Preparing for the new normal: What hotels of the future might look like

Since lockdown began, the world has been abuzz with people talking about “unprecedented times”, “uncertainty” and adapting to “the new normal”. But what does “the new normal” actually mean? With hotels across the country currently closed and some even going as far as boarding up their exterior, it is apparent that it may be a while before we see these businesses fully reopened. Until a vaccine is found, the virus is something we will need to learn to live with. So how do hotels ensure their guests are safe and the threat of transmission is minimised? We look at some of the measures which could be introduced to allow hotels to reopen while adhering to social distancing and hygiene guidelines.

The hospitality sector is widely reported as being the most impacted by the COVID-19 crisis. With restaurants, bars and hotels being the last to reopen as lockdown is eased, how will these businesses adapt to the stringent restrictions enforced by the Government while still providing an authentic guest experience and, importantly, while still making money? The reality is that many small to medium-sized hotels may not survive. Talks of hotels being forced to operate between 30%-50% capacity is simply not sustainable.

However, for those who are looking to reopen, they will be required to put guest safety and wellbeing at the forefront of everything they do. More “no-touch” experiences, from keyless no-contact check-in and sanitation of luggage to mobile ordering systems in all the restaurants, including room service, will become de rigueur.

Here are some of the other ways hotels could ensure they adapt to the “new normal”:

Hand Sanitisation Stations

These are likely to appear everywhere from the hotel entrance to communal areas and rooms. Guests and staff would all be required to sanitise to prevent the spread of any germs.

Deep Cleaning

Cleaning teams will be employed to disinfect touch-points using steam machines and misting machines.

Guest & Staff Sanitisation

Some hotels may install ‘sanitisation tunnels’ which spray guests who enter the property.

Fewer Employees

Fewer staff means less contact between those working at the hotel. This is particularly true of spaces like the kitchen where people typically work in close proximity to each other.

Smaller Menus & Reduced Hours

Fewer staff in the kitchen will likely mean a vastly reduced food and drink menu and limited availability of the set and à la carte menus.

Temperature Checks

Guests and staff at the hotel may have their temperature taken in spot checks to ensure no-one is unwell.

PPE

Staff may be required to wear gloves and masks with dedicated PPE bins being used to ensure the safe disposal of this protective equipment.

Mobile Ordering

When ordering food, guests may be required to do this via an app on their phone.

Disposable Crockery

Guests may be served food using disposable crockery to minimise risk of infection from previous diners.

The End of the Buffet

Unsurprisingly, it is unlikely to see buffets being served in any hotels as the risk of cross-contamination is high.

Contactless Payments

Contactless card payments and cashless payments will become the norm. Some hotels may turn to online payments to allow guests to pay without ever coming into contact with staff.

Empty Rooms

After guests check out, rooms will be deep cleaned and sanitised before being left for a certain period of time to ensure the risk of infection from one occupant to another is minimised.

No Bar or Live Entertainment

It is unlikely you will be able to frequent the hotel bar for a nightcap for a while to come. The hotel bar will likely be the last thing to reopen.

Mobile Check In

Guests may be asked to check in on their phone ahead of arrival at the hotel. This reduces contact with reception staff.

Perspex Dividers

In communal seating areas and the restaurant, hotels may be required to install dividers to separate groups of guests.

Near Empty Restaurants

Hotels may be required to operate dining outlets at a fraction of their potential capacity. This could make for an interesting dining experience if so.

And Near Empty Hotels

In order to maintain social distancing between guests and staff, and to allow sufficient time to deep clean rooms, a certain proportion of the hotel’s room inventory may be used at any one time with rooms used in rotation.

Many hotels are finding ways to innovate and turn this crisis into something positive which they can use to gain a competitive advantage over other hotels in their locale. Below you will the measures which Palazzo Versace Dubai are taking to ensure guest safety.

How do you fancy staying in a hotel which is implementing some of the measures outlined above? As it stands, it is not clear what the conditions for reopening will be but it seems likely that hotels will be forced to adopt some or all of these measures to ensure guest safety and wellbeing in a post-COVID world.