HOTELS 2.0
The transformation of the hospitality industry in a post Covid-19 era has changed your regular hotel stay for good. And this may not be so bad after all, we reckon
Travel and hospitality as we know it, have transformed inde nitely. For frequent travellers, the pandemic has caused a 180-degree turn on how we perceive a regular hotel stay. Fear and paranoia are obvious feelings towards venturing out into a hotel room again. But it’s reassuring to know that the hospitality industry has gone the extra mile, with its digital, contactless and heightened sanitisation measures, to welcome you back to the cocoon and comfort of a hotel experience — that is designed to feel as safe as home.
A DIGITAL WORLD
As per a report and survey conducted by So ware Advice, a company that provides advisory services, 60 per cent respondents were more likely to choose a hotel that allows them to check-in and open doors with a smartphone than a hotel that doesn’t. Complying with the digitalisation of the world that has taken place post Covid-19, the hospitality industry has endeavoured to keep up. I-ZEST, an integrated digital platform for guests and employees to ensure a zero-touch experience launched by the Indian Hotels Company for Taj Hotels across India, is one such example.
For guests staying at a Taj hotel, zero-touch check-in and check-out; and digital invoices through online payments and integrated payment gateways, are a part of the “new normal”. My recent stay at e Oberoi, Mumbai (read the review on page 78) also demonstrated the touch-free measures undertaken by e Oberoi Group. e group has implemented a touch-free check-in and check-out procedure with no contact payment options to ensure guests’ safety. Apart from this, they have also introduced QR code accessible menus at their restaurants which have recently opened up.
In addition to the above, which is now perhaps a norm at every hotel you’d stay in, e Leela Group gives you access to digital news, e-magazines and e-papers on your phone and laptop, keeping you upto date with the outside world. At ITC Hotels’ properties, physical collaterals have been replaced with digital communications accessible through a QR code. Only mandatory communication is placed in rooms.
Marriott International has gone a step ahead to convert your phone into a hotel key; in over 3,200 Marriott hotels, including those in India, guests can use their smartphones to check-in, access their rooms, make special requests and order room service. e international hospitality giant has also partnered with Apple Pay, the payment platform by Apple. Customers can now use the mobile payments platform via their iPhones and Apple Watch while checking into a Marriott property.
The hospitality industry has endeavoured to keep up with the new digital world
CLEAN STAYS
Rigorous safety and sanitisation are prerequisites at every hotel now. Campaigns that promote stringent cleanliness protocols have been launched by almost every hospitality company. WeAssure programme by ITC Hotels, SURAKSHA programme (protection) by e Leela Group and Shangri-La Cares by e Shangri-La Group, are such examples. For most brands, global cleanliness and prevention standards have been developed and vetted by Bureau Veritas, a “world leader in testing, inspections and certi cation”.
A lot of travellers are embarking on road-trips
STAYCATION GETAWAYS
It’s safe to say that people who are cooped up in their houses are looking for ways to holiday without the hassle of air travel.
A lot of travellers are embarking on roadtrips, driving to a nearby destination or even checking into a hotel in their home city for a getaway. In fact, hotels have identi ed this trend and are cra ing unique staycation packages enticing guests to check-in.
JW Marriott Juhu has launched #StaycayWithMarriott which includes a number of bene ts such as a room upgrade, lunch and dinner at Lotus Café and welcome amenities. Andaz Delhi, another hotel that’s popular with Delhi’s denizens for staycations, has curated bespoke staycation packages. is features breakfast, late checkout, discounts on F&B and a complimentary room for two children.
A destination that’s become increasingly sought a er during the pandemic is Goa. A number of hotels in the beach state have also customised deals for travellers driving down from nearby cities. W Goa is o ering a sizable fuel credit daily to guests along with meals at their restaurant and complimentary upgrades.
Since a majority of professionals are still “working from home”, a new trend of “workations” — that combines work with
a vacation has taken o since a few months. Once you check-in, all you need is your laptop and a decent internet connection; and voila — say hello to zoom meetings with pretty backgrounds. Promoting this trend, e Oberoi, Mumbai is o ering access to its business centre as a part of its “Oberoi City Breaks” staycation deal; and is even o ering its hotel rooms as an o ce space to corporates who want a change in scenario for their “work from home” employees.
Hotels and restaurants in Bengaluru opened up much before the other metros of the country. Inviting guests with a scintillating staycation package, Conrad Bengaluru is o ering “Great Small Breaks”. A cocktail masterclass, a 15-minute re exology massage and a beer bucket are some of the inclusions.
French hospitality giant Accor Hotels has rolled out an interesting campaign hailing back guests. Under “for the love of travel, for the love of now” programme, Accor is encouraging people to relive their “missed celebrations” that they were unable to enjoy
during the lockdown. is includes o ers and savings across its hotels.
DINE IN THE NEW NORMAL
Brands have realised that not all guests are mentally prepared for a hotel stay during this time. As we warm up to the idea of travelling again, hospitality groups have innovated ways of bringing their hotel to a guest’s home via home deliveries from their in-house restaurants. ITC Hotels, known for its lip-smacking Indian avours at Peshawri, has tied up with Zomato and Swiggy for contactless food deliveries and pickups.
Making online food ordering a breeze from its properties’ restaurants, Taj Hotels launched an app called Qmin in Delhi.
e app, pegged as an opportunity for patrons to enjoy “Taj@home”, features the restaurants from Taj Mahal, New Delhi; Taj Palace, New Delhi; Vivanta New Delhi, Dwarka; and Ambassador – IHCL SeleQtions. e app has recently expanded its presence to Chennai as well.
Marriott International too has kept up with this trend by launching a service called “Marriott On Wheels” that brings restaurants of 63 hotels in India on one digital platform. Additionally, members of its loyalty programme Marriott Bonvoy, can earn points on ordering directly through the platform.
With features like Chef on Call and Bartender on Call, e LaLiT Hotels, Palaces and Resorts is tempting its patrons to savour delicacies and cocktails from its restaurants and bars in the comfort of their homes too. Interestingly, the hotel group has pioneered “Home Delivery and Grab and Go” options through food trucks that are parked at the hotel porches in New Delhi, Mumbai and Bengaluru.
It isn’t an overestimation to say that the world of hospitality has evolved phenomenally. Whether the carefree times of walking to a hotel without the fear of the virus will return or no, is a question whose answer can’t be fathomed by even the gurus of the industry. Until then, it’s comforting to know that hotels are going above and beyond to make sure that our stays are not just safe but also meaningful and memorable. Perhaps this is the ray of hope we all need to hold on to, during these unprecedented times.
It isn’t an overestimation to say that the world of hospitality has evolved phenomenally