HOTELS & HOSPITALITY BEHIND THE SCENES
The hospitality sector has faced the brunt of the pandemic. But out of public view, many businesses have continued to adapt and overcome, says Steve McGregor, Managing Director of DMA Group.
Early in the pandemic, surreal images of once packed, now all but deserted, public spaces went viral. For many of those able to work from home, much of the world outside seemed to have been deserted in this way. In reality, life continues within commercial buildings just as it does in homes. Many premises were vacated virtually overnight and shutdown for the foreseeable. Some have reopened, only to close again, while others have yet to reopen in almost a year.
But these buildings have not remained in a stasis. Care, security, and maintenance has had to continue throughout the year. Those buildings - such as hotels, bars, clubs and restaurants - which have been functioning but at reduced capacity have needed to maintain strict cleaning and social distancing protocols. In addition, as many buildings are not designed for long periods of reduced occupation, maintenance procedures have needed adapting accordingly.
Basic maintenance Throughout the pandemic, facilities management teams have worked on the frontline to keep buildings working. Of course, cleaning procedures have made it possible for organisations to continue in a safe way. Hospitality relies on proactive services and unmatched attention to detail so adapting is not much of a stretch for regular services. However, there are many more elements within the premises that are being used to further precautions.
Good ventilation is vital in minimising the risk of the virus spreading by reducing its concentration in the air. Any public spaces such as hotel lobbies and corridors need to have adequate air flow. This can be further aided by identifying areas with lower air flow such as corners where pockets of air may become stagnant. Air flow can be improved by placing fans in these areas, making them safer for staff and customers alike.
In premises that have been forced to close or seen a drastic drop in custom, other risks can arise. With many en suites out of use, taps and showerheads are at risk of legionella growth. Properties that are out of use for only a couple of weeks are at risk of an outbreak. Facilities management staff need to keep on top of control measures, even if this means having a member of staff regularly attending to each room to flush all the taps.
These finer details cannot be forgotten no matter how much pressure an organisation is under. Working closely with experts in facilities management continues to help many companies. It is vital that hospitality management has strong communication channels in place, so nothing slips through the gaps.
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Planning and adapting The past year has been unpredictable. Detailed planning and strong contingency measures have been necessary but even with these, things haven’t always gone to plan. Here, too, communication could not be more important.
Facilities teams need to be kept up to date with protocols and be able to communicate these with customers. Whether a room needs deep cleaning, protective screens installing, or a new one-way system has been put into place, these measures will not be effective if they are not implemented across the board.
For many organisations, technology has been indispensable in keeping in contact and responding to the pandemic. Management software has allowed organisations to utilise technology to monitor cleaning patterns and energy consumption to transform customer service. Despite the terrible tragedies of the pandemic, it has been a time of innovation for some industries and businesses. Technology is making it possible for organisations to continue despite the challenges. For DMA, that tech has been its own cloud- based platform, BiO which has been developed to deliver efficiency through process automation and AI.
It’s a difficult time to be in the hospitality industry but the next few years will be about bouncing back. Those risking their own health working on the frontline have made a future recovery possible. Organisations are recognising the strength of those partners they work with and will come out of the pandemic with stronger working relationships than ever.
www.dma-group.co.uk/ twitter.com/TomorrowsFM
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