World’s Largest LEED Platinum Rated hotel chain, ITC Hotels has strengthened the #WeAssure programme. Having envisaged Responsible Luxury, a decade back, ITC Hotels embedded several best practices in its DNA and laid benchmarks for responsible hospitality. While ‘WeAssure promised stringent clinical levels of hygiene through NABH Accreditation and DNV-GL Business Assurance certification in progress, ‘WeAssure seeks to further redefine hotel operations along the lines of social distancing, well-being and contact light services, offering guests unparalleled comfort with peace of mind.
Precautions are necessary to maintain well-being. At ITC Hotels, all additional safety measures have been deployed to mitigate the risk of infection. These conform to the guidelines set by the World Health Organisation and Indian Tourism ministry. The ‘new normal’ protocol makes thermal screening, safe distancing and usage of masks mandatory across all levels of operation at the hotel. Usage of disposable gloves during service and additional protective gear, where required is also being followed. The guidelines have been implemented for both associates and hotel guests. Adding to responsible hospitality, associates and managers are being trained for Hygiene Certification in aspects of FSSAI Regulatory Guidelines, Cleaning and Disinfection near to Hospital Grade and Control and Monitoring of Food Safety and Hygiene Standards. ITC Grand Goa re-opens.
Right from an online reservation to an online payment process the booking method remains seamless. Followed by low contact check-in experience where-in mandatory documents are collected prior to arrival and later an e-folio sent on checkout. The check-in counters have a welcome separator installed to maintain a low contact experience with the guest. Touch points across public areas are being cleaned multiple times a day with sanitisers and disinfectants conforming to near clinical hygiene levels. Seating at the lobby and restaurants has been reconfigured to ensure safe distance. A physical distancing policy has also been implemented, with floor guides serving as reminders.
A number of operation related activities have been digitalised thereby enabling contact light services. QR Friendly In-Room Dining menu, Guest Service Directory, Digitalised restaurant menus and Check-In and Check-Out processes empower the guest to stay safely distant.
The advanced sanitisation methods deployed in guest limousine services and baggage duly tagged as ‘Sanitagged’ provide guests an added reassurance. Extreme importance has been accorded to distancing in guestrooms. Rooms are located in separate villas spread across five courts. Each room has its own private balcony ensuring that a guest can relax in the comfort of his own room. Prioritising guest safety above all, the rooms are serviced only when the guest is away from the room after soliciting a time.
As their ‘home away from home’, these rooms follow a rigorous cleanliness protocol adhering to clinical levels of hygiene and undergo a thorough deep-cleaning programme with advanced disinfection applications. The rooms are sanitised after every guest departure and are not sold for the next 24 hrs. post guest departure.
ITC Hotels are amongst the very few chains today who operate a state of art ISO 22000 Food Safety Management quality accredited Microbiology Labs which enable a systematic, preventive approach to food safety and cuisine hygiene. ITC Hotels has implemented strict ingredient regulations, and frequent disinfection of the kitchen area along with consistent sanitization of equipment, cutlery and crockery. At the restaurants, ITC Hotels have enabled contact light cuisine experiences while observing safe distancing in restaurant seating, use of appropriate protective gear by associates, enabling e-menus and contactless payment modes.
Food & Beverage offerings are being re-engineered for the ‘new normal’. While the Grab&Go breakfast design offers guest the option of a contactless breakfast experience in their room where the ordered menu selection is delivered to guests’ rooms with no physical contact between butler and guest, the ‘Knock n Drop’ time saver dining experience is an optional offering, delivered to guest in the privacy of their room, minus any contact with service associates. With homes being the new epicentre, ITC Hotels recently launched ‘FLAVOURS’ take away service that operates with zero contact delivery as well as its home delivery initiative with Swiggy and Zomato. The special take-out counter at each hotel has been enhanced with hand sanitisers and thermometers to assure the health of the local delivery partners. Adding to its responsible hospitality initiatives, self-car parking is recommended for those who are driving down to Goa.
In addition, our journey towards the accreditation by the National Accreditation Board for Hospitals & Healthcare Providers (NABH) will enhance existing procedures and controls at ITC Hotels thereby conforming to hospital-level hygiene standards. DNV GL Business Assurance which helps businesses assure the performance of their organisation is developing a model, built around the three pillars of – Health, Hygiene, Safety and Pathogen control. These assurance certifications will stand testimony to the rigorous hygiene protocol being put in place to ensure the safety of guests and associates at ITC Hotels, across India.
‘WeAssure’ is a holistic programme that addresses all facets of hotel operations – from revised protocols for back of the house activities such as receiving store, back offices, laundry, to the public areas with heightened sanitization measures for guest luggage, elevators to room service.
“ITC Grand Goa looks forward to creating memories for all guests who plan to visit Goa and make it their home away from home,’’ said Bhagwan Balani, General Manager – ITC Grand Goa Resort & Spa