Hotels have begun revamping their existing service protocols and standards for guests following the COVID - 19 pandemic.
Essentially a ‘people’ industry, the hotel industry stands to lose if people fear travelling and meeting other people which is something Hotels would have to counter in this COVID era. 

A systematic and comprehensive review ought to be undertaken during this lockdown period in order to ensure that business recovery after lockdown occurs in a safe and efficient manner. 

While the hospitality industry has weathered many storms in the form of SARS, swine flu and the like, the current situation is indeed ‘novel’. Flexibility and adaptability will go a long way to ensure successful navigation of the path to recovery.

Having the right protocols taking in consideration the current market scare with Coronavirus, and the right set of tools for efficient and seamless implementation is something that is going to be mandatory for Hotels.

Staff and other employees need to be trained and briefed to be extra diligent with the regular sanitization of guestrooms and all public areas. One of the most significant obstacles hotels will have to overcome is regaining guest confidence in the safety, health and hygiene standards maintained by hotels. 

Customers will expect contactless experiences and also demonstrate preferences for hotels and lodging facilities that communicate enhanced sanitation and hygiene protocols. In such a scenario, zero maintenance buildings, touch-free interactions and technology based sanitization will evolve as a new normal for hotels.

All employees along with guests need to be screened regularly. Various protocols have been released by state and central government for Hotels opening up in this COVID era, also making it compulsory for staff and guests to compulsorily have Aarogya Setu App for surveys.

Highest standard of sanitization should be maintained in the kitchen with staff wearing fresh uniforms and sanitizing themselves regularly and also wearing gloves and masks. Precaution should also be taken by washing vegetables and cleansing packets as well.

To maintain social distancing during meals, hotels should provide guests better privacy by extending meal timings and taking reservations. 
The hotels would need to reduce points of contact and people entering the property should understand and feel that the hotel values their health & safety.

Extended precautions should be taken with vehicles being booked for transfers. Regular sanitization along with the chauffer wearing gloves and masks and the availability of sanitizers in the vehicles is something that should be mandated.

Luggage being brought in by guests along with any incoming items must be sanitized prior to entering the property.

While having a deep digital footprint in your marketing communication platform typically is critical to success, during a time of crisis it is mandatory. 

Improving their online reviews strategy is important, taking in consideration the current scenario. Reviews citing enhanced sanitation and a hygienic setup will help hotels build the right image to attract more clients. 

In this moment of isolation, it is essential to stay close to guests by maintaining a continuous and positive relationship will your online community.
 

Updating websites with photographic and video graphic content of sanitisation and contactless experiences will help hotels communicate the right atmosphere to the clients and make them feel more confident to stay at their property.
 

With huge number of business and leisure travellers scared of contracting Coronavirus while traveling, the demand is down to unprecedented levels. Hotels would have to update their rates to be competitive and reflective of the nature of the crisis.

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To SUM UP, the road to recovery is long and hard to predict, but one thing we know for certain is that the Hospitality industry may never be the same. The organisations that rethink their businesses while keeping an eye on the human experience are the one’s that would thrive in the future.

Customers will eventually be back and some of our preferences may have changed but empathy and attention to detail will always be in Demand.