The need to communicate has never been bigger. This might be obvious, since there are many new procedures, details, information etc. which need to be communicated to the guest. Which hygiene protocols are in place, how many guests are allowed in the restaurant, which rules are in place in the pool and sauna area, which tourist sights are available and open around the hotel, how best to get there and on and on it goes. Many regulations will differ from country to country or even region to region and many of them will change over time.

From all this increased need to communicate, this need to push information towards the guest, just don’t forget to also pull information by asking.

Communication is a 2way street. It is not only about providing information but also about asking the guest about his or her demands. With so many unknowns around us it is way better not to assume that we know what our guests would prefer but to ask them instead. These demands might or might not be different compared with the time before this pandemic and they might or might not be different from guest to guest. While some would appreciate housekeeping and turn down service as part of the luxury experience in a first class hotel, others might see it as intruding of strangers in their private place. Same for example with valet service. Hospitality and especially luxury has also to do with providing options so the guest can decide.

Yes, low touch technology can truly help in times like this and we provide a great variety of it – check it out here and here. And it luckily doesn’t only reduce touches, it also improves convenience, service and efficiency.
But it will still be important being sensitive to guest behaviours, to their social cues, asking and listening, finding out how they prefer to be treated. Keep hospitality high, just physical contact low.