As the world tries to anchor itself amidst the COVID-19 crisis, we will need to apply a new perspective on customer engagement, product development and the whole spectrum of travel.
ITB Community had a catch up with Markland Blaiklock, Deputy CEO at Centara Hotels & Resorts (right), to hear his thoughts and insights on what has changed in the hotel business landscape and how industry players across Asia Pacific can ultimately work together to bring travel back.
1. Can you share your observations and insights on some of the biggest changes in the hotel industry over the past 18 months?
Of course, the industry has been totally disrupted. For Thailand, since April last year, we have had to close hotels, reopen hotels, and re-close them again. We have had to rationalize all of our costs – in particular staff costs – organize ourselves differently, and essentially be continuously evolving as the landscape is changing.
Some of the more significant changes, I think, is about digital transformation. Everything is online now. In fact, most of our bookings over this difficult period have come from online, mostly on account of the interruption in long-haul travel with borders closed.
Another change is that we have to be flexible in terms of what we offer. Guests can have full intention of doing a trip, and then for no reason of no fault of their own, they have to change. But the problem with this flexibility is now we are seeing a very high incidence of cancelations and re-bookings, and this, of course, is putting pressure on rates.
Another significant change is social distancing and increased sanitation procedures. Most hotel groups, in addition to following what is mandated by governments, also implement their own certification processes to ensure that the standards are at the optimum level.
Right from check in to in room dining and check out, many services are now contactless. For example, when you arrive at a restaurant, the first thing you normally get is a menu and that no longer happens. You are now directed towards a QR code, and then you have to pull up the menu yourself.
Certainly there are many changes from both an organizational point of view, and also from a guest experience point of view.
2. What can help hotels bounce back more effectively? Would the “No Quarantine” vacation model like Phuket Sandbox be one of the kind?
I think in terms of bouncing back more effectively, the key element is restoring confidence in the travelers to travel again. This includes everyone doing their part to adhere to elevated safety and hygiene protocols, and ensuring all their staff are fully vaccinated.
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