Way
sofI
mpr
ovi
ngSer
viceExcel
l
encyi
nHospi
tal
i
tyDur
ingCov
id19pandemi
c.
I
ntr
oduct
ion
Pr
ovi
ding hi
gh qual
i
ty ser
vice i
n hospi
tal
i
tyi
ndust
ryi
s al
laboutexceedi
ng t
he
cust
omer
’sexpect
ati
onsandmaki
ngt
hem f
eell
i
ket
heygott
hei
rmoney
’swor
thand
t
hismaket
hem f
eelgoodandbui
l
dingt
hecust
omer
sconf
idenceandt
hisenhances
good cust
omerr
elat
ionshi
p cr
eat
ing compet
it
ive adv
ant
age i
n hospi
tal
i
tyi
ndust
ry.
Excel
l
entqual
i
tyser
vicei
saf
undament
alpi
l
lari
nhospi
tal
i
tybecauseoft
hemaj
or
i
mpacti
thasonal
llev
elsoft
hebusi
ness.Thehospi
tal
i
tysect
ori
sknownf
ori
tsf
ocus
onhi
ghqual
i
tyser
vicesandcust
omersat
isf
act
ion.I
tisnosur
pri
set
hati
ntheCOVI
D
t
imes,t
her
eisani
ncr
easedpr
essur
etomai
ntai
nguestsat
isf
act
ion.Howev
er,ast
he
i
ndust
rypr
imar
il
yrel
i
esonahumant
ohumani
nter
act
ion,
hot
eli
ersandl
odgemanager
s
amongot
her
snowneedsr
ethi
nki
ngway
stogai
nthet
rustoft
hei
rcust
omer
ssi
ncei
tis
mor
eexpensi
vet
ogai
nanewcust
omert
hant
oret
ainanexi
sti
ngone.Ser
vicequal
i
ty
pl
ays an i
rr
epl
aceabl
erol
ein many i
ndust
ri
es and hospi
tal
i
ty sect
or i
s not
except
ional
.Thi
sessaywi
l
lanal
yzeway
sofi
mpr
ovi
ngexcel
l
entser
vicesi
nhospi
tal
i
ty
dur
ingCov
id19pandemi
c.
Fi
rst
lybyi
nvest
ingmor
eresour
cesi
nvar
ioust
echnol
ogi
eswhi
chcanhel
phost
elsand
l
odgesamongot
her
stobemor
eef
fi
cient
.Technol
ogymakest
hebusi
nessscal
abl
e–
especi
all
ydur
ingagl
obalpandemi
c.Technol
ogycannev
err
epl
aceahuman’
stouch,
butwi
tht
hatacknowl
edgedi
tabsol
utel
ycanmaket
heoper
ati
onmor
eef
fi
cient
lywhen
y
ouhav
eleanerst
aff
.Anexampl
eher
ecoul
dbedev
elopi
ngawebsi
tewhi
chcoul
d
f
aci
l
itat
eonl
i
nebooki
ngandt
hiscoul
dincr
easeef
fi
ciencyandl
ower
ingt
hecostat
samet
imer
educi
ngspr
eadofgl
obalpademi
c.I
nvest
ingonorbycr
eat
ingor hav
ing
mul
ti
plechannel
sofcommuni
cat
ionav
ail
abl
e;t
racki
ngpr
e-ar
ri
valr
equest
s;managi
ng
t
hoser
equest
swoul
dsett
hemoodf
oraguest
'
sst
aydur
ingt
hepandemi
c.st
il
lunder
t
hist
echnol
ogyani
n-r
oom t
echnol
ogyneedst
obeI
mpl
i
ment
ed.Forexampl
e,hot
els
needst
ost
arti
nst
all
i
ng “
smar
troom key
s”t
hatal
l
owguest
stoopent
hei
rroom door
s
wi
thasi
mpl
eswi
peoft
hei
rsmar
tphoneandt
hiscoul
dhel
ptodecr
easespr
eadof
sofI
mpr
ovi
ngSer
viceExcel
l
encyi
nHospi
tal
i
tyDur
ingCov
id19pandemi
c.
