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After many years of emphasizing the importance of communicating with people, welcoming customers, employees will now encounter visitors with masks on their faces (after which they will not see smiles). Many other hotel traditions are also threatened.
“The buffet may not be available at all,” said Tamara Mims, president of the Four Sisters Inn small hotels association in Monterrey.
Phil Cordell, head of Hilton’s new divisions, has a different opinion: “I don’t think there will be any (buffet) left. I think the preparation and presentation will change in the long term. “
How else will hotels work change?
New partners in the Hilton hotel chain are disinfectant manufacturers Mayo Clinic and Lysol. A week ago, the global hotel company announced that it would use the experience of the RB company (owner of the Lysol and Dettol products) and would use the advice of the Infection Prevention and Control team at the Mayo Clinic.
“It used to be cleaned behind the scenes,” said Ph. Cordellis. “Now everyone will expect it to be visible.”
Many of the new hotel rules will depend on local laws. Either way, there will be more hand sanitizers in the near future, more signs of social distance, less furniture (to make more room), and all employees will be wearing face masks.
Hilton will think about how to change the smiles of employees, perhaps with a gesture, for example, to add a hand to the heart.
Ph. According to Cordelli, during the busiest time for new people to arrive and customers to leave, the most frequently touched surfaces in the lobby are cleaned every hour.
At the most luxurious Hilton hotels, guests will be greeted by staff wearing white gloves, a symbol of luxury and cleanliness.
In cheaper hotels like Hilton Hampton Inns, people used to put the desired accessories on breakfast waffles, etc., and now the hotel will select between six and eight of the most popular breakfast dishes and put them in plastic packages.
Guests can have breakfast in the lobby, bring food to their room, or take it out of the hotel. Only morning waffles can no longer be produced.
At the Wynn Resorts in Las Vegas on April 19. A report from manager Matt Maddox was released on why their hotels would start operating in mid-May at the earliest.
According to Maddox, the thermal cameras at all entrances “will allow our security team to perform non-invasive temperature measurements” (those with temperatures will not be allowed to enter). All staff will be required to wash their hands every hour and guests will be asked to disinfect their hands and wear masks (provided by the hotel).
No more than four people may drive the elevator, the elevator buttons will be disinfected at least every hour. If there is a problem with the security guards, they will be disinfected after each use of the handcuffs, as will the room in which the detainees were located.
The Marriott chain, with 7,300 hotels worldwide, plans to introduce a series of security measures, such as powerful disinfectant sprays that will disinfect room surfaces and common areas, and disinfection will be frequent. The company is testing ultraviolet technology for cleaning, hotel receptions can be divided into separate departments.
According to Marriott spokeswoman Connie Kim, the food will be delivered for a time. When the hotels are full again, the dining rooms will respect social distance and will likely bring food to the tables instead of customers picking it up as before.
Smaller hotels, like the 16 small Four Sisters Inns in California, will also change, with more frequent messages and emails with customers during their stay to meet their needs and ensure social distance. Cookies in the hotel lobby will be replaced by cookies on the way to the rooms. In lieu of a buffet breakfast, reservations will be accepted and taken to the hotel rooms.
Efforts will be made to clean hotel rooms more thoroughly, and rooms are likely to accommodate a small number of people.
It goes without saying that the hotel industry has suffered heavy losses. According to the American Hotel & Lodging Assn., One-seventh of American hotels are currently empty, employees laid off or on long vacations.
Already on April 27. Airbnb has announced that the accommodation must be empty for at least 24 hours.
Four Sisters hotels intend to follow the same principle. The rooms will not be serviced daily by the rooms, but only after the guests have finally left the room. Smartphones probably need to install applications that perform the function of a room key.
Before the coronavirus outbreak, a device was developed at Marriott hotels that allowed guests to be notified when a room was ready, sign in with a smartphone, and unlock a room with it.
Guests with the application can order food to the room, which will be packaged and delivered, avoiding contact.
The Hilton also has a similar app that allows guests to select a room, sign in, and unlock. This application was created to save time even before a pandemic. It was used by about 30 percent. guests, many more people are expected to use it now.
Will there be more changes? There will almost certainly be. At the Marriott hotel chain, the Global Cleaning Council decides on changes to the company’s 32 brands, from the Ritz-Carlton (the most expensive) to the Fairfield Inn (the cheapest).
Hilton hotels strive for maximum cleanliness with new brochures and magazines. “We will go step by step, we will see how people react,” said Ph. Cordellis
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