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The use of hotel robots not only improves service efficiency, enhances guest satisfaction and reduces labor costs, but also provides a safer support for guests and hotel staff by effectively reducing human contact.
Hotel reception needs to focus on the following aspects during the epidemic:
Article source: Ctripjddx
Main focuses
With strengthening epidemic prevention and control measures, more good news is coming into sight. Companies are resuming work, and many hotels are currently open again to the public.
While the crisis isn't fully resolved, hotels need to prepare for reception work aside from routine disinfection work.
Today’s session will summarize the main focuses of hotel reception work during the epidemic.
1. Registration
During the epidemic, hotels need to register all information of visitors..
(1) Registration place: every hotel entrance and exit, including but not limited to: gate, parking lot, staff access, and warehouse entrance, etc. Set up specially-assigned staff to follow through the registration. This is usually led by security or reception departments.
(2) Temperature measurement: all people entering the hotel shall have body temperature measured in an undifferentiated manner and for unlimited number of times (temperature measurement is required for entering and exiting the hotel). If one's body temperature is still higher than 37.2℃ after multiple measurement (3 times and above with 10m’s interval), he/she shall not enter the hotel.
Temperature measurement at Shanghai C&D Hotel
(3) Information registration:
Hotels shall pay special attention to the information registration of the following three types of personnel:
[1] Hotel guest: room number, check-in & check-out time, place of departure, travel information (flight/train number, time, whether passing Hubei Province), contact with diagnosed or suspected patients, health status.
[2] Hotel staff: (for staff just returned for work) department, residing place during the holiday, return time, return travel information (flight/train number, time, whether passing Hubei Province), contact with diagnosed or suspected patients and health status.
[3] Suppliers: company name, health status of relative personnel (deliverymen, middlemen), contact with diagnosed or suspected patients.
(4) Quarantine: quarantine personnel who visited dangerous areas or had contact with diagnosed or suspected patients within 14 days, and report the situation to relative epidemic control authorities.
2. Guest service
During the epidemic, hotel service needs to focus on sanitation.
(1) Public areas
[1] Notice
Set up “Warm Reminder” notice in the lobby, reminding guests to wear masks in hotel public areas (lobby, cafeteria, corridor, parking lot, etc.) and take precautions such as washing hands more frequently and staying indoor.
Set up “Disinfection Notice” at entrance, exit, and elevator, informing guests about disinfection work so as to boost their sense of security.
[2] Sanitation
Prepare hand sanitizer at the reception desk. Guests may use it (upon their willingness) to reduce the possibility of carrying virus.
To ensure the safety of hotel staff, receptionists, concierge, and so on in need of making contact with guest belongings must wear gloves for protection. Direct contact with guest belongings is forbidden.
[3] Elevator
Prepare tissues/cotton swabs/toothpicks in elevators. Encourage guests in lower floors to use the staircase (upon their willingness).
In addition, the elevator needs to be disinfected multiple times every day, especially the elevator buttons. The disinfection information can be shown inside elevators.
[4] Personnel restriction
External personnel (such as deliverymen and couriers) are not to enter the hotel. Hotels may set up temporary places for parcel and takeout outside the lobby. Guests will pick up them for themselves, or hotel staff can send them up after surface disinfection.
External vehicles are not to enter hotel parking lot. Every vehicle entered need to be registered.
Take-out area, Beijing Tianyou Building
(2) Hotel rooms
[1] Routine disinfection
Disinfection for every guest: strictly disinfect room cards, teacups and other reusable items to avoid possible cross-infection. For example, Changsha Haiyi Hotel has prepared a room card disinfecting machine to ensure the safety of guests and staff.
Room card disinfection machine, Changsha Haiyi Hotel
Disinfection every day: notify guests about routine disinfection during check-ins. For occupied rooms, routine disinfection should be strictly completed. Notification of disinfection shall be put inside the room after the work is completed. Please refer to relevant content in the Compilation of Hotel Epidemic Prevention Measures for disinfection protocols (click the title to view).
Note: guests should be advised to wait in the cafeteria, lounge or other areas during disinfection due to the toxic nature of disinfectant.
[2] Contactless service
Reduce in-person service: reduce in-person service such as giving welcoming gifts, guiding guests into rooms. Housekeepers shall clean the rooms while the guests aren't in the room to avoid direct contact.
Hotel robots: the usage of robots not only improves service efficiency, promotes guest satisfaction and reduces human costs in routine work, but also provides a guarantee for safety.
Gaosu New Century International Hotel Anhui
According to Yunji’s background data, by providing contactless service, the daily usage of robots for a hotel group increased 1007.01%. The robot reuse rate of independent hotels is 76.67%.
Note: during the epidemic, hotels need to disinfect service robot after each task. Robot Disinfection Operation Guide for specific disinfection protocols (click the title to view).
[3] Guest room supplies
During the epidemic, hotels should prepare some sanitation supplies to build security environment.
Hand sanitizer: prepare anti-bacteria (liquid) soap in the room, remind guests to wash hands more frequently.
Disinfectants: prepare disinfectants for guests to sterilize items they find the need to do so.
Sealing bags: guests must pay extra attention with items/supplies with direct contact with their bodies (towel, slippers, remotes, etc.). Hotels can put these items/supplies in sealed bags to boost their sense of security.
(3) Cafeteria
[1] Reduce gathering: when the epidemic is yet to be controlled, hotels need to reduce gathering in cafeterias and properly shut down some cafeterias. Hotels can provide telephone ordering and food delivery service to meet guest demand for dining. As for the buffet breakfast, hotels can deliver assorted breakfast choices to guest rooms. In terms of staff cafeteria, hotels should try offering packed meals and arrange staff to eat in different time slots.
[2] Expand channels: Beijing Tianyou Building has launched a take-out service for surrounding residents, who can call in and order food. This way, sanitation is guaranteed, revenues are improved.
[3] Information Notice: during the epidemic, guests are sensitive in every link that may involve human contact, so it is with cafeterias. This is convenient for hotels to put up public notice about cafeteria disinfection information.
Take-out card outside a hotel room (recoding the temperatures of the cook and the deliveryman)
Hotels need to stay alert and keep up with epidemic prevention and control measures.
Conclusion: Avoiding virus-commission, cross-infection and offering thoughtful service can ensure a sense of security for guests.
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