Future Initiative & Opportunities in Hospitality Industry with Kush Kapoor – CEO, Roseate Hotels & Resorts
Hotel Industry is an evergreen industry, news hotels coming to every corner, new brands, new faces, new types of services but what cannot be ignored is the Hospitality. Hospitality is something everyone now looks for within their price range, getting best out of everything, but with this pandemic all across the globe, during it and once it’s over will people be afraid to travel and trust the hospitality of a hotel again?.
Everything then will be taken into the account and Hotels are coming up with new ways to make the public feel safe and by using new methods they are willing to welcome the people to come and stay. We that in mind we had a conversation with Mr Kush Kapoor – CEO, Roseate Hotels & Resorts on Future Initiative & Opportunities in Hospitality Industry.
1. What are the further insights of hoteliers on COVID-19 recovery?
Ans.1. Due to COVID – 19, the whole industry is facing a unique and challenging situation, and the signs of recovery shall be seen once the lockdown is lifted. We think it shall take around eighteen months to recover the losses incurred in the hospitality sector. As of now, people shall be apprehensive to visit crowded places, hence we have brought around certain changes in the way we operate so that there is a trust factor with the guests. Some of the measures undertaken are
providing kitchen access to the guests and customers via camera. Also, we have initiated a touchless campaign which ensures minimum touchpoints for the food delivery.
2. How to protect the hotel business during the COVID-19 outbreak?
Ans.2. Hotel business is a guest oriented business and hence we are bound to get affected due to the
outbreak. Yet certain measures are being taken to ensure survival; some of them are:
- Manpower optimization
- Inventory utilization of stores.
- Zero Marketing expenses
Driving business through online food aggregators to deliver food from our restaurants.
Four of our restaurants Kheer, Chi Ni, DEL & Roasted by Roseate are now delivering
the food at home where even the guest gets more confidence in delivery from the hotel end.
3. What is your future strategy to overcome COVID-19?
Ans.3. We are already in touch with our customers and hence maintaining a continuous flow of
information & engagement with them about steps being taken by us regarding our preparedness
for post-lockdown scenario.
Roseate Hotels & Resorts is the first hotel chain to bring in an initiative like “Care By Roseate ” ,
that introduces touchless dining which is going to be paramount post the lockdown is lifted.
Under this initiative, while booking a table the guest can see the menu and order from it. The
guest shares her location with the hotel so that the hotel staff starts preparing the food when the
guest is enroute to the hotel restaurant. Guests also have an option to add more items while they
are enjoying their meal. At the end, the bill comes on the App on which it can be paid via many
online payment modes.
As far as the re opening of the hotels is concerned we are already in process of sanitizing the
properties with the help of the certified professional vendors to maintain the cleanliness as per
the WHO standards. We have been taking all possible measures like temperature checks even
before the lock down started.
4. What are the future preventive health measures taken by the hoteliers?
Ans.4. We are taking every precaution to keep our guests and employees safe. We are already in the process of sanitizing the properties with the help of the certified professional vendors to maintain the cleanliness as per the WHO standards.
We have trained our staff in terms of usage of correct types of chemical, including use of right PPE equipment and following measures to screen guests before entering the hotel premises.
As a proactive measure, under ‘Care by Roseate’ initiative, the following things shall be a norm for
all six properties:
The tables in the restaurant will be placed at a two-meter distance.
Kitchen and service staff will wear PPE (masks, gloves & other protective gear).
Moreover, regular temperature checks of staff will be a part of the new normal.
Personnel from areas designated as hot spots will be discouraged in the hotel premises.
All the front desk and hotel personnel would be dressed in protective gear.
Special counters would be there to ensure speedy, minimum contact check-ins.
Availability of sanitizers would be a commonplace.
Similarly, guests can check-in and check out for stay through an app developed by Bird
Apps
5. How has the cancellation/ change in bookings impacted the hotel industry?
Ans.5. Due to the present COVID-19 induced crisis, the travel and tourism sector is facing a situation which is both unique and challenging. In the wake of the present lock-down, we have voluntarily shut five out of our six hotel properties across India and UK. Roseate House New Delhi, the hotel which is only open, is recording a dismal occupancy of below 10 per cent. Post lock-down also, we are currently staring at abysmal levels of occupancy and other hotel operations including restaurants as people will think twice before travelling and dining out. Global pundits even predict the grim situation will cloud the hospitality industry for about a year from now. No wonder, we are up against something we didn’t imagine will accost our business.
