COVID-19: Hotel Safety & Hygiene Challenges

What operational changes did you make in 2003, in Hong Kong, during SARS, versus what you’ve seen the hotels, in Shanghai, for example, do today, operationally?

In terms of hygiene and food safety, I would say it’s the same. In terms of how visible you make that to your customers, it’s a totally different ballgame. In Hong Kong, you would make it visible. In China, at that time, initially it was visible and then it would not necessarily be stressed. Today, to make it visible is the only way that you can restore confidence. You’ve got hotel groups, like Hilton, for example, that have just launched a communication campaign on hygiene processes being stepped up. You’ve got Kempinski, who have just launched a white-glove service. I think that hotels are going to be communicating on this, much more than they have done in the past. I think, actually, it should be a given.

What are they actually doing? What are they changing about food and hygiene, operationally? What are the differences in cost structures?

For example, they are implementing spacing policies in F&B outlets, where there is at least two meters space between people.

So that’s reduced the covers in the restaurants, pretty dramatically?

Yes, if your outlet is full. But usually, outlets in hotels are, not necessarily, always at full capacity, except when there are MICE groups. But at the moment, there are no MICE groups being generated, so that’s not a problem. Other examples are, cleaning the cutlery of a table set, on site, in front of the customer and not putting the cutlery and leaving it on the table, when the customer is sitting. It’s really the focus on perception of safety, cleanliness, food quality and supply chain. Instead of having large buffets with tons of food, the change being enacted now is to create individual portions and reduce the quantity of food in buffets and going more for a mix between buffet and à la carte or prior request for what one wants to eat. Therefore, more à la minute cooking than before.

How much, do you think, this will increase the operating costs of a hotel?

It’s difficult to say and to give a ballpark figure.