The hospitality industry is entering uncharted territory. As concerns surrounding the continued transmission of COVID-19 continue to mount, we find ourselves isolated in our homes, unsure of when this pandemic will pass. What does the future hold for our communities? Moreover, what will this crisis mean for those businesses who have ceased operations due to recent recommendations and mandates for complete shutdowns?
A toolkit for navigating global crises like COVID-19
The Hospitality Sales and Marketing Association International (HSMAI) is providing resources to help hotel and travel industry professionals stay informed about the impact of the coronavirus (COVID-19) outbreak on hospitality and tourism industry sales, marketing, and revenue optimization, and put crisis management techniques into play through its Global Coronavirus Resources webpage.
Uncertain times are a catalyst for change, especially within the hospitality industry. Hospitality, after all, has always held a somewhat notorious reputation for being reluctant to change. While other sectors are, by nature, more malleable to new-edge advancements and best practices, our industry often takes its time, testing the waters long before making the commitment to dive in. That is until a global event inspires disruption that simply can't be ignored.
Much has already been written about the impact of the Coronavirus on the travel and lodging industry, and Ill leave it up to the experts in each field to talk about how this impacts revenue, distribution and cleaning procedures. Right now, Im in the middle of two straight weeks of delivering workshops on hospitality and sales training throughout Hawaii, and so Im going to address a question my participants are asking.
Human experience: At the heart of learning, living, connecting, and business loyalty
Of all the issues that meeting planners consider when selecting an event venue, safety and security now are top priorities, according to a 2019 Destination Meeting Assessment Program survey conducted by Smith Travel Research.
The delight of a luxurious weekend getaway. The relief after a long day of travel. The joy of a family adventure exploring a new city. A hotel room is much more than a place to lay your head – its the setting for new experiences and the feelings that accompany them. These uniquely human feelings are easy to recognize, but almost impossible to describe.
Not a day goes by when 'business as usual' is not disrupted by the unexpected. The unexpected can take many forms: airline crashes, cyberattacks, hurricanes, power outages and even heinous criminal acts including human trafficking.
For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training company to the top minds in lodging. The year was 1989 and my proposed company name was Check-Inn Training. I remember one industry icon in particular who, upon seeing the name on my binder, said 'Bad idea young man.' He proceeded to hand me a copy of an article from what was then called Hotel & Motel Management, in which a headline read 'Front Desk Staffs To Be Replaced By Kiosk Check-in Machine.'