2021 When You Are Checking Into A Hotel - Prof. (Dr.) Amit Kumar Head of School School of Hotel Management, Airlines and Tourism CT University, Ludhiana

You check into a hotel, head straight to its coffee shop and as you wait for the waiter to bring your order of hot cappuccino; you stroll past perfectly lined desserts, clicking pictures and enjoying the delectable aroma. Will it still be the same for us?

Hotels are in metamorphosis as they prepare for a post-pandemic world. No bars, buffet, spas and swimming pools are only some of the changes as the hospitality industry redefines itself. Ever since the protocols for social distancing and lockdown norms were put in place, the hospitality industry particularly felt the brunt. As hotels gear up to open up in accordance with the norms put forth by WHO, the entire operation is going to change.

The whole concept of servicing our guests is going to change. From the pick up at the airport to the check-in, entire stay and until check-out, hotels planned to make everything as contact-less as possible.

Bringing in contact-less operation procedures

Redefining standard operating procedures for post-lockdown service, Lemon Tree hotels brainstormed on how they could reduce the number of touchpoints for guests during their entire stay with tension free. The focus is on making guests feel safe. When the guest sits in the car, there will be a sanitiser, tissue, and gloves available. They are doing away with newspapers and will only subscribe to e-versions.

For Park Inn by Radisson, certain moves in this direction had begun pre-pandemic. In 2019, the hotel had installed Alexa in its deluxe and junior suites to request for services and now plans to expand it to its elevators. The guest does not even have to call up the front desk. They can simply make amenity requests using voice commands.

They also plan on installing the same system in their elevators so the guest does not have to touch the buttons.

The COVID-19 pandemic has pushed the hotel industry towards a ‘new normal’ of operating with completely different sets of health and safety protocols. As the industry tries to figure out ways in which it can deal with the pandemic and open up for business, the needs and wants of a traveller has evolved and changed — today people when they are booking a stay at a hotel, it’s not just the best rates but it’s about their health and safety. Without an inch of doubt, if hotels want to recover quickly from the current crisis, it is high time that they incorporate every possible measure to ensure guests’ safety.

And while doing so, hotels must invest in digitalization, making the best use of technology to improve the guest experience. It would not only help them recover quickly but also serve their intended purpose by enhancing accessibility and convenience.

A majority of resorts and hotels are undertaking health protocols issued by the WHO to provide a hygienic and safe stay during the pandemic. However, before you venture into your accommodation and take a room, here are the top five things to look out for when you check into the hotel in 2021.

Compulsory Post-Covid Safety Measures

• Contactless Communications

• Has Your Room Been Sanitized?

• Check for the Post-Covid-19 Toiletries

• Mobile Check-Ins

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by

Prof. (Dr.) Amit Kumar

Head of School

School of Hotel Management, Airlines and Tourism

CT University, Ludhiana