As the world opens, each of us ponders the question, what will my corner of it look like? Social media experts admonish us, “it’s not the new normal as there’s nothing "normal" about it!" At times we feel intimidated, frustrated, and ill-equipped to adequately prepare because of so many unknowns. When will it end? What borders will or won’t be open to travelers? Is any of this worth it if there’s a second wave? When in doubt, consider three trends that will re-start, as well as three trends that we will need to start over when hotels re-open for business.
1. First, hotel guest satisfaction will re-start as the driving, true north metric, from which all other re-opening objectives flow. While factors that contribute to guest satisfaction now include health and safety like never before, creating an atmosphere that exceeds expectations still stands as a hotels’ number one priority.
2. Hotels will need to re-start their sense of teamwork. Teamwork is an enduring value that guests feel long before, during and after their stay. From how a guest is greeted in a new, contactless environment, to how they “feel a smile” from behind a mask, to how they experience your revised food and beverage offering. From the bellman, to the front desk to housekeeping, each and every team member, impacts the guest experience.
3. Finally, hoteliers will restart their focus on profitability, especially coming off an unprecedented financial drydock. In house revenue restarts as an even bigger priority given the restricted guest occupancy and food and beverage operations.
On the other hand, guests are craving this getaway as a reward from isolation. They are in the mood to splurge and indulge! Hoteliers can take advantage of the pent-up demand for spa services, socializing, and relaxing the private haven of their hotel room with an even wider variety of retail amenities.
Starting over is the more challenging dynamic and one that every hotelier is facing. These are just a few new trends to consider carefully:
1. Team health and safety is at the top of the list, of an area that hotels need to start over, with an entirely new set of protocols. Allowing time between guest stays for cleaning, providing PPE equipment, and checking on employee health every shift is something new that is not normal but a gamechanger for the well-being of everyone.
2. Guest demographics are changing from out of town, and international visitors to staycations. Start over in how you think about welcoming guests as tourists in their own town. Guests are looking to live it up locally! This presents some wonderful creative opportunities for chefs to create picnic lunches, more romantic in-room dining options, and grab and go snacks to help grow your in-house revenue. Many hotels are creating pop-up lobby shops to expedite food, beverage and guest essentials.
3. Building rapport with a 6-foot distance and behind a mask is a tall and necessary order for every hotel. While it seems daunting, the effort can be translated into an unforgettable experience. We recently dined in a restaurant for the first time since early March. The level to which the Maître’ D and serving staff cared for our safety, ramping up their enthusiasm from behind their mask, thoughtfully reducing contact by placing our food at an opening for us to pass, and placing arrows to control traffic is something I’ll never forget. Everything was communicated to us prior to arriving so we were well prepared with what to expect.
I’ve since shared this location with everyone I know. Caring for guests in a way like never before will pave the way for future guests who may not yet feel ready to travel.
Celebrate Canada Day with our Canadian-made Brands!
At Concierge Connection we celebrate Canada Day with our exclusive, Canadian made beverages and potato chips that are both good and good for you! Our brands are non-GMO, Gluten-Free, natural, and sustainable products that make us all proud to be Canadian!
Patio-perfect ideas for your guests:
GoodDrink Teas and Organic Spritzers are 100% Canadian goodness in a bottle.
Loop Mission’s passion for sustainability creates fresh-squeezed juices and smoothies from veggies and fruit that don’t make the consumer cut but are perfectly delicious!
Covered Bridge Potato Chips made from dark russet potatoes fresh out of the Albright family farm in New Brunswick! You can literally taste the difference!
Out of the Box Breakfast, Lunch and Dinner!
We know that the focus of safe sealed snacks for F&B will play a much bigger role. Our brands specialized in individual portions of delicious, high quality snacks that satisfy, quench and delight!
From juices and smoothies for breakfast to nuts, dried fruit, and chocolate treats all day long, enhance the new guest experience!
For immediate assistance contact: cameronree@shaw.ca Cameron Ree, Founder and CEO Concierge Connection. About Cameron Ree
Cameron Ree has been serving the hotel industry for over 20 years. It all began with a passion for helping hoteliers thrive, and a love of chocolate! Now proudly representing 8 leading gourmet brands with a shared vision for quality, sustainability and making a difference including: Torn Ranch, Loop Mission, Pacific Bottle Works, Daniels Chocolates, Cesium, Blu Element, and Hyland’s.
BOOK A CALL WITH CAM We know that ordering products for your hotel can be overwhelming and time-consuming. A 15-minute consultation call with Cam will:
Save you time
Find the best solution to your guests needs to enhance the guest experience
Lower your costs and increase revenue
We’re here to help! We specialize in helping hoteliers find the best food, beverage and essential products to enhance the guest experience.
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