Apart from the economic challenges that it poses to global businesses, the corona virus pandemic is forcing customer servicing industries like the hotel industry to innovate and reexamine their basic strategies for economic survival and preparedness.
While no sector could have prepared themselves for the devastating impact of this outbreak this time around, are they better prepared for the next global wave of viral outbreaks?
Yes, after the current lock down, the hotel industry is gradually opening up to business again, but will everything be the same as before February 2020? Is it going to be “business as usual,” or is there going to be a “new normal” post the economic lock down?
As a hotel owner or manager, here are five key differences that you should be prepared for in the post-coronavirus hospitality industry.
5 Key Differences in the Post-Covid Hospitality Industry
- Innovations for Social Distancing: Post the COVID phase; guests will naturally start expecting higher standards of social distancing from the hospitality industry. Technology-savvy guests may prefer doing room check-ins and check-outs on their smartphones instead of waiting at the front desk. Check-in kiosks in hotel lobbies are effective in implementing social distancing.Other innovations include key-less room entry using their smartphones in place of traditional room keys, or a greater preference for food service in the room instead of eating at the hotel restaurant.
- Contact-free Payment Options: With the World Health Organization encouraging the use of contact-free payment methods, the risks associated with handling physical cash is also dawning on the hospitality industry. Future-minded hotels could gradually shift from contact-based payment modes like cash – or even credit cards – to contact less methods like payment apps or digital wallets.
- Corporate Travel: With more companies switching to the “stay at home” model, corporate travel would continue to be affected, as companies would be hesitant to send their executives on a local or international trip. Hotels would look at technology innovations to enable “all-hands” corporate or executive meetings among remote workers. This could drive the adoption of advanced audio-video equipment and high-speed WiFi Internet in the hospitality industry.
- Enhanced Hotel Hygiene Standards: Post COVID-19, hotels will pay more importance to room cleanliness and hygiene. Even governments everywhere are enforcing stringent hygiene standards for hotels that include the latest housekeeping practices and health screening for visiting guests and staff. To help hotels comply with COVID-19 health guidelines, mobile apps are being launched to manage their daily operations and communications. Using personal devices like tablets, such tools are improving housekeeping efficiency with updates on guest requests and room preparation.
- Data Tools: In the post corona virus era, hotels will come to derive more business insights from their data models. Analytical tools that measure customer buying patterns, returns from pay-per-click campaigns, and the generated revenue per available room will gain more importance in decision making. This data can enable you to focus on the customer segment that will generate most revenues for your hotel, along with marketing strategies to tap into this segment.
As hotels around the globe look to survive this current outbreak, they are also preparing themselves for a new normal in the way this industry services its customers.
Hotels that invest in more contact-free and self-service technology have a better future in a business world that has become more conscious of individual health and hygiene.