If you offer f & b services, now is the perfect time to test new approaches that will get your food & beverage strategy in the best shape ever, and generate much-needed income.Find out how.Though the pandemic has had profound effects across all industries, few have felt the very real impacts of the major pandemic as much as the travel industry. Impacts for hospitality properties that also support restaurants, bars, or even room service have been especially fierce. Exploring ways to keep hotel restaurants, bars, and other food services in business and making money is an important task of any hospitality property owner or manager.Designing your food & beverage strategyCreating a safe and comfortable environment is crucial at a time when Covid-19 is still on everyone’s mind. Your first step is to find out which new and any updated rules and regulations you must implement in your F&B department. Check your local authority’s guidelines and brainstorm how to put them into practice.Since running a restaurant normally involves close contact with guests, you’ll also need to adapt some of your SOPs while keeping everyone safe.Standard operating procedure ideas• Standards for the correct use of PPE • Let staff serve the food at the buffet• New cleaning and sanitizing schedules and procedures for equipment, surfaces, etc.• A process for employees who feel ill or test positive for Covid-19• Plan for proper training when you update your SOPsKeep the focus on your guestsInteracting with guests is going to be different and at times might be challenging. Regardless of the services you offer or how you change your procedures, make your guest’s wellbeing your top priority. Give them space to accept or refuse certain services and show that you take their concerns and safety seriously.Continue watching or reading and I’ll share more ways to keep your food & beverage department in business and profitable…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/a-food-and-beverage-strategy-for-success-post-covid-265Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/8WgU1eNSkPgA Division of Keystone Hospitality Property Development

Hospitality Property School

A Food and Beverage Strategy for Success Post-COVID | Ep. #265

Post COVID-19 it will be more important than ever to build guest trust and provide a great experience. Here are 6 ways your hospitality property can take advantage.Build your guest's trust while offering a great experience, pre-COVID-19 strategies might not cut it. Even though we are still feeling our way into a new future, here are 6 techniques that have already show promise.1. Personalize your guest’s experienceTechnology is going to be of utmost importance for the future of the hospitality property industry but we can not afford to totally get lost in the world of gadgets.According to American Express Travel, 93% of travellers indicate that the value of personal service cannot be replaced, regardless of technological advances in the travel industry.So what can you do to get to know your customers better? • Ask why they travel and what they are specifically looking for when they do. This enables you to build a more personable rapport with your guests.• Integrate a customer relationship management system and operating procedure, to keep track of everything.• Enact policies to provide all guests with a hyper-personalized service.• Partner with local companies to provide experiences and offers. • Collect all happy customers´ reviews. They will strengthen your online reputation. This does not mean ignoring guests who have had a less than stellar experience, you can still try to salvage it and turn it into a winner. More than often, guests with a complaint are very appreciative of being listened to and having their complaints addressed promptly. • Promote word-of-mouth marketing among your guests by asking them to tell their friends, family, and work colleagues about their positive stay. Word-of-mouth remains the most effective marketing strategy of them all. Continue reading or listening and I’ll share with you 5 more ways to build your guest's trust with a great experience, right after a word from our sponsors.⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/6-ways-to-build-guests-trust-with-a-great-experience-264Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/RI5g-b-HfSgA Division of Keystone Hospitality Property Development

