The sudden outbreak of COVID-19 has put a halt on the everyday lives of many individuals and businesses across the world. Uncertainty has been lingering for quite some time now, but as case numbers appear to be dropping slightly and businesses are slowly beginning to re-open, it shows a speck of light at the end of the tunnel for many. But what will that light actually look like once we reach it?
Adapting to Shifting Customer Values
The vast majority know that we will have to adapt. Not all things will be as they used to be after the restrictions lift, at least for a while. All businesses and institutions, large and small, will be affected by this – offices, schools, hospitals – but what does this mean for hotels, restaurants, and cafes? These are the places that bring people together to socialize and gather, to conduct business, to relax.
The average hotel guest and restaurant customer will now have heightened expectations of their surroundings and a narrowed perception on safety, cleanliness, and overall quality, and it will now be our duty to communicate what those cleaning and safety actions are to our patrons.
The hospitality team at Millcraft has been taking proactive measures to ensure each of our hotels and restaurants is well-equipped for the journey ahead. This includes disinfecting equipment for frequent cleaning and sanitizing, access to masks and thermometers for employees, increased delivery and take-out options, and social distance layouts.
Updated Hotel Furniture Layouts and Cleanliness Standards
Cleanliness standards have always been top priority at our hotels, but now, more than ever, guests will be looking for assurance of frequent sanitizing of common areas and guest rooms. One way we are tackling this is by investing in commercial-grade equipment that can sanitize large areas at a time. This type of equipment, also used on airliners and in hospitals, is in high demand and and should be ordered sooner than later.
Floor markers throughout public areas, like at the reception desk or breakfast area, will help guests maintain an appropriate distance of six feet between one another. Temporary acrylic panels may be used as barriers between guests and employees at reception desks and any other areas where interaction is present, as well.
Furniture may be rearranged to be more spread out in public areas, like the lobby shown below, and give a 6-foot distance between various seating groups. While some guests may be traveling alone, others may be traveling in groups and prefer to sit together, so keeping flexibility and providing options is important.
Before & After: Layout changes to a hotel lobby and breakfast area.
Operational Changes at Restaurants
At our restaurants, we’re taking the same precautions when it comes to safety, cleanliness, and distanced seating solutions. Launching our own online ordering systems for take-out and delivery for each of our restaurants will give customers a safer alternative to dining in and will continue to do so as we move forward.
Using additional platforms like DoorDash and UberEats are also useful and popular, however they carry a hefty commission. If customers do choose to dine-in, tables and chairs may be spaced apart enough to give customers a sense of safety, privacy, and comfort between other parties. Stricter cleaning and disinfecting practices will also take place on a daily basis and between dining encounters.
Before & After: Social Distance Dining Layout for an Urban Bar & Restaurant
Although efficiency in the hospitality industry has always been priority, the emphasis will likely be shifted to safer and hygienic practices. Some examples of additional strategies we may begin to see take place in hotels and restaurants upon reopening are:
- Increased use of masks or gloves by employees
- Cleaning POS terminals or using hand sanitizer between transactions
- Cleaning credit cards before and after transactions
- Contactless transactions by customers using “pay-at-table” functions
- Removing condiments, salt and pepper shakers, and other items from dining tables
- Greater access/visibility to hygienic products like wipes or hand sanitizer in public areas
- Using pre-packaged cutlery or tableware
- Servers or screens at buffets (or elimination of buffets altogether)
- Coverings over meal plates that are removed tableside
- Offering e-receipts instead of paper receipts
Before & After: Social Distance Layout for a Fine Dining Restaurant & Bar
The Road Ahead for Hospitality
We are working diligently to ensure our properties will be ready to accept our guests and customers with open (but cautious) arms, giving them the same quality service they have come to expect over the years. The one thing that is certain is that the post COVID-19 world will give us the opportunity to learn more, adapt to guest needs and drive us to rise to the challenge, coming out stronger and wiser on the other side.
If your hotel or restaurant is in need of post-COVID space planning or operational support during these uncertain times, we can help. Our experienced interior design team, and hospitality management professionals are available to help you build the best reopening strategy for your property. Contact us today to learn more.
Sources:
https://hospitalitytech.com/restaurant-business-model-changes-post-covid-19-world
