SPEAKING THE SAME LANGUAGE

With responsible travel here to stay, hoteliers need to succinctly communicate the added value of sustainability, rather than stressing on the added cost it often carries, to attract guests with similar values

- VINITA BHATIA

The constantly evolving hospitality industry has seen a positive transformation recently, as hoteliers pivoted from traditional ways of doing business to making sustainable and eco-friendly choices. Faced with the challenge of keeping up with changing trends, they were forced to adopt new technology systems that include contactless processes.

Take the case of virtual reality tours, for instance. Once a nice to have tool, it is now a must-have in every hotelier's gameplan, underlining how they had to accelerate their digitalization plans to enhance customer experiences at every step. They are constantly curating unique and spellbound experiences for their customers to stand out and position their properties uniquely.

For many, this shift was an uphill task. However, Rubin Cherian, General Manager of Novotel Hyderabad Airport hotel, embraced this rapid transformation with equanimity. According to him, there is a need for realignment in the new normal, and general managers have to take a realistic, proactive, and prudent view of the situation.

Talking about the steps undertaken at his property, he explained, "Some tactics reviewed and implemented include ensuring effective hotel operation, minimizing wastage, rationalizing expenses, and increasing profitability. All this was done by building and maintaining a highly motivated work atmosphere and seeking new revenue streams to avoid losses."

He added that Novotel Hyderabad Airport pushed the envelope to curate innovative guest experiences. "The industry has been humbled by new ideas for doing business, like using open spaces for novel F&B concepts and curating staycation packages to supplement revenue. Moreover, it is imperative to manage employees well. Keeping their motivation intact, in the wake of effects of the pandemic, is key," he opined.

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