In these unprecedented times, the hardest hit industries have been hospitality, aviation, and tourism which are all inter-dependent on each other. With no sure solution or cure in sight, the only option for these industries is to assess, adapt and overcome. Sushma Khichar, Hotel Manager, Aloft Bengaluru Cessna Business Park shares the safety measures being taken by the hotel in these tough times. The team at Aloft Bengaluru Cessna Business Park have been giving it their all during these last two months of lockdown, to come up with ways, practices and protocols to enable and aid the hotel in bringing about, and educating our clients about – The New Normal.

So what is The New Normal? It is what we consider to be the new way of life in the future. To help understand this, the hotel has implemented changes in every single department with regards to their guests as well as staff. A few key changes that they have brought about are:

Front of the House:

• Divisions made in the lobby as well as seating equipment (sofas / couches) to ensure social distancing.
• “Namaste”- will be adopted as a standardized greeting for all guests at every touchpoint to maintain social distancing.
• Associates will be mandatorily wearing masks and gloves at all times on the floor.
• Hand sanitization stations will be available for guests at various points, 70% alcohol liquid based sanitizer will be used for hand sanitization.
• Temperature checks will be done for all guests and a guest will be provided with a mask, if they are not wearing one.
• In order to maintain social distancing, front desk will have a protective shield.
• To minimize contact, all guests will be encouraged to use mobile check-in and check-out and also use mobile keys along with online payments.
• All guest stationary will be sanitized after every single use.
• Guest elevators will operate a maximum capacity of four guests per elevator with aesthetic markings on the floor to indicate standing positions.

Guest Rooms:

• Hotels will use cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.
• All guest rooms will be held for 24hrs post check out before releasing it to another guest
• Guestrooms will be equipped with disinfecting wipes and sanitizers while dry amenities will be available on-request.
• Rooms will be equipped with QR codes leading to the digital menus to limit contact.
• The order taker will check with the guest if they would like the server to enter the guest room with the trolley or would they prefer a contactless delivery.

Restaurants & Bars:

• All tables will be sanitized and maintain a minimum distance of 6 feet.
• If needed, restaurant will increase meal operating hours to accommodate guests.
• Digital menus will be made available wherever applicable.
• Hand sanitizers will be placed at vantage visible points in the outlets.
• All associates will be in PPE and ensure proper replacement of masks and gloves at regular stipulated intervals.
• All guests informed of advance reservations in cases of dine-in and waiting for tables is discouraged to avoid over-crowding.
• Large group bookings discouraged, with a maximum seating per table limited to 4 people.

Besides these, there have been a lot more changes brought about in guest transportation, events and catering and even back of the house. The industry will never be the same, and it is now up to each of us to adapt and still deliver, what guests have always known to receive when at the hotel – the best of product and service! They believe in what is rightly said, ‘Tough times don’t last; Tough people do’