani and pulao have permeated every region with their universal appeal and the Biryani and Pulao Collection by ITC Hotels is an ode to the legendary dishes, crafted by the master chefs of ITC Hotels for diners to enjoy from the comfort of their homes. 

This offering by ITC Hotels has been very well received country wide and we wanted to introduce these culinary marvels to the residents of Gurugram as well through our cloud kitchen.

Crafted with care and hygiene to ensure a safe dining experience, the Biryani and Pulao Collection by ITC Hotels is available on prominent food aggregator’s platforms, such as Zomato, Swiggy and EazyDiner delivering to select locations in Gurugram. Orders can also be placed via the ITC F&B app or by placing an order by calling directly on our designated phone numbers. 

While we have recently launched this offering in Gurugram, we have received a positive response and look forward to introducing signature delicacies that are representative of ITC Hotels’ tradition of culinary excellence. 

With ITC classic golf course being in your catchment, what percentage of your guests come for a golfing stay and is that a hook to pull in repeat guest stays? 

Golf is a sport that you can play your entire life. And chances are, you will get better at it along the way. Every golf swing is a snowflake; it is unique to the golfer. This sport is unlike any other because it creates a special camaraderie among golfers and only a golfer can really appreciate that story about the 300+ yard drive, the hole in one, or the unbelievable shot made from under the trees that allowed you to make par. 

ITC Grand Bharat is nestled in a sprawling 300-acre verdant estate, showcasing South Asia’s first 27-hole signature golf course designed by the legendary Jack Nicklaus. Not only do we have golf enthusiasts stay with us, we also host many championships and tournaments as well.