Observably, quite a lot has been said and written on several platforms about state of Indian Hospitality industry in the post COVID 19 years, most of the assumptions in this regard paint a picture that is rather bleak - both for the world and for India. At this juncture I wish to assert that the Indian government has worked hard, trying to contain and arrest the catastrophe of unimaginable dimensions’.
I remember, in last week of February 2020,
when I was trying to postpone my trip to USA my daughter Mahima convinced me
that USA will be a safer place to be, because at that point in time India had
more cases of COVID 19 compared to the USA which appeared certainly very safe
then.
Today it’s a different picture altogether, with USA having 1,095,304 cases,
63871 deaths and 155,737 recovered, while India reporting a surprisingly low
statistics at 35,043 cases, 1,154 deaths and 9,068 recoveries – with 30% from a
particular sect (TOI, 05.04. 2020). Indeed
the Indian Government has managed it well and deserves due credit.
Coming back to future
of the Hospitality Industry, some of my colleagues, industry critics and self appointed
authorities - all have embarked upon forecasting the future of Hospitality Industry- Here are some
interesting prophecies as they appear as writings on the wall;
1. A renowned food critic mentioned he can’t see any
major break through in near future. Coming years are going to be tough ones.
2. Another one – a self-appointed authority felt that the
growth will be marginal, high salaries will go away and there may also be loss
of jobs through the service spectrum.
3. Strict revenue management will elevate hotel fortune -
at least he thought so.
4. The most interesting was the demand of 80-100 thousand
crores from government to revive the Indian hospitality industry.
There are over a hundred articles doing rounds on different platforms, trying
to convince one and all alike that the future is bleak, simply because the
remedy is expensive. Whereas, I have a strong feeling that majority of them are
looking at the problem and are trapped in a time capsule of the PRE- COVID 19
days. Post COVID 19 reality will be different from all what this world has
witnessed thus far, and that we must brace ourselves up, to usher in the era of
a “New World Order”, which will dramatically influence, alter and even redefine
the way hospitality industry thinks, conducts and delivers services across the
world, including India.
The present imperative is to think quickly, preempt and respond to the
challenges in the post COVID 19 setting. Considering the fact that ‘change’ is the only
constant in this world – we must also be ready to change!- But are we ready to
change?!, this is rather a tough question,
and, this is also the reason why we are
trying to work on the same old road map with little modifications. Whereas, the
reality is that we are going through a WW III of a new type, and as history
tells us, every war inevitably followed by a new economic order. Although, it may
be a little early to exactly predict the direction in which the hospitality
industry will head in the post COVID 19 world but, at this point in time, I can
unhesitatingly assert that the ‘New Order’ will be superior in all its facets,
let’s say in terms of Lifestyle, Accommodation, Décor, Cuisine, Eating Habits
and heightened concepts of cleanliness & hygiene. My dear friends may take
notice that all of this will soon become a reality; despite all the negativity
that is in the air- Remember early bird catches the worm.
Another thing which is clear, that nothing is going to change overnight-
it’s a long haul transition. But as humans we will naturally work on
alternatives for survival as in the past. My stand on the future is pretty
clear, as I place below my assessment and possible solutions thereof;
1. Environment: We can look forward to a clean and pollution free environment, hygiene
of the city will be aggressively managed with great fervor. New modified approaches to indoor and
personal hygiene will dictate the new way of life. All products connected products
will give rise to a new industry. Machines to reduce pollution, convert waste into
power will be preferred area of investment. Sterilization of surrounding and
all material/ chemicals involved in the process will see a boom in demand. Major
growth prospective will be observed in materials used for personal protection.
New age gas stations/petrol pumps will also sanitize the cars with new range of
chemicals and broad spectrum disinfectants which will be introduced in times to
comes to protect us against airborne and waterborne bacterias’ and/ or viruses
. Age of never before clean environment is now here to stay. New technologies
will dominate the direction of industrial growth in every field. Cars will be
fitted with air purifiers and bacteria/virus destroying gadgets. For next two
decades’ cleanliness will be a priority later it will become a way of life.
2. Transportation (Land, Sea, Air etc.): We expect lots of energy will be channelized towards
scientific research aimed to make all modes of transportation safe and free
from bacterial and viral attacks. Newer technologies will be deployed to improve
the ventilation system wherever needed. Aircrafts will be fitted with advanced exhaust
systems to expel the exhaled carbon dioxide from the cabin to prevent its
spread - maybe a little chimney like contraptions above every seat will be
considered. The same might also apply to buses and trains in long run. Similar
changes will come to malls, cinemas halls and shopping centers. Continuous sanitization
of public areas will be a routine feature and a way of life.
