COVID-19 has altered the way we live, work, and socialize for a long time. However, the truth is, we cannot snap back to the way we used to live and travel before the pandemic. If you’re a hospitality brand that’s preparing to re-open post COVID-19, you’ll need to factor in these changing user preferences.
More and more countries prepare to return to normalcy by allowing domestic and international flights. However, travelers are skeptical about resuming travel, unless necessary. According to an EY study, there is going to be a shift in the way consumers travel once hotels re-open.
Keeping in mind the concerns that travelers are likely to have, hospitality brands must take every step and precaution to offer a safe and conducive stay to their guests.
Here are a few best practices to consider as you re-open your hotel or app for business:
Cleanliness and hygiene need to take priority now more than ever. Ensure processes for periodic deep-clean within and outside the hotel premises. Offer hand sanitizers monitor the temperature of guests during check-in. Offer separate disposal bags – one for used towels, one for used bedding, and one for waste disposal, and pickup by the housekeeping team.
Hilton ensures that a room remains vacant for three days after the guest checks out. During this time, they sanitize the room before it is offered to the next guest. To stay a step ahead, hotels will have to think of new ways to integrate wellness into the spaces that customers pass through usually.
Alibaba had already set the precedence for minimized human touchpoints last year with its high-tech hotel run entirely by robots.
Enable check-in, payments, and check-outs through your apps to avoid the crowd in the lobby. Also, enable features such as in-room order service, gym appointments, etc. through your app and website. Also, consider facial recognition or QR code scans through apps for guests to access the premises, elevators, and rooms.
Considering that most services will shift in-room, create a positive in-room experience for your guests. From creating a superlative ambiance within the room to introducing new dishes, find ways to revamp the experience, and ensure guests receive everything they need within the room itself.
You can also install virtual assistants such as Amazon Echo within the room, so guests can use it to adjust the room temperature, turn the lights on-off, etc. through voice controls.
If you’re considering re-opening the dining area, consider redesigning the space to ensure enough distance between the tables. To avoid close contact with other guests, you can also mark the space within the elevator and limit the number of guests using the elevator.
Oyo Rooms, the world’s fastest-growing hospitality app, plans to include markers on the floor to help guests maintain a minimum of 6-foot distance from each other for areas such as check-in, vending machines, etc.
Let your guests know when you are ready to re-open. Use digital channels to communicate the measures and safety precautions you’ve taken. Use surveys and feedback forms asking guests to provide suggestions that help them to trust your brand.
Retaining your guests’ trust and assuring them of safety is essential. Ensuring a hygienic environment and communicating them with your guests is the way forward to win customers back.
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