NEWS | Ascott Is World’s First Hospitality Company To Offer Global Telehealth, Telecounselling And Travel Security Advisory To Guests
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Collaborates with International SOS as part of the enhanced ‘Ascott Cares’ commitment to improve guests’ overall wellness and safety
CapitaLand’s wholly owned lodging business unit, The Ascott Limited (Ascott), is the first hospitality company in the world to offer its guests global access to a comprehensive suite of telehealth, telecounselling and travel security advisory services. In a global partnership with leading health and security services company International SOS, Ascott will provide these complimentary services as part of its enhanced ‘Ascott Cares’ commitment to improve the overall wellness and safety of its guests. Starting 1 June 2021, the services are
available to Ascott’s guests across nearly 200 properties in 86 cities and 27 countries. These include guests at Ascott’s two operational properties in India - Somerset Greenways Chennai that comprises of 187 units, and Citadines OMR Chennai with 269 units.
Ascott’s guests who require telehealth assistance or Tele counselling can call the property’s front desk from their apartments, to be connected to International SOS’ Assistance Centres. Ascott’s guests will be able to speak directly with International SOS’ health experts at any of its 27 Assistance Centres across the world. The Assistance Centres operate 24 hours, seven days a week and provide assistance in 99 languages and dialects. Depending on the guest’s medical condition, International SOS’ health experts will provide medical advice or may refer the guest for teleconsultation, in-person consultation or telecounselling with their global network of over 90,000 accredited medical service providers, including clinics and hospitals. For more information on telehealth, telecounselling and travel security advisory services. please see Annex A.
International SOS will also provide travel security advisory and assistance to Ascott’s guests to better prepare them for new environments. This includes advice on security matters including the choice of safe ground transportation, as well as verification and updates on in-country incidents, such as street protests, natural disasters, travel restrictions and security threats. With International SOS’ assistance, Ascott can advise its guests on the latest developments, implement in-property security protocols and safeguards, or work with International SOS to arrange travel security solutions to further assist its guests.
Mr Kevin Goh, CapitaLand’s Chief Executive Officer for Lodging and Ascott’s Chief Executive Officer, said: “Ascott’s global partnership with International SOS further elevates our standard of care and hospitality. As the world’s first hospitality company to provide global access to telehealth, telecounselling and travel security advisory services for our guests, our guests can have greater peace of mind that they are able to receive on-demand quality care from medical and security experts, and feel safe when they stay with us. These value-added services as part of
“we define global living”
Ascott International Management (India) Private Limited (CIN: U45204TN2006PTC061040)
94, Sathyadev Avenue, MRC Nagar
Chennai 600 028 India
t (91-44) 7100 0001
www.the-ascott.com
our enhanced ‘Ascott Cares’ commitment are particularly crucial amid the global COVID-19 pandemic. With the need for social distancing and uncertainties from travel restrictions, our guests are able to have immediate access to these services from the comfort of their apartment.”
Mr Goh added: “In addition to stringent hygiene and cleanliness practices, Ascott has also adopted innovations such as contactless services, facial recognition technologies and autonomous robotics to improve our guests’ experience and safety. Our enhanced ‘Ascott Cares’ commitment, which goes beyond caring for our guests, is our distinct competitive advantage. It shows the greater value Ascott can deliver to our property owners and the assurance we give our corporate clients who want to know that their employees are well taken care of when they stay with Ascott.”
Mr. Vincent Miccolis, Ascott’s Regional General Manager for the Middle East, Africa, Turkey, and India, added: “At Ascott, the safety and well-being of our guests and staff have always been, and will continue to be paramount to us. From the eve of this global pandemic and throughout the 2020 lockdown, up until today when India struggles with the second wave of COVID19, our properties in the country have remained operational, offering our guests a safe haven they can call ‘home’, consequently uplifting their stay confidence. The new partnership with International SOS will further empower our ability to back up our guests with access to information and support, especially in these critical times. With 24/7 Assistance Centres via our Front Desk team, our guests will be able to receive timely advice on medical and health issues, hospitalization assistance, and assistance for medical evacuation or repatriation.”
Dr Pascal Rey-Herme, Co-Founder, Group Medical Director of International SOS said: “This collaboration is a world-first in the hospitality industry, and also marks an important step towards recovery for the sector. Working closely with the Ascott team, we want to reassure guests that their safety and well-being is a top priority, with robust, 24/7 global assistance for all travelers – whenever and wherever they are in the world. As the global environment continues to evolve, we will work with Ascott to adjust and adapt to best practices in managing their guests’ health and safety concerns.”
