Hospitality and tourism take a huge hit in a global crisis like Covid19. People stop travelling. People stop spending. But as was proved with SARS, the industry will bounce back.
Hospitality is all about taking care of people. And now, more than ever, you must show how much you care.
What actions can you take now to build a better platform for opportunity in the future?
We’ve compiled a list of some of the best Covid19 customer initiatives we’ve seen so far from our range of clients worldwide - hotels, entertainment venues, theme parks and retail locations.
Establish sanitiser stations
Make hygiene convenient and anti-bacterial supplies accessible for everyone.
Increase in-room dining options
People are anxious and opting to self-isolate. Provide them with more variety so their in-room experience isn’t just limited to the trusted club sandwich.
Implement a ‘no handshake’ policy
Train your concierge and front of house staff to meet and greet visitors in a new way. It may seem impersonal at first, but once your guests understand the intention, they’ll be very grateful for the action.
Establish an isolation area
Create a safe and secure area on the premises, stocked with face masks and other supplies for anyone who becomes ill. Let staff and guests know that this area is available for their use and follow correct protocol immediately when an illness is reported.
Reassure guests before they arrive
Boost your pre-stay confirmation email with understanding and compassion. Reassure your imminent guests with all the precautions you’re taking to make their stay a safe one.
Increase your in-stay communication
During this time your guests will most likely want privacy. Provide them with the tools to communicate directly with you from the convenience of their room. Check in with them regularly, show you care and provide access to reliable information.
Avoid overcrowding
Stagger check-in times and if events are still taking place on the premises, stagger registration times so that overcrowding doesn’t become a concern. Spread the tables in your restaurant further apart to make your guests feel more comfortable.
Be flexible
Don’t give your guests a reason to be dissatisfied before they’ve even arrived. A global crisis like Covid19 will make people change their plans at the last minute. Show compassion and delight them with a waived cancellation fee or a credit note for another time.
Remember, your job is to take care of people. The more you do this now, the more likely they’ll come back when the crisis is over.
During times of uncertainty, consistency is critical. Consider all the facts and make sure you’re getting your information from reliable sources. Don’t encourage further hysteria with over-the-top behaviour. Be consistent. Be calm. Over-communicate. And be yourselves.
Not sure where to go for reliable information? We recommend the World Health Organisation and your national Department of Health for expert advice and reliable information.
This blog post was originally posted on localmeasure.com.
