As European countries are now coming out of lockdown, the hotel industry across the continent is eager to reopen its doors and get back up and running in time for what could be a busy summer season ahead for the domestic market.
Prior to the pandemic, few would have given a second thought to the many hands that have touched room keys, air-conditioning controls or door handles, all things that most of us would now like to know have been sterilised before use. And in a post-Covid-19 world, we have to wonder whether some travellers will now have such a heightened approach to hygiene that they will baulk at the idea of a bed that has been slept in by so many before them.
Therefore, for hotels to confidently welcome back their guests, they need to attract people with the assurance of cleanliness and safety. A number of international brands have already developed impressive strategies and the smaller groups and independent hoteliers may well need to follow suit if they are to remain competitive in this new normal.
In Europe we can look to businesses in Asia, where in some areas the tourist industry is further ahead in terms of recovery. Singapore and Malaysia are leading the way in ‘certifying cleanliness’ and are launching measures to audit hotel compliance with specific criteria for cleanliness.
For hotels to achieve an accreditation in these countries, businesses need to appoint a specific manager to oversee that the building complies with the cleanliness criteria.
Without regulations and inspections in place in the UK, however, there are some measures that will help guests trust a room is safe and free of contagion. Hotel owners must be seen to mitigate any spread of the Covid-19 virus and any action will need to be clearly communicated to guests from the moment they arrive at the hotel to create that confidence.
With the implementation of social distancing regulations, a building’s occupancy will be front of mind for any hotel owner and the lobby and the use of lifts will be high on the risk assessment agenda. All payment can be done online to avoid minimal human contact and similar tech for contactless transactions can also be used to place the room 'key' on a mobile device.
The provision of PPE will be essential for staff and guests alike, with gloves to be worn by staff, and hands-free sanitiser dispensers to be positioned throughout. Enhanced cleaning needs to be visible and hotels could consider investing in new technology such as germ-detecting ultra-violet lighting in rooms or use specialist long-term disinfectant. Electrostatic spraying technology is likely to be used by some hotels to help cleaning.
All these measures are of the upmost importance to ensure not only the safety of future guests but also to restore confidence in those hesitant about contagion through the use of hotel accommodation. For those hoteliers who get this right there is the chance to build genuine and long-lasting customer loyalty.
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