THE IMPACT ON HOTEL FUNCTIONING DURING COVID -19-A CASE STUDY ON HOTEL GRAND HYATT

KOCHI

(Research report submitted in partial fulfillment of the award of the Degree of Bachelor of Science in Hotel Management and Catering Science, University of

Calicut) RESEARCH REPORT Submitted by

DENES GEORGE B.Sc. HM &CS (2018-2021) REG.NO: CCASSCT014

UNDER THE GUIDANCE OF Ms. JENNY THOMAS (Assistant Professor, Department of Hotel Management)

CHRIST COLLEGE (AUTONOMOUS) Irinjalakuda, Thrissur Dist:680125 (Affiliated to the University of Calicut)

THE IMPACT ON HOTEL FUNCTIONING DURING COVID -19- A

CASE STUDY ON HOTEL GRAND HYATT KOCHI

CERTIFICATE

This is to certify that the research report submitted on the topic

“The impact on hotel functioning during COVID 19-A case study on Grand Hyatt Kochi” is a bonafide record of work done by Mr. DENES GEORGE, Reg.No: CCASSCT014, B.Sc. HM & CS student towards partial fulfillment of UG in B.Sc. Hotel Management and Catering Science at Christ College Autonomous, affiliated to the University of Calicut during 2018-2021 academic year.

Ms. Jenny Thomas (Research Guide)

Prof. Toybe Joseph (H.O.D) Submitted on for the research Viva-Voice held at Christ College

Autonomous, Irinjalakuda

Internal Examiner External Examiner

CERTIFICATE OF THE RESEARCH GUIDE

This is to certify that the Research work titled “THE IMPACT ON HOTEL FUNCTIONING DURING COVID 19-A CASE STUDY ON HOTEL GRAND HYATT KOCHI” is a bonafide record of work done by Mr. DENES GEORGE, Reg. No: CCASSCT014 for the partial fulfillment of the requirements for the award of, UG in B.Sc. Hotel Management and Catering Science under University of Calicut carried out his study under my guidance. This research work is original and has not formed any basis prior to this for the award of any Diploma/ Degree under this University/ Institution. Therefore, this Research Work is completely currently and correct.

Ms. Jenny Thomas

DEDICATION

I would like to dedicate this research work to God almighty, my parents, my teachers, my friends and those who all supported me and helped me to do this research. Without their support this project would not have been completed. I would like to extent my heartiest thanks to all those who have inspired me, helped me to make this research works a dream come true.

Thanking You...........

STUDENT'S DECLARATION I, DENES GEORGE, hereby declare that the research work titled “THE IMPACT ON HOTEL FUNCTIONING DURING COVID -19-A CASE STUDY ON HOTEL GRAND HYATT KOCHI” is the original work done by me and submitted to the University of Calicut in partial fulfillment for the award of UG in B.Sc. Hotel Management and Catering Science is a record of original work done by me under the supervision Ms. JENNY THOMAS, Assistant professor, Department of Hotel Management, Christ College, Autonomous Irinjalakuda.

Date:

Irinjalakuda

Signature of Student DENES GEORGE

ACKNOWLEDGEMENT

I take this opportunity to sincerely thank Ms. Jenny Tony for being my

research guide and for being my coordinator for their timely valuable contribution and keen observation in the completion of my research, which would not have been completed without their help and assistance. I also would like to utilize this opportunity to thank our Principal Rev. Dr. Jolly Andrews, Head of the Department, Mr. Toybe Joseph, and all faculty members of Dept. Of Hotel Management for their timely contribution and co-operation given to me and at the last not the least would also thank all the respondents who contributed their valuable time to answer my questions, thus helped me to take my research to suitable conclusion.

CONTENTS

SL NO PARTICULARS PAGE NO

1 Introduction and Abstract 1

2 Objective of study 6

3 Scope of the study 8

4 Review of Literature 10

5 Research Methodology 31

6 Data Analysis 35

7 Finding of the Research 57

8 Conclusion 60

9 Suggestions and Recommendations 62

10 Limitations of the study 64

11 Bibliography 66

12 Appendix 68

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INTRODUCTION

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Introduction . The hotel industry is a servicing business conducing another significant branch in the economic development of the country. The hotel industry associates many service sectors, such as tourism, transportation and the food servicing. It is apparent that every country emphasizes on the significance of this kind of industry, with a belief that this is a source of employment, disseminating the income of the country, conducing the country’s progression. The hotel industry brings a high income to the country. Therefore, the government sector and the private sector should cooperate in promoting this sector.

Tourism and hospitality industry may help underdeveloped/developing countries more in resolving their various problems as this industry today has emerged as one of the fastest growing industries in terms of capital investment, foreign exchange earnings and providing jobs. In India, it is considered as highly labor intensive service industry, where the employment-investment ratio is higher than any other industry.

The Indian tourism and hospitality industry has emerged as one of the key drivers of growth among the service sectors in India. Total contribution by travel and tourism sector to India's GDP is expected to increase to US$ 275.2 billion in 2025. Travel and tourism is the third largest foreign exchange earner for India.

The hotel management and tourism sector has attracted many international players as well. A large number of global players are already well established in India. These include Hilton, Shangri-La, Radisson, Mariott, Meridian, Sheraton, Hyatt, Holiday Inn, InterContinental and Crown Plaza. The country has been flooded by some of the world's leading hotel brands. New brands such as Amanda, Satinwoods, Banana Tree, Hampton Inns, Scandium by Hilt and Mandarin Oriental are planning to enter the Indian hospitality industry in joint ventures with domestic hotel majors.

Kerala is well known internationally as God's own country and well recognized for distinct contributions in Indian tourism. Kerala with its credentials in tourism has attracted the attention and recognition from international brands, as well. The leading brands are eager to get their stakes building in a potentially profitable land. Many international companies have paved a new way of Hotel Industry in Kerala. Rise of many International hotels have marked a new beginning in Kerala land. With the increase in conference and summits in Kerala, the tourism

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and related sectors will see tremendous growth in both revenues and economic activities which will aid in all-round growth of Kerala. Many international hotels helped for to gain this.