Likewise, every aspect
of trade will incorporate similar levels of protection - right from the
manufacturer to the delivery of goods to the end user the scientifically tested
supply chain will evolve with time to become
a ‘Mantra’ for future survival.
3. Hotel Industry: To get the hotels back on tracks we need to develop an elaborate
‘Staff and Guest’ safety and protection program.
For guests
following steps are essential;
A. Security check by guards wearing mask/headgear and
disposable gloves.
B. Reception with glass partition, electronic scanners
and check-in, with sanitizer dispenser at all access points.
C. Lifts will require partitions with separate
ventilation for each.
D. Floors and corridors will need to be fitted with fresh
sanitized air delivery system with strong exhausts.
E. Every room will be needed to be sanitized and sealed
every time the guest leaves. The guest will only enter after breaking the seal.
F. Every Room will have to be equipped with Sanitizer,
Listerine, suitable liquid soap and face masks along with other related amenities.
G. Every room will require anti - virus air purifiers.
H. For room service we will need to incorporate folding
table in front of each room.
I.
Bell boy will
sanitize the luggage with disinfectant wipes, before moving each item into the
room.
For
Staff the following steps are very essential;
A. All staff would require if possible daily swab test
for Covid-19
B. They would only be allowed to enter Hotel with Mask
and disposable gloves or Sanitize hand.
C. Staff locker rooms will be disinfected at least twice
in one shift. Each staff member will be required to take shower and change to a
new uniform every day.
D. Every shift staffer will be required undergo a through
medical examination.
E. All staff in guest area will wear face mask.
F. Room Service and House keeping staff will be required
to wear gloves.
G. All guest and staff materials (Crockery, cutlery,
glassware etc.) will be washed in large dish washing machines.
H. Staff dealing with guests will at all times keep
minimum distance of 6/8 feet from the guest.
Hotels will have to maintain highest levels of hygiene
standards to compete in the new world
order. One positive case of COVID 19 will
bring down occupancy levels. I also expect
department of tourism to conduct
regular inspections for making sure the Hotels strictly follow
the laid down safe
drills /procedures.
4. Restaurant Industry and Hotels: Today restaurant Industry in India is fairly well
developed. Unfortunately the pandemic of COVID -19 has changed everything for
all times to come. Till such time the COVID 19 vaccine is discovered the survival
of restaurant Industry will revolve around making indispensable changes in the
current way we prepare and serve food. Good thing in our favor is that the majority
of the food is served piping hot and that is enough for guest protection. But
all other aspects will need to be thoroughly reviewed in terms of Pre- Prep food
environment, serving staff, hygiene, crockery & cutlery and all related aspects
to protect the guest and the staff.
Following changes will
have to be made by every stand alone and hotel and restaurant to be successful;
A. Restaurant seating capacity will need to be cut by 30
to 40 % to make sure there is enough space between two tables.
B. Those fancy large spreads of buffets will have to go
for some time.
C. Staff safety measures will remain as mentioned earlier.
D. Disposable menus will have to be introduced.
E. Restaurant and kitchen will have to be sanitized before
opening and after closing.
F. For free standing restaurants and eateries’ all the
guests will have to get their temperature measured by the infra-red thermometer
before he/ she can be allowed to enter.
G. Only guest wearing mask and carrying sanitizers will
be allowed to enter the outlet.
H. All payment should be on credit card only.
I.
Every
Restaurant will have to provide Drive-In
food pickup service
J.
Dish washing
machines, hot bain-marie are very essential tool.
K. Before opening every stand alone restaurant will have
to take permission on monthly basis from Municipal Corporation
confirming that restaurant is taking all protection.
The Indian Hospitality industry is well developed; it has
witnessed an unprecedented growth especially during the last decade. In the new
post COVID 19 scenario the success will largely depend on the state-of-the-art
safety features deployed in hotels and restaurants. Hence the onus to
effectively communicate these features to the world will be a priority for
hoteliers and restaurateurs, the same logic will apply to implementation of a
failsafe, ‘Premium Safety Program’ within their respective premises to establish
the credentials of both staff and management – All for the guest.
The lock down of nearly two months has starved people
of good food, lavish holidays and safe environment and they are in the state of
extreme angst. One 100 % implementation of all the above is the only way
forward. I humbly submit that this has to be an orchestrated effort by all
involved and concerned with the hospitality industry. Furthermore! It will call
for active involvement of FHRAI, TAAI, IATO, NRA and other associations and
agencies in a fight to defeat CORONA 19.
