With the recent increase in hospitality jobs, and states moving into phase three of reopening, we surveyed our Hcareers audience to gather their thoughts on how the hospitality industry will rebuild itself after Covid-19, and what changes they are hoping to see take place to help ensure a safer experience for both employees and guests.
Implementing sanitation practices
The word that is at the forefront of everyone’s mind is of course: clean (or some variation of it).
We’ve seen new safety and sanitation guidelines released from government resources including the Center For Disease Control, the White House and the National Restaurant Association, as well as AHLA’s Stay Safe guidelines that are being regularly updated. We’ve even started seeing many hospitality companies creating their own programs to detail their specific sanitation efforts.
When we asked our respondents “How do you think the hospitality industry will rebuild itself after Covid-19?” many commented on the new sanitation initiatives relating to reopening and the importance they will have on the success of hospitality companies moving forward, in order for employees to feel safe going back to work, as well as giving guests the confidence to book hotel rooms and make reservations in restaurants.
“Cleanliness and sanitation should be better, since in order for hotel and restaurants to open, we need to follow strict health and sanitation guidelines.”
Many also noted offering safety and sanitation training and certifying the employees before allowing them to participate in the service industry.. Training new and returning staff will be essential to making sure each hotel and restaurant is in compliance with the guidelines.
Building consumer confidence
One of the most important tactics moving forward for hospitality companies will be to be transparent about their sanitation efforts. Guests and employees will want to see surfaces being disinfected in between guest interactions, as well as mask being worn and hand sanitizer being readily available.
“It will be a very slow process, because guest’s safety will be absolutely essential to get people back in the door. Interaction will be greatly affected from the first point of contact through the entire guest experience. The public will be watching everything from host seating, server greet, and food and beverage delivery. Sanitizing all items between guest seating from chairs, tables, salt/pepper and sugar caddies, silverware and plates. Server safety, wearing masks, gloves and the handling of payment.”
As consumers start to gain more confidence in how your company is handling reopening phases, the demand will increase. This may also mean shifting your marketing strategy. Hotels are going to have to get creative with their marketing efforts, such as offering complimentary masks and packages of disinfectants at check-in, and posting pictures of their preventative measures on social media. In an age where technology is so accessible to everyone, companies can use it to help show that they care about their guests and employees.
Using technology solutions
In order to help keep all areas as sanitary as possible, interactions will also be changing. Each role will have new or revised duties to help keep areas as clean as possible throughout their shift. Most guest facing roles, such as from desk staff or servers will need to utilize new technology solutions.
“Safety of guests and staff will need to have a higher priority. Filtered air, purifiers, ultraviolet/ozone purifiers should be run routinely. Restaurants should be more open air and with further distance between guests, with reservations, preordered food and beverages and available at arrival.”
Companies will need to look to apps or new programs to still provide a great experience, but have less interaction between employees and guests to help keep the risk of infection low. Things like touch-less check-in/check-out and payment options, rates and the elimination of fees will be a key to increasing bookings. Some companies may also be able to create digital room services via phone apps with contactless delivery to rooms.
The most important message hospitality companies can get across to consumers right now is that they are doing everything they can to make them feel safe. As consumers gain confidence in companies’ efforts to protect them, they will continue making hotel and restaurant reservations, which in turn will help companies bring back more staff and revenue.
In the coming weeks, we will dive deeper into the separate survey result topics including; education and training, new practices and guidelines, and responses about the general outlook on the hospitality industry moving forward.
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