One among the international companies are Hyatt Hotel Corporations. Hyatt Hotel Corporation, commonly known as Hyatt, is an American multinational hospitality company headquartered in the Riverside Plaza area of Chicago that manages and franchises luxury and business hotels, resorts, and vacation properties. Hyatt-branded properties have traditionally catered to upscale business customers; its properties were either full-service or boutique hotels. In 1980, Hyatt added the Grand Hyatt as their brand. In the portfolio of Hyatt Corporation Grand Hyatt has a tagline of large luxury hotels with fine dining and expansive meeting facilities. On April 2018 Hyatt Hotel Corporations announced the opening of Grand Hyatt Kochi Bolgatty, third Grand Hyatt branded hotel in India. The 264-room luxury hotel is a waterfront urban resort situated in Kochi in the south Indian state of Kerala, known for its palm-lined beaches, backwaters and historic Spice Route in India. With its striking architecture, dramatic landscapes, opulent guestrooms and suites, dining destinations, and one of the largest event spaces in South India, Grand Hyatt Kochi Bolgatty is an iconic destination for exotic views. Grand Hyatt Kochi Bolgatty is a spectacular destination resort setting a new standard for living grand in the city. Both inside and outside, the hotel’s design, cuisine and grand experiences celebrate the hospitality of Kochi.Designed by architects from Wimberley Allison Tong and Goo UK Limited, Grand Hyatt Kochi Bolgatty is located near the historic and picturesque town of Fort Kochi. The resort is owned by Lulu Group International and is adjacent to the sprawling Lulu Bolgatty International Convention Center, the largest in South India.

The best-in-class restaurants and bars at Grand Hyatt Kochi Bolgatty share exemplary service and multicultural flavors, leaving guests with unforgettable dining experiences. Grand Hyatt Kochi Bolgatty features 32,290 square feet of versatile space, including a Grand Ballroom and smaller residential-style meeting rooms, creating endless opportunities for bold creativity. With a breathtaking waterfront location of Bolgatty Island, guests will find Lulu Bolgatty International Convention Center, managed by Grand Hyatt Kochi Bolgatty, as one of the largest luxury convention facilities in South India. The convention center is a meticulously planned venue, each space interlinked to maximize flexibility for large events. The unanticipated Covid-19 pandemic has opened speculations of a possible recession. It has affected the basic functionality of hospitality and tourism sector too.

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Corona virus disease or Covid 19 is an infectious disease caused by severe acute respiratory syndrome corona virus 2 (SARS-CoV-2). It was first identified in December 2019 in Wuhan, Hubei, China, and has resulted in an ongoing pandemic. As of 23 August 2020, more than 23.3 million cases have been reported across 188 countries and territories, resulting in more than 806,000 deaths. More than 15 million people have recovered.

Recommended measures to prevent infection include frequent hand washing, maintaining physical distance from others (especially from those with symptoms), quarantine (especially for those with symptoms), covering coughs, and keeping unwashed hands away from the face. The use of cloth face coverings such as a scarf or a bandana has been recommended by health officials in public settings to minimize the risk of transmissions, with some authorities requiring their use. Health officials also stated that medical-grade face masks, such as N95 masks, should be used only by healthcare workers, first responders, and those who directly care for infected individuals.

There are no proven vaccines or specific antiviral treatments for COVID-19 till now. COVID-19 has affected every sector across the globe, and the hotel industry is among the hardest hit. In India too, the Hotel industry suffered a lot because of the national lockdown. Novel Corona virus has already started to affect the Hotel industry and had cost the Indian hospitality industry loses of around Rs. 620 crores which in itself is a huge amount in the initial days of the lockdown. Various big hotel chains and small resort chain has started at losses over 130 to 150 crores, whereas the alternate accommodation facility provider has suffered the losses over 420-470 crore which is huge and bad for the India market when the stock is already crashing.

A hospitality consultancy firm in New Delhi in their report said that the hospitality industry is going to suffer a lot and will take a lot of time to revive also. The report states that the Country’s domestic hotel that follows a fiscal year regime has gone down a lot in the month of February. According to the same report in the month of January the industry was seen doing quite well but has to face a sudden down in the month of February due to no. of cancellation by the customers. The overall losses in the summer holiday booking in the coming year are likely to be hot by 25 % on year to year basis.

The Indian government, much the same as numerous different governments has shut their borders, have suspended visas till April 15. A few global airlines have cut their tasks to Indian goals. Indian airlines have suspended total activities to worldwide goals and decreased their

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household tasks. To add on to this, the administrations have mentioned individuals to stay at home and work from their home.

To various reports and news media person the impact of this novel virus will remain in the country for the coming two to three months, so according to the estimated the impact on these industries will continue to erode nationwide in the year 2020 by about 20-25 % while the Average Daily rate (ADR) may see a downfall of 14-18 per cent in the calendar year. Another problem which has been accounted is that over ninety-Five per cent of the hospitality sector is dominated by the Bed & Baths (B&B’s), guest houses so an additional loss of around 420-470 crore in the revenue has been estimated by the expert in the hospitality industry. Indian hospitality and tourism industry in India accounts to about ten per cent of India’s GDP which is approximately 275 billion US dollars if the virus does not stop in the coming days then further downfall in the GDP can also be accounted for which will worsen the situation in the future.

The major problem with the hospitality industry in India is that the maximum employers working in these industries are either on contract basis or on casual working and these employer accounts to around 30-40% of the staff and they all come from a weaker background so shutting the chains and other services will affect them economically. So, the industry should pay them their salary even when they are not working, so that they can take care of themselves and their family in such times.

Grand Hyatt Kochi also affected by COVID 19. Many international meetings which might have boosted the economy of the country had to be cancelled due the pandemic. Grand Hyatt is the foremost attraction when it comes to hosting wedding events in Kochi. The exotic location and quality of service rendered it unparalleled in competition. However, the constructive physical distancing measures imposed by Govt. to curb the virus exposure, has hit hard the wedding business, as well. The maximum number of attendees allowed for functions like wedding, birthday parties, anniversary, etc. is limited to 20 to 25 people. This has set a drawback for Hyatt hotel, who hosts, at least 150 numbers of weddings annually. As the weddings have started to become a much personal affair, than social grandeur, people have started to conduct it in personal spaces, as well. The number of functions booked at hotels like Grand Hyatt has fallen drastically, and any hosted function is limited to 20 attendees. This cuts the hotel profit largely, as the cost of food services are cut to bare minimum.

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OBJECTIVES OF THE STUDY

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OBJECTIVES OF THE STUDY • To study the hygiene practices towards the customers as well as employees during

COVID 19 • To study the business plan during COVID 19 • To study the different technologies adopted for maintaining Covid protocols.

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SCOPE OF THE STUDY

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SCOPE OF STUDY • Aims to suggest ideas that would boost the growth of the sector amidst the pandemic

breakdown. • Aims to set the big chains such as Grand Hyatt as an example for the medium sized

enterprises. • Aims to suggest to all the business enterprises how to handle the COVID 19 pandemic.

