What will it take for a revival of the hospitality industry after Covid-19 - Hotel & Restaurant Association of Eastern India
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A bi-monthly magazine by HRAEI | Vol 6 | Issue 1 | May - June 2020
What will it take for a revival of the
hospitality industry after Covid-19
PRESIDENT’S NOTE
T The Indian hotels' sector sailed smoothly
into January 2020, after a record year in
2019, with 2020 set to be “even bigger”.
The country first started feeling the ripple
effects of the global COVID-19 turmoil
We need a stimulus package to
stabilize and support the sector
in the near term
to stabilize and support the sector in the
near term, including a workforce support
fund to ensure that there are no job losses.
The government must also provide a
moratorium of around 6 – 12 months on
towards the end of February 2020, which all loans (principal & interest), including
worsened at the beginning of March. working capital payments and overdrafts.
Occupancy across hotels in key cities Apart from this, we also look for fiscal
declined rapidly and as per an estimate support, such as a 12-month corporate tax
by HVS it has declined by a staggering holiday to travel, tourism and hospitality
45 percentage points compared to the sectors. And deferment of all statutory dues
previous year. such as advance tax, custom duties, excise
The Government has already taken a duties, PF, bank charges etc. at central and
step in the right direction by announcing state level for 12 months.
its plans to set up a COVID-19 Taskforce to To revive demand some direct support
undertake measures necessary to combat is also expected for waiver or reduction of
the economic effects of the pandemic on GST on products offered by the sector for
the country. We expect that the hospitality at least one year. Hope the government
sector gets adequate monetary support appoints a think tank to evaluate and
to recover from this unprecedented decide the measures necessary for the
situation. We need a stimulus package revival of the sector.
Pranav Singh
President, HRAEI
MYSTIC EAST | 3
EDITOR’S MESSAGE
Even though the hospitality sector was hit hard
by Covid-19 and the lockdown that followed it, MYSTIC EAST
we never refrained from our social responsibility. A BI-MONTHLY MAGAZINE BY HRAEI
Immediately after the announcement of Vol 6 | Issue 1 | May - June 2020
lockdown, several members of HRAEI came
forward to offer pay-and use rooms to people EDITORIAL BOARD
who have been asked to live in isolation for 14 SUDESH PODDAR
HONORARY SECRETARY, HRAEI
days. Over a thousand rooms of two-star, three-
PRANAV SINGH
star and four-star hotels were offered on pay-
PRESIDENT, HRAEI
and-use basis at a highly subsidised rates and all
GOPAL DAS AGARWAL
meals such as breakfast, lunch and dinner were HONORARY JOINT SECRETARY
provided. S. H. RAHMAN
Despite being Following a request from the Chief Minister MANAGING COMMITTEE MEMBER
we adopted Lansdowne market in Kolkata for EDITOR
hit hard we implementing hygienic practices to combat ATIKRAM GUPTA
never refrained the pandemic. The HRAEI took over the market EDITORIAL & DESIGN
P&S COMPANY
for proper sanitisation awareness campaign to
from our social prevent the spread of the novel coronavirus. We ‘Mystic East’ magazine is printed
responsibility organised handing over of gloves, masks and and published by Atikram Gupta on behalf of Hotel and
Restaurant Association of Eastern India.
sanitisers, liquid handwash, to the shopkeepers
Printed at CDC Printers Private Limited, No.45, Radha Nath
and buyers in the market. We installed four small Chowdhury Road, Tangra Industrial Estate-II, Kolkata, West
water tanks at entry points of the market and Bengal 700 015
made proper hand-washing arrangements for
Hotel and Restaurant Association of Eastern India, 18A/1,
stall owners and customers.
Everest , 18th Floor, 46C,
“The world is affected by a pandemic. We Chowringhee Road, Kolkata- 700 071;
decided, till they find a cure, let us show some Telephone- +91 33 2288-1742/43, 40035993.
care,” summed up Mr T.S. Walia, President E-mail: info@hraei.co.in
Website: www.hraei.co.in
Emeritus, HRAEI.
THIS ISSUE OF MYSTIC EAST CONTAINS 56 PAGES INCLUDING COVER AND BACK COVER
All information in Mystic East magazine is derived from sources we consider reliable and a sincere effort is made to report accurate information. The publisher
regrets that he cannot accept liability for error and omissions contained in this publication that might have crept in inadvertently. Similarly, opinions/views
expressed by third parties are not necessarily shared by the magazine. However, we wish to advise our readers that one or more recognised authorities may hold
different views than those reported. Material used in this publication is intended for information purpose only. Readers are advised to seek specific advice before
acting on information contained in this publication which is provided for general use, and may not be appropriate for the readers’ particular circumstances..
No part of the magazine may be reproduced, stored in retrieval system or transmitted in any form without the permission of the publication in writing. The same
rule applies when there is a copyright or the article is taken from another publication. An exemption is hereby granted for the extract used for the purpose of
fair review, provided two copies of the same publication are sent to us for our records. Publications reproducing material either in part or in whole, without
permission could face legal action. The publisher assumes no responsibility for returning any material, solicited or unsolicited, nor is he responsible for material
lost or damaged.
4 | MYSTIC EAST
HONORARY SECRETARY’S MESSAGE May - June 2020
The hotel sector at large has been the biggest casualty of the
COVID-19 shock, with demand at an all-time low across the
globe. As the sector continues to build contingency plans
to alleviate the fallout of the crisis, hotel operators should
also look to extend the hand of solidarity to their owners by
providing certain relief measures. For instance, there should
be a one-time waiver or reduction in base and incentive
fees. The relief should be in the form of a one-time waiver or
reduction in base and incentive fees as well as distribution,
technology and reimbursable costs, measured by correlating
the total impact of the crisis on the hotel to the return of
normalcy in operation post-COVID-19.
In addition to this, all brand standard provisions that do not
have a direct impact on revenues of the hotel and cannot be
planned as per the revised CAPEX budget for the current year,
should be deferred until such time normalcy in operation
returns. While FF&E is an important fund set up by the hotel
for periodic replacement and up-gradation, the funds should
be released immediately and redeployed either towards
initial working capital to resume hotel operations or towards
the reduction in debt, as may apply to each situation.
**********************
O
n a different note, I happened to be part of the launch
ceremony of Kolkata City Pathfinder, a useful and
handy city guide. An initiative of the Jain Enterprises,
this guide printed is glossy art paper has 74 catergories
including popular places to eat, dine and stay in the city.
