New Zealand has fortunately been able to enjoy a COVID-19-free summer in the past few months, hence the country was taken by surprise, when the government announced the raising of the COVID-19 Alert Level on 14 February 2021 at 7.00pm. Community transmission cases were reported, and the country was given just five hours’ notice on the Alert Level change, with Auckland moving to Alert Level 3 and the rest of New Zealand to Level 2 for three days.

This meant restricted movements for many employees and guests at Millennium properties in New Zealand. Fortunately, there was a high level of cross-functionality amongst employees, and each hotel and its staff were able to organise themselves quickly and efficiently to manage this sudden Alert Level change.

Millennium & Copthorne Hotels New Zealand Managing Director Mr BK Chiu said, “While New Zealanders have been lucky to have a high degree of freedom of movement, we know from our colleagues around the world that we need to be prepared for the unexpected. The reality of COVID-19 demands that we become ‘multi-dextrous’ cross-functionally so that we provide the best level of customer service whatever Alert Level we find ourselves in.”

Copthorne Hotel and Resort Bay of Islands faced a major event cancellation due to the abrupt changes nationwide on activities and movements.

General Manager Mr Brad Watts said, “The Alert Level change meant that many guests could not travel to our hotel that week and take part in a three-day event held at the hotel, with hotel occupancy then dropping from 96% to 13%,” he said.

Besides the abrupt rostering changes, there were other concerns.

Mr Watts added, “We were not going to let the produce we bought go to waste so, thanks to quick thinking on the part of our Executive Chef Johnny, we immediately changed the daily specials in our restaurant, utilising the produce we brought for the event and a blackboard menu. The Beef Bourguignon we served was a particular hit with our guests!”

Since then, there has been see-sawing disruptions between lockdowns. After the country returned to Alert Level 1, Auckland was once again moved into Alert Level 3 and the rest of New Zealand into Alert Level 2 for a week, following community transmission. Despite this, the hotels remain vigilant and well-equipped to manage future Alert Level changes.