No matter what proclamations are made by various governments, the CDC, the WHO or any other regulatory bodies, PPE, sanitization and physical distancing have been so ingrained into the mindsets of travelers that hotels cannot relax on this front.
One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement.
"The benefit of legislation is that it creates a level playing field and can be an accelerator. From this perspective legislation in the sustainability field is certainly useful, provided governments do not overregulate and focus on the essentials."
Malcolm Kerr, Managing Director of Horwath HTL UK has been talking to prominent executives and advisors to get their perspective on the major challenges facing owners and how they are preparing for an uncertain future.
Viewing our world through the prism of the Pandemic, it strangely yet optimistically, reminds me of the folklore around a tiny ant and a great, ancient King. During one of his unsuccessful raids, the injured King felt hopeless and hapless, fearing defeat and a possibly nearing end.
“Doctor Dolman is out of town. Could you speak to a guest at the Fairmont?” That was a jolt. Dolman was an ambitious young doctor aiming to start a concierge practice. He had phoned months earlier to introduce himself and offer to cover my hotels when I wanted to get away.
The global wellness economy, valued at $4.5 trillion, is rapidly outpacing the growth of the global economy, with ever-increasing demand attributed to several contributory factors. Aging populations, fast-paced lives and high-pressure jobs are resulting in an increase in chronic conditions, stress, depression and sleep problems.
Today guests expect more than just a room. They expect an experience. An experience that is seamless across the entire guest journey.
In 2019, grandparents had never heard of Zoom, scanning a QR code for a menu felt weird, and getting texts from a business still felt novel. Early adopters and innovative hotels and businesses have messaged with guests for years, creating serendipitous connections with guests.
"The ultimate crystal ball question! A we have seen the industry has reacted quickly to the contact less situation, from QR codes to mobile. And as we are seeing a good progress in the vaccination situation in a lot of countries some sort of “normal” is starting to make sense."
Before Covid19, the hospitality industry accounted for around 10% of our global economy. In 2019, no less than 15,000 hotels were in the pipeline attesting to the industry growth and place in our society (Hotel Management).
In the mid-sixties the movie ®The Good, the Bad and the Ugly starring Clint Eastwood was released. The movie is about a bounty hunting expedition to find a fortune in gold buried in a remote cemetery.