Along with the information there are various colourful
advertisements of different products and services. To have
a glimpse you can log on to www.kolkatacityinfo.com.
The hard copy is available at a moderate price of Rs 30 in
several outlets.
Mr Sudesh Poddar
Honorary Secretary, HRAEI
MYSTIC EAST | 5
CONTENTS
BIG INTERVIEW
May - June 2020
12
MR NAVIN In an exclusive interview
Mr Suchanti shares his
SUCHANTI,
success mantra of
SINCLAIRS HOTEL building the brand Sinclairs
8
HRAEI FIGHTS
THE COVID-19
Association offers
isolation rooms to the
State Government
28 BIG BLOW
The impact of the
pandemic on Indian
hotel sector is deep,
but there's a silver
lining in the dark
clouds
6 | MYSTIC EAST
May - June 2020
34 MILK SAFETY
FSSAI creates
a guidance
document to
identify
adulterants in
desi milk
products
40 PEOPLE,
PLANET AND
PROFIT
Entrepreneurs
can emulate a
small ecoproperty
in southern
Thailand
46
GREEN AND ORGANIC
The state of Sikkim is a
storehouse biodiversity
and diverse people
MYSTIC EAST | 7
NEWS HRAEI fights the pandemic April The Hotel and Restaurant request all our hotel owners/members HRAEI offers isolation rooms to Association of Eastern India (HRAEI) to come forward in allocating rooms the State Government had an internal meeting after it for the purpose of self-isolation and To help the West Bengal government received requests from the Health self-quarantine for those who want to manage cases of Covid-19 pandemic, Ministry, and decided to extend their stay in hotels to avail facility,” Sudesh several hotels in Kolkata and nearby full support to the state government Poddar, the Honorary Secretary of Rajarhat-New Town areas have forward in this hour of crisis. A list of hotels and HRAEI, said. to offer pay-and use rooms to people availability of rooms has been sent to “Following the request, we decided who have been asked to live in isolation the West Bengal government and a to offer nearly 640 rooms mainly in for 14 days. A total of 640 rooms of 32 request made for imparting medical three and four star hotels. A total of 31 two-star, three-star and four-star hotels training to staff in handling those who hotel owners agreed to provide rooms were offered on pay-and-use basis at want to stay in isolation.“In the wake and soon we will make a list of our a highly subsidised rates and all meals of COVID-19, we had a discussion hotel staff, who will be trained by the such as breakfast, lunch and dinner will with the state tourism and health health officials in handling the guests be provided there. department. We have been asked to who want to avail hotel isolation 8 | MYSTIC EAST
May - June 2020
Sanitisation drive by HRAEI at Lansdowne Market in Kolkata
facility,” said Pranav Singh, President, then they will be handled as per Mr Poddar.
HRAEI. He said, “The training will be government guidelines,” added Mr
given as per WHO norms like how Poddar. May
to serve food, which food should be Besides providing comfortable HRAEI holds sanitisation drive in a
served, how to sanitise the rooms isolation, HRAEI has also initiated market complex
and their personal items, etc. This is a dialogue with the state government Following request from Chief
challenging task but we are ready to for assisting them in distributing Minister Mamata Banerjee to adopt
take this task because we feel that we dry food items like breads, banana local markets for implementing
must stand with the state government and puffed rice to the needy. “We hygienic practices to combat the
in this crisis.”“The state health have arranged a delivery van and Covid-19 pandemic, leading business
department has promised to provide requested the state government to chambers and industry bodies have
us all kind of help. Please convey the allow us to distribute it as we will be started sanitisation drive in over a
message that only asymptomic guest needing police permission due to the dozen markets across the Kolkata.
will stay in isolation for 14 days. In case lockdown. We will start distributing The Hotel & Restaurant Association
someone develops any symptoms, this to all the poor and hungry,” said of Eastern India adopted Lansdowne
MYSTIC EAST | 9
NEWS market for sanitization. The HRAEI took over the market in central Kolkata for proper sanitisation awareness campaign to prevent the spread of the novel coronavirus. The HRAEI heads Pranav Singh, the President, Sudesh Poddar, Honourary Secretary, and T.S. Walia, President Emeritus, organised handing over of gloves, masks and sanitisers, liquid handwash, to the shopkeepers and buyers in the market. The market committee and local police station helped in the effort. “The markets have been sanitised and masks and hand sanitisers were distributed to the shopkeepers through the respective market management, “said Mr Singh. The Association installed four small water tanks at entry points of the market. Proper hand-washing arrangements were made for both stall owners and customers. HRAEI representatives urged people to follow proper hygiene protocols to help prevent the spread of the virus in the community. “We also asked people to maintain the social distance measures and prevent gathering and crowding,” said Mr Poddar. In a rush many shop owners and buyers tend to ignore the basic norms. Especially the fish and vegetable markets have the biggest crowds in the peak hours of buying and selling in the morning. HRAEI representatives painted 10 | MYSTIC EAST
May - June 2020
Sanitisation drive by HRAEI at Lansdowne Market in Kolkata
circles on the floor and urged people opt for free quarantine at government those who wish to stay at government
maintain the mandatory 2- metre facilities. The state government, which quarantine centres for free will be
distance from one another. had initially reserved 750-odd hotel transported to the facility by bus.
“The world is affected by a pandemic. rooms for quarantine, had asked the “All the rooms are in luxury and
We decided, till they find a cure, let us Hotel and Restaurant Association of good hotels. We (HRAEI) have
show some care, “ said Mr Walia. Eastern India (HRAEI) to add another negotiated a discounted rate of more
650 rooms to the quarantine inventory than 50% considering the current
JUNE to prepare for a large number of pandemic situation. It is a mix of
Vande Bharat Mission offers a mix returnees from abroad. business and CSR for hotels. They
of business and CSR for hotels “The additional rooms are in luxury are charging much less than usual.
