SAFETY FIRST

As they open for business, hoteliers are evaluating every cost to balance expenses, without compromising on guest safety or experience

- VINITA BHATIA

“The organised hospitality industry operates in a highly regulated fashion. So, dining out or staying in a hotel is absolutely safe during a pandemic. After all, hoteliers have always put guest safety and health as a priority.” This is the sentiment echoed by most hoteliers, many of whom saw their businesses get crippled during a series of lockdowns since March 2020.

As hotels suspended operations, occupancy levels declined rapidly, and revenue per available room (RevPAR) became almost negligible. This in turn led to mounting losses. Ratings agency, ICRA, claimed that this is the biggest crisis the sector has ever faced.

Unlock 6.0 came as a ray of hope for the industry as the government allowed hotels and restaurants to resume activities. With domestic travel restrictions gradually easing, people, too, started venturing out for short trips – be it for work, staycations or tourism.

This move prompted more hotels to reopen and they quickly made ‘safety’ their basic mantra to survive and succeed during the ongoing pandemic. Hoteliers innovated and implemented enhanced protocols to help guests, as well as their colleagues, to feel comfortable and safe and hopefully, keep them coming back for more.

Hyatt India, for instance, collaborated with medical experts and other industry advisors to fine-tune reopening and operating procedures across all its properties. These measures included colleague reorientations and enhanced cleaning and safety protocols, among others. Every Hyatt property currently has a ‘Hygiene and Wellbeing Leader’, who is responsible for the hotel adhering to new operational protocols on sanitation, cleanliness training, food safety, etc.