6 Ways to Build Guests Trust With a Great Experience | Ep. #264

Once the Covid lockdown measures are almost completely gone, guests will still need assurance that hospitality properties have taken the necessary steps to ensure onsite safety, but these steps could be harmful to revenues. Here’s how to balance with post-Covid measures.Guests largely choose the properties they intend to stay at based upon emotional factors.What this means is that when non-staycation travel starts to ramp back up, numerous guests will suffer from what is best defined as ‘post-coronavirus stress disorder’ (PCSD), and to alleviate PCSD or any other sanitization-related anxieties, hospitality properties will need to be scrupulous in their approach to both guestroom and public area cleanliness. Other measures might include:•Asking to see guest Covid passports or positive test results•Having all employees wear the appropriate PPE •Putting hand sanitizer stations everywhere•Extensive deep cleaning of every room after check-out•Room occupancy buffers before the next check-in•Taking visitors’ temperatures before entry•Clearly marking off six-foot distances for waiting lines•Erecting plastic barriers to cordon off certain areas•Increasing the spacing between all dining tables, etc.Long after the pandemic has run its course, many of these Covid-specific safety protocols may switch from having a positive emotional effect – that is, relief, peace of mind and trust in the property – to a more negative effect reminding people all they have endured during this bizarre period.Smart hoteliers and innkeepers will have to take all the correct steps to ensure guest safety while keeping in mind that many of these steps are conditional in that guests won’t want to see any such reminders as the pandemic passes. Post-Covid measures to balance guest demands High-end properties have been providing white-glove service and practicing a respectful distance to their guests for decades. Modifying these practices to fit into your property could not only ensure a safe environment but improve the customer experience.You need to look at this time as an opportunity for change, to implement fresh ideas and renew your services.Let’s look at the possibilities.Continue watching or reading and I’ll share with you what the future will look like after the lockdown...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/what-post-covid-measures-after-the-lockdown-will-look-like-263Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/9jBgCD_AuSgA Division of Keystone Hospitality Property Development

What Post-Covid Measures After the Lockdown Will Look Like | Ep. #263

Whether you’re nurturing relationships with past and potential guests during this period of low demand, an active email list is the most valuable marketing asset for hoteliers and innkeepers.Are you looking at how to build an email list with lead magnets? Stay tuned.How do you start an email list, if you haven’t already? Is there a more effective lead generation method for hospitality property’s beyond putting a “Subscribe here!” form onto your website?Yes. It’s called a lead magnet.It’s a shame, but very few hospitality property marketing teams use lead magnets to build their email lists and generate more leads for their property. “Subscribe to our property’s newsletter” on your website is not really doing it anymore.What is a lead magnet?The term “lead magnets” might be new to you but the concept is a decades-old staple in advertising.Simply put, a lead magnet is a freebie. You’re giving something of value away in exchange for the customer’s contact information and permission to email them in the future.Lead magnets work because you’re:• Giving something valuable away • Demonstrating your unique selling proposition• Providing instant gratification to the customerOnce you get it, you don’t want to be too aggressive or spammy. Strike up a conversation and provide value. Building relationships is what generates bookings, and eventually, more revenue for your property.Continue reading and I’ll tell you about the types of lead magnets and how to set them up…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/how-to-build-an-email-list-with-lead-magnets-in-2021-22-262Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/SQB7IOlyD8oA Division of Keystone Hospitality Property Development

How to Build an Email List with Lead Magnets in 2021/22 | Ep. #262

Netting guest data has become an essential part of any successful hospitality property business plan and collecting guests' email addresses is the primary channel for staying in front of your customers.Here’s how.With the impact of the global pandemic on the hospitality property industry, collecting guest email addresses is set to become an even more important medium through which property owners and managers can drive their business to ongoing success. Why collecting guest email addresses are so important Owning your listSocial media companies and search engines are constantly updating their algorithms and in many cases, we have seen traffic coming from specific websites drop dramatically. This is why it is important to build up and cultivate your email list and strategy. With email, your property keeps a record of your guest information and there is no risk of any algorithmic change suddenly changing your ability to reach your customers.Getting your guest information rightGuest data provides insights into their profile type, purchasing behaviour and unique preferences, so capturing the right data is key. This helps enable your property to provide excellent customer service. Getting your email strategy wrongIt is important to gather the right data. Useless guest data essentially makes offering a personalized service an exercise in guessing. It is also important that all your employees understand your marketing strategy, otherwise, there can be a problem in trying to achieve the kind of customer experience that your email strategy describes.If your email strategy does not focus on the best ways to drive guest engagement, you risk missing out on the possibility of attracting future guests and boosting your online presence with positive feedback.Also, the right approach can help you to cross-sell and upsell to increase revenue.Continue reading or watching and I’ll share more about the importance of email and ways for you to collect them...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/collecting-guest-email-addresses-step-by-step-guide-261Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/2hU9OrRy_ycA Division of Keystone Hospitality Property Development

