Pandemic over - Service over?
While I unfortunately still have to travel in Europe in this times I can’t help noticing the cut in service everywhere. Corona is the big excuse and while some measures can be explained by Corona many are just service cutting to save cost with a welcome excuse. While politicians can easily explain all mistakes with corona and get away with it (they are exempted from responsibility) hotel and restaurant business can not. We have to take responsibility and provide service otherwise the guest have every reason not to return to us.
Hotel-service
No restaurant - no Bar - but nothing else?
Reception
distance, plexiglas and mask is something we have unfortunately to except. Hopefully only for a time but seeing Germany where politicians seem to love to have the lockdown it might be forever. Lucky other countries react better.
Before a receptionist is lecturing me about laws rules and regulations I would just need some nice words of welcome before I am told what I will not get when it comes to service.
The first question: “Are you a tourist?” serves as a little trap as they will kick you out right away because tourist are banned in German hotels.
HKSP
no service - no cleaning - only on demand. Anticipate guest needs? That was yesterday. Take care of your properties maintenance and cleaning and pest control? Bed bugs and other insects have a good time. And will be more than happy to welcome your guests again!
cut staff only? Seems to be the only solution. Really?
the check in rooms - some with fancy label “clean and disinfected” looked everything but well cleaned and disinfected. No staff no service, no supervision.
Corona times with almost no guest let us get away with it but after that?
Room-service
nor restaurants or bars open that is fault of the politicians but room service is offered. So why not hire a few more staff to clear the trays? Every-time I had to stay in a hotel the floor was always littered wit dirty dishes and trays.
Airline approach
the announcement said: “We have adjusted the service to the current situation”. That means instead of a normal full beverage selection everybody gets 1 bottle of water and a plastic wrapped something.
Beverage service might be explained by less contact but more paperwork then ever results in more contact with crew and ground staff.
all online - with printouts. An online check in has been changed into counter check in for everybody. A lot of people more to meet.
billions of bailouts from governments without explanation where the billions of profits went from the last years result in service cuts everywhere.
When this is over one day many hospitality venues will stay with this service cuts as its just nice to increase profits. Guests should remember to avoid the places that do not offer honest service. Hospitality should remember that service is more important than fancy deco, cheap prices.
Here I unfortunately believe that many of this service cuts will stay!
Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality and the Swiss International University earned his Master Certificate in Hospitality Management from Cornell University, USA. He has a diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.
www.itsjusthotelsservice.com, contact@itsjusthotelsservice.com