Guest Expectations – Preparing for Post Covid-19 | Ep. #223

Hospitality Property School

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Episode   ·  0 Play  ·  12:18  ·  Dec 14, 2020


During & post Covid-19 is a new era for the hospitality property industry and guest expectations and properties are going to have to re-evaluate the way they conduct business in order to survive. Here is what you need to know.Ask to subscribeWhy People will BookBased on a report by SevenRooms, a reservation system company, as things are today, Americans planning to book a hospitality property stay would most likely do so for one of the following four reasons. (If your property is located outside the USA, the reasons could vary.)•A vacation or out-of-town trip - 36 percent•Celebration of a life event - 25 percent•Business trip - 21 percent•Staycation - 21 percentIn addition, 20 percent of respondents said they’d book a property stay if they were to receive a deal or promotion to enjoy in-house dining or entertainment.Health & Safety ConcernsGuest expectations have changed this year and travellers are prioritizing health and safety considerations. 34% said that they are more motivated to book at hospitality properties that are operating with the reduced guest capacity to allow for adequate social distancing.The data also showed that guests are only willing to book at hotels offering:•Pre-stay communications related to health and safety measures - 41%•Health screenings for guests upon arrival – 30%•Contactless technology tools – 20%And it doesn’t stop there. Even after checking in, guests will be keeping an eye on the health and safety measures implemented at properties. The health and safety procedures that they observe after their arrival (or the lack thereof) can absolutely be deal-breakers, even to the degree that below-par protections would cause guests to end their stay early, never to return to that property and tell all their friends about their experience. 67% of those surveyed said that they wouldn’t hesitate to cut their stay short and depart early if the property staff or servers looked or sounded ill.Other deal-breakers for hotel or resort guests include:•The property is too crowded and does not enforce social distancing – 63%•The property staff and servers are not required to wear masks – 63%•The property guests look and/or sound ill – 58%•The property guests are not required to wear masks – 55%Continue reading and I will share with you more things people are considering when planning to book...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT: Your INNsider TipsOptin form one of your private groups hi on socialFacebook: to The Hospitality Property School PODCAST here Division of Keystone Hospitality Property Development

12m 18s  ·  Dec 14, 2020

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