Collecting Guest Email Addresses - Step by Step Guide | Ep. #261

In times of crisis, we look to alternative technology to increase efficiency and reduce costs. This crisis is no different and I’ll explain why and how to use chatbots as your first step.It has been shown that hospitality properties that adapt quickly and decisively in times of crises to new concepts, later reap the rewards. If you want to stand out, it’s not the time to play it safe, instead, now is the time to expand your reach.Once we reach the post-pandemic era, newly implemented technologies will become the new norm and taking an early digital leap will set your property ahead of your competitors. Chatbots are a great place to start.Why chatbots?Artificial intelligence has been named the most promising technology of the past few years. We have and will continue to see a rapid increase in the use of AI in all sorts of platforms, messaging is no exception.AI-driven chatbots are a way to streamline guest communications, whether before, during or after their stay.Since the beginning of the pandemic, we have developed new digital habits, most of which include our mobile phones, like scanning QR codes for restaurant menus, video calling, not to mention a huge uptake in messaging use. Your post-pandemic guest will expect to be able to request services or ask questions through messaging channels instead of having to line up at the front desk.Continue watching or reading and I’ll share the uses and benefits of chatbots...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/how-to-use-chatbots-to-enhance-your-guest-communication-260Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://KeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/NbbVltWbnVEA Division of Keystone Hospitality Property Development

How to Use Chatbots to Enhance Your Guest Communication | Ep. #260

With the world slowly starting to open up, it is one thing to be ready, but how are customers going to find you?Today’s episode is about your hospitality property’s visibility.People have been thinking of travel since the start of COVID-19 and in the not too distant future, this is going to become a reality. Hospitality properties are eager to open their doors to the world, so how are you going to stand apart from your competitors?Your hospitality property’s visibility ranking higher on GoogleHow can you do this?You need to have your website search engine optimized but many owners and managers are not sure or are nervous about SEO, plus, it rarely offers any quick wins or instant gratification. This is a long-term endeavour.For this, to work you need to have your house in order before you’ll see any real results from your search optimization efforts.It is not a one-and-done task to be crossed off your marketing to-do list.Just to be clear, you don’t need to be all that tech-savvy to understand SEO. Any time you create content for a new promotion or try to capture traffic with a blog post, optimizing for search engines should be baked right in, from initial thought to publication.Here are some ways you can set yourself up for successMake your website easy to useOne of the best things you can do for your property’s website is to improve the user experience.Search engines consider a lot of different ranking factors when deciding which pages get top placement on the results pages.• Does your website load quickly? • Does it function well on a mobile device? • Is it easy to navigate around - find the right info - book a room?Even with limited experience, there are things you can do to make it easier for potential direct booking guests to find and use your website.Continue listening or reading and I’ll share 8 ways to make it easier for your potential guests to find you…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/how-to-magnify-your-hospitality-propertys-visibility-259Post COVID-19 Action PlanKeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider TipsKeystoneHPD.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/olkD2Lcbl0cA Division of Keystone Hospitality Property Development

