‘The worst we, as an industry can do, remain stagnant and adopt the Ostrich Syndrome’
The future of the hospitality industry depends on how people will shape it as a brand. Understanding consumer behaviours, creating a safe environment for travellers, using technology and contact-less methods of providing guest experience while maintaining the authentic hospitality India is renowned for, are factors the hospitality industry will have to pay attention to in order to survive. Dietmar Kielnhofer – General Manager, JW Marriott Mumbai Sahar, tells us how the iconic luxury property is managing in the pandemic.
COVID-19 is without a doubt a major industry disruptor, a cataclysmic event without any precedent that forced us to examine the way we worked and conducted business. It galvanised us to re-examine existing cleaning processes and procedures. We have to embrace the winds of change that blew our way and adapt to the changing tourism landscape or perish, there are no viable alternatives.
Dietmar says, “As an industry, we are fighting an invisible enemy who has proven to be quite resilient and deadly. We need to send a message to all key stakeholders that hotels have gone far beyond the call of duty in developing new cleaning protocols and procedures to combat the spread of COVID-19. The hotel and tourism industry needs to work together and create an image of confidence, that we are ready to welcome back our customers. The general level of cleanliness in luxury hotels has always been exemplary, what we must do now is to communicate this to a wider audience. At JW Marriott Mumbai Sahar as an international hotel operator, we are uncompromising in our approach to cleaning and sanitation–we don’t have a choice, this is what our customers expect from us.”
JW Sahar is renowned for its food and beverage offerings and launched Marriott On Wheels in the month of May, to provide guests with a safe and hygienic dining experience in the comfort of their homes through a range of customisable Bento Boxes with an option to place bulk orders. Also, JW Café, their all-day dining restaurant has been the city’s favourite brunch destination and to continue providing an elated Sunday experience, the team has also curated the ‘Brunch in a Box’.
“Apart from providing guests with food and beverage options at home, we have also designed our recently launched Staycation Package where one could come and unwind within their own city or a drivable distance. The package includes inclusions and offerings to help guests to relax and enjoy without having to move out from the hotel. Our aim was to continue crafting experiences for our guests and keep them connected with us and build their trust in these unprecedented times making it easier for us to create confidence in our guests post the crisis. Our staycation offer is across all our Marriott Hotels and is the perfect getaway for the entire family with inclusions especially for kids,” shares Dietmar.
Marriott International also initiated a program called ‘Commitment to Clean’. This program was developed at the early stages of the COVID-19 outbreak with health and hygiene experts from Ecolab and Diversy, key partners who worked with us for many years already. The safety and security of their guests and associates is of vital importance as this is an area where they as an international brand, don’t compromise. Dietmar assures, “Having access to our company’s vast source of information and intelligence gives us an enormous competitive advantage. ‘Commitment to Clean’ is an all-encompassing program to ensure that we align our protocols, hotel procedures, processes and hotel operations to instill a heightened sense of safety and security, comfort and confidence in our brand.”
Furthermore, they have recently appointed a dedicated ‘Cleanliness Champion’ who works with all managers to ensure the highest safety and sanitation standards are maintained at all times – in the front of the house and the heart of the house. This rigorous and uncompromising follow up and documentation is what gives them a competitive edge. What they want to achieve for all their customers who stay with them in this period of uncertainty is ‘Peace of Mind’.
“The pre COVID-19 world we knew is gone, this is not the time to be nostalgic but adapt and change and move forward. The worst we, as an industry can do is remaining stagnant and adopt the ‘Ostrich Syndrome’ by putting our head in the sand and pretending everything will be fine. JW Marriott Mumbai Sahar has invested time, efforts and training in our associates to be fully compliant to the latest legislation, this is our responsibility as a good corporate citizen. This is the time to exercise leadership and lead from the front, embrace the coming change and run with it and show the world that we are ready for what’s coming next.” concludes Dietmar.
STRICT PROTOCOLS
As we stand committed to serve our guests and team members with a safe and hygienic environment, we have put all our standard procedures and protocols in line with the guidelines issued by the World Health Organization (WHO), Ministry of Health and Family Welfare (MHFW) and Food Safety and Standards Authority of India (FSSAI).
CONTROLLING COSTS
We have always believed in robust methods to run hotel operations efficiently and effectively. These methods help us even adapt to situations that happen rarely. However, in order to tackle the current situation, we are controlling every aspect of costs in the organisation.
Energy Cost: Switching to open access power to save energy cost ensuring no wastage of electricity anywhere in the hotel
Payroll Cost: Minimal manning to manage operations and reduction on extra welfare activities for time being to keep the cost under control
F&B Cost: Ensuring minimum wastage, right portioning and right pricing
Operating Cost: Look through each and every expense line and discontinue any non-essential expenses
ENCOURAGE IN-ROOM DINING
Our priority is to encourage in-room dining among room guests as a safety measure and for those who prefer to dine in the restaurant, we are ensuring that they enjoy their meals in a safe and hygienic environment. For in-house guests staying with families, we are offering a specially curated menu that will be served in the guest room.
NEW OFFERINGS
Considering the changed circumstances, we have introduced different packages catering to the needs of our guests. We have also introduced home delivery and take away services so that our patrons can enjoy their favourite food at the comfort of their homes.
TRANSPARENT COMMUNICATION
Over the past few months, we have been continuously engaging with our guests and keeping them informed about all the protocols which the hotel has adopted to keep them safe at the premises after re-opening. Going forward, our communication towards guest safety and hygiene will become stronger and visible.