HOTELS & HOSPITALITY
general, with 42% of respondents admitting to cleaning their room before using it.
End of Tenancy Cleaning quizzed 1,894 Britons on their attitudes and impressions when visiting a hotel. Many guests expressed concern about the cleanliness of various in-room items including the bed-linen, drinking glasses, remote controls, light switches, telephones and decorative cushions.
Customer confidence can be rebuilt in a number of ways as people return. For example, contactless technologies such as online check-in and keyless entry will help to reassure guests when they arrive.
Buffet breakfasts represent a risk because diners will be moving from food station to food station, browsing the options and handling shared dishes and utensils. These buffets could be replaced with room service, table service – or even a breakfast takeaway box.
If public spaces are opened out as far as possible this will help prevent logjams and congested passageways. Natural one-way systems can be created using clever
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interior design and the smart placement of furniture, allowing guests to walk around safely without being in close proximity with other customers.
And of course, cleaners should carry out their work visibly and hand sanitisers should be made freely available.
It is also important that any steps taken to enhance guest safety should be well communicated to customers. Prominent signs and posters will help to get the message across, and hoteliers could target former guests with emailed information on how they have stepped up cleaning regimes and what new measures they have introduced to keep people safe.
Guests are excited to be able to return to hospitality outlets in order to attend that important business meetings or take that well-earned leisure break. It is up to hoteliers to raise their game and to give customers the incentive they need to actually make the booking in the first place.
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