{"id":69104,"date":"2021-05-10T08:01:00","date_gmt":"2021-05-10T12:01:00","guid":{"rendered":"https:\/\/retrofitmagazine.com\/?p=69104"},"modified":"2021-05-10T08:01:31","modified_gmt":"2021-05-10T12:01:31","slug":"how-can-hotels-and-resorts-offer-warmth-luxury-and-wellness-in-the-covid-19-era-and-beyond","status":"publish","type":"post","link":"https:\/\/retrofitmagazine.com\/how-can-hotels-and-resorts-offer-warmth-luxury-and-wellness-in-the-covid-19-era-and-beyond\/","title":{"rendered":"How Can Hotels and Resorts Offer Warmth, Luxury and Wellness in the COVID-19 Era and Beyond?"},"content":{"rendered":"\n

Although the hospitality industry is beginning to see signs of life after a historic pandemic, it\u2019s clear that there will be no \u201cgoing back to normal.\u201d There remains the challenge of overcoming the traveler\u2019s real and profound uneasiness about health and wellness. While there is significant pent-up demand for travel, the real winners in the post-pandemic period will be hoteliers who can reimagine their properties to support a guest journey that reinforces health and wellbeing through every step.<\/p>\n\n\n\n

\"\"

LEO A DALY\u2019s analysis considers each step of the guest journey,<\/strong> including macro- and micro-level movements and behaviors.<\/strong>
IMAGE: LEO A DALY<\/strong><\/figcaption><\/figure><\/div>\n\n\n\n

In this article, we\u2019ll analyze the prototypical guest journey in search of new ways to re-engage guests and rebuild trust. We\u2019ll start by breaking the hotel into discrete zones of activity and identifying potential touchpoints. Next, we\u2019ll look closer at the key spaces along the guest journey, including entry, public spaces, food and beverage, the guestrooms and back-of-house areas. Throughout, we\u2019ll identify ways hotels can adapt to make guests feel safe and remain healthy.<\/p>\n\n\n\n

Understanding the Guest Journey<\/h4>\n\n\n\n

No hospitality space exists in a vacuum. Each one is part of a continuum of experiences that stretches from the home, office or airport, to the guestroom, on and off property, and back.<\/p>\n\n\n\n

Arrival at the hotel involves a one- or two-phase entry sequence with multiple potential touchpoints, including vehicles, valets and doors. Once in the lobby, the guest may meet a porter, front-desk clerk, concierge and other guests. Circulating through the property, there are various lobby amenities, meeting spaces, food and beverage options, and other touchpoints.<\/p>\n\n\n\n

Throughout, there are handrails, door handles and elevator buttons to contend with. In the guestroom, everything is a touchpoint\u2014the windows, walls, floors, ceiling, every finished surface and piece of furniture and equipment. Beyond that, we must consider the entire range of activities a guest participates in during their stay, inside and outside the hotel.<\/p>\n\n\n\n

Every step in this journey must be considered in terms of infection control while still retaining everything that is warm, comfortable and stylish about the hospitality experience.<\/p>\n\n\n\n

\"\"
Controlling airborne pathogens will be a top concern going forward, leading to new ways of thinking about architecture and engineering for hospitality. PHOTO: Don Riddle<\/strong><\/figcaption><\/figure><\/div>\n\n\n\n

Wellness Screening<\/h4>\n\n\n\n

Most infection opportunities occur after the guest checks into the hotel. For this reason, it is important to control the introduction of pathogens at the earliest possible touchpoint. The sooner high-risk individuals are assessed, the less risky each touchpoint within the hotel becomes.<\/p>\n\n\n\n

As hotels are increasingly responsible for health screening and testing, the idea of a \u201cwellness concierge\u201d has emerged. With the right hospitality touch, wellness screening offers an opportunity to show personal service and slow the guest experience to a more leisurely pace. Hotels may consider creating a wellness lounge prior to check-in to offer guests a private and comfortable environment for screening.<\/p>\n\n\n\n