Enhances ‘Ascott Cares’ with a commitment to wellness, cleanliness and sustainability In response to the global fight against COVID-19, Ascott unveiled ‘Ascott Cares’ in May 2020, assuring guests and staff of its stringent cleanliness and hygiene standards as well as safe distancing measures to ensure their health and safety. The enhanced ‘Ascott Cares’ covers seven areas:
1. Our Staff 2. Wellness & Security 3. Social Distancing 4. Hygiene & Cleanliness 5. Contactless & Paperless 6. Our Vendors 7. Go Green
The comprehensive protocols of ‘Ascott Cares’ are in compliance with the World Health Organization’s standards and local regulations and have been rolled out to Ascott properties
“we define global living”
Ascott International Management (India) Private Limited (CIN: U45204TN2006PTC061040)
94, Sathyadev Avenue, MRC Nagar
Chennai 600 028 India
t (91-44) 7100 0001
www.the-ascott.com
globally. In July 2020, Ascott reinforced its measures with a partnership with Bureau Veritas to provide independent audits and certification for the hygiene and safety standards of Ascott properties worldwide.
About The Ascott Limited
The Ascott Limited (Ascott) is a Singapore company that has grown to be one of the leading international lodging owner-operators. Ascott’s portfolio spans more than 190 cities across over 30 countries in Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the USA.
Ascott has more than 70,000 operating units and over 50,000 units under development, making a total of more than 120,000 units in about 770 properties.
The company’s serviced apartment, coliving, and hotel brands include Ascott The Residence, The Crest Collection, Somerset, Quest, Citadines, by, Préférence, Vertu, Harris, Citadines Connect, Fox, Yello, Fox Lite, and POP!.
Ascott’s loyalty program, Ascott Star Rewards, offers exclusive benefits to its members when they book directly with Ascott for their stays at its participating properties.
Ascott, a wholly-owned subsidiary of CapitaLand Limited, pioneered Asia Pacific’s first international-class serviced apartment with the opening of The Ascott Singapore in 1984. Today, the company boasts over 30 years of industry track record and award-winning brands that enjoy recognition worldwide.
In India, in addition to its two operational properties, Ascott will extend its portfolio with Ascott Ireo City Gurugram and Citadines Paras Square Gurugram that are slated to open in 2022 while Citadines Calangute Goa and Citadines Candolim Goa will open in 2023. In total, Ascott has a portfolio of seven properties across four cities with more than 1,200 units, making it the leading international serviced residence owner-operator in the country.
For more information, please visit www.the-ascott.com.
About CapitaLand Limited
CapitaLand Limited (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered and listed in Singapore, it owns and manages a global portfolio worth about S$137.7 billion as of 31 March 2021. CapitaLand’s portfolio spans across diversified real estate classes which include commercial, retail; business park, industrial and logistics; integrated development, urban development; as well as lodging and residential. With a presence across more than 240 cities in over 30 countries, the Group focuses on Singapore and China as its core
“we define global living”
Ascott International Management (India) Private Limited (CIN: U45204TN2006PTC061040)
94, Sathyadev Avenue, MRC Nagar
Chennai 600 028 India
t (91-44) 7100 0001
www.the-ascott.com
markets, while it continues to expand in markets such as India, Vietnam, Australia, Europe, and the USA.
CapitaLand has one of the largest real estate investment management businesses globally. It manages six listed real estate investment trusts (REITs) and business trusts as well as over 20 private funds. CapitaLand launched Singapore’s first REIT in 2002 and today, its stable of REITs and business trusts comprises CapitaLand Integrated Commercial Trust, Ascendas Real Estate Investment Trust, Ascott Residence Trust, CapitaLand China Trust, Ascendas India Trust, and CapitaLand Malaysia Mall Trust.
CapitaLand places sustainability at the core of what it does. As a responsible real estate company, CapitaLand contributes to the environmental and social well-being of the communities where it operates, as it delivers long-term economic value to its stakeholders.
Visit www.capitaland.com for more information.
Issued by: The Ascott Limited Website: www.the-ascott.com
94, Sathyadev Avenue, MRC Nagar, Chennai 600028
For more information, please contact:
Manessa Raghavan, Senior Marketing Manager
Email: manessa.raghavan@the-ascott.com
“we define global living”
Ascott International Management (India) Private Limited (CIN: U45204TN2006PTC061040)
94, Sathyadev Avenue, MRC Nagar
Chennai 600 028 India
t (91-44) 7100 0001
www.the-ascott.com
Annex A – Telehealth assistance, Tele counselling and travel security advisory services
Telehealth assistance and Tele counselling
Ascott’s guests have unlimited round-the-clock telephone access to International SOS’ Assistance Centres via the property’s front desk from the comfort and privacy of their own apartments. Guests can tap the International SOS’ panel of accredited doctors for medical advice and assistance2on matters including but not limited to medication, non-life-threatening ailments, acute and chronic illnesses. Guests can also seek advice on other health-related matters such as pandemic-related information, arrangement for medical evacuation1and repatriation2, as well as outpatient case management2.
