In-built mobile software for check-in & check-out; In-room digital directories, QR coded menus have made experiences touchless: Sanjay Gupta

Spurred by the ongoing pandemic, the role of ‘going touchless’ has delved into people’s lives as the COVID-19 is also spreading through touching contaminated surfaces. While this situation is harbouring the fears of millions of customers who are looking forward to enjoying dine-in or stays at the hotel, leaders are turning the tides by incorporating healthy practices at hotels to revive consumer trust and confidence. Backing this inevitable point, Sanjay Gupta, General Manager, Le Meridien, Gurugram said, “At our hotel premises, after every 25-30 minutes area is sanitised and cleaned to get away with something we fear." 

To get a closer look at how hospitality stalwarts are stepping up their game in terms of hygiene and safety, customer behaviour, workforce engagement, BW HOTELIER organised its 9th WeBBlast on ‘Going Touchless’.

Speaking at the webinar, Gupta talked about putting ‘medical focus’ in the heart of the house areas and associates. He shared that to avoid contact the associates are given the facility to stay back at the hotel. Undeniably, engagement and balanced communication will help in keeping the problems of the workforce at the bay. Speaking on this, Sanjay said, “For associates, we keep all the communication sessions open. Every 15 days we get associates at a common platform. We also arrange competitions and prizes to keep them engaged.”

Elaborating on how technology has played an inextricable role in keeping up with the standard hygiene norms of going touchless. Gupta shared, “Check-in and check-out experience have gone touchless with built-in software for registration and special requests. QR codes have been added for F&B Industry with the medium of payment available. In-room digital directories and QR codes in all rooms have been added. Digital baggage tags are also coming handy now. Another thing which has started is ‘smart breakfast’ which notifies guest to come at a particular time to facilitate minimal seating.”

Breaking down the technological barriers barring people, Gupta concluded by saying, “Even old people are getting digital-savvy. Digital is coming in the bloodstream, irrespective of the age.”