Changing customer preferences call for modified products and services

Tell us a little about the current trends that you are witnessing in the hospitality market.

Pandemic has taken us back, we have to realign and reimagine until normalcy is back. And within this also, we have to abide by Government guidelines and work on concepts accordingly.  If you see the current situation about rising cases again coming in from Mumbai, Kerala and other states, trends or future business is totally unpredictable. Still seeing trends till date, I think focus on domestic business is the key as India enjoys being a very strong domestic tourism market and a consumer base that enjoys travelling. Secondly, the pent-up feeling to travel and due to the suspension of international travel, outbound destinations and low confidence in trans-border travel, domestic business is going to be much better.

How are you prepared for a post COVID- 19 pandemic world?

We understand that the current situation may limit guest’s ability to travel, stay or dine with us. But we give them confidence when they book a stay with us or come and dine-in at the restaurant that we are doing everything for a seamless safe Hospitality. We are following the recommendations of all the relevant authorities to ensure the actions we take are comprehensive and suitable. Thermal screening at entry gates, display of 'safe' status in Aarogya Setu app for staff and guests, wearing of masks for everyone, frequent sanitization of kitchen, restaurants and common areas, social distancing signages, furniture re-arrangement to discourage mass gatherings and maintain social distancing, the 6-feet apart rule is maintained in lobbies and elevators too. Regularly disinfecting high touch surfaces, Check-in and check-out made contactless, flexible cancellation policy, rooms are sanitized thoroughly after Check-out and kept on hold for 24 hours before released to the new guest, proper disposal of waste generated by the guest, etc.

We are maintaining a healthy environment for our customers. All our teams are doing their utmost to provide guest with the highest levels of service and a safe environment by following all measures levied by the government. We remain committed to ensure that we live up to our values of Excellence and Responsibility even when faced with challenges and until things return to normal.

How do you see the shift in guests’ preferences and how prepared are you to meet the expectations of the guests in the new normal?

The pandemic has taught us that innovation carries a long way. The customer mix, their preferences are going to change, we have to adapt our processes, product and services accordingly. Guest wants value to their experience, and we need to reimagine ways of elevating their experience.

One of the most important thing is reassuring guests of the sanitisation and hygiene standards being followed. Well-being, safety and hygiene are catchwords. And when it comes to F&B, Hotel is adopting all the solutions as per the government guidelines along with the quintessential warmth of service to help diners have a memorable experience.

How has the F&B been faring in the current situation? What initiatives have been taken to adapt to the new trends?

I think over the last few months, downward F&B curve during and even post lockdown we saw has started to get better. As stated above, guests preferences are changing, thus we are adapting to what the situation requires. We are continuously working on dining concept as per the need apart from adapting to tech-based solutions for a pleasurable gourmet experience.

Your views on the return of banquets, weddings and MICE.

In India social functions are mostly an elaborate affair, amid pandemic this came to a halt. But now be it a grand affair or an intimate wedding (no. of people as per the local government guidelines) at the hotel are back, one can see the revival of sentiment of celebration, joy and togetherness. We are also working continuously to help and assist guests to make these celebrations more joyous without compromising on safety & hygiene issues. Though our Hotel doesn’t cater to MICE, but I feel, as more people are going back to offices, MICE travel is gaining traction. Still the risk of coronavirus remains real, thus the large events we’re used to won’t be possible. Smaller events with manageable audience size and optimized banquet space, hybrid events or outdoor events will be preferred more.