In an exclusive conversation, Sharad Puri, General Manager of JW Marriott Mumbai Juhu, tells BW HOTELIER about the hotel’s re-opening plans with the implementation of new protection, cleanliness and hygiene protocols.

In an exclusive conversation, Sharad Puri, General Manager of JW Marriott Mumbai Juhu, tells BW HOTELIER about the hotel’s re-opening plans with the implementation of new protection, cleanliness and hygiene protocols.

With the lockdown lifted and almost 6 weeks of planning to prepare for a gradual reopening in the new world order, tell us briefly about some of the critical operational areas that you must, as the head of your business, tackle?

Our top priority will be health and safety. As a leader in the travel business, the topmost priority is the safety of guests and associates. An extensive program called “We Care” has been implemented by us that specifies protocol for the new hygiene and safety standards. This program will help us build trust with our guests. Guests will gravitate towards hotels which are safe. We Care lays equal focus on the standards to be followed by associates such as social distancing, hygiene and sanitation. I am proud that our team has prepared themselves very well for the new world order. I strongly believe that our team will continue to provide quality luxury service that is personalised, warm, prompt and safe as per the new world order.

How do you plan to implement social distancing and the new protection, cleanliness and hygiene protocols?

Necessity is the mother of invention - we intend to embrace technology like never before. “We Care” emphasises on minimum contact service, for instance mobile check-in through Marriott Bonvoy, QR codes at high touch points, digitised menus, contactless payments and so on. The execution of the new normal is key – I have complete confidence in my team to gear up and adapt to the new standards before we start welcoming guests. The seating for all public spaces has changed considering the norms of social distancing – events, restaurants, lobby and bars.

Restaurants and fine dining have been a must have for any hotel of good standing, but now it seems in-room dining will be preferred by in house guests, while walk-in diners will take time coming back. What is your view?

Fine dining experience is here to stay with the protocol. Just the way we are adapting to change, I believe guests are also evolving in the way they live. However our guests will continue to expect luxury experiences in hotels. It is upto us how well we create luxury experiences through personalized service and transformational experiences. I feel hoteliers and restaurateurs will find more ways than before to deliver the fine dining experiences be it in a restaurant, in the privacy of their rooms or in the privacy of their homes. All of this will be 100% compliant with health and safety standards. As the General Manager of the hotel and the business owner, it is my responsibility to give confidence to our guests that fine dining is possible in the future. Needless to say, we will await the official government orders before we can re-open our restaurants or any business.

Do you think domestic tourism will be a game changer with a likely drop in international inbound traffic for a while?

Certainly, this is a common sentiment across and has been echoed by all travel experts. We see this as an opportunity to attract the affluent Indian traveler and families who, in a long time have not seen enough of Mumbai.

As the head of your hotel, how do you keep the employee morale up during these tough times?

Positive energy is contagious and constant communication is key in times of crisis. This crisis does not take away the basic human need to care and be cared for. As long as we care for our colleagues genuinely, keep communication alive and work together, we will get over this and emerge stronger. A key skill that we are preparing our associates for is ‘change’.

What changes do you think this pandemic will bring to the Hospitality sector in terms of running a hotel?

Hotels and travel is about people, interactions and experiences. With social distancing and contactless norms, we will see many changes in the mid-term. The number of touch points will reduce, more services will be digitised (Marriott Bonvoy mobile check-in, digital menus in restaurants and so on). Each organisation will create new ways to expand the business. These changes will also lead to a substantial change in the way our balance sheets appear now and how soon each hotel can invent to get the balance sheet back in order.

What is your message for the tourism and hospitality industry partners, as well as to your loyal clientele?

In my opinion, no crisis should be wasted. This is a great opportunity for us to make India a glorious destination. Each one of us will have to devise new ideas and inventions, the more we share best practices, the sooner we will come out of this together.

What are the key lessons for the future to be learned from fighting this pandemic?

The biggest loss is the loss of lives across the world. Our emotional intelligence comes to test in such times along with our ability to keep our heads high and help others. The ability to change and adapt is a skill that holds a lot of importance. The first mover always has an advantage – individuals and businesses that change and build trust with guests will emerge stronger.