How to Magnify Your Hospitality Property’s Visibility | Ep. #259

Though many hospitality properties are cutting costs to get ready for the after-effects of the Covid-19 lockdown, this is not the time for hoteliers and innkeepers to pause marketing. Instead, you need to use marketing strategies and in a targeted fashion. As a property owner or manager, you should devise your marketing strategy for two phases:During lock-down And post-lock-down openingHere are the key things to be kept in mind during both these phases.Marketing considerations during lockdown Your customers are spending way more time online during the many lockdowns and it is crucial to be in front of them during this period by keeping proactive communication ongoing.Hoteliers and innkeepers should take into account the following marketing considerations:• Leverage your social media/email platforms to stay in touch with your customers & partners empathetically. Share with your customers not only what your property is doing, with plans of providing a safe and secure environment when they return, but also nurture your emotional connection with your customers. Here videos have proven successful.• Do not abandon your SEO strategy, as your rankings will take a hit and it will be too late to tap the search surge if you have to restart SEO. Even though there are limited booking-related searches right now, intensifying your SEO efforts to improve and maintain your rankings on the relevant keywords can prove beneficial.• Pause media spend on search and social media ads and save the budget for when travel starts in earnest. Strategic boosting can be done on select social media posts to meet certain objectives.• If you have a restaurant and it is operational & delivering, promote the same hyper-locally through social media campaigns.• Undertake strategic plans:• Website review & enhancements• Creation of visual content & blogs for leveraging over a period of time• Loyalty program evaluation & implementation• Brochures & presentations• Property brandingThe pandemic could not only affect customer behavior but also your customer segments themselves so, your marketing strategies must be able to adapt for several months post-opening to ensure your efforts are getting the desired results. Continue listening or watching and I’ll share marketing considerations post lockdown...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/tips-for-marketing-and-getting-guests-258Post COVID-19 Action Planhttps://KeystoneHPD.com/PostCovid19ActionPlan Get Your INNsider Tipshttps://keystonehpd.com/innsider-tipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/DyKHdsp4suMA Division of Keystone Hospitality Property Development

Tips for Marketing and Getting Guests | Ep. #258

Great leadership is important to build team engagement, but it plays an even bigger role during a crisis. Here are some ways to manage your employees during a crisis.This may sound like a no-brainer, but when you are navigating uncertain times, it can feel challenging.The hospitality industry is typically founded on teams of individuals working together, not only for the high performance of their function but also for creating a positive experience for guests. Research has identified that the more effective the team is, the greater its ultimate performance. Although good team functioning is often assumed, it can be difficult to take a step back and reflect on how a team is actually performing as an entity.Taking time out to understand the undercurrents of how your employees, your team, are functioning, how team members are responding to each other and to focus on outcomes & your goals are all important steps for identifying problems and thinking about how to address them. Continue reading or watching and I’ll share some of the problems that can cause employees to underperform and ways to see if your teams are working effectively…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/6-brilliant-ways-to-use-managing-employees-during-a-crisis-257Get Your INNsider Tipshttps://keystonehpd.com/innsider-tipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/_z8tFiaBgvkA Division of Keystone Hospitality Property Development

6 Brilliant Ways To Use Managing Employees During a Crisis | Ep. #257

As more and more countries begin their reopening, how can you make sure your hospitality property message doesn’t get lost in the clutter. I’m talking about messaging to guests.Is there a no-fail way for a hospitality property to avoid getting lost in the crowd as they get ready to open up again? The simple answer is - No. However, is that there are key steps hoteliers and innkeepers should consider as you start communicating with former and potential guests.Messaging to Guests IntroductionKeep guests up-to-dateOnce all your policies are in line and your employees are on board, an easy way to reassure guests of your hygiene standards is to set up a dedicated page on your website. If you are currently open, another quick and simple way to reassure guests is to take your 'cleanliness' ratings from your OTA listings and display them prominently on your site. Potential bookers care what other guests have to say as much as they care about your official policies.In terms of how you communicate the details of your COVID-19 policies, keep your content simple, well-structured and reassuring in tone and if you have the available resource, consider a short video that demonstrates the measures you have put in place. If you don't have the resource to film your own content; a slideshow-style reel of text over images may well be enough to get your key messages across. Get to the point quickly Don’t be wishy-washy with your messaging, get to the point as quickly as possible, so that it is impossible to ignore. Benefits and incentives – if they are appealing and relevant – always increase bookings. A strong lead in your message will compel people to continue and to hopefully act. In this environment, your readers do not have the time to wade through subtle approaches, so be sure to let your potential guests know immediately “what’s in it for them.”Continue reading or listening and I’ll share six more tips to messaging your guests plus, what to do when you see them face-to-face, right after a word from our sponsors.⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/the-importance-of-messaging-to-guests-matters-more-than-ever-256Get Your INNsider Tipshttps://keystonehpd.com/innsider-tipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/BEA6ebo2z_kA Division of Keystone Hospitality Property Development

