‘Go digital is the new mantra'
Hospitality Talk|August - September 2020
Hoteliers share details on the safety measures in place for customers, how they are training employees to deal with the current crisis, strategic changes for business, redesigning of menus and plans for the future.
Neha Rawat

What are you doing for customers for a safe experience in this time of crisis?

We have introduced intensified hygiene and sanitation measures to ensure our employee and guest safety further by launching the ALLSAFE Label. This programme has ensured that we captured the essence of hospitality & retained our brand philosophy while indoctrinating the new hygiene and safety goals into individual, department and guest activities. These entail from temperature checks for guests & staff to health reporting mechanism for team members, cleaning chemicals & special purpose disinfectants to sanitisers, face masks, face shields, PPE kits for the employees to trainings session for the vendors on basic hygiene and sanitation.

How are you training your employees?

In order to receive the ALLSAFE Label all operational team members were mandatorily asked to attend the specific training modules and implement the same in their daily shifts. This allowed us to verify and translate the requisite action and also monitor the responses and assess the effectiveness and highlight any discrepancy and inconsistency from the SOPs suggested by the state and Central government.

Any innovative plans for the future?

We see the role of technology increasing in our new world of contactless menus & digital payments. We intend to keep our eyes open for new technology as we adapt to the ever-changing business environment.

What are you doing for customers for a safe experience in this time of crisis?

At Cygnett, cleanliness and comfort always went hand-in-hand. Now, with the “new normal” we are further implementing several sterility practices, keeping in mind the safety of our staff and our guests. We ensure consistent sanitisation of all our premises on a daily basis; all our employees use PPE kits; we provide contactless experiences to make the guests more comfortable; and we are very strict about practicing social distancing. Additionally, we have updated our Property Management System to provide contactless check-in & check-out using mobile apps; introduced QR code-based menus for a more comfortable in-house dining experience; and included health and immunity boosting foods in our menus.

How are you training your employees?

We have created a well thought-through learning and development procedure to ensure the safety, comfort, health and hygiene of our staff & guests. We have followed and implemented the hygiene standard set by the WHO to the “T” and are training our staff on similar lines. Also, our ‘Organisations Operations’ and L&D teams have set a comprehensive programme known as “Health & Safety Assured” in adherence with the guidelines set by the local and Central healthcare agencies.

Any strategic changes for business?

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