July Focus     Hotel Spa: Back to Nature

Zoe Connolly

No one could have predicted that a global pandemic would be the black swan event that would send our industry to a screeching halt. At the beginning of every year we see companies making predictions. Who will be the hotel industry innovators? What shifts will we see in guest preference and behavior? Any predictions that were made earlier this year are no longer applicable to this decade, let alone 2020. We are now focusing on rebuilding. The recipe for rebuilding is easy to understand and yet infinitely difficult to implement: what should hotels double down on, and what should they discard?

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Trending articles this week...

Rachel Moniz

In response to COVID-19, HEI Hotels & Resorts has implemented new standard operating procedures and hygienic practices at HEI's portfolio of more than 80 independent and branded hotels. In this article, Rachel Monez, Executive Vice President of Operations, talks about the changes implemented at various HEI hotel properties, giving readers an insight into what to expect as the 'new norm'. The article will provide tips about what hotels can do to adjust their cleaning protocols and educate employees to rise to the challenges presented in the new COVID-19 environment. READ MORE

Laurence Bernstein

Hospitality may well be the industry most impacted by the Covid-19 pandemic. But it is also possibly the industry that has done the most to mitigate the effects and been the most innovative in developing programs and protocols to serve the needs of their customer, retain whatever revenue is possible and keep everybody safe while doing it. As an industry, we can all feel proud of how our colleagues have responded. But, it's not clear that in their haste to introduce mitigating programs, hotels thought through what will happen when this thing is over. READ MORE

Mark Heymann

Mark Heymann – an industry expert with over 40 years of experience in hospitality and restaurants, sheds light on the importance of labor management optimization amid the COVID-19 recovery period. The entire labor management process has changed, and hotels will need to develop an enhanced focus on internal staffing variables in order to recover. Guest expectations will drastically change so hotels will have to evolve in order to exceed these new expectations. In this piece, Mark details the various ways hotels should look to adjust their approach which includes fostering an engaged staff, balancing flexible scheduling, shifting to task-oriented labor and more. READ MORE

Tom Bergerson

The hospitality industry exists to serve the intrinsic human desire to gather, celebrate and rejuvenate. This fact has driven hotel architects for the past several decades to place continual emphasis on the design and creation of evocative communal spaces. Today, the hospitality industry finds itself faced with an enormous challenge: in the wake of COVID-19, people no longer feel safe in public areas. Tom Bergerson, Principal at architectural services firm AO, offers solutions and insights on how the industry can continue to provide comfort, convenience, and social interaction while providing guests with a sense of safety and well-being. READ MORE

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.