While most people were preoccupied with challenges faced by large hotel chains in 2020, they forgot about the difficulties independent hoteliers were tackling. Primary amongst this was building trust in a post-COVID era.
The larger brands had it relatively easier, since they were known for their processes and also had large marketing budgets to support their reputational management. For smaller hotels, this expense was disproportionately larger.
However, rather than lament about these complications, Shruti Shibulal, CEO and Director of Tamara Leisure Experiences identified advantages that would stand the company in good stead. The first one was leveraging agility in decision-making across several operational facets, starting with hygiene initiatives at its five properties.
“Our major challenge was building trust with guests and employees, so we focused on that from the day we went into lockdown. We worked on the ‘Raksha’ initiative, which is a set of standards and processes to prevent COVID-19’s spread,” she stated.
Alongside training employees about these protocols, documentation about guidelines were created for internal purposes by enabling cross-departmental collaboration. Moreover, medical professionals were invited to speak to staffers about the virus and how it spreads.
Additionally, Tamara used social media to maintain constant connect with its guests and shared details about the ‘Raksha’ initiative in all their consumer communication. “Our three focus points included bolstering external communications with guests, internal communications with staff and revisiting cost structures to reduce and optimise expenditures,” Shibulal stated. This is where corporate nimbleness came in handy for the boutique hotel brand, as its flexibility helped it efficiently restructure operations.
A STEP AHEAD
هذه القصة مأخوذة من طبعة March 2021 من Hotelier India.
ابدأ النسخة التجريبية المجانية من Magzter GOLD لمدة 7 أيام للوصول إلى آلاف القصص المتميزة المنسقة وأكثر من 9,000 مجلة وصحيفة.
بالفعل مشترك ? تسجيل الدخول
هذه القصة مأخوذة من طبعة March 2021 من Hotelier India.
ابدأ النسخة التجريبية المجانية من Magzter GOLD لمدة 7 أيام للوصول إلى آلاف القصص المتميزة المنسقة وأكثر من 9,000 مجلة وصحيفة.
بالفعل مشترك? تسجيل الدخول
The Big Fat Indian Wedding
With a slew of initiatives, hotels are ensuring that the wedding day is special for the couple as well as for the hotel's bottom line.
An Organization Of Rainmakers!!!
Rainmakers are revered for their ability to generate income (rain) for an organization by cracking deals, attracting clients/guests and holding on to them; often, for a lifetime... Revenue generation (rainmaking) is the job of everyone on the team.
Hospitality: A Rewarding Career Awaits
Delving into the roles and responsibilities that professionals in the field of hospitality can undertake in carving a rewarding career.
"India is my first baby!"
Bader Ali Habib, Regional Head of Proximity Markets, Dubai Department of Economy and Tourism, gets candid.
The Essence of Landscape Architecture
Innovative landscaping can enhance the luxury hospitality experience by enriching guest interaction with the natural world.
Teaching the Art of Tea
The first global tea artist from India, teaching the art of making and drinking fine tea, Susmita Das Gupta talks about her mission to make Indian specialty tea reach a global audience.
Feeding Profits
Food and beverage is driving revenues in hospitality in novel ways as hotels innovate with new-age experiences.
Acing the Revenue Game
Hotels are looking at new avenues to generate revenues that go beyond rooms and food.
The Power of Predictive Maintenance
A strategic approach to enable Indian hotels to become leaders in sustainable hospitality.
Shaping a Sustainable FUTURE
To mark the occasion of World Environment Day this month, we find out how the hospitality industry is paving the way for a greener, healthier tomorrow...