Post-COVID Guest Experience: How Can Hotels Maintain a Personal Touch?
— 5 experts shared their view
The social distancing measures implemented during the height of COVID-19 will linger and impact hospitality well into the future. This panel-viewpoint aims to address how hospitality leaders can think outside the box in the post-COVID era.... by asking "How can hoteliers continue to deliver a personalized experience with a human touch... while ensuring a contactless, sterile environment?"
Let's take a step back for a moment to look at the bigger picture: COVID-19 will absolutely linger for some time with new variants and local or regional hotspots of concern. We'll likely face rolling vaccinations and other steps as well. That said, the demand for travel is already popping. So this new world is going to be a constant challenge, not just because of a demand for contactless service options, but also because the demand for streamlined technology is rising with it. Yet there's no one-size-fits-all solution to striking the perfect balance between high-touch service and touchless. Every guest is different—different needs, different comfort levels, and different preferences. We've already seen this with restaurants. QR codes dominate menu look-ups, but people are choosing whether to go for all digital or to intermix with a human element. The best way to find balance is to put your guests firmly in control.
All you have to do is make them aware that they have a choice: you can use technology to personalise the guest experience from a distance, using a custom check-in flow or leveraging tools like SMS messaging and in-app notifications to connect with guests before, during, and after their stay. In return, they can stop by the front desk or simply message you back—finding their own perfect balance between in-person and contactless service.