Experts predict how Covid-19 will impact the future hotel experience 2020 has been one of the toughest years ever for the hotel industry. According to Visit England, room demand decreased in July 2020 by 70.2%, when compared to the same month last year.
Whilst pubs, restaurants and bars have adapted to restrictions and have become accustomed to the change in consumer demand, by switching their focus to delivery services – what are the similarly effective changes the hotel industry can make?
With a full recovery predicted to be as far away as 2023, any changes are likely to be in place for a significant period, so it’s certainly worth the investment.
Kevin Ryan, UK Partner Manager at the Workforce management platform Planday, whose customer-base includes Best Western and Bespoke Hotels, shares some practical tips on how to switch up operations effectively – and invest in getting guests back into hotels:
Cleaning standards
“Whether your business is a boutique operator or part of a multinational chain, the expectations of cleaning standards have changed. This includes a deep clean of all the rooms and surfaces, removal of items such as decorative pillows on chairs and regular reminders of the new cleaning standards you have implemented to give your guests peace of mind.
“For branded hotels in bigger cities, this will also include a series of baseline cleaning standards across the chain. More than anything, people want reassurance that your hotel’s cleaning standards are as high as possible and care is taken to protect your guests and your staff right now.”
Contactless or touchless check-in
“Every touchpoint of a guest’s hotel experience – from check-in and passport scan to check-out, payments, door locks and even the food and beverage standards – will have to be automated, which means managing your hotel staff in a new way.
“Just as restaurants have adapted to increase the use of food delivery services with contactless food drops in the past few months, hotels should take a similar approach, by taking steps such as streamlining the menu to fit your guests’ expectation and facilitating contactless drops from staff.”
Staff management
“As with any business in the experience economy, the people make the difference. With the gradual increase in consumer spending on experiences again, it has never been more important to invest in your best asset – your people.
“Your staff expect up-to-date advice and communication, plus the ability to change and swap shifts as needed.”
Get into the cloud
“It’s never been more important to be able to run your business from anywhere. Ensure your hotel’s digital toolbox is in the cloud so you can make better decisions in real-time from your mobile device. There is also a hygiene bonus here as there is no need for engineers or technicians to visit your hotel.”
Think about your building uses
“While large gatherings such as conferences and weddings might be postponed for now, there are still smart ways to use your building spaces and generate additional revenue for your business.
“Can you offer bespoke packages for smaller gatherings? Or could your hotel kitchen partner with a local hospital to provide catering for frontline workers?
Perhaps you could also offer longer-stay options in larger suites or apartments that would have used other channels previously.”
Communication
“As with the expectations around cleanliness, your guests will also expect to hear from you more. Keep in touch in the lead-up to their booking and make it clear the effort and thought your hotel has put into making their stay memorable.
“Following their visit, it is just as important to seek feedback on the experience so you can better plan future improvements and also share their positive responses with your staff and those guests coming to stay with you next.”
Personalisation
“Personal and memorable experiences will help set you apart from your competition.
“This requires giving your staff the tools to understand your guests and to help you attract more of them. But it will end up being one of the best investments you can make in setting your hotel back up for success.”
Community
“Quality hotel operators understand there is a vital stakeholder beyond your guests, your staff and in some cases – your head office: and that’s the local community you do business in.
“Now is the time to ensure you are effectively engaging with the local community by sharing the changes to your hotel’s practices and how you are keeping your own staff as well – as those who live in the area – safe right now.”
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