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REVIEW OF LITERATURE

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REVIEW OF LITERATURE

Due to the Covid-19 pandemic, the world’s economy was shut down almost overnight

(UNWTO, 2020). The pandemic has confronted the hospitality industry with an unprecedented challenge. Strategies to flatten the COVID-19 curve such as community lockdowns, social distancing, stay-at-home orders, travel and mobility restrictions have resulted in temporary closure of many hospitality businesses and significantly decreased the demand for businesses that were allowed to continue to operate (Bartik et al., 2020). Almost all restaurants were asked to limit their operations to only take-outs. Restrictions placed on travel and stay-at-home orders issued by the authorities led to sharp decline in hotel occupancies and revenues. However, the reopening process has slowly begun and authorities have started to ease restrictions, for example, allow dine-in restaurants to reopen at a reduced capacity with strict social distancing guidelines, and gradually reduce

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restrictions on domestic and international travel. The world is still coming to terms with the COVID-19 outbreak and there is no doubt that the pandemic will change the world as we know it. With the globalized world going into partial or complete shutdown, the overall impact on human life, economic growth and businesses is immeasurable, both in the short term and long term due to the uncertainty as things evolve. While most Economists and Analysts currently expect the global economy to rebound, by some measure in the latter part of 2020, the exact timeline cannot be determined till the virus is contained across the globe.

Nearer home, the Indian hotels sector has been hit hard, grappling with significantly low demand, with very few future bookings. Essentially, all transient demand has completely vanished – the remaining is largely on account of either a few long stay guests, or hotels having been prescribed by the Government for the international travelers returning to India. Nothing could have ever prepared us for the COVID-19-shock and although, the current crisis is unlike any other we have ever faced, not all is lost. The Indian hotels sector can recover from this crisis as well, by adjusting strategies in the near term and preparing for the future. In this report, we have tried to quantify the impact of COVID-19 on the Indian hospitality sector, while discussing some of the immediate steps that are needed to help the sector get back on its feet.

We would like to emphasize that our analysis is based on data available to us as on 23rd March 2020. However, as the situation and implications are evolving rapidly, some of the insights in the report may quickly be outdated. It is imperative that all the industry participants collaborate and work harmoniously in the current crisis by sharing best practices, keep the workforce motivated and seek to put the industry back into recovery mode, because this too shall pass soon.

COVID-19 – Unprecedented Impact on the Global Economy

To say that the economic impact of the outbreak has been devastating, is putting it mildly. Most Economists believe that the full impact will only emerge once the outbreak is completely contained.

Economists world-over expect the global economy to shrink in the first quarter of 2020, a first since the 2008 financial crisis. With the number of cases rising sharply on a daily basis, even

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if the pandemic is contained soon, the ripple-effects will be felt across the world well into the year, pushing all major economies into a possible recession. The Travel & Tourism sector across the globe is undoubtedly the biggest casualty of the COVID-19 pandemic. Several countries have issued travel advisories and are in lock down mode, with all major global business, social and sporting events getting cancelled since February. Impact on Global Travel & Tourism Sector – a Few Alarming Estimates

IATA estimates that global airlines need an emergency fund of up to US$ 200 billion as they fight for survival According to the World Travel and Tourism Council, the COVID-19 pandemic could slash 50 million jobs worldwide in the travel and tourism industry, reflecting a 12-14% reduction in jobs International travel could be adversely impacted by up to 25% this year, equivalent to a loss of three months of travel The industry could take up to 10 months to recover after the outbreak is over.COVID-19 & Impact on the Indian Hotels Sector The Indian hospitality industry is undoubtedly one of the biggest casualties of the COVID-19 outbreak as demand has declined to an all-time low. Global travel advisories, suspension of Visas, imposition of Section-144 (prohibition against mass gatherings), India like most other countries is on a lock down, the ramifications of which are unprecedented. Inbound Foreign Tourism Comes to a Grinding Halt and Limited Scope for Quick Revival

Foreign Tourist Arrivals (FTAs) into India (particularly leisure travelers) started softening in February, as the spread continued its unabated movement to other countries. Following suit, the Indian Government suspended travel visas (with a few exceptions) till 15th April 2020, which in all likelihood will be extended. Even if it is not, the paranoia surrounding the events will continue to have a major impact on travel. Demand from FTAs is not expected to pick up any time soon. In our opinion, travel bans across the globe will fully roll down only by the end of the year, even though such a process will commence much sooner. Furthermore, majority of the future travel bookings for winter i.e. October-March – the strong season for our industry – are done in the summer months, have largely evaporated. Domestic Travel Will Be Key to the Revival.

With new confirmed cases being reported daily, the penetration of the COVID-19 virus in India has caused mass hysteria, the reverberations of which are expected to continue well into the second quarter of the calendar year 2020. The current situation is extremely grim, as domestic

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flights have been ordered to shut shop from 25th March 2020 and all other demand segments such as MICE, business, social and sporting events have been cancelled or deferred indefinitely for the foreseeable future.

While the hospitality industry is slowly recovering, the COVID-19 crisis continues

to exert profound impacts on how hospitality businesses operate. Hospitality businesses are expected to make substantial changes to their operations in the COVID-19 business environment in order to ensure employees’ and customers’ health and safety, and enhance customers’ willingness to patronize their business (Gössling et al., 2020). This pandemic is also likely to have a significant impact on the research agenda of hospitality marketing and management scholars. With unprecedented challenges faced by the hospitality industry in the COVID-10 era, hospitality scholars are expected to shift their research focus to develop solutions for the industry. Hospitality scholar will need to provide answers to a number of

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critical questions such as: what are the customers’ sentiments about patronizing a restaurant or a hotel in the time of corona virus? Are they ready to return? If not, what will make them return?

Preliminary findings of a longitudinal study conducted by the editorial team of the Journal of Hospitality Marketing & Management suggest that reopening the sit-down restaurants and easing travel restrictions will not bring customers back immediately (Gursoy et al., 2020). A large portion of individuals (over 50%) are not willing to dine in at a restaurant immediately. The same is true for staying at hotels. Most customers (over 50%) are not willing to travel to a destination and stay at a hotel any time soon. Only around a quarter of the customers have already dined in a restaurant and only around one-third are willing to travel to a destination and stay at a hotel in the next few months (Gursoy et al., 2020). These findings suggest that customers in general still do not feel comfortable to dine in at a sit down restaurant, travel to a destination and stay at a hotel. Since the breakeven point in the hospitality industry is relatively high due to high operating costs, the survival of many hospitality businesses heavily depends on increasing the demand for their services and products. Thus, figuring out what will make customers return is essential and this requires intensive research efforts. The industry and the academia are in urgent need of behavioral and operational hospitality marketing and management research to guide the hospitality operations in the time of COVID-19 pandemic.

The research findings also indicate that around a quarter of the customers will only feel comfortable to patronize a sit-down restaurant when their communities’ ability to test, trace, and isolate COVID-19 cases is significantly improved. Around 18% of the customers will only feel comfortable to travel to a destination and stay at a hotel when that destination has very few COVID-19 cases and has the ability to test, trace, and isolate COVID-19 cases. Furthermore, there is a group of customers who will only feel comfortable to patronize a sit down restaurant (around 14%) and travel to a destination and stay at a hotel (around 17%) when the COVID-19 vaccine becomes available (Gursoy et al., 2020). These findings clearly suggest that we need further research on factors that can drive customers back to the hospitality businesses.

