1. The hospitality industry has been facing significant challenges under the COVID-19 pandemic. What inspired Ovolo to launch the Ovolo Homecoming Project even under the difficult times of the pandemic?
An international pandemic can be a stressful time, especially for those who find themselves in situations that have become extremely financially demanding. With so much chatter in Hong Kong surrounding the implications of the mandatory quarantine period, we soon came to the realization that there were many people who needed to return home, but couldn’t afford to. It was actually Girish who first came across this realization, and so he personally took the initiative to start what we now call The Homecoming Project: a project to help bring ethnic minority Hong Kongers back home, by offering rooms at HKD $1/night to help them through the financial difficulties of a mandatory quarantine period. We sent out a plea on our CEO’s LinkedIn and received overwhelming support and excitement.
More information on our website here: https://ovolohotels.com/ovolo/offers/meet-your-quarantine-concierge/
2. The COVID-19 pandemic has sparked sustainability commitments from various industries. How has the pandemic been transforming the hospitality industry from a sustainability perspective?
The hospitality industry depends on a healthy global ecosystem, and also plays a major role in it. The sector accounts for approx. 1% of global carbon emissions as per recent research published by Sustainability Hospitality Alliance. Given the economic climate over the last year or so, some businesses have abandoned or paused their initiatives or are merely fighting for survival, while many more are using the down time to fast track or start the journey to align themselves with the future customer. This future customer, impacted by the pandemic, has grown a bigger concern about the environment and are now being much more conscious of where they are putting their money and their loyalty. With that being said, I expect a renewed focus and alignment across the industry to preserve the environment.
3. What are some of the most critical social and environmental issues facing hospitality? What is Ovolo doing to tackle them?
Water usage, energy usage, food waste and single-use plastic/paper related wastage are the key environmental issues across the industry.
We are currently working at all levels and below are some key initiatives:
- Use of energy saving appliances at all Ovolo Hotels, including LED Lighting.
- Use of HVAC integration for Building Management Systems in new buildings to automate energy usage and minimise GHG emissions.
- Other Initiatives:
- ‘Who Gives A Crap’ Toilet Paper (AU, Oct-19′) – 50% of profits donated to help build toilets & implement high-impact sanitation projects in the developing world
- Year of the Veg (GRP, Oct-20′) – First hotel group to go fully vegetarian, to be continued…
- Eco-Friendly Cleaning & Laundry Products
- ORCA Asia – Working to reduce food waste using this technology. Installed at 3 of the 4 large F&B outlets in Australia and considering more
- No single-use plastics in rooms, including eco-friendly mini bar
- Working with Food Made Good, a sustainability consultancy that helps us foster a sustainable-food system with our F&B venues in Hong Kong.
Staff wellbeing is probably the most critical when it comes to social sustainability in hospitality due to the pandemic and extended lockdowns. We have run various programs to assist team members and most recently have partnered with The Resilience project to curate a 10 month wellbeing program.
4. What are the challenges of going vegetarian in some of Ovolo’s hotels and restaurants? Does it become more generally accepted by the public due to increased awareness of green eating?
It has been a big learning curve for all teams, as well as our guests. The direction, however, is not new to us and throughout the last few years, we have been working slowly to go this way. The pandemic and closure of venues have actually allowed us to fast track this journey and reopen with a new concept, so we took the opportunity. Change is always full of challenges but this one has been rewarding and inspiring at the same time. Our key challenge moving forward continues to be kitchen talent, and this challenge will remain within the short to medium term. It is not easy to solely use vegetables to curate a flavourful meal that almost makes you forget you’re eating veg!
5. Ovolo has launched its range of OMG bathroom amenities that are environmentally friendly. Were there any hurdles in delivering results? How does Ovolo overcome these challenges?
We initiated this in 2018 – well ahead of market. It was a tough decision for hotel teams at first as individual amenities were associated with luxury. Reusable pumps seem to lack the personalised approach, and so to get around that we created a new brand for it under our principal of F.U.N (Fabulous, Unconventional & Never boring). This also aligns to our Effortless Living ethos. Guests appreciated it straight away and really embraced the change.
6. Apart from implementing several eco-friendly initiatives such as removing plastic straws, introducing reusable woven bags for slippers etc., what are Ovolo’s short and long-term plans to reduce its environmental footprint further?
I think we are only at the start of our journey. There is a lot to be done and achieved in this area. Currently we are reviewing all our activities and formulating a well-rounded plan to further improve in all areas. Green building initiatives, environmental criteria for supply chain, partners in compliance programs and waste management are key focuses for us on the environment front.
7. Ovolo places a strong emphasis on customer satisfaction and service. We have all heard of the exceptional service for guests who are quarantining. Does this commitment to have strong attention to customer satisfaction ever collide with sustainability concerns?
Not at this stage. We have balanced it well so far using our design-led approach to negate any issues. I believe guests are very mindful of it and when given an option are very willing to assist and join the cause. If anything, awareness is only increasing and sustainable initiatives are adding to guest satisfaction. There will always be some friction as we may keep gaining momentum but I am sure we will see more alignment than fall out from this.
8. In which direction do you see the industry heading in the coming five years? Ten years?
I only see ESG to become an integral part of the future. Businesses cannot ignore it for too long as guests, employees and investors will all demand this from you. I believe, we are all motivated and willing to do the right thing by the environment and society when give an opportunity. I expect very sudden change in this direction from the hospitality industry, and am very excited to see where it takes us.