High Tech, Low Touch<\/h4>\n\n\n\n

Technology will play a variety of important roles in the new guest journey. Automatic door openers, mobile key cards and voice-command elevator interfaces are already widely used and will become ubiquitous. Room-service robots and electronic baggage handling may replace their in-person equivalents, and much information exchange will occur electronically. Valet parking likely will be replaced by an increased reliance on ride-share apps.<\/p>\n\n\n\n

We have already seen big changes in how surface materials are specified. Furniture, fixtures and equipment are being updated to include more antimicrobial, self-cleaning, non-porous and dust-free options. Manufacturers will be pushed to implement resiliency and infection-control testing for countertops, flooring and wallcoverings, and these products will need to be bleach-cleanable while still feeling hospitality-centric. UV-C lighting may become a standard feature of many spaces for the purposes of decontamination.<\/p>\n\n\n\n

Clean Air<\/h4>\n\n\n\n

Controlling airborne pathogens will be a top concern going forward, leading to new ways of thinking about architecture and engineering for hospitality.<\/p>\n\n\n\n\n\n\n\n

Floor-to-floor heights and mechanical-room size may need to be increased to accommodate high-performance air-handling systems. Increasing ventilation through operable windows may require changes to the traditional building envelope.<\/p>\n\n\n\n

Hotels with this focus could be made more porous and spacious through the use of open and indoor\/outdoor spaces, more fresh air flowing through and increased access to naturally decontaminating sunlight. The result may be an architecture that is more engaged with its urban context, turning outward rather than retreating inward.<\/p>\n\n\n\n

\"\"
Indoor food and beverage spaces need to be more thought out to avoid crowding. PHOTO: Will Pryce<\/strong><\/figcaption><\/figure><\/div>\n\n\n\n

Food and Beverage<\/h4>\n\n\n\n

The pandemic has made a big impact on F&B outlets. Outdoor dining spaces have seen a renaissance, and this trend is expected to continue. Indoor dining spaces need to be more thought out to avoid crowding. With the death of shared food-service amenities, like buffets and salad bars, there is an opportunity for restaurants to raise the service level, focusing on individualized service and fine dining and capturing additional revenue.<\/p>\n\n\n\n

Beyond the restaurant and bar, there will be an increased focus on how hotels handle coffee service and pre-packaged fresh meals in the grab-and-go. Retail spaces will become more boutique, with less merchandise directly on display, and a more service-oriented, one-on-one sales experience. This can be viewed as another element in slowing the guest experience to a more leisurely pace.<\/p>\n\n\n\n

Guestroom of the Future<\/h4>\n\n\n\n

The guestroom is a sanctuary from the outside world and must offer a complete retreat from anxiety while remaining accommodating and user-friendly.<\/p>\n\n\n\n

Surfaces in the guestroom should use the latest technology to provide the perfect balance of antimicrobial properties, cleanability, durability and luxury. Air filtration, operable windows and UV-C decontamination fixtures should all be considered, in addition to smart technologies and owner\/operator cleanliness protocols. Voice-activation and\/or smart-phone integration can be used for any item the guest would need to control, from lighting to window treatments, air filtration and thermostat, wet area fixtures, and TV entertainment or AV systems.<\/p>\n\n\n\n

\"\"
Surfaces in the guestroom should use the latest technology to provide the perfect balance of antimicrobial properties, cleanability, durability and luxury. PHOTO: LEO A DALY<\/strong><\/figcaption><\/figure><\/div>\n\n\n\n

Because gyms, spas and yoga studios are now viewed with scrutiny by guests, hotels should consider accentuating in- room fitness and wellness options. Guests could choose between a variety of fitness- enabled room types, including those with Peloton bikes, Tonal smart fitness systems, yoga and Pilates equipment, all equipped with on-demand training programs via a smart mirror or TV. A higher level of luxury in wet areas should be considered, as well as furniture to allow in-room treatments.<\/p>\n\n\n\n