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While preliminary findings indicate that visible sanitizing efforts (such as hand sanitizers at the entry, staff wearing masks and gloves), implementing social distancing, limiting the number of customers served, more rigorous and frequent cleaning of high-touch surfaces in common areas, and employee training of health and safety protocols are the most important safety precautions customers expect from a restaurant and a hotel (Gursoy et al., 2020), more behavioral and causal research is needed to determine the (differential) effects of these operational strategies on customers’ attitudes and behaviors.

Preliminary findings also suggest that around one-third of restaurant customers and around 40% of the hotel customers are willing to pay more for increased safety precautions. While customers expect hospitality businesses to implement more rigorous safety/cleaning procedures, a portion of them are willing to pay for those added safety measures (Gursoy et al., 2020). Further research is needed to determine the importance of each of these safety precautions, how such measures will influence customers’ attitudes and behaviors and whether customers are indeed willing to pay for them and by how much more.

Preliminary findings also indicate that a large proportion of restaurant customers (64.71%) and the majority of hotel customers (70.42%) believe that the use of various technologies in service delivery will be necessary in the COVID-19 environment in order to minimize human-to-human contact (examples: service robots, contactless payment such as Apply pay or contactless bank cards, digital menus that can be viewed on personal mobile devices via QR codes, contactless digital payments, keyless entry, touch less elevators, etc.) (Gursoy et al., 2020). These findings strongly suggest that technology integration and adoption into hospitality operations will likely be integral in the near future. While hospitality researchers have been studying the use of various technologies in hospitality service delivery over the years, most of those studies have focused on unintelligent technology adoption. Recent developments in artificial intelligence (AI) and social service robot technologies have enabled the use of AI technologies in service delivery and the Covid-19 pandemic may precipitate the popularity of such technology for public safety reasons. Therefore, it is crucial for hospitality researchers to investigate how AI device use in service delivery will impact operations, employees, and customers.

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Furthermore, it is critical to identify the factors, both physical and psychological, that can influence customers’ and employees’ acceptance of AI device use in service delivery.

The covid-19 pandemic has brought down the economic sector of the country. Multi level international businesses have faced severe lose as a result. Grand Hyatt is one among them. The place well known for its services and quality has faced a credible lose in their income due the pandemic. The place has been a destination for several international events and functions for the past few years. But now because of the covid-19 pandemic they had to cancel the so called events, which had been one of their credible sources of income. The Grand Hyatt’s' got a wonder wedding destination because of the exotic scenic views but in the light of the pandemic that too had to be cancelled. The events which were supposed to be conducted on a grand scale with immense participation from across the globe had to be postponed.

The major crisis is the decrease in the number of customers. The more the number of guests participating in an event, the bigger the revenue will be. This reduced revenue can also impact the qualities of the facilities such as electricity, technical aids and compliments. Also, well-established companies cannot risk their reputation by terminating staffs at times of peril. That is, the company has to carry the burden of expenses including salary and allowances of the employees, while there exists no stable stream of income. The obligation of maintenance of the building under the current circumstances is also a cause of loss for the company. Without the income from the guests, maintenance charges will be an unprofitable investment. But still they had maintained a well business. Exclusive safety measures up taken by the Hyatt group because of the pandemic situation are mentioned below. The top priority for welcoming guests and colleagues back to Hyatt properties is doing it safely, with the wellbeing in mind. Guided by their purpose of care and experience delivering world-class hospitality for more than 60 years, Hyatt’s Global Care & Cleanliness Commitment builds on the existing rigorous safety and cleanliness protocols and includes: GBAC STARTM cleanliness and training accreditation process through the Global Biorisk Advisory Council (GBAC) at all Hyatt hotels including Grand Hyatt Kochi. Trained Hygiene & Wellbeing Leader or team at all locations, responsible for their hotel adhering to new operational protocols and training Cross-functional panel of trusted medical and industry

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advisors—including experts from Cleveland Clinic—to help them fine-tune safety protocols and consider various aspects of the entire hotel experience

As they welcome everyone back, customers can have peace of mind knowing they are taking precautionary measures across Hyatt hotels worldwide in an effort to maintain a safe environment for our guests, customers and colleagues. Specifically, here are some enhanced cleanliness and wellbeing measures that we will see and experience at Hyatt hotels in Europe, Africa, the Middle East, and Southwest Asia are Cleaning & Sanitization

They are increasing the cleaning and sanitization frequency of high-touch surfaces and high-traffic guest and colleague areas such as elevators and elevator buttons, escalator handrails, and restrooms, as well as the surfaces and equipment in our gyms and spas— which includes the use of hospital-grade disinfectants. We are also implementing enhanced cleaning protocols for guestrooms, including the removal of high-touch items and minimizing the number of times our hotel teams enter guestrooms.

Temperature & Wellbeing Checks

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All Hyatt hotels are conducting temperature checks of all colleagues upon arrival to a hotel. Hyatt hotels are conducting guest temperature checks based on local government requirements or in light of community spread of COVID-19 in the hotel's area. Colleagues who report any cold or flu-like symptoms are asked to refrain from coming to work, and colleagues with a fever of 37.5 C (99.5 F) or greater will be advised to contact their healthcare provider.

Hand Hygiene & Social Distancing

Good hand hygiene is one of the most important steps individuals can take to protect themselves. Reminders on hand-washing techniques are located throughout the hotel, with hand sanitizer stations or sanitizing wipes also prominently placed throughout. Social distancing measures are strongly encouraged in hotel public areas such as elevators, fitness centers, airport shuttles and more, while many hotels are placing protective shields at the front desk and grab-and-go markets.

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Masks & Gloves

Guests are strongly encouraged to wear face coverings in hotel public areas and may be required to do so at some hotel locations based on local government requirements and local situations and practices. Hyatt colleagues are required to wear face masks or coverings at all Hyatt hotels globally, as well as additional personal protective equipment based on job specifications. From front desk associates to housekeeping, spa therapists and kitchen staff, colleagues are trained on the importance of wearing appropriate protective gear and are taking additional safety precautions for guests and each other. Knock & Go Room Service

To promote safety for our guests and colleagues, all room service orders will be delivered to the door, unless otherwise indicated by the hotel. To minimize contact, our colleagues will

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knock on your door or ring your doorbell to notify you upon the delivery of your order. At some properties, grab-and-go options will be available.

Food Safety Protocols

Hyatt teams are implementing precautionary measures starting with food preparation, to set-up and service, and enhancing food safety and hygiene protocols for restaurants, room service, and group meetings and events. We are frequently disinfecting kitchen surfaces, and colleagues are wearing appropriate personal protective equipment while preparing and plating made-to-order dishes. International Standards

All Hyatt hotels around the world continue to follow procedures and protocols developed in consideration of guidance and information shared by various health organizations including the World Health Organization (WHO), local authorities and other leading experts and

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organizations like the Global Biorisk Advisory Council (GBAC). Our GBAC cleanliness and training accreditation process focuses on establishing hotel environments that are sanitary, safe and healthy.

