FOR the hotel industry to survive, tourism needs to be restarted, with clear standard operating procedures (SOPs) and mechanisms in place.

       Reduction of fixed costs, restructuring of manpower and staff multi-tasking are some of the strategies for survival.

       While putting in place their rate structure to tap into the domestic market, hotels are also focusing their promotions on groups planning for meetings and social events, with a set-up that complies with SOPs.

       “The tourism industry can be improved and enhanced along the way but the government must not reverse on the re-opening of the sector.

       “Better management of revenue, on top of productivity-based costs, will guide the industry through the recovery,’’ said Malaysian Association of Hotels CEO Yap Lip Seng.

       Hajjah Emmy Suraya Hussein, President, Malaysia Budget Hotel Association

       The industry also needs to plan ahead to rebuild its talents and workforce and be ready for a very competitive market.

       The government should outline a map of recovery for the opening of inter-state and international borders, for example, within Asean and China.

       Talks with overseas counterparts should be started, with the industry being kept in the loop.

       “Thus, we can channel our marketing efforts accordingly,’’ said a member of the Malaysian Association of Hotel Owners (MAHO).

       “Win the confidence of the public with clear messages around strong and consistent SOPs; run a holiday-at-home campaign and leverage fatigue with staying at home via attractive, safe and new dining experiences,’’ said another MAHO member.

       To focus on the domestic and family markets, some hotels are embarking on a rebranding exercise and upgrading to cater to different markets such as the holiday-cum-work segment.

       The infection rate as a result of travelling should be monitored and if necessary, Covid-19 tests should be required even for those fully vaccinated before hotel check-ins.

       Vaccination should also be compulsory for workers in the hospitality industry while communication on Covid-19 should be streamlined through a single agency.

       Hanley Chew, founder of JustTonite

       “It will be a reset and relook into the service delivery and commitment among hoteliers; vaccination status, not just for guests but also the hotel staff, will be a great concern to the guests,’’ said online hotel booking platform JustTonite founder Hanley Chew.

       Substantial investments were made in ultraviolet-C (UV-C) air disinfection sanitiser units in public areas – air conditioning systems, inside guest elevators and guest rooms, reported a MAHO member.

       UV-C lamps are placed in each guest room for sanitisation before the arrival of the next guest.

       “With the experience of this Covid-19 pandemic, hotels will continue to review existing SOPs; future investments and expenses will also take into account a possible recurrence of this pandemic,” said Iconic Hotel Penang general manager Kevin Cheah.

       Kevin Cheah, general manager, Iconic Hotel Penang

       In view of the losses over the last 18 months, MAHO members have requested for:

       > Waivers and discounts on water, hotel and beer house licences as well as for live band and Music Authors Copyright Protection.

       > A waiver on the 6% digital tax of total commissions charged by online travel agents (OTA); service tax of OTAs to be borne by OTAs themselves and not directly deducted from hotel payments; the government to monitor the maximum percentage of commissions for OTAs.

       > Discounts on electricity for 2022.

       > A 50% rebate on hotel assessment and quit rent for the next two years.

       > Levy on the Human Resource Development Fund to be waived for the next two years.

       > Heritage tax of RM2 per room night (collected on behalf of Melaka state government) to be waived for the next two years.

       > Continuation of the wage subsidy programme for 2022, as all hotels are not expected to breakeven in the near future.

       > Only locals are to be hired for positions at all levels until 2024.

       > For companies that rehire, 50% of salaries to be paid by the government up to the level of head of department, with a maximum of RM2,500 to be paid by the government for each employee rehired.

       > The exemption on service charge should be extended.

       “We hope for a one-off grant for hoteliers to resume business; a rebate of 30% to 50% on utilities and a 50% rebate or exemption from payment of quit rent and assessment,’’ said Malaysia Budget and Business Hotel Association president Emmy Suraya Hussein.

       To encourage local tourism, a personal tax rebate of RM1,000 should be given for spending on tourism for 2022, as well as a subsidy for locals to stay in registered hotels.

       Another suggestion was for a rebate of RM5,000 on personal income tax via individual hotel packages in Malaysia, including the purchase of local flight tickets.

       Properly scheduled and organised roadshows should be conducted in key markets to promote Malaysia; international and charter flights should be secured to Langkawi.

       The government sectors should be encouraged to hold events in hotels; free Covid-19 tests should be given out with government agencies and government-linked companies encouraged to hold functions or meetings at Langkawi.

       As hotels cope with their losses and put in place SOPs and other requirements, we should support them further and help them tide over this difficult period.

       While we also make reasonable demands on additional items to the packages, hotels should put up affordable pricing in view of reduced incomes overall.

       Yap Leng Kuen is a former StarBiz editor. The views expressed here are the writer’s own.