Hotels - Steering a route to a successful recovery: Part One
Culture & Credibility
2 minutes to read
At this time where the legal Covid-19 restrictions are being lifted, the recovery is not without challenge. It is mapped against an increasingly cost-conscious operating environment, a severe shortage of employees and a short-term outlook which remains opaque and uncertain. In particular, the rapid spread of the Delta variant brings risk of further restrictions imposed in the autumn.
Looking ahead, the recovery will continue to accelerate and exploit new opportunities, bringing renewed optimism, hope and confidence. Our first report in this three-part series focuses on two key themes, Culture and Credibility.
As we emerge from the pandemic, new strategies will have seven C’s at the heart of the great reset, from which to build back stronger.
Culture
Lockdowns across the globe have forced the hotel sector to cope with the fewest staff possible, with employees adapting and often empowered to make decisions. As the sector embarks on the recovery phase, it braces itself to reshape and rebuild once again. The next step must be to ensure that the right training, support, induction, tools and resources are all available and developed on an ongoing basis. Increasingly, hotel operators are reinventing their approach to customer service, using their best asset – their people, together with the advancement in technology as a facilitator, to redefine hospitality.
Credibility
The ongoing commitment to achieving enhanced standards of hygiene and safety will be critical to maintaining the industry’s credibility and safeguarding brand reputations. The challenge going forward will be to continue to maintain and correctly implement these high standards, which requires ongoing investment in new products and the continued education and training of hotel staff. All communication channels which educate, inform or critique a hotel’s hygiene record, both positively and negatively, holds tremendous value and must become an integral part of a strategic plan.
We hope that you enjoy our latest publication, if you have any questions about our research, please get in touch, we would love to hear from you.