The Importance of Messaging to Guests Matters More Than Ever | Ep. #256

In any business, cash flow is imperative! For hospitality properties to stay alive in times of disruption - It is Vital!Revenue management will play a central role.In protecting, forecasting, and strengthening a hotel-resorts-inn-bed and breakfast’s etc. cash flow and overall financial position, revenue management will be needed to drive the top-line and eventually the cash position of the property.Here are 6 ways revenue management can make a differenceIncrease the cash held within your businessIn this period of low occupancy and business disruptions through COVID-19, a higher rate of cash flow, combined with detailed forecasts will allow expense management. This will have a number of benefits critical to operating. Additional revenue generated by the proper use of a modern, calculated revenue management system (RMS) directly flows into the amount of cash available. From giving the hospitality property greater day-to-day assets to enable meeting of operating costs, to having money in the bank generating interest and leveraging return on capital, the increased RMS resulting revenue and expected business performance insights cannot be overlooked.Forecasting cash flow and a properties portfolio performanceBeing able to accurately forecast data, market research and analysis allows hoteliers and innkeepers to implement realistic feasibility studies for all future opportunities. This data collection will also allow owners and managers determine how to best price their properties within their market. Estimating future project successes by setting revenue management standards can improve overall portfolio performance therefore increasing the properties long-term cash flow and value.Continue reading and I’ll share 4 more ways to use revenue management and how to increase your cash flow…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/revenue-management-and-how-to-increase-your-cash-flow-255.Get Your INNsider Tipshttps://keystonehpd.com/innsider-tipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herekeystonehpd.com/hospitality-property-school-podcastsYouTubehttps://youtu.be/G-AGpepQA4kA Division of Keystone Hospitality Property Development

Revenue Management and How to Increase Your Cash Flow | Ep. #255

It is no secret that hotels, resorts, inns, bed and breakfasts have been struggling since the beginning of Covid-19 and will continue to do so until it is safe to again travel. Here are 7 ways hospitality properties will change post Covid-19.No matter what your current status is, hospitality properties will need to adapt quickly to meet consumer demands regarding COVID-19, especially if they want to benefit from the likely travel resurgence in later 2021 and beyond. When it is safe to travel again, there will be a spike in post Covid-19 travel and here are 7 ways hospitality properties will change post Covid-19 in their accommodation operations.7 ways hospitality properties will change post Covid-19 IntroductionRemoving and altering touch pointsThe pandemic has quickened the pace for already occurring trends. For example, more and more people were turning from cash payments and opting to use digital payment methods for in-store purchases.Hospitality properties will need to transform the ways in which guests interact within their spaces. We are going see an increased use of smartphones to pay for any services or upgrades.Some of these changes will include:•Electronic kiosks instead of human agents.•Touch-free check-in systems via guests’ mobile devices for amenities and better customer experiences without exposing guests or staff to pathogens. •Integrating a hospitality properties app with multiple in-room functions such as heating, ventilation, air conditioning controls, moving the blinds and using the TV. •Hallways and elevators will experience advancements such as voice-activated controls.•Robot room service delivery and other innovations that reduce touches while streamlining the user experience. •Touchless coolers in lobbies or gyms.Independent properties will need to offer such functionality and ensure their applications offer value because some guests might hesitate to download a property-specific app for just a few days. Continue reading or watching and I’ll go into more expected changes in accommodation operations, right after a word from our sponsors.⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/7-ways-hospitality-properties-will-change-post-covid-19-254Get Your INNsider Tipshttps://keystonehpd.com/INNsider-Tips.Join one of your private groupshttps://keystonehpd.com/private-groups.Say hi on socialFacebook: https://www.facebook.com/KeystoneHPD.Twitter: https://twitter.com/KeystoneHPD.LinkedIn: https://www.linkedin.com/company/keystone-hospitality-development..Listen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/..YouTubehttps://youtu.be/tZ5Lbr8GZxYA Division of Keystone Hospitality Property Development

