The recovery trajectory for hotels right now is mostly dependent on staycation offerings that target the domestic traveller: Vikas Kapai

Tell us briefly about the market response to the reopening of hotels in Mumbai?

As the world is opening and learning to live with the ‘new normal’, people are beginning to venture out with due caution and care. The last few months have had a huge impact on the travel, tourism and hospitality industry, and while the state of affairs even today remains uncertain, we are staying positive and hoping for a renewed buoyancy post lockdown in the COVID-19 era.

If there is one thing that Hoteliers are known for and have shown repeatedly, it is their resilient spirit! The hospitality industry seems to be slowly re-emerging from the apocalypse and guests are steadily trickling back for business and pleasure. In the times that we currently live in, the fear of travel and crowded spaces are sure to affect people and their behavior. At Accor and Sofitel Mumbai BKC, we strictly follow the enhanced ALLSAFE Cleanliness and Prevention sanitary practices, together with government defined protocols, to guarantee the safety and hygiene of all our guests. Educating our guests with this process and servicing their primary need for health, safety and hygiene through social distancing and other key measures, has given them more confidence, resulting in a steady flow of repeat guests at the hotel.

Business travel and MICE have been among the key growth segments in Mumbai’s hospitality industry. With the current scenario, what market segments are going to drive the performance of hotels in this region?

The ever-expanding global tourism industry was one of the major factors driving the growth of the hospitality industry before the coronavirus outbreak. The decrease in international business and leisure arrivals was the key factor that affected the market after the pandemic. As lockdown measures start to relax in domestic markets, hotels have transitioned into recovery mode through attractive packages and highlighting hotel safety measures to local feeder markets, which have been the vital first steps to help boost the initial occupancy levels.

With restaurants finally open, F&B traction has been positive as people are keen to dine out, given the assurance of a safe and clean environment. Hotels have traditionally been perceived to have better levels of hygiene and if given the choice, in all probability people would be more inclined to dine out at a hotel restaurant than a standalone, due to which we may see a rise in demand. I am quite optimistic that the restaurant and bar business will improve for hotels and to take advantage of the new opportunities, we plan to be more inventive in concept and pricing. 

We’re also witnessing a rise in demand for socials and weddings, with people willing to adhere to the new norms and restricted numbers.

F&B has been another significant contributor for a hotel. What creative initiatives have been taken by you to maximise your F&B business?

As hotels continue to take preventive measures, navigating through this pandemic has been a learning curve for all, teaching us to adapt to the new normal. Every crisis serves as an opportunity to set up new standards and benchmarks of service delivery. Sofitel Mumbai BKC was one of the early hotels that understood the market sentiments and introduced takeaway menus to our neighbouring residents. Due to its hygienic packaging and quality of food, this service successfully extended itself all across Mumbai, to different locations of the city. The hotel also introduced DIY kits for food, as well as for beverages, understanding the needs of a common consumer locked down in this situation at home.

With the opening up of restaurants, we have redesigned Artisan as a new bar and lounge space with al fresco dining. Guests are welcoming dining “out” in the open air and understanding this need we recreated the concept of outdoor dining into chic experiences with intimate spaces, eclectic music, innovative F&B and re-engineered menus. The hotel also offers ‘Chef-On-Call’ outdoor catering services, within the comforts of your home, for any celebratory event in small permitted numbers with family and friends.

What was the percentage of revenue that you used to generate from Weddings market in the pre-covid times? What are the latest developments in this market?

The pre-COVID era at Sofitel Mumbai BKC saw 10–12 per cent of the revenues being generated from the Weddings segment alone. During the initial few months, the city saw a substantial dip in this market segment, with government setting lockdown norms and bans on social gatherings. As lockdown restrictions began to ease, the hotel witnessed an increase in enquiries for weddings and post COVID-19, Sofitel Mumbai BKC emerged as one of the hotels in the city that did the highest number of weddings during the lockdown period, whilst adhering to all social distancing norms and guest number restrictions.

