As the world starts to reopen, consumers will slowly return to traveling in a world that may be waiting for a vaccine for some time yet. Managing the threat of local outbreaks is ever-present. It is now becoming each hotels' worst nightmare that a guest may be able to prove that an infection was contracted in the hotel and worse still - that a hotel will become associated and identified with an outbreak or a hotspot. 

While clean rooms have emerged as a competitive advantage, managing the perception that rooms are clean and sterilized has emerged as even more important than the actual quality of cleaning itself. 

While room attendants and supervisors have traditionally moved around discreetly to be as invisible as possible, is it time that they now become frontline public relations ambassadors to proudly show off the cleaning effort and visibly engage with guests (at a 6-foot distance) on the floors?

Optii Solutions Pty Ltd

This viewpoint is co-created with Optii Solutions Inc.
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Craig Hooley
Craig Hooley
Chief Operating Officer, Minor Hotels (Australia and New Zealand)

The evolution of our guest's needs never ceases to amaze me but the one priority that runs through all is confidence and trust in the hotel management team. The housekeeper team is no longer a silent contributor but an active advocate and communicator of not just what they are doing but what policies are in place to ensure the safety and security of Guests and at present that centers around hygiene.

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