'Khushiyaan by Hilton Garden Inn Lucknow’ an initiative for customized caterings

Getting back into business

Business has steadily but surely been increasing post the lockdown, elaborating on the same, Chakravorty said, “Yes, certainly we are open for our guests but with added safety & hygiene measures. Hilton has rolled out a global industry-leading program called the Hilton CleanStay, which builds upon Hilton’s already high standards of housekeeping and hygiene to ensure Hilton guests enjoy an even cleaner and safer stay. “Hilton CleanStay impacts every touch point of the hotel experience and reinforces their commitment to the wellbeing of the guests and team members and affirms their commitment to health and safety, giving guests the confidence to stay with them. Compared to last year, business has certainly gone down, Chakravorty added, “Our occupancies are currently on around 30- 35 per cent vis-à-vis 2019 and slowly getting better.  

Bringing in the warmth in hospitality

Hotels are running with lesser staff and lesser guests, yet it is important to maintain the ambience as well as buzz, keeping in mind social distancing and hygiene protocols. Along with the same, hotels are trying to keep the ‘warmth’ in hospitality. Hospitality is nothing without the warmth in it, and to achieve that they are focusing on the personalization of every guest experience. “I personally believe, we are not a hospital but in the hospitality business, hence safety is definitely a priority but so is the guest's comfort and experience with us. In order to attain that, we connect with our guests from his pre-arrival phase, by the time he reaches our hotel we are already aware of his purpose of visit, his food and beverage preferences, rooms and other likes and dislikes – hence that helps us to plan and curate an experience in a much more customized manner. As a Hilton team member, we have always believed in the warmth of hospitality which our team members provide with their bright hearted attitude towards our service.” articulated Chakravorty

Khushiyaan by Hilton Garden Inn Lucknow

While the rooms business in terms of occupancies remains slow, its essential to look at ancillary revenue streams in the current scenario.  Chakravorty said that they have found a way out by  concentrating on home delivery around two kms by their team members and they have also introduced “Khushiyaan by Hilton Garden Inn Lucknow”, an initiative to do customized caterings at home and offices for a limited number of guests. In fact, they have plans for the upcoming Diwali season. He opinionated, “I have always been an optimist. I strongly believe the worst is over and considering the upcoming wedding & festive season, we are very hopeful about clearer skies, and we also intend to introduce “ Khushiyaan by Hilton Garden Inn Lucknow” seasonal hampers for our patrons.”

Challenges, revival and growth
 
 Finally on the biggest challenge for revival of the hospitality industry, Chakravorty concluded, “In my opinion, the biggest challenge for our industry to bounce back are in three ways. Firstly, lifting the guard or being casual about safety protocols by responsible citizens is causing more delay in recovery or flattening the curve. Secondly managing the price wars, which would impact business on a longer run. Thirdly collaborating with government stakeholders to promote local and domestic tourism. Creating the paradigm shift of selling India much more than just a land of monuments & history would need joint efforts between local communities, hospitality stakeholders and government bodies.”