Hygiene has played a major role in hotel operations not only since COVID-19 – especially when it comes to the trust and well-being of guests. As a result of the current pandemic, hygiene has once again moved to the center of operational processes and become a matter for the boss. At the end of the implemented measures in all areas of your hotel operation is guest communication – effective and proactive communication conveys trust and security and makes all your measures visible and transparent for guests. We have compiled 3 tips to help you with guest communication of hygiene measures.
1. Raise awareness among guests
By making your guests aware of the increased hygiene measures and encouraging them to help, you ensure that all measures can be complied with. Inform your guests sufficiently and consider at which touchpoints you provide your guests with which information. Make sure your guests have all the important information during their stay. Remember that rules and regulations already vary from state to state within Germany, and if you will soon be able to welcome guests from abroad again, it should also be taken into consideration that these guests may be used to different rules and measures. The communication of your special measures is therefore indispensable.
2. Introduce housekeeping staff and cleaning materials
Your housekeeping team and your cleaning agents and materials now move to the center of your processes and should therefore also move to the center of your communication. If you also communicate transparently who is responsible for which areas and how you clean all areas in the hotel, you ensure trust, security and well-being for the guests. An introduction of the team (ideally with a picture) and the responsibilities in the process of implementing hygiene measures is also sufficient here. If you also have a hygiene certification, you can also transparently communicate this certification to your guests.
3. Pre-stay communication
Since hygiene measures are a whole load of information, it makes less sense to pack all the info into a single email. Summarize the most important points that are worth knowing before arrival and write them in the booking confirmation or in the emails that are sent before the stay. Additionally, you can use a digital guest directory, here you can present all the info in a structured and clear way. You can leave the link to the digital guest directory in all your pre-stay mails and your guests have the info at a glance on their own smartphone. If you use a digital registration form, there is also the possibility to inform about the hygiene measures after filling out the registration form. Learn more…
Further information for a comprehensive hygiene concept can be found in the whitepaper “Schutzschild Hygiene”, this was compiled by the partners of the KAJ hotel network. For more in-depth information and advice on the subject of hygiene in hotels, we recommend our partner Mareike Reis. She will answer all your questions about the implementation of cleaning & hygiene concepts, quality management and implementation in practice.
Do you have any questions about contactless check-in or mobile check-in for your hotel? Send us an inquiry, we will be happy to advise you.
