The coronavirus has taken a huge toll on the hospitality industry, and in response businesses across the globe have had to adapt how they typically run things. For many businesses in the hospitality sector, this includes using innovative technologies to create an environment that makes guests feel both safe and comfortable.
At Killjoy, Raleigh’s newest craft cocktail bar, we’ve stationed a digital scanner right outside the doors that takes each patron’s temperature and ensures they don’t have a fever and are wearing a mask before they can enter. The scanner has proven to work efficiently and affectively, and not only impresses our guests but makes them feel safe when coming into our business.
Many additional restaurants are using digital QR codes that guests can scan to see food and beverage menus, along with technologies that allow them to pay without handling a bill presenter or giving their card to an employee. Kiosk or in-app ordering lessens interaction between employees and guests as well, reducing the possible spread of germs and ensuring that customers feel safe when they’re ready to go out to eat.
Touchless customer service is apparent in hotels too. Like many other hotels, MGM Resorts have imposed a seven-point safety plan that includes social distancing, plexiglass barriers at common gathering spaces like lobbies and a contactless check-in experience in which guests use a mobile app to check-in, pay their bill and get a digital room key.
Signage has also helped guests navigate what can otherwise be a new and confusing experience. These materials instruct guests to stay six feet apart from each other and explain how to use new technologies such as the QR codes or apps. These extra steps that hospitality businesses are taking have proven to be very important to patrons as they start heading out of their homes again, as shown in a survey by OpenTable.
Through all the new technology, masks, reduced capacities, rules and other regulations, the hospitality factor has stayed prominent. Businesses are ensuring they’re doing everything and anything they possibly can to make guests feel comfortable, all while maintaining the congenial personality of the hospitality industry we all enjoy.
At this hotel and its restaurant, the staff wore photo buttons to show what their faces look like behind the masks. Kind of a great idea… for everyone! pic.twitter.com/ky0Uv0Vg4r
— David Pogue (@Pogue) July 7, 2020
In the tweet above, a hotel and restaurant that CBS “Sunday Morning” correspondent and New York Times contributor David Pogue recently visited had staff wear buttons of their faces to show customers what they actually look like behind their masks, a great way to still get that personal connection with customers we expect when visiting any hospitality business.
At the end of the day, making our customers feel safe is what’s most important to those of us in the hospitality industry. Though these adaptations might seem excessive, I personally believe that they are necessary in creating a comfortable environment for guests that allows them to enjoy themselves outside of their homes without worry.
If you’re looking for guidance on operating your business safely without losing the personal touch, let’s schedule a time to chat.