Empowered to roll out a safe and memorable holiday for their guests
Heritance Aarah from the Aitken Spence Hotels is their first foray of the Heritance brand out of Sri Lanka. Reopened in September 2020, Maldives’ first LEED Gold-certified resort is nestled on an island in the Raa Atoll and houses 150 villas targeting the premium clientele. Upul Gedarakumbura, General Manager, Heritance Aarah, discusses with TTJ how the resort is leading the way in these tough times, the offerings and strategies implemented to entice guests to their property and give them peace of mind during their stay.
QHow has the resort managed to stay afloat in these unprecedented times during the lockdown until the reopening? What has been your biggest challenge in navigating COVID-19 to date?
Our elevated precautionary operational protocols coupled with great optimism and a strong team. As part of the Aitken Spence Hotels, Heritance Aarah is backed by a resource team that had developed a contingency plan, taking into account situations such as we experienced with COVID-19. This was instrumental in us looking ahead with positivity and strength whilst the pandemic unraveled around the world. Our team here at the resort was also unwavering in their assistance to keep things going, even during the lockdown. With over 60 percent of our staff cadre residing at the resort during the lockdown, we looked at varied conducts which could build team morale whilst preparing for the ‘new norm’. Keeping in mind the importance of the balance in work and play, we curated specific sessions for motivation, wellness, sporting events for our associates while also conducting multiple trainings across operational areas with an emphasis on health and safety, based on national and international requirements.
QSince reopening, what are your extra flexibility offerings to your guests considering the COVID-19 situation?
After analysing the trends and expectations of the global traveller, we have created a campaign that offers attractive rates with limited time offers such as complimentary seaplane transfers and special value additions such as spa inclusions, excursions and destination dining. Our cancellation policy was revised to include flexi cancellation given the travel restrictions and requirement of negative PCR testing. We also have long-stay offers, island buyout packages for complete privacy; and special packages for family travel. Additionally, we offer the service of PCR testing at our in-house clinic following governmental regulation, so that our guests have the convenience
of getting themselves tested prior to departure.
QWhat are the resort’s safety measures and initiatives to address heightened health and safety required in these circumstances?
The safety of our guests and the team members are of paramount importance to us. In order to ensure safety, we have introduced a comprehensive safety manual looking at the entire guest journey – from airport pickup to departure, covering all touchpoints. We have put in place an enhanced health and safety protocol policy that looks at all areas of a hotel operation – from guests to associates, to suppliers. These protocols were developed in line with international and national guidelines. In line with the same, our associates maintain heighten hygiene practices and wear appropriate gear. Temperature checks are done twice daily, for guests and associates and records are maintained in an app. All guest luggage is disinfected with HPA approved disinfectant. Social distancing is maintained in all guest areas. All villas are thoroughly cleaned, and high touch points are disinfected every hour by our team members.
QThe Maldives is a popular global destination and among the very few to open early! So what kind of footfall has your property witnessed since the reopening?
We are encouraged to see the interest of travellers from across the globe. With the Maldives opening its border for travel in July, we have seen 27,217 tourists touching down in the Maldives in the first three months since opening, to enjoy the perfect tropical holiday. Heritance Aarah recommenced operations in September and experienced great demand last months. We are grateful for the rising number of guests booking our resort and coming on board to enjoy the plethora of curated services we offer. We have also received high praise from guests who stayed with us in the last two months on our safety precautions and our approach to the ‘new norm’.
QWhat actions are you taking now to ensure that you are ready to get the leisure travellers back once out of the crisis?
As described before, our offering is unmatched. In the ‘new normal’ we see that travellers want more relaxation, healthy food options and experiences which Heritance Aarah offers aplenty. Our resort is designed to give blissful seclusion for all our guests along with a range of activities to enjoy an inspired holiday. If it is a complete respite that you require, our spaces are conducive to exactly that. If it is gastronomic elevation, we offer a culinary journey inspired by flavors from around the world, brought to you by culinary Olympic winners. For wellness seekers, our Medi Spa – the first of its kind in the Maldives – offers a portfolio of treatments. Our location gives access to a truly mesmerising underwater treasure trove. There are adventures and celebrations, and a unique appreciation of the local culture and traditions of the Maldives. Simply put, for our leisure seekers, we are what your dreams are made of!
QCan you tell us, what new evolving hospitality trends you have been witnessing and if at all there are any silver linings from the COVID crisis for the industry in the post COVID era?
The situation has enticed us to understand, rethink, and reinvent the wheel for the future of the hospitality industry. Digitalised guest experiences including self-check-in at the airports/ QR codes instead of menus at the hotels, learning and training taking place through online platforms – these have all become necessities due to the present crisis. Virtual communications, social media and networks are having a profound impact on customers. This has led to more transparency and overall to an improved quality of the services provided by the hospitality industry. Travellers are also shifting towards more healthy meal patterns. Veganvegetarian options are becoming popular and the experience seekers looking for yoga retreats/ meditation and not just the adrenaline rush. I believe these are all new trends that will shape the future of the industry as well as human lifestyles.