SEEKING OPPORTUNITY IN UNCERTAINTY

The pandemic pushed ITC Grand Central to re-imagine hospitality, and enhance consumer experiences without compromising on the brand’s responsible luxury ethos

- PRANITA BHOSALE

Till early last year, ITC Grand Central’s luxurious lobby would be humming with business travellers checking in or out, or meeting peers in the coffee shop.

Cut to 2020.

With the suspension of international travel, these working professionals pivoted from in-person meetings and events to virtual platforms. However, Amit Kumar, General Manager, ITC Grand Central took all this in his stride. He believes that for corporates, post-crisis return will take some time and business travel will revive at a slower pace than leisure travel.

“We are actively engaging with our corporate clients to tailor our services to suit their needs and requirements better and are hopeful that this sector will bounce back to its potential soon,” he stated, since as domestic travel has resumed. “While the entire industry is adapting to the new normal, we adapted to the changing situation and re-imagined our business models and offerings to cater to our guests more efficiently and effectively.”

Moreover, the widely adopted work-from-home culture has opened a new way of conducting business. This resulted in immediate as well as but potentially longer-lasting ones implications for business travel. However, in the face of adversity, Kumar found several opportunities to restructure the business.

STAY SAFE, STAY SUCCCESSFUL

The most decisive element that the hotel worked towards enhancing was the quintessential warmth synonymous with ITC Grand Central. Moreover, it streamlined its operations to enhance consumer experiences without compromising on the responsible luxury ethos associated with ITC Hotels.