As the hospitality industry starts operations, in almost every city in the country, there is no doubt that the journey ahead is not going to be a smooth one. Laced with its own set of challenges, the hospitality industry will have to undertake a plethora of measures to remain relevant. Narendra Prabhu, GM, Signature Club Resort, pens down his views from the resorts’ perspective.
Narendra Prabhu
As the hospitality industry starts operations, there are a set of challenges that needs to be addressed. From the resort perspective, I’m listing down the challenges that requires attention as we go about doing business.
- Manpower planning
- Allocating / planning/budgeting various over heads, such as, OPEX, S&M cost, personnel expenditure, etc.
- Keeping the work force occupied with productive work
- Organising sufficient cash flow to oversee day to day operations
- Salary and manpower rationalising
- Delivering and maintain the same quality standards that brand is known for, with available man power
- Additional expenses related to COVID safety measures that has to be incurred without knowing / generating confirmed business / revenues
- Keeping the internal customers’ morale intact
- Business forecasting and framing strategies to achieve the budgeted revenues
- Implementing cost effective measures, because some operational aspects require a certain expenditure to be spent but it will not justify the revenues being generated
Once the aforementioned factors are thoroughly revisited, another most significant factor is the safety and hygiene measures that have been implemented by resort operators to ensure all round safety of the guests as well as the employees. The assurance of guest’s well-being will be integral for businesses to grow and sustain long term growth. Resorts all around the country are leaving no stone unturned in deploying all the necessary safety measures including SCR. In collaboration with Gemstol protection, the hygiene initiative has been developed with inputs and SOP’s issued by MHA & BBMP. Additionally, we take expert advice and guidance from the Infection Prevention and Control team at SPIC (South India Pest Control) that further enhances cleaning disinfection protocols.
Some of the safety and hygiene protocols we shall see are as under;
- Room Seal to indicate that guest rooms haven’t been accessed since they were cleaned and before closing fogging will be done using accelerated sodium chloride solution
- Extra disinfection of top 10 high touch points in guest rooms including light switches, remote controls, telephone, key tag holder and door knobs
- Increased cleaning frequency of public areas
- Guest-accessible disinfecting wipes at entrances and high foot fall areas
- Enhanced cleaning for Gym’s (Once government relaxes the regulations and allows us to open)
- Reduced paper amenities (like pads, in room menus and guest directories) in rooms, they will be replaced with digital in room dining menu and online directory’s
- Enhanced cleaning and other changes to buffets, in-room dining and meeting spaces
- Contactless check-in and check-out with UV treated key
- Enhanced team member safety and well-being with personal protective equipment and enhanced training and protocols
Soon after the internal factors are revised and necessary steps have been implemented to welcome back guests, business will pick up. Resorts all around are maintaining the highest standards of cleanliness and hygiene. Given the effects of COVID-19, additional measures are being developed in consultation with FSSAI, MHA, and respective state government departments such as BBMP (in case of Bangalore) will only help boost customer’s confidence.
Some of the additional measure are captured below that are practiced at resorts including SCR;
- Teams are receiving ongoing training, briefings and enhanced standard operating protocols
- Increased frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant
- Continue to adjust food and beverage service in accordance with current food safety recommendations issued by FSSAI
- Increased deployment of hands free leg operated sanitizers
A lot of things we did when we travelled will take a drastic turn resulting in operators such as us taking certain precautions;
- Social Distancing: Social Distancing continues to be recommended or required practice in public settings. During your stay, please be mindful of other guests and Team Members and maintain the suggested six feet distance at all times and in all areas.
- Masks and Other Protective Equipment: On arrival with your safety in mind, body temperature will be checked at the entrance and will be provided with disposable masks, gloves and hand sanitizer. As such, we recommend bringing one with you. The reception desk will adjust check-in and other processes to allow for limited contact with Team Members for continued safety as few initiatives have already been explained above.
- Resort Services and Amenities: For guests’ safety, some services or amenities such as pool, spas, fitness centres and daily housekeeping may be modified or suspended.
- Food and Beverage Services: The F&B outlets are reorganised as per the guidelines issued by MHA & BBMP (in case of Bangalore), where social distancing, contactless menu ordering and online payments have been initiated.
With all the above in place, from the business perspective, resorts can expect a good response from FIT and MICE segment in the first few months as most of the corporates have enforced work from home. To add to that, with leisure segment, the advantage is one will have throughout the year requirement from various activities such as a product launch, trade fairs, weddings or social gatherings. So for the next three month at least, from Signature Club Resort point of view, we will greatly rely on MICE and FIT business. Other major factors that will influence or benefit resorts is relaxing / allowing international flights to operate, which will greatly impact the occupancy percentage, RevPAR, and other top line aspects.
