COVID-19 is a new strain of Coronavirus that emerged in central China at the end of 2019 and continues to spread around the globe. The COVID-19 outbreak has been declared a pandemic by the World Health Organization (WHO) and is already having a major effect on travel and, more specifically, the hospitality industry.
As governments impose travel restrictions to certain impacted areas and guests begin to question the wisdom of travelling, hotel owners, managers and operators should be well prepared to monitor and address concerns impacting the hospitality industry as a result of the virus.
Hotel Operations during the COVID-19 Outbreak
We suggest the following operational recommendations for our hospitality clients:
- clean routinely and frequently touched surfaces and objects, including front desk areas and coffee stations
- offer materials, in multiple languages, to educate customers in various languages about proper hand hygiene and cough etiquette
- advise any guests who may feel sick to limit face-to-face contact with others and to seek immediate medical help
- consider alternatives and safety protocols for large, public events held on hotel property
- discuss HR considerations such as screening staff that have travelled to areas where the virus has been reported, instituting an employee travel ban and implementing measures for dealing with a situation in which an employee might be infected with the virus
- review leave policies and confirm compliant with legal requirements around mandatory quarantines
- consider ongoing PR communications with loyalty members, as well as leisure and business travelers, to inform them of the steps you are taking to protect guests
- conduct risk assessment analysis and anticipate supply chain interruptions
- review any rights the hotel may have under policies of insurance, which may include coverage for business interruption
- consult with legal teams as the Coronavirus impacts the hotel, contractual obligations and business operations including the treatment of force majeure events and cancellation policies