We recently had our second webinar in the Leadership series with two seasoned technologists. As I sat in my living room, listening to Barry and Jo describe their battle-readiness with COVID, I couldn’t help but notice the underlying theme present… How fragmented the thought process of our industry has been toward technology over the last couple of decades!
There was a rawness evident during our hotel leadership webinar last week surrounding two hoteliers who survived and operated their respective hotels in two of the hottest COVID-19 hot spots- New York City, New York and Wuhan, China. These two warriors, Chris Horn from Sixty Hotels and John Png from Frasers Hospitality, battled their way through a war of sorts and 67+ Days of lock down in their respective cities.
It used to all start with a smile and a handshake or a hug (considered quite normal in most regions), isn’t it? All your business meetings, a guest welcome, an evening get together whatever it be ... The eye contact and the physical presence has been such an integral part of all our interactions thus far, especially the Hotel industry which thrives on socialization and human interaction.
Customer Support is really important to us. We care. I care. As an organization, we try to constantly strive to improve our responsiveness, our tools and understanding of our customer base challenges and concerns. We know some consider having a service optimization platform as a luxury. We view it as a necessity to operate a business today---same goes with 24 hour support during this time---a necessity.
For nearly the last 10 years, I have been lucky enough to be part of a lot of conversations about how the check-in process would evolve. People---Technologists, Hoteliers, Industry leaders said that the front desk was a dinosaur, technology needed to be created to better harness a mobile check in process, many travelers don’t want to be bothered to stop at a desk. Yes, customers will download an app so they can leverage mobile key and my personal favorite statement—your guests want the power of choice. You get the idea. Oh, by people, I kinda meant me.
The recent COVID-19 pandemic has brought chaos to the tourism and hospitality industry. Some Governments blocking both inbound and outbound travel, airlines grounding entire fleets of aircraft and international hotel chains furloughing tens of thousands of employees worldwide – this is not a happy state of affairs.
However, in true hospitality style, the show must go on. Our industry always puts on a good show. One of substance; a show of strength, a show of kindness, a show of true service. I was once running a dinner service for a packed restaurant on New Year’s Eve and a guest came up to me afterwards and told me: