HotelsLooking after staff and guests, and not forgetting the medics, keep spirits high at Hyatt Regency

Dispatches from the frontline: Bali

Bulan Bharata: Balinese are extremely resilient
Bulan Bharata: Balinese are extremely resilient Photo Credit: Hyatt Regency Bali

BALI - In Indonesia an estimated 700 hotels have closed, 169 of them in Bali. Most businesses in Sanur and Bali, including hotels, restaurants, beach bars, cafes, shops, dive centres, co-working space and spas are closed.

Less than 15 hotels in Sanur, including Hyatt Regency, remain open.

How are we coping with coronavirus?
By minimising operations – we closed Omang Omang restaurant, save energy and minimize employee schedules. As of now, we have not sent our employees home unpaid but different hotels take different measures.
We encourage our staff to take days off instead.

Most hotels let their daily workers and apprentices go first, but we have tried very hard to retain them. After all, they have contributed so much to our hotel we cannot just dismiss these young staff.

One way for us to keep jobs is through a staff  food delivery service from our Pizzaria.

How are the locals coping?
Most locals who have been laid off choose to remain home or go back to their home town in other parts of Bali. Family and community support is at an all-time high.

One only need to take a look at Facebook community groups to see how they adapt their jobs – many are selling food from home, selling masks from fabric, delivering groceries and more.

Balinese are extremely resilient as we’ve gone through two bombings, the Mount Agung eruption and we have always kept our faith that this shall pass.

Some businesses like The Lawn in Canggu and Warung Kecil next to our hotel are giving away free food to those who need it.

I heard a villa owner in Uluwatu has invited staff to stay in the villa so they don’t have to pay rent.

Another hotel owner in Singaraja pays his employees five-times the salary so they can keep families safe.

Gojek, the bike-taxi app from Indonesia, re-allocated its staff holiday bonus to the bike drivers instead.

Everyone is doing what they can to help out.

Precautionary measures.

Below are the actions we have taken:
1. Temperature checks for everyone, including guests, staff, suppliers, visitors who enter the hotel
2. Placing hand sanitizers in lobby, restaurants, back of house, entry points, disinfecting public areas hourly,  including  lift buttons, and providing mask for guests who ask
3. For guests who have high fever we have a dedicated quarantine space
4. Giving  mandatory training to all associates on Covid-19 and how to prevent
5. All guest-facing staff must wear masks
6. Placing “wash your hands” sign on all public toilets
7. Stopping buffet service and cancelling all social events
8. For those who feel unwell, we have an inhouse doctor and clinic as well as 24-hour on-call doctor
9. ‘Social distancing tables’ in Pizzaria and our canteen

Catur-Muka statue, Hyatt Regency Bali
Catur-Muka statue, Hyatt Regency Bali

How we are helping our guests, the local community and our social media audience.
On Monday 23 March we delivered jars of cookies with Thank You messages to medical workers in Sanglah General Hospital, the appointed hospital for Covid-19 patients in Bali.

We also tailor our messaging on our social platforms to be relevant (no promotional post other than the delivery service).

We want our followers to know that we’re in the same boat and we’re here to make the best of their stay home so we started #HRBStayAtHome series sharing recipes, wellness tips, hygiene and cleaning tips from our chefs, spa therapists, hygiene manager, and housekeeping manager.

We also have an ongoing series where we ask our associates their wishes after this situation is over; what positive things has 2020 given them and movies and  book recommendations from the team, all of which are very personal and keep everyone in good spirit.

For guests who have booked with Hyatt, we waived cancellation fees for stays until 30 June 2020.

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