– Hilton’s CEO says he doesn’t expect a return to regular maid service or fully stocked food and beverage outlets.
Gary Leff on 3. April 2021.
Earlier this month I wrote that hotels need to restore pre-pandemic service or they’ll never recover. Hotels that offer their guests more are more likely to return.
If I can’t get towels in my room, I’m not going. Searching for a hotel these days means checking in advance whether it actually offers housekeeping, whether it responds to telephone inquiries, what facilities are actually available in the establishment, how well the promised housekeeping is carried out, whether rules such as distancing and masking are observed, and how elite premiums are satisfied, if at all.
Last year, hotels significantly reduced their costs and occupancy rates.
- 30% for full-service hotels, up from 47% in 2019.
- 36% for hotels with limited services, up from 43% in 2019.
The house with limited service was less. Labor has been kept to a minimum as the properties no longer need as many staff for housekeeping, restaurants, bars and other amenities.
While the late Marriott CEO Arne Sorenson rightly fears that all of these cuts will hamper the recovery, Hilton’s CEO hopes that as many of them as possible will be permanent.
We are currently working to improve the margins of all our brands and to improve operational efficiency, particularly in household products, food and beverages and other areas. When we come out of the crisis, these companies will have higher margins and require less work than before the crisis.
In this context, higher margins mean lower costs, which are achieved by reducing the number of hotel staff – especially cleaning and catering staff.
Don’t expect daily cleaning performance in properties with limited service, especially Hilton properties with limited service.
In those days, food and drink was a lucrative business for the hotels where guests were brought. They want smaller rooms and more common areas for guests. In the rearview mirror, those days seem so long ago. Hotels want revenue without cost, but the cost in time allows for a quality product.
Here they just drive guests to strange places and deliver them, while narrowing the gap between what a hotel can offer and what you get on Airbnb.
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