The customer today is extremely nervous, how do we build the trust with him? As Anchor and moderator, of BW Hotelier Breaking The Pandemic WebBlast – The future of my Plate, Anil Chadha, COO, ITC Hotels tries to get the answers.

The pandemic has taken everybody with complete surprise. Hospitality remains one of the worst-hit industries and no one was prepared for this kind of a pandemic. 

Given the resistance the virus Covid-19 has offered, all the interventions of the experts have repeatedly changed. We started with conquering, went to containing and now we all realize that we must co-exist. 26/11 (2008 Mumbai attacks) defined and completely changed the security around the world. The entire hospitality industry started looking at hospitality in a different manner. Something akin to that is likely to happen now. 

Anil Chadha put across an engrossing panel discussion with experienced and veteran Chefs. He put across some pertinent questions to the panelist, answered in a space of 90 minutes. Will Covid-19 redefine the hygiene and safety standards for the years to come? What we learn in the crisis today will make us smile tomorrow. So, what does the new normal hold for us? Is sanitation the new hygiene and cleanliness the new amenity? Will cleanliness replace location? Is health the new wealth? Is contact-less service the new personalization. Seldom herd, seldom seen and never touch, always felt, the new gold. Is quality, safety, and service the new QSR? Is take-away the new restaurant in the making. Has the buffet seen the last supper? Has the big fat Indian wedding gone on a diet? 

Standing together

Chadha added, “The time is now where the customer is extremely nervous today, question is how do we move from here? Customer needs a confidence and assurance to come in. People have really worked hard to make hygiene, safety and security standards, manuals have been written, trainings have been conducted. The industry has truly come together. In these moments of nervousness, we need moments of trust. It is our job as hoteliers as to how to bring those moments of trust. Perception is particularly important in our business, not only do we have to eliminate germs we have to eliminate anxiety.”

Responsible and sustainable dining

Elaborating on some of the trends in the market, he said, “Among some trends, people feel that fusion and nitrogen will go out while traditional, local seasonal food will gain. Responsible dining will take a step forward, you will be going local as well as taking care of the carbon footprint”

He said that even as ambience has changed for now, the warm touch must remain in hospitality, also indicating that now there is a lot of pressure which is going to be put on the kitchen. He said that the four Cs of cooking: cleaning, cooking, chilling, and cross contamination, have been replaced with four D’s that is discipline, distancing, diet, and disinfection. The importance of food safety in the entire supply chain becomes much more important than ever before. Immunity booster foods will find a section for itself in the menus. 

Delhi Food extravaganza

Creating a positive stance and trying to find a breakthrough for recovery he added, “Customer is nervous, you are confident, how do you convince him? Is there a possibility of a Delhi Food extravaganza, one large property, whenever the revival stage starts all restaurant can collaborate and do one massive food week in Delhi on the lines of the Singapore food festival? We are in a lockdown, not a knockdown.” 

Six Cs of the future plate

To summarise as to what will be the future of your plate, it is Clean: focused on hygienic like never before; Covered: for good health against infection, uncovered plates out of the window; Creative: high on creativity, good looking plates will tell a story as table interactions reduce; Convenient, on-the-go and takeaway will prevail; Care: Made and presented with care, mindful selection of ingredients focused on health and immunity and; Carbon footprinting: increase cuisine local connect. Engagement is also extremely important, we need to fight it out together, creativity is the highest form of hope, which the chef always practices, concluded Chadha.