After inclusion of Kolkata in the hotels like Taj Bengal, Hyatt Regency, On the other hand, it is getting some
Vande Bharat Mission—Central Novotel, Swissôtel, Vedic Village Spa business as well,” said HRAEI secretary
Government’s endeavour to bring Resort, The Elgin Fairlawn, Lemon Sudesh Poddar.
stranded Indians home amid the Tree Premier, Ibis Kolkata, The Sonnet As more and more flights from the
Covid-19 lockdown—more than 2600 Kolkata, and Pipal Tree. We have Middle East, southeast Asia and the
rooms in Kolkata hotels were opened negotiated a discounted rate of over UK fly in, more and more people may
up for paid quarantine of citizens who 50%,” said HRAEI President Pranav go for paid quarantine. Top executives
are arriving from abroad. In the first Singh. “The tariff will include meals. of some of the hotels by the Eastern
batch of arrivals on May 17, the hotels Earlier, Lalit Great Eastern, Holiday Inn, Metropolitan Bypass and those closer
got 27 bookings Pride Plaza, Westin, Stadel, Vivanta and to NSCB Airport have received queries
All those flying into the city are Fairfield by Marriot had agreed to rent from possible customers who are
required to get into compulsory rooms for paid quarantine service,” he intending to fly to the city, according to
institution quarantine for 14 days; added. T S Walia, President Emeritus of HRAEI.
home quarantine is not an option. Those opting for hotel quarantine However, there haven’t been many
The returnees can either pay and get could hire app cab services at the confirmed bookings, managers of the
quarantined at earmarked hotels or airport to travel to the hotel while hotels said.
MYSTIC EAST | 11BIG INTERVIEW: NAVIN SUCHANTI, SINCLAIRS HOTELS
I ATTEND EVERY SINGLE
HAPPY TO B
REVIEW BY OUR GUESTS
AND TAKE QUICK REMEDIAL OF FIVE PRO
EASTER
ACTION IF THEY FIND
SOMETHING AMISS
M
R NAVIN SUCHANTI, CEO and
Managing Director, Sinclairs
Hotels Limited has nearly
five decades of diverse experience
spanning advertising, public relations,
hospitality, administration, finance and
taxation. He has held various important
positions as committee member of
several industry bodies which include
Assocham, the Bengal Chamber of
Commerce and Industry and HRAEI. He
was also a member of Tourism Advisory
Council of Government of West Bengal.
Sinclairs Hotels Limited owns and
operates hotels and resorts at seven
places. Gangtok will be soon added
to the chain. Also there is a plan to
build a 114-key property in New Town,
Kolkata. He spoke to Mystic East in an
exclusive interview.
Q: How did you get into the
hospitality business?
We already owned a very successful
advertising and PR agency with
countrywide presence, Pressman
Advertising. Pressman had built
MR NAVIN SUCHANTI strong brand equity and its forte was
– CEO and MD, Sinclairs Hotels Limited high quality service and customer-
12 | MYSTIC EASTMay - June 2020
BE OWNERS TODAY MANY HOTEL
OPERTIES IN COMPANIES HAVE FALLEN
IN A DEBT TRAP; NEW
RN INDIA
ENTREPRENEURS MUST LEARN
FROM THEIR MISTAKES
centric approach. them profitable. Resort hotels at about where you want a new property
The opportunity to acquire a hotel Burdwan, Dooars and Kalimpong are to be located. Connectivity, that is,
company came our way some time greenfield projects and they all are ease of getting into the destination by
in the late 1980s. Both my brother destinations of delight for domestic guests is one important consideration.
Dr Niren Suchanti and I thought that and foreign guests. We are primarily in leisure section of
this was a good fit with our existing Today I am happy to state that the tourism. Our aim is to choose a place
business by way of sustained high company has no debts and each of the with natural bounties so that our
quality service and focus on customer seven units are profitable. visitors can unwind the stress they go
delight. In March 1990, we acquired Every time we build a resort through in everyday life and return
Sinclairs with two hotels at Siliguri and property, we pay a lot of attention refreshed and rejuvenated.
Darjeeling. to make it blend seamlessly with When we built the Burdwan
the surrounding environment. The property, our consideration was that
Q: How many hotels do you own way we go about planting trees and between Howrah and Asansol, you
at this point and how many do you designing flower beds as part of our don’t have a good hotel. Burdwan
manage (but not owned by you). green initiative come in for much also lacked in high quality banqueting
Since acquiring Sinclairs, the number appreciation of our guests. facilities till we arrived.
of hotels that we own has grown Come April this year, we will
into seven. These are at Burdwan, commission a 60-room boutique Q: What is the USP of a Sinclairs
Darjeeling, Dooars, Kalimpong, Ooty, hotel property – Sinclairs Gangtok. hotel?
Port Blair and Siliguri. Gangtok will The eighth property in our chain is a To me it’s of paramount importance
soon be added to our chain. leased property, as you may be aware that any guest staying in a Sinclairs
Darjeeling, Siliguri, Ooty and that under Article 371F of the Indian property must return with memories
Port Blair were acquired as sick Constitution, non-Sikkimese cannot to cherish and share with others. The
properties making losses and there buy properties in Sikkim. management challenge then is to
were default in payment of bank build a culture among the staff to offer
and institutional loans. We invested Q: How do you identify a location a kind of service to guests from the
in refurbishment of these properties of a hotel? point of arrival to departure that will
and introduced new management Quite a few factors will be in play delight her or him.
and operational systems to make when it comes to taking a decision You will have an idea of how good is
MYSTIC EAST | 13BIG INTERVIEW: NAVIN SUCHANTI, SINCLAIRS HOTELS
Kanchenjungha Room at Sinclairs Darjeeling
the service by doing a periodic review We are quite happy to be owners way of realising tourism potential
of guest feedback at every property. I of five of the seven properties in of north-east is connectivity issue
personally see what guests have to say this part of the country. And soon and infrastructure that needs
about their stay experience. This gives we shall be commissioning the development. On more than once
me an insight into guest likes and Gangtok hotel and that will complete occasion, Prime Minister Mr Narendra
dislikes. In fact, every single review the circuit. Whatever may be the Modi has spoken about the need to
is attended to by me. The important misgivings about the region in some promote tourism in that part of the
thing here is to take quick remedial quarters, we have done well here country.
action if guests find something amiss. and our experience with the local
What gives me much satisfaction governments, district and other Q: What is the status of your
is all the seven Sinclairs resorts officials has been excellent. We find upcoming hotel in New Town
and hotels enjoy high ranking by the government in the state and local Kolkata? Tell us something about
TripAdvisor, the bellwether of tourism authorities responsive to our needs. this new property.
industry. While properties at Burdwan Being born in Kolkata and having We have the land in a strategic
and Dooars have got top ranking, the lived here, I know the region and its location. The plan was to build an
one at Port Blair and Kalimpong is potential pretty well. upmarket 114 room business hotel
placed second and Darjeeling third. for which we already have a sanction.
