Embracing The New Normal, The Pune Marriott Cluster Implements Project ‘We Care’

With the world and several industries adapting to the repercussions of the global pandemic, we have entered a new tomorrow. Guided by the We Care program, this multilayered commitment builds on our existing rigorous protocols, enhanced operational guidance and training support resources around guests and associate safety and peace of mind, associate training and support resources to contribute to various aspects of the hotel experience.

At the onset of the situation, each of our hotels in the Pune Marriott Cluster, namely The Ritz-Carlton, Pune, JW Marriott Pune, Marriott Suites Pune and Courtyard by Marriott, Pune Hinjewadi assembled a functional response team, hotel Cleanliness Champion and engaged a hygiene expert, which enabled us to promptly update detailed guidance to our guests and address specific needs and situations. We continue to engage with leading industry professionals as part of its commitment to act holistically in this new environment.

The We Care program is an important expression of our purpose to care for our guests and associates as well as our cleanliness commitment. It is our endeavour to make every Marriott guest and associate feel confident that each aspect of our commitment is designed with safety and wellbeing in mind

We have embraced this new change and aligned ourselves to ensure optimum hygiene measures, not only for the safety of the guests but also our associates. This has now been seen, as each of the four hotels have completely re-engineered operating procedures by following medicinal grade precision whilst offering intuitive service. We have, in great detail, reviewed every guest and associate touch points and put in place researched measures to comply with the highest safety standards at the hotel. Encompassing all touch-points of a guest’s journey, clinical levels of cleanliness and hygiene involve a mandatory temperature check upon arrival, luggage being disinfected, contact-less check-in and check-out through Marriott Bonvoy app, public area signage reiterating social distancing norm, frequency of cleaning is recorded and the rooms being disinfected at regular intervals. 

Reiterating the need to maintain social distancing, we have reduced the seating capacity at the restaurants and meeting areas along with maintaining an exacting 6 feet distance between each table. Adding to that, a Cleanliness Champion is appointed to monitor all touch point areas across the hotel – public areas and heart of the house. Strict cleanliness and hygiene training and protocols are in place for the teams working at the kitchen, restaurants, in-room dining areas, and banquet spaces enabling them to adhere to standard procedure. Our dedicated team of chefs, concierge and chauffeurs are maintaining extremely high standards of hygiene that require them to change their gloves and sanitize their hands every hour. Associates are given personal protective equipment as uniform across all departments and we've made it mandatory for them to take a shower after entering the premises and before commencing work. At the heart of the house, where our associates work, we are increasing the frequency of cleaning especially in high-touch areas like associate entrances, locker rooms and laundry and linen areas and educating our teams with the help of QR code and visual communication collateral. 

We are encouraging our guests to view travel digitally through the Marriott Bonvoy app whilst staying safe by installing Aarogya Setu app. This contactless mode of interaction now enables them to seamlessly experience a contact-free check-in via mobile-key technology, enjoy the best of our culinary offerings in their rooms by ordering via the app as well as placing a request for other services like laundry. There is also a digital menu with a QR code to explore the restaurant offerings with dish and pairing recommendations. Our expert team will connect virtually and take guest through a customized digital journey of the hotel, in line with the guest preferences.

We are on the constant lookout to create new experiences that add immense value to our guests. Exploring new customer engagement avenues and expanding our services, we adapted to a new model regarding our home delivery service with ‘Marriott on Wheels’. This initiative sees us deliver curated culinary offerings to customers at their doorstep rather than an in-person exchange. Alfresco Dining is another concept that will truly be enjoyed in the new normal. With restaurants and bars currently functioning on a reduced occupancy, our data reports demonstrate that food and beverage will continue to be a revenue stream for us. The ongoing situation has also presented us with the chance to reposition weddings and curate them as an intimate affair, making it a memorable day to cherish for our esteemed guests. We have ensured that the outdoor and indoor public areas, that host such events, are ready for MICE and weddings as we adhere to government regulations along with reinforcing the need to practice and abide by social distancing norms set in place.

