Check In @ Novotel Hyderabad Airport

Mr. Rubin Cherian, General Manager, Novotel Hyderabad Airport

What metrics do you track for Check-Ins today? Is time still a factor? With all the new tech, will we even have something like a physical Check-In?

Check-in is the first contact point for any guests and hence is of paramount importance, it is a first step in the customer journey and is imperative that the guest feels comfortable and recognized at this juncture. Even today our endeavor is to provide a great arrival experience and keep the warmth and hospitality index intact. With Accor’s ALLSAFE protocol in place we try to eliminate maximum touch points and are trying to make the entire journey contactless and seamless

What is so special about your Check-In? Do we even need a special check-in or VIP check-in?

In times as such where social distancing plays an important role our endeavor is to strike a balance and conduct a hybrid check in experience, where the team encourages Guests to share their ID proof’s and advance payment options prior to the guest arrival at the hotel.

With the new pre-arrival process in place, every Guest is made to feel like a VIP where they now just need to sign the registration card and is handed over with the room key. The wait time for Guests during check-in has considerably reduced and we still manage to keep up the industry standard 3 minutes Check-in time at the front desk.

Is there an element of local culture in your Check-In?

Then and now our mantra remains the same “Atithi Devo Bhava” We welcome all our guests with warmth even today. “Namaste” is our greeting which depicts our countries culture.