Contactless Service And Operations: Hotels
Contactlessservice andoperations: HotelsImproving and enabling human-oriented serviceand operations in response to COVID-19CONFIDENTIAL AND PROPRIETARYAny use of this material without specific permission of McKinsey & Companyis strictly prohibited
The IDEA Framework in action: sector examplesContactless Service andOperations was developed to providea framework for reevaluating anorganization’s key customer andemployee journeys and interactionsin light of COVID-19. It focuses onmaking those journeys andinteractions better not just safer.The goal of the IDEA Framework is tohelp organizations reimaginesmission-critical priorities, investments,and operations while providing the“human” elements related to service.This document provides a sectorspecific example on how the processof the IDEA Framework could beapplied.Organizations should follow localregulations and country-specificcircumstances before implementationof specific interventions.If you would like to view additionaldetails of this approach please clickhere (link to CxO)This content consists of insights fromMcKinsey’s operations and designpractice and is provided “as is” solelyfor informational purposes. It does notconstitute or is intended to be legal orsafety advice. Organizations shouldconsider all applicable laws,standards, and country-specificcircumstances before adopting anymeasures. Organizations shouldengage their own legal counsel andsafety experts to ensure compliance.McKinsey Design Stockholm Studio2
The IDEA framework provides a process that can help identifyhuman-centered solutions for evolving business scenariosIdentify interactions& areas of concernDiagnose & prioritizeareas of concernDevelop &Execute solutionsIdentify the types of workenvironment relevant to thebusinessPrioritize areas of concernusing multiple lenses:Develop and roadmapsolutions across threehorizons:Identify types of in-personinteractions for priority journeyswithin three main buckets: Employee to employee Employee to customer Customer to customer Type of interactions Evolution of customer andemployee experience Implications on operationsand cost Immediate needs to continueor re-start critical operations Re-prioritizing andaccelerating key initiatives Investment in distinctive longterm solutionsAdapt & sustainOperationalize solutionsacross the organization,iterating and adjusting to meetthe needs of the evolvingsituationEmpower teams to stayahead of emerging situationsand bring learning back to theorganizationOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with appl icable laws and standards in their jurisdictions.McKinsey & Company3
Leisure travel hotelsThe first step of the IDEA framework is to identify interactionsand areas of concern across key journeys and interactionsILLUSTRATIVE EXAMPLENONEXHAUSTIVEDetailed areas per type of interaction and operationGoods transferEmployeeto employeeInteractiontypesEmployeeto customerCustomerto customerServicesInternal tasks/processes Arrival of white goods and food andbeverage (F B) items Employees operating in corporate andhotel offices Employees working in corporate orhotel offices at desks Removal of dirty linens and supplies frompremises Concierge and front desk Handing off paperwork and signatures Cleaners, maintenance, F B staff,kitchens operating within hotels Restocking cleaning supplies andamenities Parking tickets Conversation at check-in upon arrival Signing at check-in Delivery of room service Purchase of goods in retail store or kiosks Servicing of F B and shared spacesDelivery confirmation signatures, whichrequire both delivery employee andcustomer to touch the same scanner ortablet Receipt of key Cleaning of rooms (cart in hallway) In-room amenities distribution Gift shop Multiple guests waiting at check-in Engagement in shared spaces (retail,F B, gym, elevator)Shared air circulation and control of airvents in rooms Shared sign-in pens, clipboards,touchpads, and keypads Elevator buttons and railings used bymultiple peopleOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with appl icable laws and standards in their jurisdictions.McKinsey & Company4
Leisure travel hotelsOnce identified, organizations are advised to diagnoseand prioritize areas of concernILLUSTRATIVE EXAMPLEPre-stayExploring & bookingE2E: Employee to employeeE2C: Employee to customerC2C: Customer to customerOn premiseArrival & check-inRemediation & post-stayExploring & staying in my roomExploring the hotel and its services Leaving the hotelArrival and check-in journeyGuest entershotelPotentialinteractionsE2C Greeting at doorC2C Manual doorGuest waits inline to check inC2C Crowding whilewaiting in lineGuest speaks withfront desk attendantto check inGuest provides IDand credit card,receives room keyE2C Talking to front deskE2C Handling credit cardC2C Multiple guests andattendants at counterE2C Getting keycardE2E Interactions betweenattendant and conciergeC2C Using same pen,keypad, or touchscreenC2C Touching counterOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with appl icable laws and standards in their jurisdictions.Guest useselevators to getto their roomC2C Pressing floorbuttonsC2C Crowding whilewaiting for elevatorC2C Sharing elevatorwith other guestsMcKinsey & Company5
Companies can seek t0 develop and execute solutions to helpimprove safety and experience across key business elementsILLUSTRATIVE EXAMPLEPotential levers thatcould be utilized insolutionsNew offers& servicesPoliciesLeisure travel hotelsNONEXHAUSTIVEInnovations and improvements could address guest and associate safetyand comfort in and around the hotelA Remodeled movement flowsJ Gesture or voice-controlled elevator with improved air filtrationB Upgraded PPE for viral protectionK Visual physical-distancing/sanitization cuesC Improved air filtration and ventilationL Worker proximity sensors in kitchenD Touch-free handles/interfacesM Hot spot surfaces marked with colorE Temperature measurement upon entryN Clean working kitsF Frequent sanitation of gym surfacesO Communication of guidelines to guestG Controlled entry to restaurantP Staggered and scheduled gym usageH Hygiene zones for waitstaffR Restaurant tables spaced at greater intervalsPotential additionalexamplesDTouch-free handles andinterfacesMI Health ID and employee risk taurantDSIBJKCPrivacy pods in publicareasOMROfficeLobbyOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with appl icable laws and standards in their jurisdictions.Gesture or voicecontrolled elevator withimproved air filtrationMcKinsey & Company6
