BACK in March last year, it was the bleakest of moments for seasoned hoteliers who, just weeks ago, were bracing for the Visit Malaysia 2020 tourism campaign. Instead, they are looking at the possibility of losing their jobs with the risk of also being infected with Covid-19.
They were dealt with just a few business options. They could transform into a quarantine hotel, deactivate services to just provide takeout food, handle a bare number of essential in-house guests – or temporarily close.
Some, such as Holiday Inn and Equatorial Hotels in Penang, opted for a permanent closure although the latter may reopen if the tourism sector reopens and flourishes.
For Rainbow Paradise Beach Resort's general manager Gulab Mahatam Raj and his marketing manager Michelle Richards, it was the epitome of a nightmare. A sudden surge in Covid-19 infections resulted in a movement control order 1.0 in March last year.
After millions spent on luring tourists, it was all gone within a flicker of a moment. All this due to a virus that infects as easily as breathing the air, resulting in a high death toll.
Rainbow Paradise has a unique hotel business model. Many of its units are owned by several investors (owners), with a large number from Singapore.
Gulab discussed with the hotel's board of directors and member-owners in Tanjung Bungah. Many of them initially rejected the offer as they were fearful of the stigma of inviting potential carriers of the virus into their units.
What were the prospects of converting the hotel into a quarantine zone for travellers returning to Malaysia/Penang? Gulab asked aloud.
The answer came early this year when the hotel defied the odds to break even in the operations costs although they were forced to let go most of their employees last year.
From a zero-revenue outcome to some income – it was noteworthy, said Gulab.
Gulab and Richards were also let go but the duo was recalled when the owners decided to sanction the proposition of turning the hotel into a quarantine zone last July.
The hotel was then designated as a persons under surveillance (PUI) quarantine hotel.
Twenty staffers together with Gulab and Richards were retained for the new business model. They would be assisted by frontliners from the Health Ministry, Rela, state civil defence corps and the city council (MBPP) as well as the police, who provides perimeter security around the property.
To ensure quality control, food services were outsourced to a caterer. But they must cook in the hotel's kitchen to ensure sanitisation.
The staffers including Gulab and Richards were retrained on new standard operating procedures with a strong emphasis on hygiene, tracking of movements and physical distancing. They also had to don the personal protective equipment (PPE).
"It was hot in the PPE but we took it as a challenge. We are hoteliers whose key competency is to make our guests feel welcome. But now we need to continue to do without our guests seeing our faces. The unknown was somewhat scary," said Richards.
It takes up to 20 minutes to put on the PPE.
The staffers were also multi-tasking by helping out at the kitchen, providing front office support, security rounds, housekeeping, and landscaping. In some cases, they offer a listening ear to travellers who need someone to talk to.
There are also maintenance issues such as faulty air conditioners and electrical malfunctions, while the food is served in disposal containers only.
Now, 16 months later, Gulab and Richards agree that the owners have made the right choice in allowing the hotel to become a quarantine hotel.
"It was the right choice in hindsight. We made the right call as we see our counterparts struggling more now as Covid-19 is the enemy No 1 of tourism," said Gulab.
They have accommodated close to 3,000 guests with no one reportedly contracting the virus when they were enclosed for a period of 14, 10 and seven days.
Although some travellers may now be confined for 21 days.
It is for those returning from high-risk countries such as India where the deadlier Delta variant is traced.
Rubbishing the wrong perceptions, Gulab said that with the health authorities present, the hotel is one of the most sanitised in Penang and well-informed about the virus.
Each time, a guest checks out, the room is specially sanitised. It cannot be used for three days as a precaution – this includes the walkway and areas that they walked by.
There are four other similar quarantine centres for travellers returning from overseas. They are the Bahang Bay Resort and three skills training institutes.
Out of the 230 rooms, 110 were allotted as quarantine rooms at Rainbow Paradise.
Those interned must undergo swab tests to ensure they are Covid- 19 free, be strictly confined to the rooms with three basic meals provided – breakfast, lunch, and dinner. Astro satellite television services were also offered.
They are also allowed to order from online delivery food providers. But the personnel are not allowed to bring the orders up to the rooms; that is done by the civil defence officers.
Security is tight with limited passageway as the guests are not allowed to roam.
There have been attempts to breach security. In one case a group of young men smuggled themselves into a room, but they were caught later by security.
To keep the guests preoccupied, Gulab said that they were provided with a good Internet connection network.
There are also language translators available for foreign guests.
There are restrictions such as alcohol consumption. Many guests have made personal requests which Gulab say they must politely decline.
Visitors are allowed but only for special reasons. They can meet at a common protective area in the lobby, while doctors are also on standby for any medical needs.
The hotel now registers an average of 35% occupancy whereas the majority of the other hotels only register 5% to 9% rates.
Gulab said that this would be an experience he would never forget. But like many other hoteliers, they hope that the old times can return. They can then fully entertain their guests and allow them to have the freedom of movement and choice. – The Vibes, June 29, 2021
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