Hospitality in a Post-Covid world

As we start to see glimmers of light at the end of the tunnel of our Covid enforced isolation, we understand more about what the New Normal may look like.

Throughout the weeks, there have been many questions and a lot of answers – some realistic, some wishful. What is clear is that in the Brave New World that will unwrap – the values we place on our ability to travel, and what is available when we get there is sure to be very different to this time last year.

There is little doubt that the cost of International Travel will rise – perhaps enough that the Weekend Break becomes more domestic than international.

Travellers will for sure be more cautious about accommodation. They want to feel safe – hermetically cocooned in their Hotel rooms when not sightseeing or attending meetings. The groups have responded with various programs promising a higher level of hygiene.

We read about a minimalist approach to Guestrooms. No minibars, coffee machines, perhaps no breakfast buffets – to reduce risks of cross contamination, effectively reducing Touch Points that may not necessarily get a thorough clean between guests. It does make sense. Few coffee machines could survive a weekly scrub (much less a daily one) without starting to look ragged. Bottles of sprit would lose their labels, the Buffet is perhaps not as appealing a prospect as it once was.

As we start to see Hotels returning to operation, for sure there will be differences. What’s left of 2020 will be a challenge. Staff returning, new Staff hired, a visible degree of caution from Guests and Staff, will pervade. Not to mention the low occupancy and lack of MICE business. REVPAR is going to look ugly for a while.

Guests will look to minimise interactions in their rooms - living out of your suitcase may become more literal. Conversations done in a socially distanced manner.

A Hotel should run like a well oiled machine, A key challenge will be to return to normality, to ramp up operation as occupancy increases, Guests not being disappointed with the Hotel Experience not meeting their expectations. Clearly there will be niggles on reopening, it will take a little time to re-iron out those wrinkles.

Here at Nevotek, we don’t have all the answers... nobody does, but we can help on a few things to make customers and staff feel happy and more secure.

Firstly, GRACE – Guests engage directly with staff using their own device, to chat, ask for a menu (electronic is better for sure), request cleaning, report issues. What better way than using WhatsAPP etc on their own phone for all their requests and requirements.

During a recent webinar, one Industry Veteran (Hi Nick) stated how important Guest/Staff Communication was – the value of building a strong relationship between the Guest and Hotel staff. This is something I fully agree with, GRACE is a great way to achieve this with multiple simultaneous operators to deal with every demand.

Shortly GRACE will have Pre-Arrival capability – following the Guest Journey from booking, to stay, to departure – and after they return home too.

Secondly, the TV – Frankly everyone is talking about Casting being the amazing new functionality – well….. yes it is amazing and yes we do have it. With Guests spending more time in their rooms, clearly it is essential to ensure they have suitable entertainment.

Recently we have added NevoTOUCHLESS. Control the TV and your room all from your SmartPhone – no Logging-in, simply grab the QR code on your TV or in the room and become master of your world, or at least your Guestroom.

Of course it isn’t just about changing channels and volume. Order dinner, drinks etc via the TV, via NevoTOUCHLESS, and of course via GRACE – Room Service will almost certainly see a significant uptake.

Integrating to the GRMS to close the curtains, turn lights on & off and adjust the AC , all via the TV or NevoTOUCHLESS would appeal to cautious travellers.

Now may also be the time to reconsider what an ALEXA interfaced IPTV solution would look like – it is a great idea but for sure needs some additional development in terms of identity, language etc. And of course, even in a Post Covid world, are Guests now ready to share their rooms with such a device?

At Nevotek, we have been supporting the Hotel sector for 20 years. It has broken our hearts to see our industry going through this, and when I say we are in this together - we really are. We are not unique in this, the same goes for all your Hospitality focussed supplier companies, their staff and their families.

After over 20 years in this vertical, I do consider Hospitality to be one big family, one I am so grateful to have found, and I am looking forward to re-engaging with our community as we emerge into the light.

Eric Rogers. Head of Sales. Nevotek. [email protected] +44 7801498029

Head of Sales & Global Accounts