These processes and procedures have been developed for Hyatt hotels in the Europe, Africa, the Middle East, and Southwest Asia. A global cross-functional COVID-19 response team is closely monitoring new information and regularly updates the guidance on appropriate processes and procedures for all Hyatt hotels globally. Safety and cleanliness procedures implemented at each hotel may be adjusted in consideration of local practices, government requirements and guidance, and the situation where the hotel is located. This is the experience of a client who visited us recently during the covid time

"When I contacted Grand Hyatt Kochi for accommodation in the city for my business meetings, they assured me with a safe stay with their Hyatt's Global Care and stated that cleanliness commitment is at the core of the enhanced safety practices in the place. When they first welcomed me at the airport, I understood that my safety was their priority. There were sanitizers available in the car along with providing refreshments after sufficient safety measures. Their dedicated valet and concierge services were really good. There were temperature checks and sanitization of luggage on arrival. This quick and efficient checking process, keeping with the physical distancing norms made me reassured about my safety. The elevators carried only four persons at a time and each person could only use the provided space which was clearly marked by the employees.

The cleaning process in Grand Hyatt is scientifically supported deep cleaning, accredited by global biorisk advisory council. This involved a thorough cleansing and sanitizing of rooms without any compromise on the hygiene. For safety reasons, the dishes were served only at the door for the guests, to ensure complete hygiene in room dining experience. Grand Hyatt also has clean and safe spaces for indoor and outdoor activities, cleansed at regular intervals to reduce any potential risk at hand.

Dine-in is also made easy and quick with QR code at the entrance and touch less menus, to prevent the hassle of flipping through pages. Physically distanced seating and service is made available in the restaurants. There are also provisions to order the meal and watch it being prepared live in the kitchen, which assured me of the safety measures at place. I was told that

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ingredients were carefully sourced and received at the hotel complying the safety protocol, which were then handled and cooked with care, leaving no space for any faults. I was particularly impressed with the easy paperless check out, which was a good change from the troubles of usual formalities. I was very happy and content with the stay at Grand Hyatt, and whatever concerns I had initially, disappeared when I arrived here. I was satisfied with the safety measures they had taken and would surely recommend the same for everyone".

Although the pandemic hit had adverse effects on the hospitality and tourism business, by putting forth some effective measures they are slowly reviving their businesses. International groups like Grand Hyatt overcame these crisis situation caused due to covid-19 through effective preventive measures. These measures which they executed with great precision and care helped them to revive their business in full swing at better pace. Onam in grand Hyatt

Grand Hyatt Kochi Bolgatty offered Grand Onam Sadhya, a sumptuous celebration of Kerala’s most famous festival curate by Chef M. Prasad. The dine-in sadhya was served in The Residence at lobby level on Thiruvonam (31 August 2020). This time Grand Hyatt decided to bring the families and relish over 33 dishes and a range of payasams. It costs INR 1400 + taxes per head.

The sadhya takeaway is perfect for small and large groups of friends and families, to savor the occasion in the comfort of the homes. In addition, choose from eight varieties of classic payasams delivered to the doorsteps by Zomato/Swiggy starting from Atham (22 August 2020) at INR 350 onwards. A sure treat for the palate. Wedding at Grand Hyatt

With the tourism sector on a standstill following Covid-19 outbreak, Grand Hyatt in Kochi are all set to make the most of the wedding season, which coincides with Onam festivities. Since the dawn of Malayalam month of Chingam, Grand Hyatt has started offering attractive and affordable wedding packages. As per the Covid protocol, only 50 persons are permitted for a wedding, prompting many to shift marriages from auditoriums to hotels. Attractive packages

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Almost all major hotels in Kochi are marketing their properties and facilities as wedding venues. Grand Hyatt also had some attractive offers. Some have even rolled out packages that cost as less as `50,000.Naveen Yadav, director of sales and marketing, Grand Hyatt Kochi, said ever since Unlock, 80 per cent of social events held at the hotel was marriages. The hotel is also in the forefront to promote Kochi as a wedding destination. He expects the trend to stay for another two months.

“We recently launched the ‘Grand Weddings’ package that offers a range of varied cuisine options along with welcome mock tails and soft beverages, desired wedding decor, a grand suite with breakfast for the couple and two complimentary day-use rooms for six hours, all at the price of `1,99,999 plus taxes. This wedding package is available until December 30. Our wedding specialists who include expert chefs and planners, cater to every need of the customers and make the celebration a memorable one,” he said.

Hyatt has also launched a package worth Rs 1.25 lakh for a wedding attended by 50 persons. The package includes welcome drinks, non-vegetarian main course buffet, a no vegetarian starter for 60 mins, wash and change room during the event day, onsite parking for 100 + vehicles, decor, wedding couch and table decor, photo booth, pathway décor and save the date posters. A honeymoon suite at a special price of `6,000 is also provided. Grand Hyatt also launched customized wedding packages starting at `49,999 plus taxes. As many as 10-12 weddings have taken place at the hotel since June. During Chingam, the hotel authorities expect at least 20 wedding events.

CEO and director of Grand Hyatt, said despite Covid-related restriction for events, several persons are considering destination wedding now. “While we expected this to affect the weddings and events vertical significantly, we have found that enquires are coming in and several events have successfully taken place already. Even in terms of willingness to spend on such events, we have not seen any significant decrease,” she said. Wed in style

Grand Hyatt K1,99,999 plus taxes - Cuisine options, wedding decor, honeymoon suite, two complimentary day-use rooms for six hours among other facilities. These are some package provided by Grand Hyatt Kochi.

The safety and wellbeing of the guests, customers and colleagues is a top priority for Hyatt. Hyatt is monitoring the corona virus (COVID-19) situation closely, keeping those who are

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affected in their hearts, and listening carefully to the questions and concerns they receive from guests such as all

Inspired by Hyatt’s purpose – they care for people so they can be their best – and in response to the dynamic COVID-19 situation, we would like to share actions Hyatt is taking to care for you during this time, including booking with confidence and travel flexibility and comprehensive steps to implement new guidance, procedures and practices as we reimaging the hotel experience. Providing safe and clean environments for our guests and colleagues is always a top priority for Hyatt hotels globally, and we remain committed to enhanced levels of cleanliness—now and in the future.

Their recently announced Global Care & Cleanliness Commitment focuses on the safety and wellbeing of our colleagues and guests, and builds on existing rigorous safety and cleanliness protocols. The commitment includes an international cleanliness and training accreditation process, a trained Hygiene & Wellbeing Leader or team at all locations, and a cross-functional panel of trusted medical and industry advisors. Visit Global Care & Cleanliness Commitment to learn more about enhanced safety and cleanliness measures you may see at Hyatt hotels worldwide.

