How Covid changed the hospitality industry

Article by Financial Times October 21, 2021

The pandemic highlighted the need for a shift in attitude towards workers in the food industry – but what will that really mean?

I’m eavesdropping on the pre-service line-up at Davies and Brook in Claridge’s, a huddle of 20 or so staff led by general manager Anneka Brooks. Usually, line-ups are a chance to catch up on new dishes or prep for VIP guests. This one is a little different. Alongside menu updates and points of service, the team is sharing thoughts and fears and making affirmations in ways you’d expect at group therapy.

First point of order (denoted by “Caught Smashing It” on the agenda) is a round of applause for two servers who performed exceptionally the night before. On the theme of “Friendship At Work”, a waiter talks about how a colleague lent him a philosophy book “about life, love and tackling emotions” and another swapped holidays with him “at a time I really needed it”. “It’s really important to have that connection,” someone else says. “You should be super-proud of yourselves,” concludes Brooks, before everyone whoops and disperses. As Brooks tells me, supporting and uplifting her team is an essential part of her job.

Over the past 18 months, restaurants have been reckoning with how they attract, retain and treat their staff. Labour shortages are rife, particularly in the UK post-Brexit. Morale and welfare have become key concerns.

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New International Border Openings Set to Accelerate Lift in Business Travel

Article by GBTA | October 21, 2021

Latest GBTA poll also reports increased industry optimism, a rise in business travel bookings, support for vaccine programs and an eagerness to get back to traveling for work

Optimistic signs of return and tangible recovery in the business travel sector could be seen over the past month. In the latest poll from The Global Business Travel Association (GBTA), half (52%) of industry respondents reported more optimism compared to September. October also saw an increase to 66% of those polled who said their companies are allowing non-essential domestic business travel and, in a high for the year, 42% international travel.

Three in four (74%) indicated support for the opening of U.S. borders (now slated for November 8) with the required protocols, with seven in 10 expecting an increase in international business travel over the next six months as a result. GBTA members and stakeholders strongly agree that reduced infection rates and increased vaccinations will accelerate business travel at their company, with 59% indicating increased vaccination rates around the world would be a top driver.

“There’s still a road ahead for recovery but we’re delighted to see the opening up of borders and a return to non-essential business travel. While we have seen ever-increasing domestic and short-haul travel, a more accelerated recovery has been hindered by the lack of international trans-Atlantic travel. The opening of the much-anticipated Europe and UK to U.S. travel corridors, as well as the opening of land borders to Canada and Mexico, will give a much-needed boost to the business travel ecosystem and global economy,” said Suzanne Neufang, CEO, GBTA. “Safety and duty of care continue to be of upmost importance to our members, who overwhelmingly support vaccine programs as well as smart travel policies to ensure a safe return to business travel, meetings and events.”

The October poll from GBTA, the world’s largest business travel association and worldwide leader in education, research, networking, and advocacy for the industry, is the 24th in a series tracking the pulse of GBTA’s membership of global travel buyers, suppliers, and other stakeholders on how the business travel industry overall is navigating the return to travel, post pandemic.

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Hilton unveils new tech enhancements for guests

Article by Hotel Business October 20, 2021

Hilton has revealed its latest in a series of technology innovations that enhance the guest experience across the company’s 18 hotel brands.

In a first for a major hospitality company, Digital Key Share will allow more than one guest to have access to their room’s Digital Key, which turns the free Hilton Honors app on their smartphones into a room key.

Hilton also unveiled an enhancement to a highly valued Hilton Honors benefit, providing members with early confirmation of a favorite perk—complimentary room upgrades. Eligible Gold and Diamond Hilton Honors members will be notified of their space-available upgrade 72 hours prior to arrival, enabling the member to choose their upgraded room directly when they check-in via the Hilton Honors app.

These two enhancements join the recently launched Confirmed Connecting Rooms, another industry first that allows individuals to easily and instantly confirm at least two connecting rooms at the time of booking.

“We’ve always had our guests at the heart of everything we do, and we continue to listen, evolve and innovate to give them more choice and control over their hotel stay,” said Chris Silcock, EVP/chief commercial officer, Hilton. “Our approach to technology always starts with the guest experience, and as travel returns, we are pleased to provide Hilton guests with enhancements to their stay that are seamless, flexible and allow them to focus on what matters most—creating new memories.”

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