Say goodbye to everyday cleaning and ceramic mugs. Hotel stays can be changed permanently


Pampered hotel guests accustomed to daily room cleaning and ceramic mugs for their in-room coffee probably need to ask for housekeeping now and use a disposable mug for their morning coffee due to the impact of notorious supply chain issues and staff shortages on housing .

The comfortable and lush experience is not what it was before the pandemic struck a blow to the hospitality industry that is nine times more devastating to the industry than that of 9/11, the American said. Hotel and Lodging Association (AHLA) in a recent report. .

The equipment has been modified and some services reduced. You may notice some of these changes at local properties such as the Hilton’s Homewood Suites in Albany and its partner hotels in the area.

Lyle Woods, the hotel‘s general manager, observed that supply chain disruptions and understaffing put additional strain on his Homewood team.

The laundry ordered in July has not yet arrived. The cleaning supplies they’ll need soon are expected to arrive in 2022.

The Crowne Plaza Albany, Desmond Hotel has experienced similar “headaches”, according to its general manager, Tyler Desmond.

The alcohol with which the hotel supplies the bar has been delayed for two months. Pillows ordered six months ago did not show up.

At Homewood Suites, Woods explained that the housekeepers, whose supply of linens is typically double the number of beds in the hotel, work harder with limited inventory to turn over rooms, wash linens and bring them back in. another room when they come out of the dryer.

“There’s no problem with every hotel product, but there are a lot of different products that we can’t get right now because of the supply chain,” said Woods.

The two hotels were also forced to stop buying some of their flagship brands, which undermined the consistency of their products, an important practice for hotel brand recognition. Desmond feels that his staff are constantly on the lookout for supplies and switch suppliers when products are out of stock.

Woods has tried going to another supplier for the items, but others are either out of stock or are also experiencing significant shipping delays.

Lack of linens is just the tip of the iceberg, but hotel staff have been resourceful when orders do not arrive. When some food and drink deliveries are late, employees run out and buy inventory at supermarkets to keep it, Woods said.

And being creative hasn’t come cheap. Hotels often buy in bulk to save money, so buying from supermarkets and other retailers has driven up costs.

“We’re paying more for almost everything these days,” Woods said.

When the Desmond’s pillow shipment was out of stock for six months, staff had to source locally and purchase pillows from stores when the hotel was already paying for others.

Mark Dorr, president of the New York State Hospitality and Tourism Association, found several hotels in the same dead end, having to buy produce locally. While this stimulates the local economy, it hurts hotel pockets.

And while everything costs more, he said the experience was “not about what it was in 2019” and neither were the room rates. Dorr estimates room prices are still around 20-30% lower than they were before the pandemic.

The occupancy rate of hotels in the United States is expected to average 52% in 2021, up from 66% in 2019, the AHLA reported, noting that revenues will only reach 65% of 2019 totals this year.

STR, a global hotel data and analytics company, reported that the average daily rate for a room in the United States at the end of October was $ 134.14, down about 0.6% from the same period in 2019. In Albany, the going rate for a room in September 2021 was $ 127.15, slightly more expensive than the fee of $ 118.28 in 2019, by STR figures.

The takeover of Capital Region hotels is slow as there are not enough staff to serve customers. Hotels in resort towns such as Lake George and the Finger Lakes have done well, but others that rely on business travel don’t fare as well.

Several of the association’s member hotels might be able to book up to 100% occupancy, only take about 60 or 70% of the volume as they cannot clean all the rooms they might sell, a he explained. However, STR data documented a total occupancy of 67.2% in September 2019. The occupancy rate for September 2021 was documented at 62.8%.

Some have also used digital recordings where a guest can access their reservation and room from a smartphone rather than with receptionists. In this format, the personal touch is lost but the process is streamlined.

People have embraced the feature and aren’t interested in regressing, Dorr noted.

However, some hotels are trying to restore old practices. A subsidiary of InterContinental Hotels Group is testing a pilot program that relaunches daily cleaning to see if it is possible to revert to the old ways.

Dorr, of the NYS Hotel Association, acknowledged that while the industry has done a great job managing guest expectations, it’s not something they can do forever. While it is possible that some of these changes – digital recordings, disposable equipment, and housekeeping on demand – probably “never” go away.

“Sometimes you feel bad because the hotel member maybe couldn’t do their best because they didn’t have enough people to serve as they would like,” said he declared. “Expectations have been adjusted.”

Source link

Comments are closed.