Set up for success: Addressing guest expectations regarding COVID-19 and sanitization



industry professionals sat down with Today’s Hotelier to talk about setting up their staffs and guests for success and safety as we continue to navigate COVID-19.

Alex Cedra, Senior Vice President of Operations, Terrapin Hospitality
“COVID-19 has increased the need for technologies such as mobile check-in apps, keyless entry, and mobile concierge services, which allow the guest a contactless experience bypassing the front desk and allowing them to have their requests met with minimal to no contact. Some of the top cleaning/sanitization guests expect are frequent antiviral cleaning of public high-touch areas in accordance with CDC recommendations.”

Gabriel Stein, Senior Associate, CHM Warnick
“When approaching how to support your housekeeping staff, two major considerations are 1) implementing well-developed training programs, and 2) ensuring that staff have all the equipment and supplies they need to effectively and safely complete their jobs. Training has always been an extremely important aspect of employee development, and good programs are key in ensuring positive guest experiences. With so many health and safety guidelines changing, and with the advent of new, unfamiliar equipment, ensuring that your staff receives proper training and support is paramount.”

Fouad Malouf, Senior Vice President of Operations, Red Roof
“[We] worked in conjunction with AHLA, serving on the Safe Stay Board to guarantee our practices were aligned and followed all CDC recommendations. While in development, we also consulted AAHOA and our own Franchise Advisory Council to ensure these new protocols would be embraced by our franchisees.”


Sanjay Bedi, Senior Vice President – Operations, Real Hospitality Group
“Apart from having sound cleanliness in place, we need to communicate. Guests don’t always see what happens behind the scenes. During the check-in process, the front-desk agent takes time to explain to the guest what precautions we’ve taken. We also use social media platforms like Facebook and Instagram to show videos of staff in action.”


Comments are closed.