Siliguri is ranked seventh while Ooty is Q: Do you think that north-eastern The hotel is designed by a leading
ninth ranked. part of India has a huge untapped Architect firm from USA. But because
potential in the hospitality sector? of the large inventory of rooms built
Q: Most of your hotels are I can’t agree more. Riches of nature up in the last few years, we have put
in eastern India. What are the in north-east and distinctive cultures our New Town project on hold. We are
advantages or disadvantages of and many unique local crafts in the waiting for the right opportunity to
running a hotel in these parts of the region will always be a big pull for give shape to the project.
country? tourists. What, however, stands in the Q: Do you prefer to set up
14 | MYSTIC EASTMay - June 2020
Burra Sahib Kothi at Sinclairs Retreat, Dooars
greenfield projects? Is this the right optimal. Anytime is good time to do a level at Sinclairs, 40 per cent of the
time to invest in such projects in new hotel project. total staff members have clocked in
India? ten to 20 years with us.
The country has so much tourism Q: How do you handle labour
potential unexplored that it offers problems or attrition in your Q: What is your advice to a budding
immense scope for hospitality business? entrepreneur in hospitality?
groups to build greenfield properties To me labour problem is a This is a growing industry
as also go for acquisitions. Both offer misnomer. At Sinclairs, everyone which offers opportunities to new
good scope. The centre and the is treated as a member of a big entrepreneurs. But they have to be
states are keen to promote tourism family and she or he is given very careful in reviewing any projects
for revenue generation and creation respect. When an individual has that they may take up, especially
of jobs requiring a variety of skills. the sense of belonging, they will location and cost. These should be
India offers a diverse portfolio of put the best foot forward. I have thoroughly analysed and then only the
niche tourism products from leisure always believed that more than project should be implemented. The
to business to adventure to medical money people want respect and financial mix to invest in the project is
tourism. As domestic and foreign recognition for good work. They also important and leveraging should
traffic for each niche segment will also want their career to progress be very conservative. Today many
grow, the hotel industry will have in an ideal work environment, hotel companies have fallen in a debt
to be ready with sufficient numbers which Sinclairs offers. trap and it is therefore necessary for
of rooms as also all supportive Attrition is a challenge. In our case, the new entrepreneurs to learn from
infrastructure. however, the attrition rate is lower their mistakes. Having said that I must
We are in the process of identifying than the industry average. What say that Indian hotel companies have
locations for a couple of greenfield has worked to our advantage is the a great future as there is still a huge
projects. We take up a project when presence of a unique family culture. To untapped potential in the tourism
we find the location ideal and cost give you an idea of the high retention sector.
MYSTIC EAST | 15BIG INTERVIEW: NAVIN SUCHANTI, SINCLAIRS HOTELS
SINCLAIRS
RETREAT DOOARS
Located at Chalsa
Hilltop is spread over
20 acres of verdant
green. Built in com-
plete harmony with
nature, the resort is
ideal for those seeking
rest, rejuvenation and
adventure.
SINCLAIRS
BAYVIEW
Located right on the
waterfront, this is Port
Blair's only hotel to of-
fer spectacular views of
The Bay of Bengal from
almost all its rooms
SINCLAIRS
SILIGURI
Situated in Pradhan
Nagar, at the heart of
the city, this is a luxury
hotel equipped with
modern amenities
16 | MYSTIC EASTMay - June 2020
SINCLAIRS
RETREAT OOTY
Enveloped by the
clouds at 8,000 feet and
situated exactly where
the "Queen of Nilgiris"
was discovered, it is the
highest located resort
in South India
SINCLAIRS
BURDWAN
Situated at High
Street 1 in Renaissance
Township, this is an
upscale tourist resort
offering finest accom-
modation, club and
banquet facilities
SINCLAIRS
RETREAT
KALIMPONG
Nestled in the virgin
green surroundings,
the retreat prominently
stands out over five
acres of aesthetically
landscaped green.
MYSTIC EAST | 17GM INTERVIEW: SUBHASH SINHA, WESTIN
CALCUTTA
HIGHEST R
GROWTH L
SUBHASH SINHA
– General Manager, The Westin Kolkata, Rajarhat
S
UBHASH SINHA has been challenging markets vis-à-vis the leader is involved in formulating,
appointed as the General finance department. administering, coordinating and
Manager of The Westin Kolkata At The Westin Kolkata Rajarhat, the directing activities of all departments
Rajarhat. A veteran in the business of astute and perceptive Subhash brings to develop result-oriented goals for
hospitality, he has enjoyed exponential to the table a dynamic energy in all growth and profitability. Motivating,
success in all the top-notch properties the areas of operational activities in team building and supervision are
he has served in an illustrious career accordance to his pivotal designation. also some other key responsibility
spanning more than two decades His dynamism, passion for the industry areas associated with his work.
now. He is reputed for his appetite and leadership qualities are driving Prior to joining The Westin Kolkata
for the culinary arts which he has the hotel to greater achievements. Rajarhat, Subhash has achieved
married with his nifty managerial He is focused on generating outstanding results in his role as General
skills to successfully lead and inspire impeccable personalization and guest Manager of Marriott Suites Pune. He led
highly performing teams. An authority recognition, besides maintaining this property boasting of 199 suites
in the fields of operations, sales and the competitive edge and re- since it was launched in May 2016.
marketing, he has also gained the strengthening the brand presence. Before this, he was associated with the
reputation of successfully handling Additionally, this inspirational Oakwood Group of Hotels as the General
18 | MYSTIC EASTMay - June 2020
WITNESSED
ROOM REVENUE
LAST YEAR
Manager for two properties in Pune, Armed with a Diploma in Hotel Mystic East in an exclusive interview:
namely Oakwood Premier & Oakwood Management from IHM, Kolkata
Residence Naylor Road, successfully with a specialization in Catering Q: What are the typical challenges
managing a total of 287 keys. Technology, his honesty and sincerity you generally face while operating
He has also worked as the Director have been the stepping stones for in your market?
of Operations at JW Marriott Pune, the northward ascent in his career. In Kolkata as a city is emerging as
in charge of all rooms and food & fact, his keenness for the industry was a destination of large events and
beverage operations. He has been recognized early in his career when conferences. However, there is a
a part of two pre-opening teams of he was awarded with Marriott Global disconnect in supply and demand.
