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Before Covid and After Covid

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The terms BC (Before Christ) and AD (Anno Domini) define the numerical labels of the Gregorian calendar which is used throughout much of the western world. For hoteliers, this approach must be adapted to the world of the “Before Covid” which ended in 2019, and the “After Covid” which is taking place before our eyes at this very moment in 2022.

The effects of the pandemic have been of such magnitude that it is almost pointless to compare the results of AC activity with those of British Columbia. Since the effects of the coronavirus can be seen as a direct result of the world’s increasing globalization, travel, hotels, restaurants, cruises and airlines have all been disproportionately affected. In addition, changes in sectors including retail, office, housing, medical, telecommunications, transportation, shipping, technology and others have also had secondary influences on hospitality.

Covid has created a new order in which hoteliers operate. Here are the key areas where the change has been most noticeable and what you need to keep thinking about when pivoting your operations:

1. Labor

Before Covid: Labor was an expense. Hotel management was all about finding ways to reduce labor costs. Hourly labor was expendable.

After Covid: Labor is now a hard-to-obtain resource where executives must trade off the salaries offered by the compensation package with associated non-salary incentives.

2. Technology planning

Before Covid: Technology was something that GMs passed on to their IT manager. No rush, no worries, no matter.

After Covid: Technology is essential to all operations and interdepartmental productivity gains. GMs need to take a hands-on approach to building a complete technology stack.

3. Revenue Analysis

Before Covid: It was about RevPAR, analysis of compensation rates and working on the minutiae of those details.

After Covid: A strict head-to-bed approach cannot provide a solid headline. Now intelligent decisions are based on TRevPAR, optimizing revenue per guest across all operations.

4. Team Communication

Before Covid: Communications were in person and often untracked. Meetings were de rigueur, which meant lots of meetings and lost productivity.

After Covid: The use of videoconferencing is fully integrated and accepted as a substitute for face-to-face contact, while electronic documentation of service orders and tasks is mandatory.

5. Customer relations

Before Covid: Staff have been encouraged to connect with the customer, as indicated by brand standards, SOPs and the age-old maxim of “high touch” hospitality.

After Covid: Offering contactless options is key to customer relations. Indeed, the client often prefers to treat the property in this way.

Larry Mogelonski
Mogel Consulting Limited Hotel

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