IMPORTANT FACE COVERINGS UPDATE: Following medical expert guidance to help reduce the spread of COVID-19, all Hyatt hotels in the Americas will require face coverings within indoor public areas and when moving around in outdoor areas for the foreseeable future.

Public areas may include hotel lobbies, meetings and events spaces, restaurants and bars, and fitness centers. Some guests may be exempt from this mandate, including but not limited to guests with medical conditions, guests consuming food or beverages in restaurants, guests who are seated outdoors and socially distant, and children under the age of two (2). Contact your nearest Hyatt Global Contact Center for more information. We believe in responsible and safe travel while staying vigilant and following procedures and protocols developed in consideration of guidance and information shared by the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), other leading organizations and experts, and local government requirements and guidance.

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Hyatt also supports the American Hotel & Lodging Association’s (AHLA) “Safe Stay Guest Checklist.”

Hyatt hotels continue to welcome business and leisure travelers with our established operational excellence and commitment to care as we reimaging the hotel experience. International groups like Grand Hyatt overcame these crisis situation caused due to covid-19 through effective preventive measures. These measures which they executed with great precision and care helped them to revive their business in full swing at better pace The measures up taken by Hyatt are a good example for others to follow. Because the pandemic has not only had adversely hit the big fishes but also the smaller ones. The truth is the pandemic is temporary and shall pass. Thus, we should continue to plan for the future, as well as take steps to reduce long-term damage from corona virus and drive faster recovery. Here are some tips to help hospitality overcome the difficulties that COVID-19 brings. Adopt cloud technologies

Remote working becomes the norm for today. Thanks to innovations and technology, even such a people-centric industry as hospitality experiences an increase in telecommuting. In fact, hoteliers can manage all the hotel processes without even being there. With cloud-based Property Management Systems, they are able to control all operations at anytime from anywhere.

Sure, PMS systems are not something new. Hoteliers have been using them for years. But in these times, this system can bring even greater benefits. For example, if the software goes with mobile concierge apps, which can help engage with the guests without personal contact, starting from check-in to meal and service orders. With technology, hoteliers can transfer some hotel jobs to completely remote work, such as sales-related or business development positions, ecommerce, Digital Marketing, etc. Attract millennial travelers

According to the New York Post, millennial are the most eager to get back out and explore the world after the corona virus ends. Sure, they are worried about the outcome of the COVID-19 pandemic. Yet, they are more fearless and more desiring of unique experiences right here right now. As of now, they are taking advantage of the crazy low prices showing no fear of the virus.

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What's more, millennial are expected to be the first to start traveling once the restrictions are relaxed. Thus, we recommend considering the exact ways how to attract them and include them as an essential step in the business recovery plan. For example, 90% of millennial value brand authenticity over "perfect and packaged" messaging of the hotel (according to SayNTouch.com). They appreciate a high value on transparency, trust, and brand authenticity. In terms of corona virus communications, try to outline what you are doing early, often, and openly. Also, millennial are more in tune with advances in mobility and social media. Apart from regular communications, you should adopt technology if you haven't done this yet. Being tech-savvy travelers, they want a mobile-first guest experience, personalized messaging, deals, and offers, the 24/7 service, and more. That said, it is hard to overestimate the importance of concierge apps adoption. Use this time for hotel maintenance and renovation

Corona virus outbreak doesn't mean hoteliers are closing doors and are just waiting for this period to end. It's a perfect time to catch up and improve. Whether it is a spontaneous renovation or completing your Property Improvement Plan, there's no better time to do this. To begin, you can make a list of items, things, and everything that needs to be repaired, do an inventory of maintenance supplies, laundry room systems check, railings and balcony checks, elevators, life safety checks, pool systems, ensure all lights are off, etc. It's time to conduct a deep cleaning: A/C cleaning, carpet shampoo, pull furniture, gets under bed frames, clean behind frames/mirrors, vacuums cleaned with fresh belts and filters, and more. Focus on meal delivery from the hotel restaurant

Hoteliers can take steps to increase restaurant sales during the COVID-19. Reconsider your marketing campaigns and try to find effective means of limiting declines like offering specials or deals (two-for-one meals, a free dessert). Even though you might lose money by giving away free items, it still helps increase the bottom line. Remember about concierge apps that can help provide both hotel guests and no guests with the option of meal delivery right to their rooms without even talking to someone. You can find more information here: https://hotelfriend.com. Stay up-to-date on available forms of relief

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Be aware of government assistance and financial support during corona virus in your area. In most countries of the world, governments defer payments, cut taxes, launch business support grant funds, make low-interest working capital loans available to businesses, etc. Addition, large and small companies try to help their employees, customers, and the community by providing free software, resources, sharing services, courses, and more. For example, Hotel Friend launched a free software program to help hotels overcome the severe economic impact on their business caused by the novel corona virus. Reconsider existing health and safety techniques, policies, and procedures

Given the contagious nature of the virus, it is crucial to have appropriate health and safety policies in place, especially for hotel business that relies on in-person interactions. In these contexts, hoteliers should promote proper health and safety measures, which may include the following: Self-service pay systems.

Orders through mobile apps.

Non-contact service and order deliveries.

Complimentary hand-sanitizer stationed at the entrances and exits.

Suspension of unnecessary work-place gatherings.

Readiness to deal with staffing reductions.

Also, hoteliers should closely monitor employees' health conditions and take reasonable precautions to ensure that the illness does not spread. Thus, hoteliers should implement, amend, reconsider, update or adopt set protocols to ensure the staff is not contributing to the spread of infection. The same refers to health policies, routine disinfecting of commonly used surfaces and other areas, specific actions to prevent the spread of the illness. It is good to have a detailed course of action for operating costs, worker's compensation and business interruption insurance coverage.

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Ensure the accuracy of the information on the corona virus

As new information is constantly appearing, not all of it is accurate. Hoteliers should take special care to share verified information and not contribute to spreading misinformation to customers and employees. You should read, share or post information from trusted sources like the Centers for Disease Control and Prevention and other trusted health care providers. In addition to potential misinformation, you can become a victim of a scam. Unfortunately, scammers take advantage of fears and anxiety and seek ways to use financial and other sensitive data, including confidential health information of employees and customers. So make sure you protect yourself against scams. If you have fallen victim to a scam, report it to a fraud reporting center in your area.

In the end, there is a variety of ways how to overcome these unexpected and challenging times and recover. Taking the actions above may help you return to doing business as usual.

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REASEARCH METHODOLOGY

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REASEARCH METHODOLOGY

The methodology pertaining the study entitled ‘‘THE IMPACT ON

HOTEL FUNCTIONING DURING COVID-19-A CASE STUDY ON HOTEL GRAND HYATT KOCHI” is being carried out under the

following. Collection of data Primary Data Secondary Data Preparation and finalization of Books Questions Newspaper Interview through Email Journals Magazines Websites

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1. COLLECTION OF DATA

The data collection for my research is carried out by primary and secondary data.

