Has COVID-19 killed that 'vibe' in hospitality?
As of now it certainly has – but fear not, it can be resurrected. Let me explain.
You can tell the whole world about how safe your hotel or restaurant is. How you have taken every precaution possible to keep your guests and staff safe from the virus, by frequently sanitising and disinfecting every nook and corner in your hotel. You can even get your level of cleanliness regularly checked. In fact you can have your establishment certified as a ‘clean and safe’ place.
Going even further, you can conduct opinion surveys from those who have visited your property and boast that the high scores confirm the ‘true’ (although not often), state-of-your operation. But one thing that will rarely get measured during COVID-19 is the ‘vibe’ in your property.
There will be one vibe though, that will definitely come across when walking in to any hotel. The inescapable vibe of ‘safety first’, immediately noticeable by the face masks worn by hotel employees, some standing behind Plexiglas shields put up in front of counters - while, a staff member is waiting, thermometer in hand, to take every visitors temperature.
There may be a ‘twitchy and hesitant’ vibe in some instances, but overall, the mood will be a quiet appreciation of being able to return to some sense of normality. That’s good enough for now. But, will it be good enough to make guests want to return? How do you create that excitement? By attempting to bring back some of the ‘vibes’ we knew- before COVId-19 hit?
One way is perhaps with music. Music can create a vibe (as it has always done – be it at a celebration, church or funeral). Music has been used as part of the ‘lifestyle’ experience. So, why not create different ‘music zones’ on the property? Create that space and lively feeling.
There is something about the sense of smell that creates powerful emotions. What better way than for guests who come to the restaurant for breakfast to get the aroma of freshly baked bread and freshly brewed coffee?
Finally, unless you have a property that has a glorious view – one that guests will never tire of, whatever your architect or designer has done, whatever stunning pictures of your food that gets uploaded on social media, nothing will work without the right team in your operation.
What your guests see, hear and smell is part of the experience. Which of these would you want your guests to remember during COVID-19?
Think about it.
Hospitality Sri Lanka
The above article is from our video series “19-Hospitality Related Questions on Covid-19", which can be viewed on our Youtube channel here Why not take a moment to share your experience with us, or if you have a question you'd like answered, get in touch through reachus@hospitalitysrilanka.com We hope to hear from you, and in the meantime, check out our social media feeds on Facebook and Instagram.
Shafeek Wahab - Editor, Hospitality Sri Lanka
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