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It is no secret that hotels, resorts, inns, bed and breakfasts have been struggling since the beginning of Covid-19 and will continue to do so until it is safe to again travel.

Here are 7 ways hospitality properties will change post Covid-19.

Welcome to another edition of Hospitality Property School.

I am your instructor, Gerry MacPherson.

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No matter what your current status is, hospitality properties will need to adapt quickly to meet consumer demands regarding COVID-19, especially if they want to benefit from the likely travel resurgence in later 2021 and beyond.

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When it is safe to travel again, there will be a spike in post Covid-19 travel and here are 7 ways hospitality properties will change post Covid-19 in their accommodation operations.

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7 ways hospitality properties will change post Covid-19 Introduction

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Removing and altering touch points

The pandemic has quickened the pace for already occurring trends.

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For example, more and more people were turning from cash payments and opting to use digital payment methods for in-store purchases.

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Hospitality properties will need to transform the ways in which guests interact within their spaces. We are going see an increased use of smartphones to pay for any services or upgrades.

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Some of these changes will include:

Electronic kiosks instead of human agents.

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Touch-free check-in systems via guests’ mobile devices for amenities and better customer experiences without exposing guests or staff to pathogens.

Integrating a hospitality properties app with multiple in-room functions such as heating, ventilation, air conditioning controls, moving the blinds and using the TV.

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Hallways and elevators will experience advancements such as voice-activated controls.

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Robot room service delivery and other innovations that reduce touches while streamlining the user experience.

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Touchless coolers in lobbies or gyms.

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Independent properties will need to offer such functionality and ensure their applications offer value because some guests might hesitate to download a property-specific app for just a few days.

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Firmer sanitation practices

Hospitality properties will have to dissect how their properties are kept clean and guarantee that they’re devoted to the cleanliness and safety for their guests and employees. In other words, they will need to formalize their “clean initiatives” to regain the public’s trust.

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This could mean hiring a cleanliness manager who develops plans and trains employees on proper Centers for Disease Control and Prevention-approved cleaning procedures to ensure the property stays in compliance with government and health department orders.

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Owners and managers will also have to include this in their marketing messaging to guests, so they’re comfortable about their stay and the brand’s commitment to safety.

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Some properties may also consider:

Cutting down on or eliminating daily housekeeping services.

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Enhanced cleaning frequency and potency

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Revising floor plans to keep guests separated

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Installing physical barriers where feasible

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Using ultraviolet light and other technologies to increase the scope of cleaning initiatives.

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Removing novelty features such as duvet covers and decorative pillows to adopt minimalistic designs that are easier to clean.

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Are these making sense? Let me know in the comments.

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Closed spas, gyms, swimming pools

Gyms, spas, swimming pools, and other amenities are likely to shut down temporarily or be limited in the services offered such as, designated time slots for guests to use the facilities.

Cleaning and disinfection times will need to increase before these services are reintroduced.

Temperature checks

Some hospitality properties will require temperature checks before being allowed on-site. This could include thermal cameras or infrared thermometers at reception desks for guests and employees to monitor any fevers.

Social distancing and masks

Many properties have asserted that they will impose social distancing by removing chairs and placing markers to help keep guests apart along with requiring guests to wear masks in common areas.

Reduced restaurant services

Many properties may have closed or controlled their food and beverage services by redesigning their restaurants to sit-down with spaced seating, adding antimicrobial surfaces and other attributes intended to reduce viral conditions and providing QR code-based menus.

Some are offering pre-made meal boxes, which can be an alternative when nothing else is available.

Others have opted for grab-and-go food stations that are operated with or without an employee.

There’s also a trend toward expanded amenities within the properties rooms to include small kitchens allowing guests to eat without leaving the property.

The breakfast buffet

During the pandemic, the breakfast buffet has been one of the hardest hit amenities offered by many hospitality properties.

Shared serving utensils, self-serve beverage stations, crowded lines for food and too many touchpoints are a bad combination when people are trying to social distance and keep illness at bay.

Unless things change dramatically, the buffet could go the way of the dinosaur.

There are 7 ways hospitality properties will change post Covid-19 but if you are a member of the Hospitality Property School Group, I am going to share how some hospitality properties could re-introduce their buffet services.

In conclusion

Even after COVID-19 fades, health and safety concerns will continue, and hospitality property brands will want to avoid becoming a hotspot for any type of contagious disease such as flu or a norovirus.

The length of the pandemic means some of the distancing and cleanliness standards are now embedded in the public’s thinking. You, as a hospitality property owner or manager must accept this reality and proactively shift your thinking when it comes to cleanliness, social distancing and the ways guests will expect to travel in the future.

Have you considered any of these changes at your property?

Let me know in the comments.

You will have access to this episode for the next six weeks and then it’s locked in the vault for Hospitality Property School Group members only.

To see all the other valuable material you’d have access to as a member of the Hospitality Property School Group, check out the short video in the episode post-show notes.