"Treat the customer as if you are the customer"?
TRIDENT HOTELS - EIH GROUP

"Treat the customer as if you are the customer"

Amidst the Pandemic, one of the most affected sectors was Hospitality.

I decided to write on world class hospitality standards presented by Trident Hotels which is part of The Oberoi Group (EIH LTD) after a great stay on New Year’s at Trident, Udaipur. I’m a fan of the warm hospitality they present and the little-little gestures they make which makes you return. It has always been a leisure feeling experiencing their Oberoi Villa and Trident properties.

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A sector which was closed for domestic and international clients during lockdown. It is also a sector which did not see this high DOMESTIC demand ever. Six months of season when foreign travellers visit India which is October to March where the rates are very high compared to the off season, it is pivotal for this sector to get the domestic demand running. Statistics of weddings in 5-star hotels increasing, Indians spending on foreign holidays pre-covid now began spending inside the country post-covid travelling to locations across India making use of what these beautiful hotels at breath-taking locations hold to show, decrease of rates with attractive packages by a lot of hotels chains in order to revive demand are some of the reasons on how the demand came back.

This article focuses on “WHAT TRIDENT HAS DONE RIGHT in creating a Luxury Hospitality brand yet cheaper than the Flagship brand?

·???????TRUST: Being associated with the Oberoi group of Hotels & Resorts, it automatically builds a goodwill of personalization, first class service, highest standards of safety & hygiene. Overall ensuring to reach benchmarks for excellence and responsibility following the Oberoi Dharma of keeping customer first. All hotels have been given platinum ratings by Bureau Veritas.

·???????INVESTING IN TALENT: The group is committed to developing leaders of the future. The Systematic Training and Education Programme is a great way to inculcate on the job training along with a Bachelor’s Degree. The overall training person days for executives was 7465 with an average of 9,41 person- days per executive according to the Annual Report.

·???????THE HUMAN EFFECT: The scope of taking decisions, grooming them to be better leaders is tremendous. When this happens, each member feels that I can add my personal effect making a guest happy. What I observed across different Trident properties that the staff can take decisions on their own too without asking their seniors whether it’s a little discount they offer on meals, complimentary dish or deserts or a drink or an upgrade. Customized desert platter on check in already kept in the room or a decoration in the room, each staff remembering your name, a letter from the CEO upon check in, call on the date of check in. I feel all of this puts a great human touch and feels like family. “The small things are the big things” especially in a sector like hospitality where you are spending your money to feel pampered and this Group knows how to do it right. Each brand is giving a great room and great food. But which brands are making you feel a part of the family? I am sure this is one. Personalization, I believe is what makes a difference.

·???????TRIDENT PRIVILEGE: A structured and easy to understand privilege programme helps you get better rates, happy hours, flexible check in and check out, complimentary stays and upgrades.

·???????AMALGAMATION OF CULTURE, TRADITIONS, HISTORY, ARCHITECTURE & ART WITH THE LOCATION OF THE HOTEL: The rich and varied culture of India makes India unique. A trident Udaipur or Agra or Jaipur are not the same. The art work, marble, architecture, representation of culture, music, cultural activities are different in all of their properties. The difference of rate between an Accor Hotel brand or Trident is not much. Where the former gives a business hotel feeling which too is phenomenal, the latter gives a leisure one due to mixture of all the factors.

·???????ADOPTION TO TECHNOLOGY& SUSTAINABLITY: Introduction of contemporary IT enabled processes across the organization to enhance efficiency making use of artificial intelligence and providing digital enabled process from a digital check-in to digital feedbacks or digital menus, check outs and payments. According to Booking.com, 72% of global travelers see sustainable tourism as a priority. With almost all hotels committed to work for energy conservation, focus on renewable energy and usage of sustainable materials. When businesses are concerned for the environment, it leaves a great impression and validates the fact that leading hotel brands are not harming the environment. Whether its waste management, water management or energy efficient services, the brand is leading from the front.

Thank you for taking out time in reading the article. Please put in comments and share your experience with Trident hotels and what makes it a great hotel brand or a suggestion of how can the hotel industry do better recovering from the pandemic.

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