I
ntr
oduct
ion
Pr
ovi
ding hi
gh qual
i
ty ser
vice i
n hospi
tal
i
tyi
ndust
ryi
s al
laboutexceedi
ng t
he
cust
omer
’sexpect
ati
onsandmaki
ngt
hem f
eell
i
ket
heygott
hei
rmoney
’swor
thand
t
hismaket
hem f
eelgoodandbui
l
dingt
hecust
omer
sconf
idenceandt
hisenhances
good cust
omerr
elat
ionshi
p cr
eat
ing compet
it
ive adv
ant
age i
n hospi
tal
i
tyi
ndust
ry.
Excel
l
entqual
i
tyser
vicei
saf
undament
alpi
l
lari
nhospi
tal
i
tybecauseoft
hemaj
or
i
mpacti
thasonal
llev
elsoft
hebusi
ness.Thehospi
tal
i
tysect
ori
sknownf
ori
tsf
ocus
onhi
ghqual
i
tyser
vicesandcust
omersat
isf
act
ion.I
tisnosur
pri
set
hati
ntheCOVI
D
t
imes,t
her
eisani
ncr
easedpr
essur
etomai
ntai
nguestsat
isf
act
ion.Howev
er,ast
he
i
ndust
rypr
imar
il
yrel
i
esonahumant
ohumani
nter
act
ion,
hot
eli
ersandl
odgemanager
s
amongot
her
snowneedsr
ethi
nki
ngway
stogai
nthet
rustoft
hei
rcust
omer
ssi
ncei
tis
mor
eexpensi
vet
ogai
nanewcust
omert
hant
oret
ainanexi
sti
ngone.Ser
vicequal
i
ty
pl
ays an i
rr
epl
aceabl
erol
ein many i
ndust
ri
es and hospi
tal
i
ty sect
or i
s not
except
ional
.Thi
sessaywi
l
lanal
yzeway
sofi
mpr
ovi
ngexcel
l
entser
vicesi
nhospi
tal
i
ty
dur
ingCov
id19pandemi
c.
Fi
rst
lybyi
nvest
ingmor
eresour
cesi
nvar
ioust
echnol
ogi
eswhi
chcanhel
phost
elsand
l
odgesamongot
her
stobemor
eef
fi
cient
.Technol
ogymakest
hebusi
nessscal
abl
e–
especi
all
ydur
ingagl
obalpandemi
c.Technol
ogycannev
err
epl
aceahuman’
stouch,
butwi
tht
hatacknowl
edgedi
tabsol
utel
ycanmaket
heoper
ati
onmor
eef
fi
cient
lywhen
y
ouhav
eleanerst
aff
.Anexampl
eher
ecoul
dbedev
elopi
ngawebsi
tewhi
chcoul
d
f
aci
l
itat
eonl
i
nebooki
ngandt
hiscoul
dincr
easeef
fi
ciencyandl
ower
ingt
hecostat
samet
imer
educi
ngspr
eadofgl
obalpademi
c.I
nvest
ingonorbycr
eat
ingor hav
ing
mul
ti
plechannel
sofcommuni
cat
ionav
ail
abl
e;t
racki
ngpr
e-ar
ri
valr
equest
s;managi
ng
t
hoser
equest
swoul
dsett
hemoodf
oraguest
'
sst
aydur
ingt
hepandemi
c.st
il
lunder
t
hist
echnol
ogyani
n-r
oom t
echnol
ogyneedst
obeI
mpl
i
ment
ed.Forexampl
e,hot
els
needst
ost
arti
nst
all
i
ng “
smar
troom key
s”t
hatal
l
owguest
stoopent
hei
rroom door
s
wi
thasi
mpl
eswi
peoft
hei
rsmar
tphoneandt
hiscoul
dhel
ptodecr
easespr
eadof
