Committed to brand values even in challenging times
An industry leader with more than two decades in the business, Aditya Shamsher Malla, General Manager, DoubleTree by Hilton Pune, has been associated with the hotel for over three years and has been actively taking responsibilities for curating strategic initiatives that lead the hotel to continue its guest and people-focused approach towards retaining its leadership position. In a conversation with TTJ, Aditya shares more about the hotels safety and hygiene protocols and how the hotel is assuring its guests of their world class safety measures. Excerpts...
Aditya Shamsher Malla was very recently listed as one of the top 100 Great People Managers of 2020 by Forbes India. This is the largest study of its kind by the Great Manager Institute in partnership with Forbes India assessing over 6344 Managers culminated in the recognition of top 100 managers who show exemplary leadership of their teams.
Commenting on his inclusion in the list, Malla says, “I am honoured by this recognition and credit my Team to build on the vision of the Organisation and the brand, putting people at the core of what we do. Thrive at Hilton provides us direction in our people initiatives. I am proud of my Team who demonstrated an uncompromising commitment to the values even during such challenging times. I am grateful to my employers Panchshil Hotels for providing us with the platform and a supportive environment.”
The survey underwent a rigorous process to identify 100 extraordinary leaders of India, who excel in nuances of business as well as team leadership. This year, the study witnessed participation from 1,158 organizations spread across 24 industries and 6,344 managers that focused on assessing the effectiveness of people managers across levels, age bands and experience.
Coming to the pandemic which threw several challenges for the hospitality sector, but DoubleTree by Hilton Pune and its team rose to the occasion by being at the forefront of providing relief to the underprivileged and affected through the lockdown and thereafter, ensuring no livelihoods are lost. Supporting the community and the team through pioneering interventions including the recently concluded mental strength building session and antigen testing initiatives for staff and their families are some of the initiatives that make the Hotel stand tall.
Malla says, “The pandemic is the greatest challenge we have faced as a civilisation and hopefully there will not be another one to test human resilience and fortitude in this way. Through the crisis, we proactively took measures to deal with the unfolding situation. At DoubleTree by Hilton Pune, we kept the health and safety of our team members at the forefront closing down operations immediately as the lockdown was announced. I am pleased to inform you that all our Team Members are healthy and serving our guests with the warmth and care that they are trained and known for.”
The hotel’s biggest challenge undoubtedly was in dealing with uncertainty. The initial optimism of a temporary disruption gave way to confusion and anxiety. Dealing with human emotions in such a situation was something they were not really trained for. They used the best of their comprehension, knowledge and camaraderie to turn the sentiment towards hope. Hope for life beyond the pandemic and their purpose through this period.
With guest services interrupted, their team members focused their attention on alleviating the conditions of their community and COVID warriors. Under the leadership of their Department Heads, they planned and executed a multidimensional relief initiative. In addition to providing succour to the needy through NGOs and the local Rotary chapter, they reached out directly to distribute relief supplies. Their prompt action was one of the first of its kind in the community and was recognised by even their CEO in one of his initial dispatches.
Mentioning of their current focus, “Right now is to take back control of the events and do our bit in ‘creating’ the new normal. We are actively communicating with our stakeholders, much as we did through the crisis - only the message is evolving. The Hilton Cleanstay Program which was one of the industry’s first responses was implemented with complete alignment and training. Protecting the Heart of the House as much as the Front of the House was critical to effectively sanitise spaces and implement the program, so well designed for this purpose. Our effort at this stage is to recover the business by communicating with our guests and reminding them of the beautiful memories at a Hilton hotel. It’s important to move from ‘subtle assurance of
safety’ rather than ‘glaring caution’ to dispel fear and focus our energy on rebuilding our lives and business. Staying alert of course is of prime concern,” shares Malla.
Communication in such a crisis was very critical. “In our case, communicating with our Team Members dispersed all over the country and our guests across the world were a daunting challenge initially. With the help of technology and a proactive Human Resources Team, we were able to address all concerns and direct the emotions of our stakeholders towards hope. Intervention in the form of Emotional Health sessions by experts organised by our HR helped in focusing our team’s efforts towards the tasks ahead. Communicating the safety of the workplace to families of Team Members through virtual and physical visits helped in generating trust, which went a long way in honest communications to our customers who were already aware of our pioneering Hilton Cleanstay Program,” informed Malla
According to him, it will be important to keep the ears to the ground and adapt to the changing needs, which will presumably be driven by technology. Their communication in the present stage is focusing on the possibility of guests travelling to their favourite destination with the assurance of the hotel’s detailed safety and cleaning protocols.
Malla feels that it is indeed time for guests and travellers to take a break and treat themselves to the sights and sounds that they have missed for almost a year! However, the past few weeks have seen an easing of restrictions and guests are beginning to return, some for a muchneeded break, and others to ensure their business returns back after the imposed break!
“Either way, we have seen the confidence bestowed upon our brand and our Team and I am grateful to our guests for reposing their faith in us. Our Hilton Honours Members were some of the firsts to avail of the enticing deals and savour the hospitality of their favourite Hilton hotel as soon as it was permissible to travel. The feedback from ensure and business travellers has been encouraging and we are seeing a progressive increase in business, with F&B showing some fascinating trends. After all, the cookie is still warm and awaits our valued guests who have made it a recognisable ambassador of our hospitality,” concludes Malla.