‘The biggest challenge is to gain a hundred per cent confidence from the guests’
Ravi Rai is the Cluster General Manager for three properties, viz., Novotel Visakhapatnam Varun Beach, Novotel Vijayawada Varun and The Bheemili Resort-managed by Accor Hotels. He is known to be a resourceful professional with proven success in general management in the hospitality industry spanning over 20 years and is recognised for strong guest focus, sales expertise and ability to leverage core strengths to increase the bottom line. Ravi shares the latest developments at the properties.
Travellers unlike before are now religiously factoring the safety precautions and hygiene measures undertaken by a hotel so it has become essentially challenging to rebuild and regain the assurance of the guests.
“To abide by the norms of social distancing at all the three properties – Novotel Visakhapatnam Varun Beach, Novotel Vijayawada Varun and The Bheemili Resort-managed by AccorHotels, we are providing contactless experiences that include contactless payments, menu to name a few,” says Ravi.
Ravi adds, “To ensure that the guests are aware of our services and are up to speed with the brand offerings, we are communicating about our safety and hygiene protocols through online classes highlighting food and wellness. We have also started promoting wellness at-home packages, food deliveries, and take away options. The hotel has received tremendous response in these uncertain times through these efforts.”
Presently, the properties’ primary focus is for their guests and employees’ safety and getting back to normalcy. In addition to this, with people turning increasingly to the internet and digital media, their focus would be to continue communicating more in the digital space. They are also looking at associating with influencers to create engagement and showcase the hotels’ adaptation and adherence to some of the most stringent hygiene safety protocols being followed.
“Technology is the key that is helping us stay connected with our workforce and stakeholders minus the physical touch. Through the advancement of social media, we are conducting webinars, zoom calls and conference video calls to discuss further lines of communication,” mentions Ravi.
Technology has indeed played a vital role in this pandemic situation. To utilise technology in the business and implement changes as per the guest’s behaviour, it has become imperative to first engage and interact with the guests. The properties started conducting online classes around food and wellness. They have also started promoting wellness at-home packages, food deliveries, and take away. The hotels have received tremendous response in these uncertain times through these efforts.”
To ensure that both leisure and business travellers trust them, they are adhering to the social distancing norms where the guests’ capacity has been redesigned as per the new norms stated by the local government. Disinfection is conducted in all the meetings areas and the frequency of touchpoints cleaning has been increased. At the properties, they are also proactively pushing contactless payment for check-in and checkout.
To continue traditions even in the new normal, Novotel Visakhapatnam Varun Beach, recently celebrated Diwali festival with a Ladoo making ceremony with guests, which was initiated by their culinary team. The joy of mixing boondi’s spread over thirty guests present at the property ensuring that social distancing was maintained and all the required safety precautions were followed.