The 'Safety' Assurance from ITC Kohenur

One was still trying to understand the impact and working out a way to live a new normal, when the entire country went into lockdown in order to control the deadly virus, COVID 19. Three months into it, the hospitality industry shut down completely. Barring a few in-house guests who could not leave, the hotels were not allowed to operate. A few restaurants opened their takeaway section, but that too stopped after a few days.

Finally, the lockdown norms were relaxed and hotels and hospitality related establishments are now allowed to operate in every capacity possible since the last few days; albeit amidst increasing fear of Corona. An industry is in crisis, and one of the most important things to do is build a system that creates safe and hygienic atmosphere for the guests, and build trust. It will take a long time to see restaurants filled to capacity and brimming with diners. Until then, it is one step at a time.

When one visited ITC Kohenur, the five-star luxury property in Hyderabad, to check out the 'We Assure' programme specifically designed to bring in safety with no compromise on comfort that is being implemented across all the ITC Hotel properties; it felt like the hotel was re-launching.

ITC Group has already been following the concept of Responsible Luxury, and 'We Assure' though designed to combat the Pandemic times, seemed like a logical next step.

To begin with, the associates/ staff of the hotel have been staying inside the hotel, not for once stepping out, throughout the lockdown. Staying away from family, confined to what is actually work place for them, is no mean task; and during this period, brainstorming sessions, and discussions were held and inputs gathered to devise the best practices in every step of the hotel operations, and General Manager Prashant Chadha said that now, every individual working with the hotel feels a sense of ownership, which lends itself to amazing execution of 'We Assure'. Trainings were held during this time to equip them with knowledge and process of ensuring safety and hygiene at their workplace and in their homes. One can see instructions and posters across the hotel, in the lobby, inside the lifts, restaurants, and back end too. The central floor is given additional attention….markings have been made to ensure physical distancing, canteen tables are partitioned, sanitisers, masks and gloves are generously placed, with strict instructions on how to use and monitoring to adhere to safety standards like cleaning hands regularly, checking temperature at regular intervals. Kitchen staff is especially trained to handle the stock coming in and every vehicle that comes in is sanitised, the luggage is fogged and wiped clean before bringing into the hotel.

The guests are brought in a sanitised car equipped with liquid sanitiser, gloves, mask, water bottles etc. At every step of the way, the system has been tweaked in order to ensure least contact. Check in procedures are done online, the rooms are sanitised and rested, a total of 48 hours before the next guest comes, room service is made contact less, room cleaning and laundry too is done with minimum or no contact. High touch points are regularly sanitised. The lobby, restaurants and even the lifts are marked, and tables, chairs and seating arrangement in common areas are set in such a way to factor in physical distancing.

Restaurant tables now feature sanitised crockery and cutlery packed in paper bags that the guests unwrap by themselves. Food comes in portions not meant for sharing. Unless it's a family, the hotel has decided to discourage sharing. The menu, billing etc., have all been digitised and with the help of a QR code one can transact with the hotel for every requirement.

In a first of its kind initiative the hotel has gained accreditation from NABH (National Accreditation Board for Hospitals and Health Care Providers) and has also partnered with DNVGL Business Assurance to ensure clinical levels of hygiene and safety.

The new normal is being accepted and welcomed confidently by the hotel and its associates. And it is now time to welcome guests with renewed assurance of safety.

Many hotels in Hyderabad have already announced about how they are dealing with the situation, and have devised a method to ensure safety for their guests and of their associates. It is not rocket science; but just having the right idea and intention to overcome challenges. And, looking at how things are progressing, the restaurants and hotels of Hyderabad can aim to set benchmarks in adapting to the new normal. And as we see it there is no scope for a mistake; only strict adherence to safety standards can bail the industry out of its crisis.