Focus On Productivity: How COVID taught us to do more with less resources...
— 17 experts shared their view
According to the Global Travel Staffing Barometer, due to the pandemic, travel companies around the world have laid off or furloughed over half a million people, and the number of LinkedIn users in the hospitality space applying the #opentowork hashtag to their profiles grows day after day. Most hotels are struggling to run operations with skeleton crews only, yet they do not have any real alternative. In some countries, in fact, the financial help coming from governments is close to zero, so the only option for these hotels is to get rid of "superfluous" staff and try to run their businesses with a fraction of their employees. This forced most properties to heavily concentrate and focus on productivity, trying to get the best out of dire circumstances. How will this situation affect hotels? Can a global reset actually be a good thing, after all, forcing the industry to get more done with fewer resources? Or will this trend damage the guest experience in the long run?
I think one of the first things hotels need to do, especially those that are on older "closed systems" is to convert their core technology stack to the cloud. Why? Simple, once they do, they have a whole set of new services they can subscribe to that can help with automation, make things more efficient. The newer systems are also much easier to use, do admin processes much faster or have automated parts of those tasks.
The trend of doing more with less, will not go away. Guests don't mind checking themselves in our out from the hotel, buy a service through an up-sell tool on-line, in-fact, they mostly like it. So the trend of more with less should not damage guest experience, as long as hotels migrate to the new technology available to them, and make the digital interaction seamless and automated.
I feel it can actually enhance the overall guest experience further as hotel staff no longer need to be face down focused on administrative tasks, but can spend time too great and welcome the guest.
Hotels should take advantage of the Golden Age of Hotel Technology!