(a) Primary data

The Primary data is collected from the Employees working on Hotel Grand

Hyatt Kochi .Primary data are the data which the researcher collects through various methods like interviews, surveys, questionnaires etc.

(b) Secondary data

The Secondary data is collected from various resources which is related to the

topic. The researcher collects the data through various sources like newspapers, books, journals, magazines, websites, and government records.

2. PREPARATION AND FINALISATION OF QUESTIONS For the collection of data for my research I have prepared fifteen questions

which will cover all the aspects of the research. 3. CONDUCTING THE INTERVIEW With the formulated questions I collected all the required information about

“THE IMPACT ON HOTEL FUNCTIONING DURING COVID-19-A CASE STUDY ON HOTEL GRAND HYATT KOCHI” from Interview.

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4. RECORDING OF DATA All the information required to complete my research is collected by Interview Method through

Mail. The interview contains a set of ten questions and all the information is provided by the Employees working in Grand Hyatt for the completion of my research “The impact on hotel functioning during Covid -19-A case study on Hotel Grand Hyatt Kochi .

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DATA ANALYSIS

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DATA ANALYSIS

The analysis of data pertaining to the “The impact on Hotel functioning during Covid-19-A case study on Hotel Grand Hyatt Kochi” is analysed and represented given below. 1. TABULATION OF DATA Tabulation of data is conversion of collected data’s in to table format. so, it can be simply called a table. Table is a means of arranging data in rows and columns. The use of tables is pervasive throughout all communications research and data analysis. All collected data of my research was tabulated for analysis.

2. ANALYSIS OF DATA Analysis of data is a process of inspecting, transforming and modeling data with the goal of discovering useful information, suggesting conclusions and supporting decision-making

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Number of foreigners arrived during Jan 2019 to Nov 2020

Year Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec

2019 800 400 500 700 600 100 150 300 650 300 200 200

2020 300 200 70 10 0 60 50 100 70 80 100 0

In the year 2019, there are more arrivals of foreigners when compared to the

year 2020.There arrived 4900 foreigners in the year 2019.But due to the pandemic in the year 2020 the arrival of foreigners got decreased. Only 1040 foreigners arrived .There occurred a huge difference in the arrival.

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Number of foreigners arrived during Jan 2019 to Nov 2020

0

100

200

300

400

500

600

700

800

900

JAN FEB MAR APR MAY JUN JULY AUG SEPT OCT NOV DEC

Chart Title

2019 2020

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Number of events from January 2019-November 2020 Year Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec

2019 350 250 270 320 300 250 240 360 335 280 270 300

2020 220 180 70 0 20 20 40 120 200 100 250 0

We all know that Grand Hyatt Kochi is a well known hotel for the destination for many events.In the year 2019 there occurred 3525 events and in the year 2020 only 1220.When we take the month of May 2019 and May 2020 we can see a huge decline of the event due to the Covid 19.Not only May but also all the months saw a huge decline when compared to 2020.

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November of events from January 2019 to November 2020

0 50 100 150 200 250 300 350 400JanFebMarApr

MayJuneJulyAug

SeptOctNovDec

Chart Title

2020 2019

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Revenue from events during Covid -19 in the year 2020 1 2 3 4 5 6

.Weddings .Corporate meetings

Launch programs

Festivals Get together Parties

44% 8% 5% 8% 13% 22% Grand Hyatt is well known for many events such as weddings, corporate meetings, festivals etc. In the 2020 they got revenues from weddings, corporate meetings, launch programmes, festivals,get together and parties.44% of their total revenue is from weddings.22% from parties such as birthdays,baptisms etc.The revenue from get togthers are 13%.Only 8% revenue from festivals and corporate meetings. Launch programs add only 5% to the revenue.

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revenue

weddings Launch programmes corporate meetings festivals get togthers parties

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Marketing strategies during Covid 19 1 2 3 4 Offers. Social media

promotions Advertisements Paid promotions

6% 67% 12% 15% Grand Hyatt established many marketing strategies during Covid 19 to promote the sale. Social media promotions add the most marketing strategies .That is 67% of the total made the marketing strategies. Six percentages of the marketing strategies are by offers given by the hotel. Paid promotions made 15% to the marketing strategies. 12% of the marketing are from advertisements.

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Marketing strategies during Covid 19

Marketting strategies

offers social media promotions advertisements paid promotions

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? What special packages are you willing to introduce for weddings in the time of Covid 19?

Hotel Grand Hyatt Kochi provides many wedding packages to make the event as unique. They provide Picture perfect venues exquisite menus and an array of experts to the every need for the unique celebration. Some of the packages are Multi cuisine options for up to 50 guests Themed wedding Décor 1 night complimentary Grand suite for the couple with breakfast Welcome mock tails and soft beverages. Priceless celebrations at INR 1,99,999. Inhouse wedding specialists Poolside pre/post wedding parties Room options for residential weddings

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? How will you ensure the norms of social distancing and other hygiene related protocols to be followed during an event? The enhanced safety and well-being protocols are driven by the guidelines of Global Biorisk Advisory Council. The thoughtfully revised seating layouts ensure physically distanced set ups and accessories for meeting. Strategically placed signage in all public areas in the hotel help guests to navigate with ease and confidence. Contactless temperature check at entry, UV screening for luggage and car keys, automated hand sanitizer dispensers in public areas and frequent sanitization of high touchpoints complement the measures taken in the outlets and meeting halls. Adhering to the Government regulations, Hyatt maintain guest contact details post thermal screening. Guests are also encouraged to download and use Aroghya Setu App while on the premises.

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? What all facilities that provided for guest satisfaction at the time of this pandemic Covid 19? Supply disinfectant solution to all for every movement at entry door. Confirm the guest’s Nationality and enquire whether they have any health problems. Inform the Control Room, it they show any symptom of Covid-19. No shake hands, Only Namaste. Do E-check-in/check-out and avoid manual check-in/check-out procedures. Use mobile scanner or camera to attach guest’s ID proof. Encourage online money transfer. Spray disinfectant on luggage while unloading. All the staffs should wear advised face mask and hand gloves while dealing with a guest. Don’t use single passenger lifts for different group of people at a time. Sanitize the lift, lobby and lobby toilet after every use. Minimize the use of lobby toilets.

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? What all changes come after the outbreak of Covid 19?

The number one consideration post Covid 19 will be on health and safety which translates into hygiene and sanitation issues of the hotel

Staffs practiced to wear surgical gloves and masks to give confidence to the guests. Self-services and contact less delivery are promoted Revenue Management software to do the predictions of room occupancy and rates Robots for cleaning carpets and other surfaces. Guest mobile apps for avoiding contact with the premises Digital payments of bills

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?What measures were taken for the safety of employees during Covid 19?

