Hotels keep clients apprised

Hotels and hospitality brands across the country are constantly engaging with clients, and guests, as they prepare to open for business. From answering queries regarding opening of hotels to their preparedness in combating COVID-19, hotels are making sure that clients and guests feel safe and are confident, before they begin business.

Rohit Chopra
Regional Director – Sales & Distribution, Accor – India & South Asia

We are speaking to our clients across all segments via tele calls and mails, assuring them on security and safety. At present, the utmost priority is to gain confidence of travellers with implication of stringent health and safety measures across all departments at our hotels. We have refreshed our service standards across the globe. Some of the most frequent queries are related to contactless check-in and check-out.

Davinder Juj, General Manager, Eros Hotel New Delhi Nehru Place

We connect with clients on calls, send them personalised messages asking about their health and well-being, share emailers about our readiness towards guest safety and hygiene, and engage them with us through fun activities from home. It is our responsibility to be transparent with our guests and clients, and it’s their right to know the minutest detail when it comes to their safety.

Vikas Suri, Senior Associate VP, Lords Hotels and Resorts

We have been connecting with our guests virtually, to ensure they stay motivated and strong. We have extensively used our direct connect with our guests and also utilised social media to inform them about new safety measures, which are being undertaken at our hotels. From organising online culinary demos to sharing recipes and engaging them in fun activities, our team has been in touch with guests.

Akash Kalia, Commercial Director, DoubleTree Suites by Hilton Hotel Bangalore

There are two things we are focusing on to provide to anyone who is preparing to get back to business – awareness and confidence. We are using this time to develop emotional connections through regular interactions over phone, email and video calls with our clients. We aim to build a community of closely-knit business partnerships through regular communications on various hotel initiatives.

Sandeep Singh, Managing Director, Goldstone Hotels and Resorts

Though everything had come to a standstill during the lockdown, we as a team were dedicated towards touching base with our clients through mails, texts and calls. We were concerned about their well-being and health. Clients were equally concerned and are confident of our readiness at our properties with regard to COVID-19. Our team is reverting appropriately, while ensuring to build confidence in them.

Vikram Lalvani, Chief Officer – Revenue Management & Sales, Sterling Holiday Resorts

We worked on an extensive outreach programme and connected with close to 100,000 members. Furthermore, a unique offering complimentary to our guests is the ‘holiday insurance’ product that covers the guest from home-to-resort-to-home and encapsulates features like trip cancellation, emergency treatments, etc. loss with a value up to Rs3 lakh per person.

Inputs by Nisha Verma