HOSPA Webinar - 26th August 2020

Webinar - HOSPA + Criton: Hotel Tech during COVID-19 and New Guest Expectations

 

Jane Pendlebury will discuss how the Coronavirus Pandemic has changed guest expectations of technology forever with Julie Grieve from Criton and Richard Harrison from Coombe Abbey Hotel.

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ATTENDEES

• (JP) Jane Pendlebury - CEO, HOSPA

• (JG) Julie Grieve, Criton 

• (RH) Richard Harrison, Coombe Abbey

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Agenda

00:00 Introductions 

 

00:00  JG:

Hotels should have a clearly defined cleaning standard.

67% of guests would be happy to touch anything in the room, provided they were sanitised correctly.

42% replace comp toiletries whether used or not.
53% prefer to eat in restaurants

62% would prefer to check-in/out through the hotel app
47% would be happy to order room service if they could do so via the app - make it easy for them

 

The use of technology is ultimately growing. By providing a fully contactless journey, increased visibility and reassurance, and encouraging them to make further purchases.

areas, in the South East and amongst younger people.

The level of restlessness among consumers has also increased.

We can see that the UK is split. Not everyone is worried, some are content, while others can’t wait to get back into work/their normal life.

 

08:00 RH: 121 bedrooms, 500-acre country park. Etc etc.

Very traditional hotel. However have utilised the app and repeat great benefits from improved guest journey experience to marketing benefits too. E.g. Geo links to nearby locations.

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11:00 RH:

 The app-enabled removal of guest directories etc., and all that is in the room now is a card advising people to download the app.

A real spike in people requesting extras through the app as well.

 

13:00 RH:

We underestimate how tech-savvy our senior guests are, there isn’t a reluctance for the older generations to use it.

 

14:00 JG:

App offers reassurance and reduces anxiety by offering guests the choice of how they engage with the hotel. E.g. a lady who had been shielding who came to stay whilst visiting family close by for the first time. The app offered her a lot of comfort.

 

16:00 JG:

Offering discounts and specific offers to individuals, connecting through to Google Analytics has made a real difference. GEO fence push notifications have been really powerful and increased sales.

 

20:00 JG:

People are using the app long after they have visited the hotel, so an opportunity to retarget as well for longer-term marketing purposes.

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26:00 RH:

They want to give their guests a choice. E.g. using the app along with the door locking system. The app allows them to provide choice, offering the app as a means of reassurance to those who need it, but also implementing screens and other safety measures for guests who still want a level of person-to-person contact.

 

30:00: Ends

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