6. What are the expectations of hoteliers from the government?
Ans.6. The UK is a great example to follow and we have been writing to different concerned government offices to help us stay afloat in the market. Few of the points requested are:
• Short term interest-free or low-interest loans for rebuilding the business and immediate
transmission to all industry segments viz., Hotels, Tour Operators (Inbound, Domestic), Travel
agents (online and offline) and any other ancillary entity that is supporting the industry on term loans and working capital loans. Besides, existing overdraft limits can be doubled for the industry and immediate cash relief to be given to avoid mass lay-offs of employees.
• A deferment for twelve months of all statutory dues whether GST, Advance Tax payments, PF,
ESIC, customs duties at the Central Government level or at any state government level the excise
fees, levies, taxes, power & water charges, deferred renewals periods for all permits, licenses,
bank guarantees & security deposits across the tourism, travel, hospitality & aviation industry.
• TCS exemption under GST: Travel agents are liable to collect TCS @ 1% under GST while
remitting payments to airlines and hotels. TCS compliance contributes significantly towards
working capital needs of the OTA sector and would also impact airline and hospitality sector if a
tax holiday under GST is considered for them. Therefore, we request TCS exemption in line with
GST holiday granted to airline and hospitality sector.
7. Does the hotel industry plan to offer’s something Lucrative to its customer’s after this pandemic is over?
Ans.7. Hospitality industry is already undergoing a tremendous pressure to survive, best possible measures shall be taken as and when situation normalizes. We are in the process of finalizing some great deals for our guests, in order to ensure they get value for their money and are more engaged with our brand.
8. What is the advice from the hospitality industry about the safety and security of all tourists, domestic as well as international?
Ans.8. Safety of all guests is the utmost priority, we shall be advising our guests to help us maintain hygiene by cooperating us with the sanitization processes which shall be carried frequently. Further, we feel that people will explore travel options domestically as for a very long time they will steer clear of international travel. While our Indian properties in Delhi and Rishikesh will witness traffic from within the country, the same will be true for our UK properties that will
hopefully see people travelling to London from within UK including Wales and Scotland. This will also be the time when travelers will explore their country’s tourism and hotels will significantly gain from domestic travel.
9. What are the major steps to be taken by the management for the publicity and advertisement of the property?
Ans.9. As of now we have refrained ourselves from any marketing activity and we feel reaching out to regular guests and ensuring the trust in the brand is the utmost priority. We have been in regular touch with the customers and have been servicing them through online delivery from our restaurants. We are underway to give them live kitchen access via camera to gain more trust in hygiene protocols being followed which is the need of the hour.
10. What is your advice to the travellers post COVID-19?
Ans.10. Post Covid-19, it will be key for travellers to take various measures necessary to ensure safety including choosing to stay at hotels wherein the optimum level of hygiene is maintained. We are preparing to take every possible precaution to keep our guests and employees safe under initiatives like ‘Care by Roseate’ through which we will strive to ensure safety and wellbeing for our guests.
11. What are your expectations from the MICE, destination wedding, events & exhibition post-COVID -19?
Ans.11. Analyzing the current situation, as social events are on hold completely as per the guidelines, yet we are certainly hoping to see the events starting in the latter half of the year, post the new guidelines from the government.
12. What is your advice to the travellers whether they should look for the deals or focus on money, consider getting travel insurance, focus on well know stable brands, etc?
Ans.12. Going forward, travel insurance is a must! Travellers should focus on hotels and resorts that they
can travel to without having to travel by air.
13. In this hour of crisis, what you think the industry should focus on?
Ans.13. At this point in time as an industry, we have been working towards ensuring our survival first & then revival and have been reaching out to the government for adequate help. Apart from this, the focus shall be on providing the best of the services to the customers while maintaining adequate hygiene and safety protocols.
14. Do you think the demand for hotel booking with prop up immediately after the lockdown is lifted?
Ans.14. Hospitality industry might see a surge once lockdown is lifted. Domestic travel will see the green shoots first. People will be wary of flying and train journeys. Hence commuting by personal vehicle will take over other transport. If we drive we will drive to the nearest and nearer destinations. Therefore, people from Punjab, Haryana and Delhi will look at places like
Rishikesh, Haridwar and Mussoorie. Similarly, Mumbai residents will visit places like Matheran and Alibaug. Hence weekend getaways will be something that will drive business.
15. How COVID has affected inbound tourism?
Ans.15. Since public transport is shut down and there is a natural repugnance towards avoiding crowded places, domestic tourism to has taken a severe hit. However, inbound tourism is expected to see a resurgence much before international travel.
We hope this Q&A session by Mr Kush Kapoor has helped you the readers, in any way possible. We would like to thank our 10K plus subscribers and active reader. if you have not subscribed yet do so to keep it in touch with upcoming content.
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