7 Ways Hospitality Properties Will Change Post Covid-19 | Ep. #254

Housekeeping will change post COVID-19, and the housekeeping department will be front & centre of the new normal hospitality property experience.Let me explain what I mean.Housekeeping Will Change Post Covid-19 IntroductionTravellers are going to be choosing hospitality property’s that can give them peace of mind by guaranteeing their safety through increased cleanliness procedures.Exactly how these changes will transpire is the debate. Will properties choose to offer a housekeeping opt-out option thereby cutting costs or go full service to maintain strict cleanliness brand standards?On the one hand, a freshly cleaned guest room each and every day has been for decades, a core service for traditional hotels, resorts and bed and breakfast. It has also been a strong persuader for guests, especially at the luxury end where housekeeping becomes a product differentiator in its own right.There is no doubt guests appreciate the housekeeping service as part of a wholly satisfying experience because it is better than what most of them get at home. Certainly, old school hoteliers would argue that a hospitality property isn’t a hospitality property without daily housekeeping.On the other hand, many guests don’t like to have anyone enter their rooms during their stays for a variety of reasons. Some traveller’s rarely use their room, thereby seeing no need for this service. Others may be influenced by companies such as Airbnb that do not regularly provide daily cleaning.Were many brand properties are considering going for the opt-out option, I believe that housekeeping is now, more than ever, going to play an essential role to help draw in guests. However, I can see a scenario where housekeeping opt-out becomes more common at economy and midscale properties, both as a method to cut costs and to meet a growing demand for ‘contactless travel’.Continue reading or watching and I’ll go a little further into the future of hospitality property’s room cleanliness...⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/no-question-housekeeping-will-change-post-covid-19-253Get Your INNsider Tipshttps://keystonehpd.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/YouTubehttps://youtu.be/dnDRLkWrhz4A Division of Keystone Hospitality Property Development

No Question - Housekeeping Will Change Post Covid-19 | Ep. #253

A broken window at your hospitality property could cost you your business. Does this sound outrages?I’ll explain along with ways to enhance your housekeeping.The Broken Window Theory IntroductionThe broken window theory was introduced in a 1982 article by social scientists James Wilson and George Kelling. It reads; something as small and seemingly insignificant as a broken window sends a negative symbol to those that pass it each day, indicating that the owner of the building doesn’t care enough. The result is more broken windows. Before long, a negative perception of the building and the area is formed leading to more and more urban decay and crime. The principle of Broken Window can have the same effect on your business. If your property isn’t up to standard and feel safe for your guests when things return to the ‘new normal’, it will not take long for them to form a negative impression. Along with your customers, your most valuable employees will seek opportunity elsewhere. You will experience more complaints and less revenue. The result, could be the end of the business.How you can prevent this from happeningThink of your customers. What do they see when first locking eyes on your property?Is the sign faded? Is there garbage in the parking lot?Is your property in need of a paint job?Is the lobby cluttered?Are the windows cracked?The customer observes all this before they walk up to the front desk. You could have the nicest rooms but, what is this passer-by’s perception?If you aren’t obsessed with the details in your business, there will be a competitor who is. Your customer’s perception is vital. Allow too many broken windows and you will lose your loyal guests to a brighter, shinier competitor. Your customer will simply walk past.Are you going above and beyond the call of duty to meet your customers’ expectations?Are you living up to your brands promise? Is your advertised product what you promise it to be?Are you prepared to fire any employee who consistently delivers bad service?Are you just hiding the cracks in the window or fixing them?Sometimes we stop noticing the small things that are broken, but now is the time to step back and fix the small things.Spelling mistakes on property material, a coffee stain on a waiter’s shirt, a rude or disinterested receptions answering your phone, a dirty glasses in the rooms, or a stubborn attitude. These are all broken windows.Attention to detail demonstrates competence and a company that cares about their guest. Once you have decided to fix everything that is broken, you’ll stay ahead of the competition and survive one of the toughest trading periods we have ever experienced.Fix your windows!Continue watching or reading and I’ll share ways you can adapt and enhance your housekeeping through and post-Covid-19…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/ways-to-enhance-your-housekeeping-guaranteed-ep-252Get Your INNsider Tipshttps://keystonehpd.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/YouTubehttps://youtu.be/j_SVCFYx_cwA Division of Keystone Hospitality Property Development

