‘Embrace guests’ new expectations, deliver as per new normal demands’

With over 14 years of experience with prominent brands, what changes do you think this pandemic will bring to the hospitality sector in terms of running a hotel?

Covid-19 Pandemic has introduced a new dimension to the hospitality sector - contactless service. Hotels have always focused on the Safety and Hygiene aspect when it comes to the customers, however, the pandemic has added a whole new service approach angle which comes with a fair share of requirements in social distancing and increased cleaning standards. Interactions are being redesigned to be as touchless as possible, with an emphasis on mobile check-ins, mobile keys, texting for services, and cashless/touchless payment systems throughout all areas (check-in, F&B outlets, retail, etc.) 

The hospitality industry has been barely surviving due to the pandemic’s impact. Now, with restrictions coming to an end, how is Marriott Jaisalmer Resort & Spa planning to reopen in the new world order? What new offerings and services is the hotel planning for its guests?

Jaisalmer as a city has always been in the Green zone with minimum COVID cases indicating it has and continues to be a safe destination for short weekend getaways. The smooth, well-maintained road connectivity to the city, makes driving down a pleasure. The hotel has always been a favorite amongst domestic customers from nearby cities_ Jodhpur, Ahmedabad, Mumbai, Delhi, Jaipur and Udaipur. As we are planning to reopen our property on 1st September 2020 we have introduced our specially curated welcome back offer_ ‘Unlock Happiness’- an inclusive getaway for our guests offering some exciting inclusions such as anytime check in and check out after 24 hours, all-day meals, happy hours while cooking with our in-house Master Chefs, laundry on the house and much more. Our well-trained team is gearing up with a repertoire of experiences to ensure each guest leaves with memories for a lifetime. Experience the destination with bicycle trails, historical walks, sunrise/ sunset picnics & treasure hunts all adding to the fun quotient of your stay. 

Kindly tell us about the new safety, cleanliness and hygiene protocols implemented at the hotel? How are you preparing to provide the new experiences keeping the social distancing in mind?

As we get ready to welcome our guests in September, we are ensuring all efforts on the operational front align with the COVID-19 safety guidelines. The Jaisalmer Marriott Resort and Spa has put into practice all elements of our brand cleanliness program_ ‘Commitment to Clean’ that is dedicated towards health, hygiene, safety and cleaning protocols. 

It has become mandatory for guests entering the hotel to undergo a temperature check, front desks are equipped with protective shields, safe and social distancing is facilitated with floor signs and all associates will be kitted out with masks and gloves at all times. All guest service vehicles will undergo stringent, deep cleaning protocols on a daily basis. Deep room cleaning and servicing will be carried out only in the absence of in-room guests by trained housekeeping staff. Menus and other collaterals have been replaced with digital access through a QR codes. As per the government guidelines, guests are encouraged to use the Aarogya Setu app on their phones and present it at the time of check-in. The well-being of our guests, associates and partners has always been of paramount importance to us. All these methods will help us guarantee a safe stay, while allowing our guests and patrons to enjoy and relax in the comfort of travel again. 

F&B, MICE and weddings are huge revenue drivers. What is the impact of the pandemic on you F&B, MICE and weddings business?

I think MICE and Weddings will play a major role in the revival of the business within the Indian domestic market. One way to drive revenues would be to focus on securing future bookings by engaging with guests who have cancelled or postponed heir events due to the COVID crisis. 

Jaisalmer has evolved as a Wedding destination in the last 3 years and in continuation to that spirit, we have seen a great deal of queries with the lockdown restrictions easing.  Wedding queries for Q4 of 2020 and Q1 of 2021 are already coming in. We have recently launched our Silver and Gold program with Shaadi by Marriott which focusses on Intimate Weddings. 

Jaisalmer Marriott Resort and Spa boasts a total banqueting space of 45,000 sq.ft with Indoor and Outdoor options. Keeping in line with the Social distancing norms, we have come up with new banquet hall capacities, supported by efficient operations & interesting theme-based set ups. While Restaurants and Bars will take time to bounce back, we are looking at venturing into new revenue spots such as Marriott on Wheels (Food delivery service) and Outdoor catering in the near future. We have experiential packages such as- Sunset dinner at the dunes, Champagne brunch at Wyra ( our roof top restaurant- overlooking Jaisalmer Fort) and Food Trails with our Executive Chef which not only drive the revenue but also allow guests to enjoy the beautiful destination that Jaisalmer is.

Which new technology and innovation has the hotel adopted to maintain social distancing?

Keeping up to speed with the challenges thrown in by COVID we have adopted contactless check-in & check-out via Marriott Bonvoy App, digital concierge services, QR coded menus, online payments and virtual walkthrough of the property, etc.

As the head of your hotel, how do you keep the employee morale up during these tough times?

Associates play a key role in ensuring the New Normal is embraced and services delivered as per new customer expectations. The associate’s safety and welfare is of paramount importance to us. Training, appreciation and transparency in communication are the key drivers that keep all our associates engaged and motivated during these tough times. Weekly training calendars also include fun activities and socially responsible activities. 

What has been your hotel's contribution towards the fight against this pandemic?

Jaisalmer Marriott Resort & Spa has been very actively involved from the first lockdown in March. In collaboration with the local authorities, we provided daily 200 meals in the month of April and May to the hospitals and institutions taking care of asymptomatic Covid patients. We have supplied dry rations to the villages nearby in the month of March. We have partnered with NGO Savera, which takes care of the mentally challenged and under privileged, providing them with dry rations for the months of June and July.

What are the key lessons for the future to be learned from fighting this pandemic?

As responsible hoteliers, we need to ensure we stay connected and aligned with government norms and guidelines while fighting this pandemic. Our guests have new expectations from hotels, we need to embrace these changes and deliver as per the New Normal demands, that ask we be digitally strong, provide clean, sanitized spaces and create new experiences, while maintaining the warmth and comfort that rests at the core of hospitality.