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: