The year 2020 was unlike any year the world could have imagined, and it was one of the most devastating years for the hospitality industry. Travel restrictions, stay-at-home orders, and concerns around COVID-19 have led to $481 billion in cumulative losses for the U.S. travel industry.
Now, hoteliers find themselves needing a plan to win back guests when they are ready to start traveling again. Over a year into the pandemic, the most pressing safety changes have been made, but local regulations and recommendations are still evolving, and hotel companies must remain alert and flexible in their COVID-19 response. Budgets will likely remain stretched at least through the end of the year. Additionally, hotels need to prepare for a potential resumption of travel later this year, as more people receive vaccinations and become more comfortable with traveling again.
How do hoteliers build on what worked in 2020 to reassure and capture guests in 2021? Here are some critical steps for hoteliers to take this year.