Every employee entering the hotel will go through a wellness screening, in which their temperature is checked and they are asked questions regarding their current health status.

All employees will be provided a mask and required to wear that mask properly. Gloves will be provided to employees whose responsibilities required them All employees will receive training on Covid 19 safety and disinfection protocols with

more comprehensive training for our teams with frequent guest contact The frequency of cleaning disinfection will also increase in high traffic back of house

areas with an emphasis on the employee dining rooms,employee entrances, uniform control rooms,employees rest rooms,loading docks,offices and kitchens.

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? How did Grand Hyatt introduced various technologies for the safety protocols?

In May 2020 Hyatt introduced a GBAC STAR accreditation through a performance based cleaning, disinfection and infectious diseases prevention program that will focus on establishing hotel environments that are sanitary ,safe and healthy

The GBAC STAR accreditation will include detailed training at more than 900 Hyatt hotels worldwide and Hyatt intense to complement this with regular internal and third party auditing

GBAC is a division of ISSA, the world wide cleaning industry association and is composed of leaders in the area of microbial –pathogenic threat analysis and mitigation, designed specially to deal with biological threats and real time crisis Like the Covid 19 pandemic

Hyatt Hotel have a person called Hygiene Manager to look after the Covid protocols Plexiglas has been installed at the front desk All guestroom keys will be sanitized before distribution although hotel encourage mobile

keys Guest rooms are sanitized properly. Only registered guests will be allowed on properties

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? What all safety measures are used in guest rooms? Enhanced cleaning protocols for guestrooms, including the removal of high touch items

and minimizing the number of times our hotel teams enter guestrooms Knock & Go room service. To promote safety for the guests all room service orders will

be delivered to the door To minimize contact employees will knock on the door or ring the door bell to notify the

guest upon the delivery of the order Grab and go options are also available

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? What are the protocols used in swimming pool of Grand Hyatt? The pool will be opened, with a limited capacity, in accordance with directive from the

state and local government Pool chairs will be configured in group of two to allow for a least six feet of separation

between groups of guests travelling together Pool chairs will be sanitized between each use Day bedswill be available, however, maximum occupancy will be limited to 2 per daybed

or 4 per family to accommodate social distancing Fitness centres is opened 24/7, with social distancing and additional cleaning protocols in

place

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FINDINGS

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FINDINGS

The outbreak of pandemic Covid 19 has brought a drastic change in the hotel industry.

The changes in hotels as the result of Covid 19 gives more importance in the hygiene practices.

The small industries can adopt the safety protocols by Grand Hyatt Kochi The safety measures provided for the guest paved a way for confidence to

explore Grand Hyatt Change in the number of employees working at a time in the hotel The upcoming entrepreneurs can set Grand Hyatt as an example to develop

precautionary methods The marketing strategies of Grand Hyatt helped in recovering the business

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CONCLUSION

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CONCLUSION

I started my research with on the aim to find the impact of hotel functioning during Covid 19 at Grand Hyatt Kochi. After the pandemic arrival there was high demand of the guest and upcoming Entrepreneurs to know about the changes in the working pattern of the hotel and the new changes to be done to hotel before the starting of a new enterprise.This study focuses on the hygiene protocols ensured by Hotel Grand Hyatt. The results of the research would be helpful for the small business entrepreneurs to adapt the methods used by Grand Hyatt. There was a number of changes occurred in every sectors of the hotels. Suggestions are made for how the upcoming Entrepreneurs can follow the methods to ensure the safety of the customers as well as the employees.

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SUGGESTIONS AND RECOMMENDATIONS

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SUGGESTIONS AND RECOMMENDATIONS

There should be proper time schedules for the employees. The management must ensure the health report of the employees as

well as the guest is been checked regularly whether they are having any symptoms of Covid-19 or not.

The Management must ensure employees are practicing Covid protocols such as maintaining social distancing, washing hands at regular intervals etc

There should be regular sanitization of things like pen used by the customers

Avoid dining in restaurants and encourage dining in the room itself.

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LIMITATIONS OF THE STUDY

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LIMITATIONS Due to the pandemic, we weren’t able to collect the information directly I am not completely satisfied with the project accuracy since we didn’t get a good

number of references. The management was also reluctant to arrange a direct meeting due to the

situation.

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BIBLIOGRAPHY

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BIBLIOGRAPHY https://www.mckinsey.com/industries/travel-logistics-and-transport-infrastructure/our-

insights/hospitality-and-covid-19-how-long-until-no-vacancy-for-us-hotels https://www.businesswire.com/news/home/20180428005020/en/Grand-Hyatt-Kochi-

Bolgatty-Opens-Kerala-India https://www.hyatt.com/info/coronavirus-statement https://www.thehindubusinessline.com/news/lulu-group-announces-launch-of-bolgatty-

grand-hyatt-projects/article23673921.ece https://m.economictimes.com/industry/services/hotels-/-restaurants/hyatt-plans-to-open-

11-new-hotels-in-india-by-2020-end/articleshow/72964378.cms https://hospitality.economictimes.indiatimes.com/amp/news/operations/housekeeping/hot

el-housekeepers-frontline-warriors-against-covid-19/74944713#aoh=15991967575865&referrer=https%3A%2F%2Fwww.google.com&amp_tf=From%20%251%24s

http://bwhotelier.businessworld.in/article/Dream-Weddings-at-Grand-Hyatt-Kochi-Bolgatty-/28-07-2020-302434

https://www.google.com/url?sa=t&source=web&rct=j&url=https://revenue-hub.com/covid-19-impact-on-the-indian-hotels-sector/&ved=2ahUKEwiFqsSUlPDrAhVJOSsKHW2oDqIQFjALegQIARAB&usg=AOvVaw2uFAQ2OsupmJlbuziFfAmf&cshid=1600344728988

Human Resource Management in the Hospitality Industry By Michael J. Boella, Steven Goss-Turner published: 2013.

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APENDIX

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APENDIX What is the percentage of the Covid-19 effected in the hotel ? Compare the foreign customers achieved in 2019 with 2020? Compare the number events from January 2019 to November 2020? Can you give the data of the revenue from events during Covid 19 in the year 2020? Can you give the data of the marketing strategies during Covid 19 in thevyear of 2020? What are the special packages are you willing to introduce for weddings in the time of Covid 19? How will you ensure the norms of social distancing and other hygiene related protocols to be followed during an event? What all facilities that provided for guest satisfaction at the time of the pandemic Covid 19? What all are the changes come after the outbreak of Covid 19? What measures were taken for the safety of employees during Covid 19? How did Grand Hyatt introduced various technologies for the safety protocols? What all safety measures are used in guest rooms? What are the Covid protocols used in swimming pool of Grand Hyatt?

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THIS COPY IS REFERENCE ONLY FOR THE STUDENTS OF Department of Hotel Management Christ College Autonomous, Irinjalakuda