Marriott in Pune, The Marriott Hotel Chef of The Year Award 2012 and Approximately 60 per cent supply
and Convention Center and the Award for Culinary Excellence 2011. has increased over the last couple of
Courtyard by Marriott, as an Executive Outside the workspace, Subhash years attracting bigger players in the
Chef, where he has instrumental is social and fun-loving. A fitness market. The flight connectivity is a
in setting up the critical Food and aficionado, he enjoys cycling and also matter of concern as well. International
Beverage arm across both the passionate about travelling the world connectivity plays a major role in the
properties. and loves reading books. He spoke to IT and ITES segment which is lacking
MYSTIC EAST | 19GM INTERVIEW SUBHASH SINHA at the moment. Rates are another major factor and with the mid-scale and budget brands entering the city, the ADRs needs to be watched going forward. Q: How do you face such challenges to stay ahead in the race? We are abreast with the events happening in the city and ensure ourselves ahead of the competition. As a company, we have set tools and mechanisms which help us to track competition and maximize on events and days when required. With the help of Marriott Intl, we do get connected on a larger platform nationally and internationally which assists us being one step ahead of the competition The Westin, Kolkata always. Q: Considering the peculiarities of the market what kind of innovation in the vicinity. Our expert panel in we learn something new every you brought into your products, banqueting also helps us to target day. Keeping a close eye on the especially F&B, and services big outdoor catering events and competition and the emerging trends including banquets? delivering the best Westin experience. is crucial. We are the only Westin in the East Q: What is your future plan to which resembles the wellness brand. generate more revenue/profit? Q: How is the hospitality sector We as a Hotel have unique and state of Westin as a brand promotes wellness doing in the current economic the art offerings. We have the highest and we keep ourselves ahead in the scenario? What is the status of the club in the East (31 32) which is located game. Exploring new tertiary markets sector in Eastern India? at a height of 152 meters serving like Bhubaneswar, Guwahati, Siliguri, Kolkata as a city is experiencing growth the best of drinks and cuisine. We Jamshedpur, Bokaro and Ranchi is in the hospitality sector with an influx of also have one of the finest Pan Asian on our agenda already while we hold new additional inventories to support restaurants in the city called Nori with expertise in delivering the best service large conferences and events. As a city, breathtaking views of the Eco Park. and experience to our guests. We also it has noted a tremendous growth of Vedic, our recent addition traces us promote ourself as a culinary destination 10.3% in rooms sold and 12.1% in Room back to our culinary heritage which of Kolkata bringing in the best flavours Revenue growth over last year which is is one of the most unique concepts in to the city. With the help of Marriott Intl, the highest in the country. the city. With a magnificent pool and we are in the process of forming tie-ups 30,000 sq. feet of banqueting space with bigger players to facilitate large Q: Would you like to comment on including lawns, The Westin Kolkata events and outdoor caterings. your expectations and reaction on becomes a destination in itself to Union Budget 2020? host big events and hold activities for Q: What is your advice to budding The tax bracket plays a major role different periods of the year. We do managers in your market? in deciding rates in both rooms and take advantage of the connectivity we Smart work clubbed with learning banqueting services. A flat tax bracket have with Biswa Bangla Convention is the key to success. We need to keep on hotel services would help the sector Center and the Eco-park to host ourselves updated every moment to grow more in terms of revenue activities and cater to large events in this ever-changing world whilst thereby adding to the GDP of the state. 20 | MYSTIC EAST
May - June 2020 MYSTIC EAST | 21
GM INTERVIEW: JAMESON SOLOMON, SWISSOTEL, KOLKATA
EASTERN REGION IS A FAST
DEVELOPING DOMAIN
WE EXPECT A
HUGE BOOM IN
THE HOSPITALITY
SECTOR IN THE
REGION
S
WISSÔTEL KOLKATA, part luxury residential development in in your market?
of Accor group, announced the heart of South Mumbai. He had There is an influx of inventory,
the appointment of Jameson been associated with the Sheraton from 5-star hotels and independent
Solomon as the new General Manager Grand Bangalore at Brigade Gateway, properties, who work with
in December 2019. A seasoned Bengaluru, Grand Hyatt Mumbai, Park aggregators and OTAs. In this scenario,
professional, Solomon has more than Hyatt Dubai and Hyatt Regency Dubai. it is competitive and occasionally
two decades of experience in Hotel Jameson believes it’s challenging quality loses out to lower pricing as is
Management, Pre-opening, Strategic and lonely at the top. Ffocus on work- evident from ADR trend.
Planning, Client Relationship, Training life balance and staying connected
& Development. with industry peers is the key to Q: How do you face such challenges
Prior to joining Swissôtel Kolkata, success. He spoke to Mystic East in an to stay ahead in the race?
Jameson Solomon worked with Leela exclusive interview: Social Media is playing a major
Palaces, Hotels and Resorts as Head role in revenue generation and this
of Operations, where he headed the Q: What are the typical challenges is purely by creating awareness of
project of pre-opening an exclusive you generally face while operating the brand and also engaging the
22 | MYSTIC EASTMay - June 2020
customer to create brand loyalty. OTAs
will continue to be a major contributor
and in a market where everyone is
trying to increase their share, it is
extremely important to keep a check
on rate parity.
Q: Considering the peculiarities of
the market what kind of innovation
you brought into your products,
especially F&B, and services
including banquets?
It is most important to understand
the preference of guests and engage
in terms of F&B offerings and services.
It is important to showcase ourselves
displaying modern trends in terms of
innovative set ups and thematic food
and beverage presentation.
Q: What is your future plan to
generate more revenue/profit?
To leverage the vast possibilities
of Digital Marketing and Accor’s ALL
Loyalty programme which is based
on augmented hospitality concept
and provides multiple experiences
not just restricted to stay. We would
focus on targeting the premium
business travellers. As per current
market studies on Kolkata about
75 per cent of room demand for
premium segment comes from
business travelers. Our aim would
to be the preferred Premium
Swissotel, Kolkata
hotel in our operating market by
providing multiple experiences and
services as per individual need with scenario? What is the status of the are getting organized in eastern
the support of our very talented sector in Eastern India? region these days.
Operations team. Eastern region is a developing
domain and has lot of focus Q. Would you like to comment on
Q: What is your advice to budding from Central Government. The your expectations and reaction on
managers in your market? infrastructure (new hotels coming Union Budget 2020?
It’s a challenging and lonely at the at rapid speed about 1700 plus It’s a balanced budget, where
top, focus on work- life balance and rooms added per year since 2018), government has allotted INR 2,500
be connected with industry peers. connectivity (ongoing contraction crore for tourism promotion. 100
of Indo – Bangladesh and Thai Road) more airports to be opened which will
Q. How is the hospitality sector and tourism remain at the centre of it. enable seamless travel between tier
doing in the current economic More and sports and cultural events 2/3 cities and urban cities.