 Domestic tourism will play a key role in the revival of the hospitality sector. Taking this very thought forward, we are offering guests with exclusive packages that recognize the needs of our customers looking for attractive offers allowing them to book for future travel, family staycations or volume purchases. Our array of packages are customized in a way that allow guests the flexibility to reserve their future travel until June 2021, credits on pre-purchases, savings on the best available rate, one major dining experience, 2000 Marriott Bonvoy points and many other offerings to choose from. These customized packages are curated to suit business as well as leisure travellers. The packages include ‘Contact-free Staycations’, ‘Pre-Purchase Offer’, ‘Save Now, Stay Later’ and can be viewed and seamlessly reserved on our website.

The steps we’re taking on cleanliness and new hospitality norms are as much about the health and safety of associates as they are about our guests. If we’ve learned anything during this pandemic, it is that we are all in this together. By taking care of associates and following these new protocols – we will be collectively taking care of our guests and the global community. Our goal is simple: Live our TakeCare culture to do the very best we can for our associates and our guests.

Knowledge is the new tool that keeps one aware and motivated in such testing times. We are advising every single team member of the utmost need to understand hygiene protocols and provide them with a platform where they can brush up on their technical and soft skills. This increased sense of self-awareness is exemplified in their body language as they apprise our guests of the stringent regulations in place. Weekly calls and Townhall meetings with the staff not only see our dedicated team share ideas but also features a host of engaging sessions and virtual competitions that help lighten the mood. In addition to the above, we have created a community on Facebook that sees each department engage in insightful knowledge sharing. Adding to that, our associates have been sharing their skill sets on online and social sharing platforms by posting a host of fitness videos, healthy recipes, spa tricks and much more.

Along with maintaining a positive sentiment at the workplace, these testing times also call for us to reach out to our corporate partners and clientele, who have been our biggest pillar of support. The General Managers of the Marriott Pune cluster who have personally reassured customers on our operationalized measures through digital platforms. Our partners and vendors have received similar notifications in regards to safety protocol, whether temperature check, material disinfection or mandatory personal protective equipment. By standing united with our partners and associates, we are confident that we shall sail through this tide as well as play a significant role in making a positive impact within our local community. 

Speaking of community, since the early days of this crisis, our hotels have led corporate social responsibility efforts in Pune. In these tough times, our workforce has put the cause above themselves and have been a pillar of strength for many stranded guests in the city by catering to them tirelessly. One of our purpose-driven initiatives saw us collaborate with the Panchshil Foundation where we distributed ‘Care Packages’ to those in need of aid and relief. Our team members further provided a helping hand to the cause by volunteering for up to 3200 hours of community service that saw them allocate relief packages and provide water to the police and healthcare workers. 

On 5th April, the Marriott Pune cluster displayed the 'Light of Hope' by illuminating rooms of the hotel, offering a ray of positivity and hope to the community amidst these challenging times.

In keeping with our ethos, we have operationalized health and safety measures across all guest and associate touchpoints.

* Associate Health, Safety and Knowledge: Our associates have been trained in processes of hygiene protocol and are receiving enhanced training on health and safety measures relevant to the current situation.

* A dedicated Cleanliness Champion is on standby 24/7 to support each of our hotels and coordinate with relevant local and regional authorities.

* Cleaning Products, Processes and Protocols: Our hotels are adhering to special sanitizing and disinfecting protocols with particular attention being paid to high-touch items, surfaces and fixtures, with increased frequency and intensity of cleaning public spaces and back of the house areas.

This year, Marriott will celebrate its 93rd anniversary. We have had tremendous success and weathered many storms and crises. We know with confidence that this will pass, and we will emerge as an even stronger team. As we embrace the new normal slowly but surely, we invite you to partake in our contact-free stay and dining journeys that promise better, brighter days of joy and family celebrations ahead.