20 CALIFORNIA LODGING NEWS www.calodging.com In the wake of the pandemic, what has changed about guest expectations that will require hotels to rethink their strategies? How should they change those strategies? Guests’ expectations are always changing and will continue to change with the times. The key to this challenge is something we have always maintained in this industry: innovation. Technology and sanitation are going to be the key components moving forward in retaining and acquiring new guests. With the impact of COVID-19, levels of cleanliness are expected to be at a higher level than ever before. Most of the industry standards in that area have already adapted. For example, we are constantly wiping down high traffic areas and touch points as well as providing guests with sanitizing products to make them feel more comfortable. We have also received praise for creating an experience that makes our consumers feel like they haven’t left home, or entered an even better place. Guests want to be able to stream their entertainment from right where they left off or even jump onto a hotel Peloton and take a ride with their favorite instructor. The amenities we provide aim to serve guests in a way that prioritizes comfort and convenience. Paying attention to what consumers respond to and focusing on the details allows us the opportunity to seize higher ADR and Occupancy with simple adaptations and offerings to our current operation standards.” “ As we begin to see business levels return and, in some cases, exceed pre-pandemic levels, guest expectations around cleanliness and guest service and experience are top of mind. For some of our guests, their visit to one of our hotels is the first trip they’ve taken since pre-pandemic times, and we, as a company, want to ensure that they have a sense of comfort and caring when they are staying with us. We strive to continue to impress upon our staff the need for going above and beyond with our guests, making sure that we always are available and “in the moment” when we are speaking with them, as well as a high level of focus on continual cleaning and monitoring of all areas— both guest room and, of course, public areas.” “ Sunny Patel CEO Aelius Management Group Amanda Hawkins-Vogel EVP, Operations Twenty Four Seven Hotels
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