Purpose The purpose of this paper is to provide exploratory insights on recent innovative measures taken across different functions in the Indian hospitality industry. Design/methodology/approach The study draws on data from senior management of a newly developed Pullman Hotel, part of the group of Accor Hotels located in Aero City, Delhi. The study data was collected using structured interviews. Findings The study explores the various innovative measures adopted in marketing, human resource management and information technology to leverage operations, improve manpower efficiency and maximizing service effectiveness while keeping costs low for long-term sustainability. The study also gives some useful insights on other functions that need to be addressed such as food and beverage, operations, security, guest relations and finance. Research limitations/implications The study is exploratory in nature though the findings will be of interest to existing and newly opened hotels and to policy makers who need to know about the innovation trends in the hospitality industry. Originality/value This study reveals some of the recent innovative measures adopted by the Indian hospitality industry.

PurposeThis paper aims to examine new housekeeping procedures introduced in response to COVID-19. The pandemic has required hotels to reassess their standard operating procedures, especially in housekeeping to retain the confidence of guests in the hotel/brand via high standards of sanitization, hygiene and the maintenance of social distancing.Design/methodology/approachThe article draws on publications and announcements made by major brands and associations about their updated standards of cleaning, hygiene and sanitisation, social distancing and workplace protocols arising from the pandemic. Further, a survey was used to determine the impact of new processes on housekeeping teams and their perceptions of its effect on service quality, guests and employee safety.FindingsSome key new processes are: keeping the hotel room vacant for several hours after departure, the sanitisation of every room, cleaning and sanitisation of high touch points, linen and waste management and low frequency or complete avoidance of the cleaning of occupied rooms. The survey questionnaire establishes that housekeepers value their new standard operating procedures (SOPs) and agree that “clinically clean” is the new normal and essential to avoid cross-contamination and keep guests and employees safe.Research limitations/implicationsAs the pandemic is a current phenomenon, the guidelines and protocols are rapidly evolving. Hotels are innovating and looking for new processes to manage infection control. This study has mainly focused on cleanliness and hygiene protocols and procedures prevalent in the industry. Currently, future work could be useful to evaluate the long-term impact of COVID-19 on the new processes and procedures that have been deployed.Practical implicationsIn order to recover from the pandemic, the Indian hotel industry faces a colossal task. Even when the virus peaks have passed and hotels can safely reopen, the fear of infection will continue and so guest trust and confidence is essential. Given this, the paper should be of interest to hoteliers and policymakers seeking to implement the best possible post COVID-19 housekeeping practices.Originality/valueThis paper identifies and analyses best practice in hotel housekeeping in response to COVID-19. The new standards that are being adopted aim to assure hotel guests and employees about the hygiene and safety measures and standards that have been adopted.

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