[ Good times, Bad times ]

Crisis times require doubling efforts, in order to keep the business afloat, but also to prepare for the business to return to normal within the shortest time frame. While revenue may not be the main focus anymore, a strong focus on protecting your bottom line is essential. Involve all your team member, and make sure you have an asset management team leading all initiatives. Here is a non-exhaustive list of actions to execute during this uncertain period of time:

Monitor the authorities’s announcement

1. First & foremost, it is important to keep the management informed about the latest guideline provided by the government, other authorities.
2. Does not base any strategic decision on some unverified sources.

Implement rigorous cleanliness & sanitation of all area

1. Upgrade your cleaning product to hospital grade, for rooms, public area & back of the house.
2. Provide hand sanitizer & hydroalcoholic gel dispensers in public area (entrance, lobby, reception desk, restaurant, bar, lift hall, etc…), and ensure regular replenishment
3. Increase the cleaning frequency of high traffic zone like entrance doors, and lift panels
4. Supply face masks to all your staff, and provide them proper guidelines on how to use face masks
5. While managing your cashflow, ensure your stock of all the above is sufficient on monthly basis

Provide guideline to all employees in regard to hygiene and infection control

1. Avoid contact with live animals, including poultry and birds, and consumption of raw and undercooked meats.
2. Prevent sharing of food, cutlery, crockery, utensils, and other personal hygiene items.
3. Maintain good personal hygiene, including handwashing with soap and water, or the use of alcohol-based hand rubs.
4. Train the staff to increase their attention to the extreme cleanliness of public areas, high touch areas including the front desk. We highly recommend disinfecting surfaces between dealing with each guest. We suggest that focus is placed on cleaning high-use areas like tables in the lobby, pens at the front desk, room keys, key cards, remote controls, adapters, points of sale where guests touch or swipe cards, latches, buttons on elevators and handrails, amongst others.

Ensure diligent Employees & Visitor screening at the workplace.

1. Establish proper admission protocol with regular temperature checks for all employees & guests
2. Monitoring the good health of your workforce is paramount in pandemic crisis, lack of workforce could lead to more challenging situation
3. Setup work from home or more flexible working hour to avoid rush hours in public transport for your employee when possible
4. Deploy strict policies regarding past & future travel within your team, as well as for your guest arrival Provide

Protect your bottom line
During crisis period, Hotel management team can spend hours working on endless action plan & various scenarios. Every Hotels are different, but many actions can be taken in all cases to secure the revenue & protect your profit. We have listed below some key best practices:

1. Revenue Management/ Stand strong, and provide clear guideline in regards to pricing strategy. Avoid providing discount if the whole market is in low demand period, instead provide more flexibility in regard to your cancellation policies and offer reservations re-planning.
2. Marketing & Communication/ Communicate to your guest the hygiene measure that have been implemented in order to provide your future guest peace of mind upon booking. And start planning for a recovery period with special promotions and communication campaigns.
3. Finance/ Monitor the Hotel cashflow carefully on daily basis, and reforecast weekly your full year P&L. Inform General Manager & Owner on regular basis of potential concerns. Negotiate with suppliers for preferred payment terms if possible. Scrutinize the purchasing process. Monitor authorities & government announcement for eventual delay of tax payment.
4. Costs Control/ Re-negotiate all the suppliers and maintenance contracts to reduce or reschedule the fees payment to adapt to the cash flow forecast and to avoid a lack of liquidity or payment defaults.
5. Information Technology (IT)/ Backup data & keep all hardware updated. Re-negotiate monthly contract in case of hotel closure
6. Rooms/ While hotel might increase the cleaning supply cost, you could also remove non-essential amenities & items from the rooms & bathrooms. Close buildings or floors in case of low occupancy, as it would contribute to energy saving costs.
7. Human Resources/ Setup Crisis Management Committee involving key HOD with regular update on the situation. Engage all staff in cost saving planning, and adjust planning to be in line with your occupancy rate.
8. Food & Beverage/ Reduce your par-stock to the minimum, manage your perishable food purchase to reduce waste. Close buffet to avoid food waste, and promote strongly room service menu, and adapt the menu to staffing level.
9. Sports & Recreation/ Follow authorities’ announcement, and close swimming pool, gym & spa if advised to do so.
10. Engineering & Maintenance/ Focus on energy saving activities, which shall lead to cost reductions (A/C closure, floor closure, unplug minibar etc etc).If you were planning renovation, and your treasury allows it, bring your plan forward while the occupancy is low.
11. Security/ Do not compromise on your guest & your team security. Organize regular patrol of the property, secure supplies, and reduce the number of entry point if possible.​

Click here to download
​

Conclusion
Each property is having its specificity, in terms of hardware, but also in term of software, therefore if you are in doubt, please contact us, and we shall offer you our services or some simple advices. It is unfortunately too often in this crisis moment that Hotel Owner realize the real value of their business.

While it is hard to anticipate when this crisis will end, and while nobody could have been prepared for such disruptive pandemic, it is important to learn some lessons from the current situation, and try to be better prepare for an eventual future outbreak.
​