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?"

Larry Mogelonsky
Larry Mogelonsky
Managing Director Hotel Mogel Consulting Limited

The answer: Not easily! The old 'close to the customer' approach is going to have to undertake a socially distanced approach. Guest service folks will require re-education. Hand shakes? Probably not. Removing masks? Never. The new normal of greeting will involve personalized messages, welcome gifts, and a lot of technology to reassure guest of both care and commitment to their welfare.

Amy Montgomery
Amy Montgomery
National Director of Business Development

Now more than ever, it's imperative for hotel staff to embrace their guests and make them feel at home on the road.  I traveled extensively before COVID-19 hit the world and was usually greeted with excellent service, but the rooms themselves were not always clean.  During the pandemic, the level of service has been exceptional, and the rooms are cleaner.  Hotel staff show care and concern to ensure my stay is safe and, yes, contactless.  Knowing a room was freshly cleaned gives me peace of mind.  

Sarah Dandashy
Sarah Dandashy
Travel Expert & Content Creator at Ask A Concierge
Robert Reitknecht
Robert Reitknecht
Hospitality Leader and Guest Experience Expert