It's mind-blowing how much has changed. We have to navigate a myriad of new and ever-changing rules; before setting off, when we arrive, as we leave and when we get home. 

While this creates its challenges, it's an opportunity to make a lasting impression. 

So, what can you do to put your guests at ease, help them relax and go Aaaahhhh?

Reduce stress with clear communication

This is the perfect time to step up communications. A simple message at the right time goes a long way to soothe anxious minds. It shows you've got their back and have things under control. At the same time, you can tap into their excitement. 

Digital and mobile technology provides us with many new ways to communicate. According to a McKinsey report, more than 65% of all customer engagement is now online.

The beauty of digital is you can automatically capture additional data to feed into your CRM system. This helps you build a better understanding of your guests' preferences - how they like to engage with you, when and through which channels. Powerful insights to help with your loyalty and retention programmes. 

But digital might not be to everybody's taste. It needs to be balanced with the right level of personal interaction, in keeping with your brand's unique values. It's useful to think about communications across the full guest journey, so here are some ideas.

A safer contactless stay

Once they've arrived safely, the first thing they'll notice is the safety measures you have in place. Your guests will feel more comfortable touching fewer things.

Talking of touch-free, why not promote all your contactless services - it's a great start.

Thinking about your payments terminals, it's a good opportunity to explain the measures you take to ensure they’re safe and hygienic. We've some great tips for you on how you can maintain a hygienic payments environment.  

Guests love to use new technology when it makes their lives easier and safer. Many will now happily use their phone or tablet to manage their entire stay. Guests are able to use apps to manage lighting, temperature and the TV, and can order things they need to their room, book trips and upgrades, all from the comfort of their own room. 

Some guests will be happier ordering meals to their room, helping reduce their anxieties over social contact. Order and Pay services allow them to manage their food and drink through their devices.

Increasingly, guests prefer to use messaging services rather than ringing the front desk. This improves customer service and also gives you the opportunity to deal with any concerns guests have as and when they arise, without needing a face-to-face meeting.

A stress free check-out

Check-out can be tedious. Some guests just want to get going and avoid queues. Although a few are happy to queue and speak to front-desk staff – it's all about choice.

Express check-out and self-service kiosks now sit alongside the front desk in many hotel reception areas as a way of giving guests more control with these time-saving options. 

You'll put their minds at ease if you communicate their check-out options before they leave and maybe offer guidance videos and tips to help them on their way. 

Guests have always wanted clear advice and instructions - modern technology means we can keep them informed like never before. It also allows them to tell you what's not working when you have a chance to put it right.

So, embrace these new opportunities because they'll help your guests relax and go Aaaahhhh that little bit quicker.