HOSPA Webinar - 24th June 2020

Hospitality Recovery: Is trust the new loyalty?  Hosted by HOSPA, Amadeus and the Institute of Hospitality

As we begin to understand what the post-COVID world looks like, one thing is for certain: the needs of future travellers have changed. Health and safety will be top of mind when it comes to booking accommodation, and procedures to ease these concerns will ultimately make or break a guest’s experience. 

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Amadeus, HOSPA and the Institute of Hospitality have partnered together to launch a two-part Operations eBook to share best practices that hotels should consider as they prepare to welcome guests again.  

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Join our webinar to hear from Duncan Osborn, Regional Vice President for the UK & Ireland, Hospitality at Amadeus, Jane Pendlebury, CEO of HOSPA and Peter Ducker FIH, Chief Executive of the Institute of Hospitality.

 

Together they will cover:   

• Key takeaways your hotel can implement to reassure guests from arrival to departure 

• Insight from Jane and Peter into what changes they’re seeing in the industry and feedback they are receiving from members  

• Extended Q&A.

 

Take advantage of the combined knowledge of our speakers to ask those burning questions you have about the future of health and safety in the Hospitality industry!

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ATTENDEES

• (JP) Jane Pendlebury - CEO, HOSPA

• (MH) Michael Heyward - Managing Director of Heyward Hospitality

• (DO) Duncan Osborn - Regions Vice President for the UK & Ireland, Hospitality at Amadeus

• (PD) Peter Ducker FIH, Chief Executive of the Institute of Hospitality

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Agenda

00:00 Introductions 

MH covers yesterday’s announcement by the PM on further lockdown restrictions being lifted as of 4th July. He then introduces the rest of the attendees.

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04:00 - DO: covers new traveller expectations post-COVID-19.

Guests' needs have changed. They require Self-actualisation, Esteem, Love/Belonging, Safety & Physiological needs. These can be met by making people feel welcome, highlighting the security and safety hotel environments can offer them. It is incredibly important to build a sense of trust.

 

10:00 - DO: Planning for Hospitality Recovery

By department: 

 

Staff safety: Advise to follow the most basic of best practices for risk mitigation

 

Front of House: An increase in technology will help manage the new age of contactless guest engagement. Personal attitude (friendly, welcoming faces) will also be vital

 

Housekeeping in a “Generation Clean” Era: Meticulous cleaning procedures will be vital to meet new expectations. Non-essential items to be removed from rooms - pamphlets, etc.

 

Maintenance & Engineering: Maintain the value of the infrastructure, while reducing health risks

 

Guest Rooms: Guest anxieties eased by visible cues the rooms is a clean, safe space for relaxation

 

F&B: Menus and dining touchpoints are being rethought - make cleaning visible to guests where possible to create peace of mind

The Spa: Spas will need to adjust their practices to satisfy consumer concerns - use of PPE and visible surface cleansing.

Meetings & Events: What do future events look like? Reevaluate equipment and reimagine larger spaces - indoor to outdoor to create more space, etc.

 

24:00 - DO looks at data on Hotel Booking Activity throughout the pandemic. He highlights the turnaround in bookings - recovery has begun. Occupancy pick up has slowly started to increase. Positive expectations ahead!

 

28:00 - MH asks for insights from panel

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29:00 - JP: I’ve found that there’s been a very positive attitude towards hospitality. Other industries want us to be successful and to thrive. We are a massive contributor to the economy and are ready to serve the public again.

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30:00 - PD: We can improve the image of hospitality if we do this (reopen) right. It’s encouraging to see figures on-reservation activity. It’s going to be a very interesting few weeks ahead!

 

35:00 Q&A

 

Question: On behalf of students graduating with hospitality degrees, what can you share to ease their concerns over short-term immediate career prospects?

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Answer (PD): It’s a tough time to enter the industry but once we have the confidence to travel again, it'll be a great place to have a career. Graduates for all sectors will find it challenging to get jobs, not just hospitality. 

 

Question: How can we reconcile different expectations when you have guests who are being very cautious and others who are more relaxed?

 

Answer (JP): Every hotel operator needs to have all the right policies in place. There has to be training and support from the top downwards on ‘policing’ guests - taking temperatures, enforcing social distancing. We have to cater to the most cautious of people.

 

Question: How do you make a hotel feel like a hotel and not a hospital?

 

Answer (PD): Anyone in the industry is in it because they want to be hospitable. You don’t need to train people to be hospitable - the mantra we use is ‘you recruit attitude and teach skills’. It won’t be a problem for staff to adapt to this ‘new normal’ in a heartbeat.

 

Question: With these new practices there are costs involved, what are your thoughts on whether customers are prepared to pay more for these new standards?

 

Answer (DO): Customers are willing to pay for superior service. If people are going to be treated the way they want to be treated they are going to pay. Give them the service they expect with these new standards and they will pay.

 

Question: Despite much talk about holding rates, it looks like discounting is starting to take hold, do you have an opinion?

 

Answer (DO): I’d like to think it doesn't happen but everyone is desperate to gain business. We need to be very careful and highlight to customers that if they want the highest level of service this is what they are going to have to pay. We need to work together as a sector and not individually swipe at each other with undercut rates.

 

Question: If a guest has been reported through NHS track and trace that they have symptoms, what does that mean for staff?

 

Answer (PD): A number of businesses have introduced staff bubbles where they have different teams that never cross paths on shifts, so if one team falls down the other can carry on. If guests fall ill in the property they will have to self-isolate in their room until they are well enough to go home. Room service would have to be left outside their room. If staff are putting their trust in us then we have to repay that trust and look after them. 

 

Question: Many international operators have put detailed hygiene plans in place, but do you think there’s a role for third-party accreditation agencies and consultants to provide certification for businesses and buildings? 

 

Answer (JP): AA COVID Confident is a great one that is all about cleaning standards. Visit Britain is also coming out with guidelines soon. There have been so many people involved in this cleaning aspect as it is going to be key. Global brands will continue to self-regulate as they always have but accreditation will be great for small and independent operators.

 

54:00 - DO shares ebooks on recovery plans hoteliers can download and use.

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55:00 Q&A resumes

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Question: How can the hospitality industry continue to push the government for further help?

 

Answer (JP): We’re relying quite heavily on UKHospitality and its CEO Kate Nicholls as our lobbying people for hospitality and government issues. I know there are ongoing discussions on getting reduced VAT rates for hospitality businesses, so watch this space.

 

58:00 - Closing points

 

DO: We don’t have a huge amount of time to get it right but if we all work together as one unit, we have a great chance to succeed and get back to the operating levels we want.

JP: Stay positive. We had great news on Tuesday - we will come back. Hospitality will be a great industry once again and it’s up to us to make it happen.

 

1:00:00 - MH ends webinar.