A Helping Hand

Travel+Leisure India|May 2020

A Helping Hand
Major players in Indian hospitality and aviation are pulling out all stops to not just cope with the ravaging consequences of the pandemic but also help out the less privileged. #TnLSalutes these initiatives.
RIAAN JACOB GEORGE

A PART FROM THE TRAVEL industry, the hospitality and aviation sectors were the fi rst to take a hit due to the pandemic. However, in spite of the pall of gloom that looms over these businesses, a glimmer of hope shines through as they put in place measures to take on the emerging ‘new normal’. From revisiting the traditional notions of hospitality, flying, and dining, to keeping up with new hygiene standards, rethinking operations, strategising afresh with new marketing plans, introducing CSR initiatives and catering to stranded guests, the list is endless.

RETHINKING OPERATIONS

After this pandemic is dealt with, a new normal will dictate our hotel and airline experiences, at least in the immediate aftermath. A case in point is Hilton Hotels and Resorts (hilton.com), which is highlighting its new standard operating procedures. Hilton hotel teams are receiving constant briefi ngs about safety and health, regular cleaning of the hotels’ public areas has been stepped up, and hand sanitisers have been deployed across properties. Also, the teams are focussing strongly on social distancing for guests and staff alike—limiting the number of people at check-in, minimising physical contact, using disposable room service trays, implementing deep cleaning of rooms, etc. In addition, guests and staff have to undergo daily temperature checks.

Hilton has also partnered with Zomato (zomato.com) for home delivery of food from its properties’ most popular F&B outlets. Another prime example of reimagined SOPs is Conrad Bengaluru, which is certifi ed by ISO Food Safety Management System, an international accreditation used to certify hygiene standards. From laundry being processed at high temperatures to utensils being washed in food-grade chemicals and putting into place enhanced measures at the receiving area for ingredients and food products, the hotel is going all out to ensure that stringent standards are met. Delivery vehicles are allowed in a staggered fashion, and all incoming perishable items are taken to the washing area for processing, among other practices. The hotel has also ventured into home delivery of its signature dishes, to ensure business continuity and to deliver fond memories of moments spent at the hotel to its patrons.

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May 2020