Hotels to alter course of business

Pushpendra Bansal, COO, Lords Hotels & Resorts, says that though business is expected to pick up towards the end of 2020, it is in the interim that they need to begin devising plans to create future demand. These plans do predict that the role of hotels is bound to change considerably.

Q How are you dealing the crisis at the moment? 

Lords Hotels & Resorts has opened up its hotels for the healthcare fraternity, vulnerable populations and anyone fighting the spread of COVID-19. Our hotels are also helping underprivileged people by distributing hygienically cooked meal boxes. All the cooks, chefs and housekeeping staff at the hotels have been directed to maintain personal hygiene. Checking temperature of every guest, increasing frequency of cleaning rooms and public areas is continuously followed.

Q According to you, how long will the hotel sector take to stabilise?

The hotel industry will see a paradigm shift in the post-COVID-19 world. We will soon be referring to it in terms of BC and AC — ‘Before COVID’ and ‘After COVID’. The road to recovery will be a long process, as the guest will have to feel comfortable and safe to venture out. International travel will take longer to get back on track, while domestic business will be a key factor in the industry’s recovery. We expect to see growth in the last
quarter of 2020.

Q  What is your recovery plan? 

Due to limited travel options after the crisis, we will promote staycations for local travellers. We can sell our hotel space as workstations, for use as spa, or local art & culture and dinning, and even organise local field trips or day-long picnics during this period. We will be focusing on rationalising cost, cutting down expenditure as per changing customer needs, automation as well as adoption of technology to improve service levels.

Q Lessons learnt from COVID-19?

COVID-19 and its aftermath have forced us back to the drawing board to look for innovative solutions. The guest experience will change in terms of safety as well as the safety of our associates.