The COVID pandemic may have forced hoteliers to pivot more quickly than planned but many of the new consumer demands make sense to adopt in the long term.
It comes down to the 4 Ts:
Technology
Travelers need the best technology available now. Good internet cabling and bandwidth let guests work remotely while traveling for leisure. This trend also applies to hybrid meetings: The Kimpton Epic Hotel in Miami saw a need for hybrid meetings early in the pandemic and created an Epic Virtual Meeting package that offers technology credits for remote attendees and a bonus morning or afternoon group stretch provided by Exhale Spa as a bonus for in-person attendees.
Transparency
Clear communication on safety, sanitation and hotel policies—including cancellation and fees—is more important than ever. Likewise, travelers want to know what is open and available on-site, as well as in the community. The website of the Grand Hyatt Vail (Colo.) has details on in-house dining options, including hours of operation and even menus available to download. The website also has a detailed section on attractions that highlight resort activities and local area experiences. Phone numbers and websites are provided so guests can get the most up-to-date information. This information is not only available on the hotel’s website for prospective guest viewing, but a link to this page is also provided in the hotel’s prearrival guest communication, which lets guests reserve specific on-site amenities before check-in.
Touchless Options
Touchless options are very appealing post-COVID, and contactless check-in and keyless entry are just the tip of the iceberg. Touchless menus with QR codes and the ability to order and pay via a personal device have become ubiquitous. The three restaurants at the Moxy hotels in New York City have taken a touchless approach in digitizing the dining experience. Diners can review menus via QR code and pay via QR code through their phone. This not only reduces exposure for guests, but also lets the restaurants turn tables faster and generate more covers than in a typical seating.
Tourist Experiences
Travelers have renewed their focus on exploring nature, experiencing elements of the local culture and enjoying less-crowded areas. The previous trend of the “common or shared” guest areas is now less attractive in the era of COVID-19. The Conrad Punta de Mita in Mexico can organize a private beach dining event with food from the local fishing village or a tasting of agave, unique distilled spirits and infused beverages.
Sarah Bartlett is hotelAVE’s SVP of revenue and distribution.