Keeping everyone safe
A recurring theme for big hotel chains is getting independent verification that they are doing the right things in the right way. Much more is being said about this as the rival chains compete with each other to retain loyal customers and attract new ones. For traveller’s holiday hotel social distancing is likely to require some research. Alison Brittain CEO of Premier Inns struck a cautionary note: “We think people will travel domestically, and why would they stay in high spec hotels when they can’t use any of the social areas, bars and restaurants, anyway“
Past, Present and Future
“We hope that you and your nearest and dearest are well. The corona epidemic has brought about a lot of changes and has also given us plenty to think about. Things which were self-evident can no longer be taken for granted. We have become acutely aware of just how much we miss normal daily activities. A warm greeting accompanied by a handshake, giving someone a hug, going to see friends or family, embarking on a business trip and visiting a restaurant or hotel. All of these actions are now sadly absent from our lives. Although normality is slowly returning, this will be a ‘new normal’”.
The Trade Perspective
The American Hotel & Lodging Association – which has many leading brands as members has outlined their approach and the philosophy behind it:
“Hospitality at its core is an industry of people taking care of people. The safety of our guests and employees has always been our number one priority. Now as we work to reopen our nation’s economy, we want to ensure travelers that hotels will be cleaner and safer than ever before when they are ready to resume traveling once again.
To meet the new health and safety challenges and expectations presented by COVID-19, the AHLA is launching Safe Stay. This new initiative is focused on enhanced hotel cleaning practices, social interactions, and workplace protocols, while ensuring transparency throughout the guest journey.
Safe Stay will seek to change hotel industry norms, behaviors and standards to ensure both hotel guests and employees are confident in the cleanliness and safety of hotels once travel resumes.”
Third Party Verification & Assessment
Hotels will be taking steps to limiting guests per floor or imposing maximum guest occupancy rates. Particular emphasis is being placed on external verification and accreditation of the changes to be made and the processes employed.
Accor are “launching a unique cleanliness and prevention label: ALLSAFE. Run by Bureau Veritas This unique service covers those measures needed to get back to business and stand out in your market. Crucially, it gives a complete, independent return to work assurance to employees, stakeholders and customers – all from a global leader, operating in more than 140 countries worldwide.”
And the Avani chain will be adopting new technology, such as digital check-in/check-out as well as concierge service, copper protection coating, UVC light and HEPA-grade air purifiers, all in compliance with the guidelines issued by the Centers for Disease Control and Prevention (CDC) and the World Health Organisation (WHO). Their approach is branded AvaniSHIELD.
Like many others IHG is concerned to give guests confidence and hotel teams appropriate protection. The Group includes, amongst others, Intercontinental, Kimpton, Crowne Plaza, Hotel Indigo and Holiday Inn. The approach adopted will “to reflect the advice of the World Health Organization, Centers for Disease Control & Prevention and local public health authorities in markets around the world”.
The small print about self-distancing
Hers’s the IHG approach – Sorry about the list below but you might as well know what to expect! Seems to me this is a sensible list so you can use it as a checklist if booking with another chain or more basic hotel.
Reception:
Reduced contact at check-in, touchless transactions, front-desk screens, sanitiser stations, sanitised key cards, paperless checkout
Guest Room:
Visible verification of sanitised items (e.g., glassware, remote control), reduction of in-room furnishings/high-touch items, new laundry protocols, use of new technology
Public Spaces and Facilities:
Additional deep cleaning of high-touch surfaces, social distancing, “last cleaned” charts, best practices for pools, fitness centres and lounges
Food & Beverage:
New standards and service approach to buffets, banquets, room service and catering
Supporting the Wellbeing of Guests and Colleagues
Enabling the personal wellbeing of guests and colleagues is key. IHG is working closely with a team of medical experts at the world-renowned Cleveland Clinic to develop guidance and resources for hotel teams on returning to work and keeping guests safe in this new environment, which may include:
Cleanliness information in hotels and on IHG’s booking channels
Social distancing operating procedures and signage
Guidance on the use of protective equipment as necessary by hotel colleagues
Updated colleague training and certification
Availability of individual guest amenity cleaning kits
Hand sanitiser and disinfecting wipes available in guest rooms and at high-touch points throughout hotels
It won’t just be hotels that change!
Museums, World Heritage sites, cafes, restaurants and public transport et al will all have new modes of operation which no doubt will involve queuing and advance booking. Time to review your time management! And learn to cope with self distancing….
Stuart McAdam
TheMcAdamee ~ Holiday Hotel social distancing ~