We have seen a growth in demand in the segment of intimate small ceremonies with more and more weddings and social gatherings being held at the hotel. All functions and events at Sofitel Mumbai BKC are carried out with complete adherence to the rules and regulations laid out by the local government authorities – right from capping the number of guests to maintaining social distancing, every minute detail is looked into and ALLSAFE protocols followed without exception.

As new hygiene norms and standards have come into play, what training model has been adopted for your staff for their daily working?

The wellbeing of our staff, guests and partners remains our top priority, and elevated standards of hygiene and cleanliness are already a given at Accor. At Sofitel Mumbai BKC, safety and hygiene has and will continue to be our main focus. Social distancing measures throughout the hotel and specifically in public areas have already been implemented, with demarcations in the lobby, restricting the number of guests in an elevator, meetings with only a limited number of people, etc. Everyone – guests and hotel staff alike, is provided with sanitizers, masks and gloves, and thermal contactless temperature checks provide additional protection for all our guests and staff. Frequent disinfection of all high contact surfaces like elevator buttons and public restrooms, an enhanced in-room cleaning programme, regular deep cleaning of upholstery, carpets, and washing and treatment of all bed linen at high temperatures, is reinforced. Training and education of staff is the most critical aspect, to ensure all employees have the skill-sets and understanding to protect themselves and our guests.

Housekeeping has a leading role to play in the new normal. What is your take?

The hotel business today, has changed. Hospitality and taking care of others is the very essence of what we do and who we are. But the world is heading towards a ‘new normal’ and the industry will see a shift in consumer behaviour. Personalised experiences will now take on a new definition, with safety, sanitisation and hygiene being the topmost priority for the hotel and guests. With the Accor ALLSAFE program, our guests are assured of all the protocols followed at the hotel in the post COVID-19 era. When we had to put in place stricter sanitary guidelines, it took our Housekeeping team just a few weeks to streamline the standards and implement some of the best practices as most of it was already in place. We have now enforced elevated precautionary operational procedures and will go even further with additional hygiene and safety measures and the most stringent cleaning standards.

Hotels that can offer a higher standard of hygiene and sanitization in all the operational areas and maintain better social distancing in public spaces, stand to benefit in the long run and will have an edge over others.

With the increased focus on domestic tourism, what is your take on the revival of the industry?

Travel industry impacted by any crisis in the past, has seen that recovery was primarily driven by the resurgence in domestic travel. Domestic FITs are slowly but surely bouncing back and hotels are already showing positive signs of a rebound, where occupancy levels are improving and expected to grow. A recent study conducted by STR said that the large domestic travel base of countries like India and China will make the recovery faster for these countries post-pandemic. The recovery trajectory for hotels right now is mostly dependent on staycation offerings that target the domestic traveller. Domestic tourism is expected to be the ‘Knight in Shining Armour’ for the Indian hospitality sector in the post-COVID era. Domestic travel restrictions have been eased under the Unlock 4.0 guidelines, which will lead to a gradual recovery in both domestic leisure and business travel across the country. People will be keen to travel for a change of space, preferring high-end hotels as they are expected to offer a safe and hygienic environment to stay and dine. I feel the hospitality industry in India is better positioned for faster revival compared to others, considering its strong domestic market. 

What would be your message for the guests who may be making their travel plans for the near future?

Guests are and have always been at the forefront for us. With the global ALLSAFE Cleanliness & Prevention Label implemented at Sofitel Mumbai BKC, we are doing everything possible to reassure and anticipate our guest’s needs with intensified hygiene and prevention measures, to ensure their safety and wellbeing. In my opinion, the ALLSAFE program will do wonders for the hotel and its guests, as we welcome them back with greater care and safety. 

I strongly believe that our people will continue to play an integral role in guest engagement, even post the COVID-19 era. While technology can drive efficiencies and reduce costs, and usage of innovative digital contactless systems will continue to grow, the roots of hospitality are embedded in human interactions and relationships, which are unlikely to go away in a hurry. Personalised service from the heart will continue to remain at the very core of our hospitality that drives loyalty and enhances guest experiences, and we are eagerly waiting to welcome them again soon to Sofitel Mumbai BKC.