Post-Pandemic: Guests Expect a Full Restoration of all Hotel Amenities and Services
By Safet Dokara Director of Operations, Valencia Hotel Group | April 2022
As the hospitality industry was hit by the uncertainty of the COVID-19 pandemic, hotels had to figure out how to adjust to a new reality. First and foremost, the health and safety of guests and employees were the main focus.
The industry started implementing rigorous cleanliness and sanitation standards that would make guests and employees feel safe to visit hotels. Frontline staff has been instrumental in executing challenging tasks. They had to communicate new health protocols and mandates to the guests, as well as to enforce them.
As pandemic was halting travel, hotels had to adjust their staffing and amenity offering. Many hotels chose to close and unfortunately, some closed permanently, consequently leaving many employees jobless.
Hotel amenities were scaled back to a very minimum. Due to safety protocols and to reduce as many touchpoints as possible, buffets and restaurants were closed, as well as bars and wellness centers. Housekeeping in-house service was eliminated including evening service in full service, luxury properties. As guests started to come back, hotels began providing limited amenities, such as grab-and-go breakfast, knock-and-drop room service, and in-house housekeeping service per guests' requests.
Guests Expect Amenities
While guests may have been fine with the limited offerings at the beginning and throughout the first year of the pandemic, it is clear that now they expect the full scale of all hotel amenities