Ways to Enhance Your Housekeeping- Guaranteed | Ep. #252

There’s no denying that the pandemic has wreaked havoc on the hospitality property industry. This has left many of us feeling overwhelmed and fearful, not sure how to adapt through Covid-19.I have a checklist that will help.What we can say for certain, as history has proven, is that we’re a resilient industry, and that market volatility is something we must accept. With this in mind, preparing as best as you can for unexpected events can go a long way in helping weather unwanted economic events or sudden downturns.I have gathered some functional tips and put together a 17 part checklist to help you adapt through Covid-19 and adjust to a ‘new normal’.How to Adapt through Covid-19 Checklist Be prepared to alter your business planSeasonal fluctuations are nothing new to the hospitality property industry and having a quiet season or even a shutdown for a short time is normal. With this downturn, you might want to consider other ways that you can leverage any opportunities in order to make up shortfalls in the future. Where could you make up revenue? Research, to see if there are events, promotions or incentives you could take advantage of once the market begins to pick up again.Talk to your accountantYour planned 2020/21 budget is no doubt out the window. Use the knowledge and experience of your accountant or advisor to help you get a true and clear picture of your current financial situation, and projected performance. At times of uncertainty or volatility, it’s so important to understand where your business is financially. Get a clear understanding of any support that may be or if other agencies such as tax and business liabilities are offering some leniency.Operate efficientlyKeeping a close eye on expenditure and operational efficiency puts you in the best position to react to and manage economic downturns. When you have complete visibility over your business, you can see exactly where costs can be reduced or efficiencies tightened. Review & adjust your standard operating proceduresEvaluate the processes around guest check-in, check-out and on-site service. Do you need to modify your lobby environment that ensures social distancing rules are observed? Do you need to source contactless payment machines? Do you need to adjust the cleaning procedures around shared facilities such as spas, pools, or gym facilities?What other measures need to be put in place to ensure the safety of your guests and your staff in all areas of your property? Factor in these changes so that you’re already prepared to safely and confidently welcome guests when you can.Continue listening or reading and I’ll share additional ways you can adapt through Covid-19…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/how-to-adapt-through-covid-19-a-hospitality-property-checklist-251Get Your INNsider Tipshttps://keystonehpd.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/YouTubehttps://youtu.be/s472mKVLUxYA Division of Keystone Hospitality Property Development

How to Adapt through Covid-19: A Hospitality Property Checklist | Ep. #251

Hospitality Property School is a podcast produced by travel authorities that have come together with decades of hotel, resort, inn and bed & breakfast visitation experience. We have spent 1000’s of hotel nights in properties of all sizes and classes worldwide, conducting countless site inspections for a number of world-class tour and travel companies, as well as received feedback from 100,000’s of customers. This knowledge has given us a unique insight into the wants, needs and requirements of individual and group travellers, as well as management and employees.

hubhopper

Hospitality Property School

hubhopper