At the end of May 2020, The World Tourism Organization (UNWTO) with the contribution of its members and partners prepared global guidelines to restart tourism and formulate a sector-wide response to the unprecedented challenge of the COVID-19 pandemic. Action plan includes the most effective manners to make travel safe and seamless to all – workers, companies, destinations and travellers. Priorities for the global industry recovery cover all parts of travel and tourism, including hotel business and HoReCa.
UNWTO action plan to recover the hospitality industry
Hygiene & operations
- Increase the frequency of cleaning in common areas and contact surfaces.
- Inform guests about existing protocols in an easy and updated manner (e.g. time of the last cleaning, contact of health manager, etc.).
- Explore new methods such electrostatic sprays, ultraviolet light, amongst others.
- Implement contactless check-in and provide guests with a hygiene welcome kit (including gloves, masks, sanitizer).
- Get to know more about your guest in advance to the arrival to provide a more personalized service.
- Keep spare rooms for possible sick or quarantine guests.
- Keep physical distancing for the use of all common spaces.
- Introduce technological systems such as “guest messaging” for direct and rapid contact with guests for reservations, refunds, cancelations or possible information about infections.
- Foster flexibility for operations.
- Create positions such as hygiene manager and guest guardian.
Product and marketing
- Add new services such as food delivery or take-away (picnic) service, family experiences, co-working spaces, drive & stay packages, etc.
- Promote proximity and domestic tourism in the short-term enhancing the local value chain (e.g. local producers).
- Implement marketing campaigns to communicate corporate values and support to local providers and workers.
- Partner with health and safety brands and health providers.
- Generate alliances with health centres and providers.
- Partner with local providers, local destination management organizations and other players in the sector.
COVID-19 projected impact on tourism in 2020 (as of 28 May 2020) and recommendations for Air Travel, Tour Operators & Travel Agencies, Meetings & Events, Attractions & Thematic Parks, Destination Planning & Management are presented in the Restarting Tourism presentation by UNWTO.
Photography: TOHOLOGY Production
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