MYSTIC EAST | 23INTERVIEW: SABRINA DEY
THE EAST SEEMS
POISED FOR A
NEW AGE OF
SABRINA DEY
– Director of Operation,
JW Marriott Hotel, Kolkata
GROWTH
R
ECENTLY JW Marriott Hotel, her commitment to guest relations Q. What are the typical challenges
Kolkata, announced the during the 26/11 terror attack at the you generally face while operating
appointment of Sabrina Dey as hotel. in your market?
Director of Operation. In her current After a one year stint, she joined Kolkata is a very discerning market,
role, Sabrina will be seen effectuating The Oberoi Grand Kolkata with the where clients come in with extremely
strategies to support business growth, same position. Her core leadership high expectations, especially in the
revenue generation through up- role included revitalising internal luxury hotel space. Our guests are
selling of products and services and groups, building and managing guest well travelled and are familiar with
creation of value through designing relationships, training and mentoring the most recent trends in hospitality,
new products. teams to outperform themselves including food and beverage,
In a career spanning over 12 years, and competition Following her internationally. They often want to
Dey has perfected her art, while tenure in Kolkata, Dey moved to experience the same things back
enhancing customer satisfaction Agra at The Oberoi Amarvilas as Food home, particularly during special
and maintaining the standards of and Beverage Service Manager, in occasions. For hotels to recreate these
the establishments she has been 2012, where she was managing the is sometimes a challenge, especially
associated with. Having graduated restaurant, bar, in room dining and if the ingredients or technology are
from St. Xaviers College, Kolkata in special dining experiences at the not presently available in the city. It
2005, she went on to complete her resort. is however a pleasure to work with
Diploma in Hotel Management from In 2014 she joined The Oberoi such challenges, as it only helps us get
The Oberoi Centre for Learning and Grand Kolkata where svhe managed better at what we do.
Development in 2008. Dey initially restaurant, bar, in room dining and
started her training at The Oberoi banqueting operation for the 209 Q: How do you face such challenges
Centre for Learning and Development room property. She also spearheaded to stay ahead in the race?
and officially kick started her career the task force in opening the all- The only way to face any challenge
with The Oberoi Mumbai as Assistant day dining restaurant and Bar is head on. We try to constantly
Manager, Food and Beverage, where Threesixtythree° at The Oberoi Grand innovate and develop new concepts
she was also a recipient of the FLO Kolkata. She spoke to Mystic East in an to stay ahead of the curve. Sometimes
GR8 Award for Bravery 2009 for exclusive interview: that can mean working with suppliers
24 | MYSTIC EASTMay - June 2020
to develop products which give a local
edge to an international concept. At
other times, we use new technology
to change the game. While the
possibilities are endless, there is only
one constant that helps keep us
relevant – great service and the ability
to deliver exceptional value to our
patrons.
Q: Considering the peculiarities
of the market what kind of
innovation you brought into your
products, especially F&B, and
services including banquets?
We keep experimenting with new
ideas in the food and beverage space.
From Chef’s tables inside the kitchen,
to avant garde presentations of food
during sit down dinners, to recreating
local market places and Kolkata
heritage spots inside the banquet
venues. The idea is to give visitors, or
even locals a slice of nostalgia, along
with their meals, as we transform the
surroundings into areas one would
frequent to experience the best of
street food during their college days.
Q: What is your future plan to
generate more revenue/profit?
The plan is to keep challenging
ourselves, pre-empting what guests JW Marriott, Kolkata
want and deliver that proactively,
coupled with great service. We feel
that quality will speak for itself and will ‘sharpening the saw’! operations in the East due to the
organically lead to greater revenue Q. How is the hospitality sector relatively fewer hotels in the luxury
and profits. doing in the current economic and premium space. We therefore
scenario? What is the status of the had to ship them from a Delhi or
Q: What is your advice to budding sector in Eastern India? a Mumbai. I see these challenges
managers in your market? The hospitality industry in the reducing in the future as the number
Focus on the basics and invest East seems poised for a new age of of hotels grow.
in your core competency. There is growth. With more and more brands
actually no substitute to working and and different products coming into Q: Would you like to comment on
learning as much as you can, while the region, we can look forward to your expectations and reaction on
still finding time for your passions. It resources, which were earlier scarce, Union Budget 2020?
is so important to remember to keep becoming more available. There Not in particular. We are optimistic
investing in yourself, whether through are several suppliers with high end for a great year for the industry as a
knowledge or self care. In short, keep products, who were reluctant to build whole.
MYSTIC EAST | 25INTERVIEW: BINAY THAKUR, AVP, PRIDE HOTEL, KOLKATA
TRULY INDIAN,
TRADITIONALLY
LUXURIOUS,
PURELY PRIDE
BINAY THAKUR
– AVP,
Pride Hotel, Kolkata
B
INAY THAKUR is an heritage sites and museums have also industry, while room night demand
experienced Associate Vice got focus. These are really appreciable had not witnessed noteworthy change,
President at Pride Hotels in steps. Rs 2500 crore budget allocation demand from the commercial and
Calcutta with a demonstrated history for development of tourism and extended-stay segments witnessed
of working in the hospitality industry. hospitality industry will seem to be organic growth, proportionate to
Skilled in Hospitality Industry, yield fruitful in long run, no immediate that of commercial/industrial activity
management, pre-opening, food & effect we can expect. in Kolkata. Leisure demand has
beverage and hotel management, witnessed marginal improvement in
Thakur is a strong professional with Q. What is your advice to the this market, because of initiatives such
a DHMCAN focused in Hospitality budding managers in your market? as the recent introduction of river
Administration and Management Managers should be more proactive cruises which attract foreign tourists
from Patna. He spoke to Mystic East. towards the team as they are towards to the city. The only segment to exhibit
their guest. If the team is happy surely healthy growth is the meeting and
Q. Would you like to comment on they will keep the guests also happy. group segment primarily due to social
your expectations and reaction on The basic motto should be together events, weddings and a few city-wide
Union Budget 2020? we achieve the best among the rest. conferences.
Currently India is in 34th position Q. Where does Kolkata figure in the
on tourism raking formerly was on hospitality map of India? Q. What are your views on
65th. Government initiative will About 75 per cent of room competition?
surely help to improve the rank in demand for premium segment comes We always believe in healthy
coming years. Rs 9000 crore has been from business travellers. Kolkata competition, even though a lot of
allocated to roads to key heritage is driven primarily by commercial international brands are coming up
site, 100 more new airports are to be activity emanating from PSUs, PSBs, in Kolkata but we still believe that if
activated. Private train program are to manufacturing, IT/ITeS, engineering, we are providing the best services to
be accelerated and development of medical activity and the telecom our guests and keep them happy they
26 | MYSTIC EASTMay - June 2020
Pride Hotel, Kolkata
will always come back to us. Pride Q. What according to you the role of challenges in hospitality industry
Plaza Kolkata believes in Truly Indian F&B in getting business for a hotel? these days?
