'When The World Closed Down, We Opened Our Hearts'

Rubin Cherian May 19, 2020

As the world slowed down this March, team at Novotel Hyderabad Airport opened their hearts for our guests staying at the hotel, clients at home and the entire team.

The hotel team was quick enough to change the modus-operandi to adapt to the new normal of social distancing yet making it very warm for the guests ensuring a safe stay at the hotel. We planned a small initiative at our herb garden where the guests were encouraged to indulge in farm activities. They planted their favourite leafy vegetables and when the crop was ready our chefs cooked it exactly the way our guests wanted. One of our guests also shared a very heart-warming video when he was served his favourite Gongura Pappu (green leafy vegetable popular in Telangana and Andhra Pradesh, known for its tangy taste). Additionally, no evening was dull as our guests and teams gathered at our sports arena to play volleyball and the team size was decided according to the distancing norms. We ensured that we make our guests feel at home and were not under any stress of being away from their loved ones. We also planned a surprise birthday party for a guest with his friends and family joining-in virtually. This was his most memorable birthday especially when he expected the least. The hotel has thus added a few more members to its 12-year-old family.

In these difficult times, the hotel team connected with our clients virtually to check on them and ensure they also stay motivated and strong. In place of very mundane messaging via PDF documents the hotel organized, first of its kind Culinary demo, our executive chef Varun, showcased some easy snack recipes for our clients. This will be followed by a beverage session by our Director of F&B and this series will culminate with a very interactive confidence building session by the hotel team reaching out personally to each client. This direct customer outreach has not only helped us gain confidence of the travel decision makers but also helped us garner a unique recall value as each of our guests appreciated this personal touch.

Regardless of their departments the hotel team got together and sanitised the entire hotel adhering to the prescribed norms making it ready to welcome guests and ensured that these practises are imbibed by the team. Our COVID warrior’s team staying at the hotel not only worked hard but also created memories with impromptu karaoke and jamming sessions. Our Director Of F&B Tulshi Naik who is stationed at the hotel also went out to organize a webinar teaching everyone basics of mobile photography. The team working from home also connected with their department virtually and worked towards sharpening the saw and acquiring newer skills. They did not miss on the fun as well and participated in online entertainment activities as scary face painting, online gaming etc.

Our engineering team excelled as they invented a unique touch free sanitiser dispensing machine. The product is at par with commercially manufactured dispensers; thus, we have placed it in the hotel public areas. This innovative dispensing machine not only ensures a contactless dispensing of sanitiser but also regulates the quantity of sanitiser dispensed to avoid any wastage. Also, this home-grown machine has zero carbon footprint during its usage and has reduced footprint as all its parts are upcycled from unused machinery. Taking inspiration from us, various other hotels are trying to emulate the same module and our team is happy to assist them.

The hotel also made an effort to honour all the mothers working as labours in the airport village area by honouring them with an elaborate meal on Mother’s Day eve.

On the marketing front, we at the hotel continued to reach out to our audience with a stronger PR approach that was well crafted to re-enforce our F&B message. The hotel has also tweaked its strategy for its social media platforms and is now posting more interactive and relatable content such as live cooking sessions by Chef Varun with the ingredients that are available in your refrigerator. Also, one can check our virtual Ramadan Walk which will help you relive the fond memories of Ramadan and the food culture in Hyderabad during the holy month. The hotel is also associating with aggregator platforms for more interactive F&B modules and reassuring our guests that their favourite destination for weekend escape, MICE and weddings is all set to welcome them back.