Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
COVID-19 has weakened the immune system of the hospitality industry to near-fatal numbers – some have already fallen to the virus. Since mid-February, the U.S. hotel industry has lost out on more than $23 billion in room revenue due to the pandemic, according to the American Hotel & Lodging Association.
Don’t go with the bare minimum CDC and state guidelines – learn from those who know excellent hospitality. Here’s a list of cleaning programs from 10 of the biggest hotel chains in the world.
Hilton teamed up with RB, the maker of Lysol, and the MayoClinic for a cleaning program. The MayoClinic will train Hilton staff members with hospital cleaning procedures to implement throughout their hotels.
Some features will include new technologies like electrostatic sprayers to mist disinfectants. Among stringent cleaning protocols, there will be seals added to rooms to notify guests it hasn’t been open since cleaned. One of the coolest is the ultraviolet lights to disinfect surfaces.
Choice – with its 6,000 franchise locations – has teamed with Ecolab, an infection and prevention company. In addition to increased cleaning and disinfecting, Choice will change buffet breakfast offerings to pre-packaged items.
Guests can also expect on-demand housekeeping to receive toiletries, towels, and coffee delivered to the door. The staff has rearranged all furniture to meet CDC social distancing guidelines.
Best Western has added new check-in and check-out processes to minimize contact with staff. Social distancing protocols have been implemented through its hotels, along with removing all print brochures and magazines in the lobby.
There are now ultraviolet devices and sanitization stations throughout the facilities. All food and drink options are prepackaged. All employees need to wear masks and gloves, along with following strict handwashing and surface sanitization protocols.
At Omni hotels, staff members will need to have their temperature checked before shifts in addition to Personal Protective Equipment, gloves, and masks like previously mentioned hotel chains. Hotels will have increased HVAC cleaning and frequent replacements of air filters. Buffet and single-serve plate meals are available to guests. The hotel will also still provide valet parking with a queuing experience to limit contact with staff.
Reduced check-in, touchless transactions, front desk screens, sanitizer stations, sanitized key-cards, and paperless checkout has been added. IHG has included new training for staff to get a certification on COVID-19 cleaning practices.
Four Seasons reached out to Johns Hopkins Medicinal International for a consulting agreement on how to inform staff on health and safety.
The hotel franchise has even created a new title, appointing a “Hygiene Officer” cleaning procedures. Guests are provided masks, hand sanitizer, and wipes. Guests are offered contactless food delivery options. And the final unique addition Four Seasons has created is an app to communicate with hotel staff that is offered in more than 100 languages.
All guests and staff will need temperature checks to access. Antiviral disinfectants are available in all rooms near beds, on phones, and buttons. Laundry beddings and linens are to be changed daily at high temperatures to ensure sterilization. Hotel staff has moved all furniture to meet social distancing guidelines provided by the CDC. One feature not at previously mentioned hotels is thermographic CCTV cameras to check guests’ temperatures.
All touchpoints will have increased disinfection and sanitization. Electrostatic sprayers, foggers, and UVC lights have also been installed. All guests and employees will need to have temperature checks anytime they enter hotel locations.
Cleaning protocols and procedures have been increased throughout the 3,200 hotels under the Marriott umbrella. The world-known hotel brand has added electrostatic disinfectant technology. Surfaced areas have and will continue to be cleaned thoroughly, while disinfectant wipes will be left for guests in rooms.
Social distancing will be implemented throughout hotels including front lobbies, elevators, and furniture has been moved to meet CDC guidelines. Food will be available for in-room consumption. Marriott hasn’t been entirely clear in its public statement, but is working on “designing new approaches to buffets.”
Hyatt’s leaders have met with experts from Cleveland Clinic to beef up safety and cleaning protocols. Touch-free options have been installed along with electrostatic sprayers. There are sanitizer stations. There will now be an accreditation and training course staff will need to go through post- COVID-19.
Mobile entry has been added for room access. There are grab-and-go, pre-packaged meals for guests. Guests will now have what’s called Chromecast technology provided to access their personal devices as remote controls in their rooms.
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