Checking in a hotel post-COVID: Reimagining hospitality

A luxury hotel that doesn’t have a buffet or a lavish brunch would have been unthinkable for many a few months ago. But today, in the era of Covid-19, the thought has changed completely.

There will be plexiglass at the front desk. The menu card? Replaced with a digital menu. In-room dining will be a priority and the good-old handshake has already taken a backseat. 

Body temperature checks for guests will be mandatory. ©Hyatt

The onset of Covid-19 has prompted a sea of change in hotel operations that could alter everything from how guests check-in to how rooms are cleaned – from being ‘aesthetically clean’ to ‘clinically clean’. So, the next time you decide to book your hotel stay, here’s what you should look out for and tips to stay safe:

Sanitised Arrivals

You’ll pass hand-sanitising stations and see signs indicating social distancing measures. Throughout the hotel, there are signs with reminders for how to wear, handle, and throw away masks. You may notice furniture arranged differently as the hotels work to promote social distancing. The elevator should have been cleaned by the time you hop in – employees are cleaning elevators at the start of their shifts and during the day. You’ll notice floor decals and signage allowing only 3 to 4 people in an elevator. 

Following the health and safety guidelines - hand sanitizers must be kept at the reception for guests to use ©Hyatt

Before booking a stay, make sure you research the hotel’s plan to protect guests and staff. The greatest risk of transmission comes from being in close contact with other people. The less contact you have with other people, the better off you will be. While you can’t control the actions of others, you can find out what a hotel is doing to encourage safety among guests and staff. A hotel’s defense against the spread of germs will begin before a guest even enters a hotel. Hotels may require guests and visitors to be screened for temperature checks as they enter the hotel. Front-desk agents will be equipped with face masks and gloves to complete check-in and check-out procedures as well as handle guest requests.

On arrival, you’ll also be asked to fill in a form declaring your details, country of origin, etc. according to the Indian government’s norms on Covid-19.

Apps for contactless arrival and departure

Guests will have various options to check-in using digital apps. ©LDprod/Shutterstock

You will likely see hotels going digital in every aspect from rolling-out contactless initiatives, such as mobile check-in and digital keys to digital payments. Check-in and door-key apps have been implemented over the past several years, but the pace will need to accelerate quickly so guests can more easily open doors in public spaces and complete check-in and checkout procedures digitally. You may see at least a pause in guests handing over their credit card and ID, and payments may be limited to the card listed on the original reservation made online so cards don’t need to be exchanged and handled by multiple people.

Guest room and amenities

You might see an official room seal indicating that a room hasn’t been accessed after being sanitised. Hotels are using advanced techniques like electrostatic sprayers and ultraviolet light to make their processes even more robust. 
There are more than 100 touch-points in a hotel room. The entire focus is on reducing the common touch-points as much as possible and sanitising the remaining ones. To maintain seamless operations, hospitality companies have collaborated more closely with solution providers like Diversey to ramp up the use of cleaning chemicals.

All measures will be taken to properly disinfect your hotel room. ©Hyatt

According to Puneet Baijal, General Manager at Hyatt Regency Ahmedabad, the priority for hotels is to focus on the safety and well-being of the colleagues and guests. “Guided by our purpose of care and experience of delivering world-class hospitality for more than 60 years, Hyatt has announced a Global Care & Cleanliness Commitment to further enhance its operational guidance and resources around colleague and guest safety and peace of mind. When we are all ready to travel again, we want to make sure that every colleague and guest coming to Hyatt Regency Ahmedabad feels confident that each aspect of our commitment is designed with their safety in mind, and that we’re putting their wellbeing first. To do this, we are critically examining the hotel experience from every vantage point – from our rooms and our lobbies to our spas and dining – bringing in the latest research, technology, and innovation to make that happen.” 

The hotel has increased frequency of cleaning and disinfecting of high-touch surfaces and areas like lobbies, guest rooms, restaurants, meeting and event spaces, recreational areas, public restrooms, fitness centres, elevator buttons, all employee areas, and more to help eliminate any potential bacteria and viruses, including COVID-19. 

Sanitise your room upon arrival

Although hotels should be properly sanitizing rooms between guests, it doesn’t hurt to double down and do a quick clean yourself, especially on high-touch areas like doorknobs, light switches, TV remotes, the bathroom, and any flat surfaces like tables or countertops.

As a safety precaution, make sure to sanitise your room after checking in. ©SSokolov/Shutterstock

If hotels and other accommodation facilities are transparent about their measures and are making an extra effort to keep everything clean, you should be okay. Remove the bedspread when you first come into the room, put it in the closet, and wash your hands. Many hotels will now have two different teams to clean your room – one that will take care of the trash and the dirty linen while the other that’ll take care of placing the clean stuff in your room. This makes sure there’s no contact between the used and the fresh linen or amenities. 

Differences in dining 

Hotels are advised to use disposable menus in the dining area. ©Hyatt

Given that you can’t eat or drink with a mask on, you’re best off avoiding the hotel’s restaurant and bar and instead ordering room service. Dining in your room will limit your contact with others, so room service would be a safer alternative than going to a restaurant. However, make sure the staff members who bring food to your room are following strict protocols to ensure minimal interaction for the safety of both parties. Hotels are also providing a contactless delivery where your meal is left outside your door for added safety. You’re going to see social-distancing measures continue to apply within hotel restaurants and clubs, and guests will probably turn to room service in higher numbers. 

Changes to other public spaces

Hotel pools, gyms, and spas are other areas where you’ll notice major changes. In the gym, you may be worried about using the equipment. That’s why you’ll see mask-wearing attendants in the fitness centre to ensure equipment is wiped down and disinfected between uses. And you will see a reduction or elimination of amenities like headphones and fruits.

Physical distancing of at least 6 feet to be followed between guests and staff members. ©Hyatt

In the spa, staff members will also have to wear PPE, and there’s a good chance the menu of treatments will be trimmed significantly to cut down on the spread of germs and minimize contact. However, experts suggest avoiding the usage of spas and pools immediately. The gym is going to be problematic because getting people to use masks may be challenging. And if they're not using masks, and are having an aerobic workout, they're going to expel even more respiratory secretions over greater distances. 

And before you book a spa treatment, definitely ask questions about the spa’s safety and cleaning protocols, and if you have any doubts, skip that massage.

In-house Hygiene Manager

In many hotels, you’ll see a dedicated hygiene manager meeting you upon arrival, explaining the new normal and the measures undertaken by the hotel to maintain a safe and hygienic environment. It is advisable to have a frank chat with the hygiene manager, clearing all your doubts about your stay. 

A dedicated hygiene manager will take you through the entire cleanliness process. ©Hyatt

“We have a trained Hygiene Officer certified by GBAC (Global Biorisk Advisory Council), who will be responsible for adhering to new operational guidance and protocols laid by the local authority and Hyatt Regency Ahmedabad, some of which include colleague certification, training and recertification process for hygiene and cleanliness, increased frequency of cleaning with hospital-grade disinfectants on all high-touch surfaces, guestrooms and shared spaces, implementation of enhanced food safety and hygiene protocols for restaurants, room service, and group meetings and events, contactless ordering, prominently placed hand sanitizer stations throughout hotel public and employee areas and entrances,” adds Baijal. 

Check-out

Face masks have to be worn at all times inside the hotel. ©Hyatt

Just like you checked in, you use your phone and avoid the front desk again to socially distance. It may not have been your typical hotel experience, but all things considered, aren’t you happy to have escaped your home for a little while. Ask the staff to mail you the invoice instead of getting a hard copy and if they do not have a digital check-out app, there will be a key drop box where you can place your room key.