Leisure travel hotelsThe last step to consider is to pilot, adapt, and scale solutions asappropriate, keeping employee and customer experience in mindILLUSTRATIVE FUTURE STATE JOURNEY EXAMPLEPre-stayOn premisesRemediation &post-stayExploring & bookingArrival & check-inExploring & stayingin my roomExploring the hoteland its servicesLeaving the hotelPotentialactions toconsiderBeing enticed to travelArriving at the hotelArriving at the room & unpackingOrdering room serviceCheckoutDeciding whether travel is safeChecking in and going to roomExploring entertainmentGoing to bar or restaurantDepartingCleaningAmenities (lounge, spa, gym)ReopenCOVID-19 clean certificationCourtesy gloves, wipes, hand sanitizer, andmasks are available in the roomRemoval of magazines/booksReopen &immediate needsIn-room messaging highlightingcleaning protocolsCourtesy gloves, wipes, handsanitizer, and masksAll employees wear masks,glovesRemove high-touch objects (clocks, pen,pads)Signage elements to avoidcrowding on front deskEmpty parts of hotel can be used to hostpatientsFront desk staff can interactwith guests via chatPlastic-wrapped, sanitized towelsResearching safe optionsBookingWaived cancellation fees forwhen guests are feeling sickCreation of customer-facingsanitation protocols (eg, humancertification, testing,environmental interventions)Check-in is automaticupon entry or assisted via appMotion-controlled faucetsUV-light wireless phone chargerSanitizer and wipes at tables and fewer bar seatsand tablesNo upcharge for room serviceRoutines for handling guests infected during stayMeal delivery (Uber eats) to room is finalized byhotel staff; containers are sanitized by staffTravel restrictions forces gueststo stay longer than bookedComplimentary mask andsanitizer for travel back homeDigital-only folioDigital-only check outIn-app dispute of chargesAll room service offerings available throughappFully digital hotelReimaginationDistinctive longterm solutionsEnhanced virtual tours &guided maps of propertiesPartnerships with ridesharingcompanies (eg, sanitized cars)Collaboration with ecosystempartnersTouchless arrival—doors openautomaticallyAutomated luggage carryingApp or motion-controlled curtainsLights controlled by app/voiceDoor is unlocked with app and opensautomatically“Clean” areas in restaurants and bars, accessibleto people with health certificationVR/AR personal trainer for ”platinum" membersCertified network clean vehicles(eg, hotel airport van, Uberpartnership)Line of fashion-forward PPE clothingVoice- or app-activated lights, blinds/curtains, entertainmentOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with appl icable laws and standards in their jurisdictions.McKinsey & Company7
hotel offices Concierge and front desk Cleaners, maintenance, F B staff, kitchens operating within hotels. The first step of the IDEA framework is to identify interactions and areas of concern across key journeys and interactions . Leisure travel hotels. Detailed areas per type of interaction and operation. Goods transfer. Services
The American Express contactless specification is called Expresspay which ensures global interoperability of American Express contactless payment transactions regardless of where they are processed. Once Expresspay is enabled, contactless transactions can be initiated in both EMV and non-EMV markets. American Express Contactless Payments
Jul 02, 2019 · The objectives of this white paper, “Guidelines for Contactless ATM Transactions – A Guide for ATM Owners and Operators,” are to provide guidelines for accepting contactless transactions at the ATM, and to develop best practices for contactless transaction interoperability for all ATM providers.
You should treat your contactless card as you would treat any credit, debit and prepaid card. Always know where your contactless card is and keep it in a safe place. . There is no daily limit for contactless payments on your Bank of America corporate card, however there are set regulatory limits per transaction in certain countries (outlined .
26 HOTELS July/August 2014 www.hotelsmag.com HOTELS 2013 rank 2012 rank company n ame location rooms 2013 Hotels 2013 rooms 2012 Hotels 2012 51 49 Ascott Ltd. Singapore 23,000 208 22,719 176 52 — Vienna Hotels Shenzhen, China 22,591 135 — — 53 53 B&B Hotels Brest, France 22,294 294 21,000 265 54 52 Value Place Wichita, Kansas 22,210 186 21,221 178 55 59 Grupo de
United Kingdom, Japan and Iceland. The group currently owns a total of 41 hotels and resorts with 6,111 rooms under the Berjaya Hotels & Resorts brand, ANSA Hotels & Resorts brand, joint-ventures with other luxury hospitality brands, and acquisition of Icelandair Hotels. The group al
franchised hotels. IHG hotels are encouraged and supported to build greater levels of risk maturity, beyond mandated levels of safety (Brand Safety Standards), through access to a large range of guidance, tools and training resources available to all hotels via IHG's Global Risk online learning centre. Our team of global intelligence specialists
The Hotels-50K Dataset Hotels-50K consists of 1,027,871 images from 50,000 unique hotels around the world. Each of the images in the Hotels-50K dataset includes the following metadata: (1) ho-tel name (2) geographic location, and (3) hotel chain, or Other if the hotel property is not part of a major chain.
ASTM D2996 – “Standard Specification for Filament-Wound ‘Fiberglass’ (Glass-Fiber-Reinforced Thermosetting-Resin) Pipe” ASTM D2517 – “Standard Specification for Reinforced Epoxy Resin Gas Pressure Pipe and Fittings” 3 Design Overview The patented LinePipe design consists of an inner thermoplastic pressure barrier layer that is bonded to and reinforced by high-strength .
