Building Confidence in Travel & Hospitality in a Post-COVID World

Even as we welcome back normalcy in many parts of our lives, there’s no denying that the world has irrevocably changed. This is especially true for business travelers, who now need to feel confident that their health is not at risk when they hop on a plane, stay at a hotel, or attend conferences and meetings. The burden is on us to reassure them as corporate travel ramps up again.?

But how can the hospitality industry, particularly the hotel and lodging sector, meet this goal when we still live in a state of ongoing uncertainty? To find clarity within this complicated and evolving topic, I talked with Sarah Dandashy, the travel expert behind Ask a Concierge, about where and how hotels can be proactive in addressing travel safety concerns and promoting solutions.

Top Concerns for the Hotel Industry

The number one threat to hotels, according to Sarah: event cancellations, which can leave big holes in their budgets. “Businesses are concerned with flexibility,” she says. Especially with the rise of variants and changing restrictions for travel across the globe, the next year or two could continue to be risky in terms of reservations for rooms and events.”

And yet the reintroduction of events and conferences brings its own worries, “from space to screenings to number of attendees,” says Sarah. One concept I’ve seen floated is a hybrid event, where in-person attendees are assigned to watch some sessions online while in their hotel rooms to abide by social distancing requirements and capacity limits in meeting spaces.?

These kinds of creative solutions will become the norm. “Ultimately, hotels will have to focus on flexibility and providing options to meet various comfort levels,” Sarah agrees.

Going Above and Beyond

It’s not enough to create and maintain a safe and hygienic environment and policies for guests — the hospitality industry must find ways to actively communicate those measures and build trust among guests.

“Transparency is the key,” says Sarah. “Hotels and hospitality businesses need to be very up-front about the protocols and procedures they are implementing, from the website landing page to reservation confirmations to verbal communication when booking and/or checking in.”

Some other potential methods of highlighting health-focused policies and protocols include information booklets in lobbies and guest rooms, as well as signage in elevators and restrooms. These should focus on things like cleaning schedules or the services of dedicated safety and cleaning personnel.

This can also be a terrific opportunity to publicize new technologies hotels are using to support even higher standards of hygiene, such as touchless payments and enhanced cleaning practices. Whether solutions involve equipment like electrostatic sprayers and UV lights, or tracking technologies that provide real-time insights and updates on cleaning protocols and processes, highlighting these innovations can build even greater confidence among travelers.

“Now is the time for these businesses to reassess their touchpoints and then make sure that all the work they are doing to make a safe and hygienic environment is communicated each step of the way,” says Sarah.

Slowly Getting Back to Business

By now we all know that there isn’t a magic switch that will flip us back to the way things were. The business travel industry will have to grapple with change and uncertainty for a while longer. The main focus now has to be on careful planning and ample communication so that hotel and hospitality managers can assure travelers of their safety and comfort. That will go a long way toward rebuilding the industry over the long term — whatever its new normal looks like.

One thing I feel certain of: by pooling our expertise and sharing our experiences, we’ll get through it together.