Emerging stronger from the Coronavirus crisis: Why hotels should optimize and digitize their processes now

April, 2020

It’s no secret that the ongoing coronavirus pandemic has a massive impact on the global hotel and tourism industry. Travel restrictions and curfews across the globe result in cancelled flights, low occupancy rates and lost revenue for many businesses. In fact, the World Travel & Tourism Council predicts that up to 50 million jobs are at risk in the global travel and tourism sector due to the current coronavirus crisis.

In such challenging times, hoteliers are required to ensure a transparent and professional communication to keep guests and employees well and fully informed throughout the crisis. Without doubt, the list of negative impacts on daily operations is long and many facilities might have to close their doors to the public. But the current crisis might also be considered as an opportunity to rethink and optimize internal processes with the help of digital tools. These can support hoteliers in developing a long-term strategy to rehabilitate themselves in the market and make up for losses once the coronavirus crisis is over.

Ensuring a transparent and consistent guest communication during the Coronavirus crisis

As any other crisis situation, also the coronavirus pandemic requires a professional and honest communication with employees, guests and shareholders. Due to travel restrictions and curfews, many travellers are worried about their holidays and booked hotel rooms. Therefore, you want to put your guests´minds at ease by showing empathy and sharing all relevant information with them. It is the time to leverage your digital communication channels like website, email, SMS and social media to let your guests know how you prioritize employee and guest safety, how you handle cancellations or any preventative measures taken at your facilities. Keeping your guests fully and well-informed strengthens the trust and will positively influence your guest relation in the long-term.

For example, prepare a short statement outlining any measures and procedures which your hotel is undertaking at the moment and publish on your website or your blog. Or send out an automated message via mail or SMS which includes all important information. This may prevent your guests from cancelling their stay in a hasty moment. Now, but also beyond the coronavirus crisis, hotels should create a lasting experience and deliver the right message at the right time.

Use the current coronavirus crisis to optimise and digitize your hotel’s processes

As after other crises, we most certainly can expect a catch-up effect as soon as the coronavirus pandemic has been overcome. As people had to endure travel bans and “social distancing”, the urge to travel will be high. To make the most of this potential and to emerge stronger from this situation, hotels should be prepared. Therefore, take this time to rethink your internal procedures and processes with the help of digital tools. Evaluate which solution suits your needs best and which will help you set yourself apart from the competition.

Doubtless, hoteliers will experience a revenue downturn and they are forced to cut back their expenditures due to the crisis. However, when the demand starts to rise again, it’s time for wise investments. Digital tools that will support you to increase operational efficiency, save costs in the long run and generate additional revenue should be in the focus.


Being in the middle of such an uncertain time like the ongoing coronavirus crisis, hotels should ensure a professional and transparent communication with guests, employees and shareholders. As they will appreciate being treated fairly and transparently, they are very likely to remember your hotel and your service in the best possible way. What’s more, forward-thinking hoteliers use this time to analyse their internal processes and digitize them to make the most out of the catch-up effect afterwards. Using this time efficiently now, will help you recover from the crisis and to gain a competitive advantage in the long run.

If you would like to learn more about our software and how it can be help during the Coronavirus Crisis or if you would like to discuss any concerns or questions with us, feel free to schedule your personal consultation with one of our experts.

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