Industry Report
India: Evolving the service playbook
As India's hotel sector emerges from the second wave (W2) of the COVID-19 pandemic, it is crucial to recognize the distinct challenges compared to the first wave (W1).
The widespread impact of W2 has left deeper scars, with more people directly affected by the virus and significant deficiencies in infrastructure and medical care. The emotional toll on society has been profound, marked by the inability to bid proper farewells to loved ones.
Human Aspects of Service Delivery
The hotel industry must now address the human elements of service delivery, focusing equally on guests and staff. Guests will visit hotels for various reasons, ranging from leisure and celebrations to seeking solace after illness or loss. This diversity requires a nuanced approach to service, balancing empathy and discipline, especially concerning mask usage.
Staff members, who have faced their own set of challenges during the pandemic, need support and understanding. Hotels must ensure their well-being, addressing their emotional and physical health needs while maintaining a safe working environment.
Service and Mask Discipline
The pandemic has highlighted the need for strict mask discipline in public spaces, including hotels. Guests’ attitudes towards mask-wearing vary widely, posing a challenge for maintaining a safe environment. Hotels must enforce mask usage firmly but politely, ensuring that all guests can enjoy their stay without compromising safety.
Prejudging guests’ actions is inappropriate; instead, understanding the reasons behind their visits can help tailor the service accordingly. This empathy-driven approach can enhance guest satisfaction and loyalty.
Supporting Hotel Staff
Hotel staff have endured significant hardships, including illness, loss, and job insecurity. Their return to work brings both joy and apprehension. Hotels must provide emotional support, counselling, and a safe work environment to help staff regain confidence. Group vaccinations and clear communication about health and safety measures are essential in this regard.
Adapting to the New Normal
The current situation demands the development of a new service playbook. This involves:
- Empathy in Service: Understanding guests’ emotional states and responding appropriately.
- Mask Discipline: Enforcing mask usage while ensuring it does not impede guests’ experiences.
- Staff Well-being: Providing comprehensive support to staff, ensuring their physical and emotional health.
By fostering a supportive environment for both guests and staff, hotels can navigate the post-pandemic landscape successfully.
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