Traditionally Luxurious Purely Pride! F&B plays a crucial role in brand Attrition is a major challenge as
promotion in that particular region. millennial are always in move they
Q. What are your plans for expansion Guests sometimes connect to the hardly spend one year in a company.
in the eastern region of India? hotel through this only. Innovative To maintain the balance between the
Recently we have added a new food festivals and food promotions service deliveries according to brand
property in our inventory based out are good ways to reach to guests. As promise is sometimes challenging.
of Gangtok and also looking out for a whole we can say visibility of the Industry is recently facing steer
potential market in eastern zone for brand gets prominent through F&B. competition from online booking
Brand Expansion such as Guwahati, agencies in terms of booking &
Darjeeling, Sikkim etc. Q. What are the important revenue management.
MYSTIC EAST | 27GM INTERVIEW: BILASH DAS, GM, FERN RESIDENCY
THE AVERAGE
ROOM TARIFF ROSE
SIGNIFICANTLY
IN THE CITY
CHANGE IN GUEST
EXPECTATIONS IS
PERHAPS THE BIGGEST
CHALLENGE
BILASH DAS
– General Manager, Fern Residency, Kolkata
B
ILASH DAS, General Manager in your market? system, unique stay experience and
of The Fern Residency, Kolkata, First challenge is in hiring and swift check-in check-out services are
is a hospitality professional retaining the staff. Lack of skill in fresh the top demands. One of the major
with over 19 years of experience in graduates is a teething problem. challenges in our hotel industry is
operating and managing hotels and Secondly, price inflation of daily use that many hotels are facing the credit
restaurants. He spoke to Mystic East in products, eatables and other amenities menace. Dealing with parties who pay
an exclusive interview: have risen steeply in the last few after a period of 30, 60 and 90 days or
years. Change in guest expectations even later is a big hassle. Furthermore,
Q: What are the typical challenges is perhaps the biggest challenges in many payments are extremely delayed
you generally face while operating hotel industry. Free WiFi, entertainment or go in bad debts.
28 | MYSTIC EASTMay - June 2020
Q: How do you face such challenges
to stay ahead in the race?
One needs to train the new
workforce properly. Retaining a
qualified staff requires us to employ a
few tactics. A feeling of belongingness
needs to be created among the staff
that allows all the members to stay
emotionally attached with the hotel
and provide them perks and higher
responsibilities.
Keeping control on stock, strategic
purchase and reducing the wastage is
the primary agenda for saving on the
cost incurred on a daily basis. To meet
the guest expectations we can provide
a self-service guest portal which will
facilitate quick check-in check-out
services, map location guide to our
hotel, request for pick-up and drop- game, keeping up with these trends Q: What is your advice to budding
off services. And the most important is important to F&B directors and the managers in your market?
is our guest remains updated with hotel GMs. Be an innovator. It is not necessary
the expenses incurred on a daily When we suggest self-service in the to be a radical innovator. Being an
basis. So, we just need to approve the same sentence as in-room food and incremental innovator is more useful
valid request of our guest and be rest beverage, it’s easy to revert back to as a manager. Little innovation in
assured of the best hotel experience. the traditional model the hotel mini- processes and dealing with the team
Online marketing campaign bar. However, the self-service model and clients can make a big difference
attracting direct bookings and that we anticipate to take over the in success and career trajectory.
bookings from other online channels F&B segment in the coming years, is
majorly with advance payment that a far cry from the overpriced, under- How is the hospitality sector doing
provide a quick return of investment. performing mini-bar. While they do tap in the current economic scenario?
This way, we can save on hiring extra into the basic principle of self-service, What is the status of the sector in
personnel for payment collection. but modern guests crave enhanced Eastern India?
Thus we get to pay grocery, electricity autonomy over their experience,
and maintenance bills on time. In mini-bars simply aren’t equipped to There is unquestionably a surge
short, we can have an ample cash succeed, that is, at a reasonable cost in business in the hospitality sector.
reserve as working capital. to the guest, or a reasonable profit for The city witnessed the substantial
the hotel. figures in room occupancy in star
Q: Considering the peculiarities of A popular movement relating category hotels over a period of
the market what kind of innovation to in-room, self-service is being few months despite of economic
you brought into your products, implemented as high-end, self-service slowdown. Thanks MICE, especially
especially F&B, and services amenities. Specially the inclusion of the Biswabangla convention centre,
including banquets? Netflix, Smart TV, and voice-activated the average room tariff also escalated
Food and beverage is not a science, technology are becoming popular up significantly. The average daily rent
and just like in any art form, trends in add-ons. room in Kolkata went up from 5.1k to
the food service world are constantly With ‘Grab & Go’ style service within 5.2k in 2019 in comparison to the year
shifting to reflect the changing hotel, guests can grab a small, pre- before, even after addition of almost
interests and needs of our guests packaged or easy to prepare meals on over 1000 rooms across all segments
and consumers. Besides, being a fun their own schedule and terms. of star rated hotels.
MYSTIC EAST | 29COVID
BIG BLOW
and Tourism Council, the COVID-19
pandemic could slash 50 million
jobs worldwide in the travel and
tourism industry, reflecting a 12-14%
reduction in jobs
lInternational travel could be
The impact of the pandemic on Indian hotel adversely impacted by up to 25%
sector is deep, but there's a silver lining in the this year, equivalent to a loss of three
months of travel
dark clouds lThe industry could take up to 10
months to recover after the outbreak
is over.
COVID-19 & IMPACT ON THE INDIAN
HOTELS SECTOR
The Indian hospitality industry
is undoubtedly one of the biggest
casualties of the COVID-19 outbreak as
demand has declined to an all-time low.
