2021 Housekeeping And Hygiene Study Reveals Guests Expectations Have Shifted In A Big Way
Survey results show guests ready to travel again but opting for touch-free services and enhanced health and safety protocols in a new report by Hospitality Net, Knowingli and Knowcross
Netherlands, DC and Toronto, CA – Hospitality Net, the most trusted source for hospitality industry news, and Knowingli Market Research today revealed the results of an exclusive Housekeeping and Hygiene survey, sponsored by Knowcross. The findings, compiled in a comprehensive new report, titled, The New Landscape of Housekeeping and Hygiene: Communications and Protocols are Key to Gain Travelers' Confidence, examine the perspective of guest expectations and reveal key indicators of the industry's success and recovery.
Based on over 400 survey responses, hospitality's long-awaited comeback hinges predominantly on safety, trust, and transparency. Over 93% of those surveyed say that they expect each hotel to outline its safety measures. When it comes to areas of concern, elevators and guest rooms are at the top of the list, with doors, gyms, and restaurants not far behind. Occupancy limits and touch-free tech are also priorities when it comes to building confidence.
Henri Roelings, the founder of Hospitality Net, said, "It seems that the definition of loyalty has really changed amidst the pandemic. It's now as much about communication and safety. Once more guests get a taste of that, there's a whole baseline that is set for hotels and travel that we'll see moving forward."
Other notable trends that emerged in the research:
- Over 86% of respondents plan to book a hotel stay in the next 12 months
- More than 50% are satisfied with how the hotel industry has addressed sanitation, cleanliness, and hygiene
- 91% are more likely to stay at a hotel that took the initiative to help their employees who permanently/temporarily lost their jobs during the COVID-19 outbreak
"This shift in guest expectations is not like a rubber band. It's not going to snap back any time soon even when we get through COVID," explains Alan Young, co-founder of Knowingli. "Of those planning to travel over the next 12 months, over 80% intend to look at health and safety protocols before choosing a hotel. Moreover, over 57% would pay more for a room that is certified clean. Understanding these expectations enables hoteliers to anticipate and respond to the enduring changes that will transform our industry."
“Rethinking operations and re-designing housekeeping operations using technology is the only way to achieve the productivity and quality that is required,” said Nikhil Nath, the Founder and Chief Executive Officer of Knowcross, a leader in SaaS technology for the global hotel industry. “At Knowcross, we focus on three central housekeeping areas: staff productivity, cleaning quality, and guest experience. We have moved swiftly to enhance our products to adapt to the negative impact COVID-19 has had on each of these areas.”
To download the report, The New Landscape of Housekeeping and Hygiene: Communications and Protocols are Key to Gain Travelers' Confidence, click here.
About Knowingli
Knowingli is a market research agency focused on delivering intelligence that fuels smart business strategies, content, marketing, and sales. With access to over 40,000 data points, 18 million panelists, 4000 brands, across over 46 countries, as well as custom survey-led research capabilities, we help companies across all industries to grow their business with better insights into their customers, prospects, trends, and emerging market demands.
Our data partners are the global gold standard used by companies like Google, Slack, Facebook, LinkedIn, Spotify, CDC, Sutter Health, Goldman Sachs, BMW, NBA, StubHub, Cirque du Soleil, Emirates, Hello Fresh, and eMarketer. Knowingli has reimagined the idea of integrated market research and content marketing services to make them accessible and affordable for companies and budgets of all sizes.Knowingli has reimagined the idea of integrated market research and content marketing services to make them accessible and affordable for companies and budgets of all sizes. To learn more visit knowingli.co.
About Knowcross
Founded in 2002, Knowcross is a global leader in hotel operations optimization software, developing proven service quality management solutions to maximize efficiency, productivity and elevate guest service - with a direct impact on increasing the bottom‐line.
The innovative Knowcross cloud-based (SaaS) platform includes a suite of pioneering applications including KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Mobile, KNOW Inspection, KNOW Tenant and KNOW Maintenance. All Knowcross solutions support multiple languages, can be fully customized, and seamlessly interface to the leading PMS systems, in-room control systems, staff safety devices, messaging gateways, and fire alarm systems.
With a global customer base across 40+ countries, Knowcross is a trusted partner to some of the world’s most well-known global brands including Aqua-Aston Hospitality, Capella Hotels & Resorts, Cheval Residences, Generator, Hoxton, Hyatt, Hilton, IHG, Kempinski, Minor Hotel Group, Oberoi Hotels & Resorts, Radisson Hotels, Rosewood, Sydell Group, Taj Hotels, The Doyle Collection, Sutton Place Hotels, Shangri-La and Sydell Group; as well as marquee independents such as Angad Arts Hotel, Dolder Grand Zurich, Inn at Perry Cabin, The Greenbrier, Le Barthélemy Hotel & Spa, Le Bristol Paris, Mandarin Orchard Singapore, Ojai Valley Inn, The Curtain London, The Mark New York, The Ned London and The William Vale Brooklyn.
To learn more visit knowcross.com.
About Hospitality Net
Acting as a ‘neutral’ broker and publisher of hotel business information, Hospitality Net is the #1 ranked global website for the global hospitality community. Hospitality Net enables all industry stakeholders to amplify visibility on its platform and connect with the industry globally through a membership business model, unlike any other publishing initiative in the industry. Members include actors throughout the hospitality spectrum - hotel groups, vendors/suppliers, associations, universities/schools, consultants, and event organizers. To learn more, visit hospitalitynet.org. To learn more, visit hospitalitynet.org.
Jill Dassen
Sales & Marketing Manager
Hospitality Net
