Hospitality industry post COVID

Let’s peep into the Indian hospitality industry and how it will change post COVID!!

The pause in all domestic and international travel and lockdown worldwide due to COVID-19 has adversely affected all the segments of hospitality industry. The pandemic has given the industry a vicious blow. “Tourism constitutes 10% ($275 Billion) to India’s GDP (Business Line).”  This is no small amount and will require a joint plan by the government and the industry to overcome the havoc caused by pandemic.

Hotelivate Report: “The hotel industry faces a loss of Rs. 620 crores (Business Line). Some optimists believe that if the viral lasts till June 2020 and business picks up in the second half of the year then the pandemic would have caused only 18-20% erosion of national occupancy while there will be a 12-14% drop in the ADR (Average Daily Rate)”. This is an ambitious assumption.

Hotel industry needs to reshape operations post COVID-19! As the disease continues to spread, hoteliers have introduced and implemented new health and safety protocols as part of ever-evolving operating procedures. The following are a few protocols that need be taken to come back to normal and keep the staff and guests safe from COVID.

Health and safety is most important! All possible physical contacts between Staff and Guests and maintain social distancing and other preventive and safety measures would be taken against COVID. The check and screening will have to be conducted for health purposes. The security personnel have to check for fever with a remote thermometer and shower a light sanitizer mist.

In housekeeping, hotels have to implement additional measures, such as cleaning public areas and “touch points” more frequently. The guests have to use the sanitizer kept at the different spaces including reception, elevator lobbies and guest rooms. The guest rooms and other public areas in the hotel need to be sanitized for safety of guests and staff at regular intervals.

No staff member is thrown in at the deep end! Special training should be given to the staff so that they are safe when on the job. They have to maintain a social distance, follow hygiene practices, and take all possible measures to stay safe from COVID. The staff should continue to wear surgical gloves and masks for their safety and to give confidence to the guests.

Another important consideration is to switch to AI and other technology to allow least contact with humans. Here are a few suggestions to ensure digital and contactless services:

• Self-check-in with codes given on the guest’s mobile to open assigned guest rooms.
• Guest mobile apps should be able to connect to all buttons and switches in the room to avoid using fingers for touch.
• Virtual views on the TV of restaurants, lobby, and bar to see the atmosphere to avoid crowds
• Have gourmet food dispensers on floor pantries. People are going to use in-room dining more.
• Self-monitoring gadgets for fever

When the world unlocks and tourism is back, the hotels will bounce back remarkably as it always has done post such unusual happenings.