Global travel advisories, suspension of
Visas, the imposition of Section-144
(prohibition against mass gatherings),
India like most other countries is on
lockdown, the ramifications of which
are unprecedented.
lForeign Tourist Arrivals (FTAs) into
India (particularly leisure travellers)
T
started softening in February, as
O analyze the impact of to India. With the number of cases the spread continued its unabated
COVID-19 on the hospitality rising sharply on a daily basis, even movement to other countries.
industry, HVS published a if the pandemic is contained soon, lFollowing suit, the Indian
detailed report on how to tackle the the ripple-effects will be felt across Government suspended travel visas
situation and be on the safe side after the world well into the year, pushing (with a few exceptions) till 15th April
the virus is contained. all major economies into a possible 2020, which in all likelihood will be
THE WORLD is still coming to terms recession. extended. Even if it is not, the paranoia
with the COVID-19 outbreak and The Travel & Tourism Sector across surrounding the events will continue
there is no doubt that the pandemic the globe is undoubtedly the biggest to have a major impact on travel.
will change the world as we know casualty of the COVID-19 pandemic. lDemand from FTAs is not expected
it. Closer at home, the Indian hotels' Several countries have issued travel to pick up any time soon. In our
sector has been hit hard, grappling advisories and are in lockdown opinion, travel bans across the globe
with significantly low demand, with mode, with all major global business, will fully roll down only by the end of
very few future bookings. Essentially, social and sporting events getting the year, even though such a process
all transient demand has completely cancelled since February. will commence much sooner.
vanished – the remaining is largely lFurthermore, the majority of the
on account of either a few long l IATA estimates that global airlines future travel bookings for winter i.e.
stay guests or hotels having been need an emergency fund of up to US$ October-March – the strong season for
prescribed by the Government for 200 billion as they fight for survival our industry - are done in the summer
the international travellers returning lAccording to the World Travel months, have largely evaporated.
30 | MYSTIC EASTMay - June 2020
DOMESTIC TRAVEL WILL BE KEY TO THE IMPACT ON THE INDIAN HOTEL decline by 16.7 – 20.5 percentage points
THE REVIVAL SECTOR WILL BE SIGNIFICANT over 2019, while ADRs are estimated to
With new confirmed cases being The Indian hotels' sector sailed decline by 7% to 8% for the year. As a
reported daily, the penetration of the smoothly into January 2020, after a result, RevPAR will witness a significant
COVID-19 virus in India has caused record year in 2019, with 2020 set to be decline of 31% to 36.2%.
mass hysteria, the reverberations “even bigger”. The country first started Therefore, the overall revenue of
of which are expected to continue feeling the ripple effects of the global the Indian hotel sector is set to decline
well into the second quarter of COVID-19 turmoil towards the end of by anywhere between US$ 8.85 billion
the calendar year 2020. Demand February 2020, which worsened at the to US$ 10 billion, reflecting an erosion
segments such as MICE, business, beginning of March. Occupancy across of 39% to 45% compared over last
social and sporting events have been hotels in key cities declined rapidly year. Besides the actual business loss,
cancelled or deferred indefinitely for and as per our estimates has declined the hotel owners will also incur losses
the foreseeable future. by a staggering 45 percentage points due to fixed operating expenses, debt
The silver lining to such devastation compared to the previous year. Such a repayments, interest payments and
is that it has brought multiple steepদ decline in such a short period of several other compliances required to
representative bodies from Travel, time has never been witnessed by the be undertaken as part of the sector.
Tourism and Hotels to collectively make sector.
representations to the Government and The report predicts the second THE WAY FORWARD
the Prime Minister’s Office. As we go to quarter of the year to be the worst hit. RECOMMENDATIONS FOR THE
print, in all likelihood the Government Hotels will be unable to drive rates GOVERNMENT OF INDIA
should announce measures to revive and may even seek to attract business Monetary Support:
and support the distressed sectors, at deep discounts. lStimulus package to stabilize and
with specific focus to the hospitality The overall occupancy in the branded support the sector in the near term,
sector, among others. hotels segment in 2020 is estimated to including a workforce support fund to
MYSTIC EAST | 31COVID
HOW TO FIGHT BACK
S t a n d a r d
Operative Procedure on preventive measures in Hospitality Units
to contain spread of COVID-19, by Government of India, Ministry
of Health and Family Welfare
Background: All hotels and other hospitality units must take
suitable measures to restrict any further transmission of COVID-19
while providing accommodation and other tourist services. The
SOP aims to minimize all possible physical contacts between Staff
and Guests and maintain social distancing and other preventive
and safety measures against COVID-19.
Scope: This document outlines various generic precautionary
measures to be adopted in addition to specific measures to be
ensured in hotels and other hospitality units(henceforth, ‘hotels’)
to prevent spread of COVID-19.
Hotels in containment zones shall remain closed. Only those
outside containment zones will be allowed to open up.
GENERIC PREVENTIVE MEASURES:
(A) Persons above 65 years of age, persons with comorbidities,
pregnant women and children below the age of 10 years are
advised to stay at home, except for essential and health purposes.
Hotel management must advise accordingly.
(B) The generic measures include simple public health measures
that are to be followed to reduce the risk of COVID-19. These
measures need to be observed by all (staff and guests) in these
places at all times.
THESE INCLUDE:
i. Physical distancing of at least 6 feet to be followed as far as
feasible. dispenser) and thermal screening provisions.
ii. Use of face covers/masks to be made mandatory. ii. Only asymptomatic staff and guests shall be allowed.
iii. Practice frequent hand washing with soap (for at least 40-60 iii. All staff and guests to be allowed entry only if using face cover/
seconds) even when hands are not visibly dirty. Use of alcohol- masks. The face cover/masks has to be worn at all times inside the
based hand sanitizers (for at least 20 seconds) can be made hotel.
wherever feasible. iv. Adequate manpower shall be deployed by hotel
iv. Respiratory etiquettes to be strictly followed. This involves management for ensuring social distancing norms.
strict practice of covering one’s mouth and nose while coughing/ v. Staff should additionally wear gloves and take other required
sneezing with a tissue/handkerchief/flexed elbow and disposing precautionary measures.
off used tissues properly. vi. All employees who are at higher risk i.e. older employees,
v. Self-monitoring of health by all and reporting any illness at pregnant employees and employees who have underlying
the earliest to state and district helpline. medical conditions, to take extra precautions. They should
vi. Spitting shall be strictly prohibited. preferably not be exposed to any front-line work requiring direct
vii. Installation and use of Aarogya Setuapp shall be advised contact with the public. Hotel management must facilitate work
to all. from home wherever feasible.
vii. Proper crowd management in the hotel as well as in outside
ALL HOTELS SHALL ENSURE THE FOLLOWING ARRANGEMENTS: premises like parking lots–duly following social distancing norms
i. Entrance to have mandatory hand hygiene (sanitizer shall be ensured. Large gatherings/congregations continue to
32 | MYSTIC EASTYou can also read
