Client Spotlight: ONYX Hospitality Group’s

“ONYX Clean” initiative

In our recent webinar, guest speaker Craig Bond Executive Vice President, Operations at ONYX Hospitality Group, discussed the recent launch of his company’s enhanced safety and hygiene measures in response to the Covid-19 pandemic.

One of the fastest-growing hospitality companies in the Asia Pacific region, Bangkok-based ONYX Hospitality Group has 55 properties across eight countries, with 30 properties under development and three core brands: Amari, OZO and Shama.

TAKING HIGH STANDARDS EVEN HIGHER

Recently, ONYX Hospitality Group introduced the ONYX Clean initiative, a program designed to enhance operational hygiene and safety standards.

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CASE STUDY

Craig Bond Executive Vice

President Operations, ONYX Hospitality

Group

“We’re putting the initiatives in place across our portfolio of hotels and resorts so that when our guests come back we are ready for them,” Bond said. “We want to give them the confidence that our hygiene and safety standards are in place.”

He added, “We have also updated our operational policies and procedures to ensure that they complement our existing industry-leading health and safety initiatives. When it comes to hospitality, cleaning standards are already very high, so we’re not starting from scratch. We’re enhancing what we already do “

MAKING EVERY TOUCHPOINT SAFE

The ONYX Clean program will focus on high touchpoint and high visibility areas on property. “It’s important that we address every step of the guest journey from pre-arrival to arrival to departure,” Bond explained. “We want to make sure that every single hour, our high traffic, public areas and touchpoint areas are sanitized and clean.”

Initiatives include:

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Automated hand

sanitizers available

throughout the guest journey.

Every arriving residential guest will be requested

to complete a health and travel questionnaire.

Physical distancing will

be implemented in the event of

queues and waiting areas.

Key cards and touchpoint

collateral will be sanitized after every

use.

An ONYX Clean Safety Seal will be placed on

every guestroom

door.

Hourly sanitization of

high traffic public areas

and touchpoints.

Advanced hygiene and

safety protocols in all food and

beverage zones.

ROLLING OUT THE PROGRAM PORTFOLIO WIDE

While the program was developed from corporate office, the company engaged team members on property too. “It’s important that it then lives and breathes and continues once it actually leaves corporate office and rolls out,” Bond said.

As part of the rollout, the company has appointed ONYX Clean hotel champions, employees who will “live and breathe this program from the beginning—and forever,” said Bond.

Every property will receive an ONYX Clean hotel pack containing collateral, detailed operating procedures and training plans.

“We've also produced multilingual videos to demonstrate the enhanced cleaning procedures,” Bond said. “Every team member, regardless if you're a steward or a gardener, will go through the training to ensure they understand what our guests expect and what we expect of our team members.”

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KEEPING GUESTS INFORMED & SATISFIED

To inform guests and give them the confidence to stay, ONYX provides up-to-date Covid-19 information on its company website, on in-room televisions, in collateral and in signage throughout its properties, with a QR code linking to details of safety standards

HOW WILL STAFF ENSURE GUESTS ARE HAPPY?

“This digital component is important because the situation is evolving,” Bond said. “Some countries may change their rules and regulations. We want to make sure that we implement best practices across all 10 countries we currently operate in.”

He added, “We’re also making sure that our partners, OTAs and suppliers are communicated the ONYX Clean messaging and know what we’re doing as an organization”

“It’s all about the feedback,” Bond said. “We must deliver what we promise when it comes to safety and hygiene. And our visual collateral must be kept updated and in line with our standard operating procedures.”

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ABOUT ONYX HOSPITALITY GROUP

Based in Bangkok, ONYX Hospitality Group operates a collection of diverse yet complementary brands with properties in seven countries across the Asia Pacific region. The company has a robust development pipeline of 30 new properties in markets such as China, Japan, Laos, Malaysia, the Maldives and Sri Lanka, and has set a target of being the best medium-sized hospitality player in the Asia-Pacific region.

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