Front-of-House\/Back-of-House<\/h4>\n\n\n\n

With added demands on hotel operations, it\u2019s important to consider the behind-the-scenes and back-of-house needs. An increase in IoT devices, such as virtual touch systems, proximity\/motion sensors, smart speakers, digital artwork, automatic shades and smart temperature controls will require hotels to closely consider their low-voltage needs.<\/p>\n\n\n\n

Looking further behind the scenes into the seldom-seen choreography of running a hotel, there are impacts on the inspection of goods and services moving in and out. Enhanced screening, cleaning and health regimens for property, staff and equipment, along with greater scrutiny of staff health and hygiene, will likely increase the need for support space in back-of-house areas. For some, this will be a challenge to existing business models. For others, it will be an opportunity to celebrate the responsible practices and protocols that are in place.<\/p>\n\n\n\n

Wellness and Wellbeing<\/h4>\n\n\n\n

The new hospitality journey post-COVID-19 will require designers to think differently about safety and sanitation while seeking to elevate and transform the guest experience. Although solutions vary across markets and product types, they share many themes in common for enhancing wellness and wellbeing.<\/p>\n\n\n\n

As we look forward into the post- pandemic period, it\u2019s clear that travelers are eager to re-engage; they just need to be shown how. Now is the time to rethink the guest journey; regain guests\u2019 trust; and offer a safe, healthy experience that is still every bit as stylish and decadent as hospitality can be.<\/p>\n","protected":false},"excerpt":{"rendered":"

Although the hospitality industry is beginning to see signs of life after a historic pandemic, it\u2019s clear that there will be no \u201cgoing back to normal.\u201d There remains the challenge of overcoming the traveler\u2019s real and profound uneasiness about health and wellness. While there is significant pent-up demand for travel, the real winners in the<\/p>\n","protected":false},"author":479,"featured_media":69105,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[199,214],"tags":[33196,36791,11584,131,33945,33928,36790,36789],"ppma_author":[49165],"jetpack_publicize_connections":[],"yoast_head":"\nHow Can Hotels and Resorts Offer Warmth, Luxury and Wellness in the COVID-19 Era and Beyond? - retrofit<\/title>\n<meta name=\"description\" content=\"While there is significant pent-up demand for travel, the real winners in the post-pandemic period will be hoteliers who can reimagine their properties to support a guest journey that reinforces health and wellbeing through every step.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/retrofitmagazine.com\/how-can-hotels-and-resorts-offer-warmth-luxury-and-wellness-in-the-covid-19-era-and-beyond\/\" \/>\n<link rel=\"next\" href=\"https:\/\/retrofitmagazine.com\/how-can-hotels-and-resorts-offer-warmth-luxury-and-wellness-in-the-covid-19-era-and-beyond\/2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Can Hotels and Resorts Offer Warmth, Luxury and Wellness in the COVID-19 Era and Beyond? - retrofit\" \/>\n<meta property=\"og:description\" content=\"While there is significant pent-up demand for travel, the real winners in the post-pandemic period will be hoteliers who can reimagine their properties to support a guest journey that reinforces health and wellbeing through every step.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/retrofitmagazine.com\/how-can-hotels-and-resorts-offer-warmth-luxury-and-wellness-in-the-covid-19-era-and-beyond\/\" \/>\n<meta property=\"og:site_name\" content=\"retrofit\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/facebook.com\/RetrofitMagazine\" \/>\n<meta property=\"article:published_time\" content=\"2021-05-10T12:01:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-05-10T12:01:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/retrofitmagazine.com\/wp-content\/uploads\/2021\/05\/business_banner_5-6.21.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"777\" \/>\n\t<meta property=\"og:image:height\" content=\"437\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mark Pratt, AIA, and Ryan D. 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