When contactless became the buzzword last year, Front Office Manager, Swati Thakur was part of ideating the touchless arrival and departure experience at Taj Lands End . She engaged with external agencies for IT support, outlining SOPs and rolling these out in the hotel. “The programme was adopted company-wide during the pandemic. Named iZEST, it helped us boost productivity and efficiency at the front desk with the introduction of touchless service, reduce guest waiting time, increase the capture ratio of customer
profile,” she stated.
Moreover, Thakur conceptualised a ‘Celebration package’ in September 2020 as an alternate revenue stream to leverage demand from staycations at Taj Lands End. This idea revolved around selling celebration packages to guests before they visited the hotel.
Explaining this, she said, “We created an e-brochure for celebrations, and communicated this to guest pre-arrival. I was involved in its design, employee training, and company-wide rollout of this process.” She added that this idea generated INR 5 crore revenue between September 2020 and November 2021 for IHCL.