Guests can also access the International SOS panel of accredited counselors to help with a wide range of mental and emotional health issues, including depression, anxiety, relationship management, trauma, anger and grief. International SOS will also provide tips and exercises to Ascott, to help guests build mental resilience, promote mindfulness, manage stress and improve their overall well-being.
Travel security advisory
International SOS will provide Ascott and its guests with timely information on incidents such as street protests, natural disasters, travel restrictions and security threats - gathered from International SOS’s various technical and on-the-ground sources. The travel security information will help Ascott and its guests to avoid, mitigate and navigate any potential or ongoing security risks and threats encountered. It also includes advice on but not limited to the choice of safe ground transportation and emergency evacuations. Guests can also contact International SOS via the property’s front desk to obtain more specific global travel security advice.
About the International SOS Group of Companies
The International SOS Group of Companies is in the business of saving lives, protecting the global workforce from health and security threats. It delivers customized health, security risk management and well-being solutions to fuel growth and productivity. In the event of extreme weather, an epidemic or a security incident, the International SOS Group provides an immediate response providing peace of mind. Its innovative technology and medical and security expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. Founded in 1985, the International SOS Group, headquartered in London and Singapore, is trusted by 12,000 organizations, including the majority of the Fortune 500, as well as mid-size enterprises, governments, educational institutions, and non-governmental organizations. It has 12,000 multicultural medical, security, and logistics experts to provide support and assistance from over 1,000 locations in 90 countries, 24/7, 365 days.
1 Additional charge apply.
“we define global living”
Ascott International Management (India) Private Limited (CIN: U45204TN2006PTC061040)
94, Sathyadev Avenue, MRC Nagar
Chennai 600 028 India
t (91-44) 7100 0001
www.the-ascott.com
Annex B - Enhanced ‘Ascott Cares’ commitment
The enhanced ‘Ascott Cares’ commitment to provide stringent hygiene and safety standards, wellness support, and implement sustainable practices cover seven areas:
1. Our Staff
Personal protective equipment such as masks, protective screens, gloves, and hand sanitizers will be provided to staff. Workspaces and staff accommodation will be regularly sanitized, and staff has to undergo regular temperature screening. Ascott will leverage technology to create virtual communities for social activities and events, and use social media platforms and digital tools to meet training commitments where necessary. Staff is to also adopt contactless greetings.
2. Wellness & Security
A comprehensive suite of health and security teleservices will be provided to all guests round-the-clock. Guests have ready access to masks and hand sanitizers at the property upon request or in high-traffic areas. Guests are to also provide health and travel declarations and undergo temperature checks where applicable and required by local authorities.
3. Social Distancing
The number of guests will be limited to high-touch zones. Floor markings will be used as a visual guide, while furniture at the lobby and other interaction points will be reconfigured where necessary to allow social distancing, comfort, and facilitate a smoother flow of traffic. The number of visitors in guests’ apartments will also be restricted.
4. Hygiene & Cleanliness
Enhanced processes to raise the standard of hygiene and cleanliness in accordance with the World Health Organization’s standards and local regulations have been rolled out across Ascott’s properties. This includes increased disinfection and cleaning frequencies with stricter audits by in-house and independent agencies, as well as the adaptation of food & beverage services. Antimicrobial coatings and effective disinfection technology have been applied in the lifts where possible to enhance safety.
5. Contactless & Paperless
Leverage digital technologies to minimize contacts such as the use of the ‘Discover ASR’ mobile app to access apartments, make contactless payments, and self-check-in and check-out. To introduce Aria, (acronym for Ascott Robotic Intelligent Assistant) Ascott’s service delivery robot at properties, where applicable. There is a further reduction of paper products such as providing digital manuals to operate kitchen appliances as well as offering digital newspapers and magazines.
6. Our Vendors
Enhanced protocols and collaboration with Ascott’s vendors and partners to ensure stringent health requirements are met. Improved supply chain visibility, tighter measures during
“we define global living”
Ascott International Management (India) Private Limited
(CIN: U45204TN2006PTC061040)
94, Sathyadev Avenue, MRC Nagar
Chennai 600 028 India
t (91-44) 7100 0001
www.the-ascott.com
deliveries, enhanced Hazard Analysis and Critical Control Points training and procedures are being rolled out to all deliveries and laundry vendors also have to comply with local health and hygiene regulations.
7. Go Green
As part of Ascott’s commitment to sustainability, it will continue to transform its practices to protect the environment in the communities that it operates in. Properties to incorporate green elements to create sustainable residences that are comfortable and energy-efficient. Staff to embrace Environment, Health & Safety practices to minimize pollution, health, and safety risks. Staff to also reduce energy and water consumption, paper usage, and waste. To ensure operating equipment and supplies adhere to green specifications and implement green operating practices.
“We define global living”
