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As predicted by world’s leading virogists , after the initial covid-19 outbreak, a second pandemic wave has followed in autumn 2020. Today we’re right in the middle of this wave, we can’t predict when it will end and experts say it might be followed by a third one.

Governments and health organizations have taken new measures in an effort to flatten the contagion curve. These measures have inevitably put the world economy in difficulty for a second time and, as during the first pandemic wave, one of the most affected by the covid-19 industries was again the hospitality industry.

Travel restrictions, national anti-contagion measures and the fear of being infected have practically eliminated all flows of leisure or business travelers. As a consequence, hotel bookings, as during the first pandemic wave, have collapsed again and hotel companies all over the world have gone into crisis.

However, in every crisis there are hidden opportunities and during this second pandemic wave, the biggest opportunity that emerged for hoteliers was that of covid hotels.

What is a covid hotel?

Covid hotels are accommodation facilities where covid-19 infected people, who do not need hospitalization or are asymptomatic, can quarantine until they until they get over the infection. These people cannot be hospitalized, as they would occupy precious hospital beds needed by severe covid-19 patients, and cannot either return to their homes, as they would risk infecting their cohabiters and loved ones.

man in quarantine for covid 19
Image by Tumisu from Pixabay

This is why local health organizations and governments have requisitioned hotels in order to transform them in quarantine facilities that can help hospitals optimize their bed capacity and covid-19 infected citizens transition into normal life without the risk of infecting their peers.

A new business opportunity for hoteliers

Covid hotels represent a new big business opportunity for hoteliers affected by the recent pandemic crisis.

Hoteliers who decide to transform their hotels into covid-hotels can keep generating revenue until the pandemic crisisi has ended and tourism starts recovering again. However, managing a covid-hotel is not as simple and straightforward as managing a leisure or business oriented hotel.

Image by Markus Distelrath from Pixabay

Covid hotel clients are people who cannot leave their rooms, cannot come into physical contact with other people or with hotel employees and therefore they need food&beverage delivered to them daily as well as good phone and internet connectivity in order to communicate with their loved ones and work remotely.

It’s easy to imagine that, today, there are no hotels built keepin a covid-19 crisis in mind. That’s why most hotels are not organised to meet covid-19 safety measures and quarantined people needs.

For example, today most hotels will find really hard providing their clients with a 24.7 fast internet connection as well as with an efficient real-time food&beverage ordering&delivery system. Imagine how much a hotel’s internet connection can slow down when all its guests perform videoconferencing or movie streaming at the same time throughout all the day.

Imagine also how difficult can be for reception employees to receive and dispatch room service orders for breakfast, lunch and dinner for all their rooms at the same time.

Therefore the question arises spontaneously: how can hoteliers overcome the above mentioned difficulties and transform their hotel into a covid hotel in order to adapt their business to the new market scenario and manage to get over the current crisis?

The answer to this question is quite complex. However it can be summed up in 4 words: thanks to Manet technology!

Let’s discover more about this technology in the following paragraphs.

How can Manet technology help covid hotels meet staff and guest needs?

What is Manet?

Manet is an advanced mobile assistant and concierge packed in a smartphone and designed to replace traditional hotel room telephones. Among its features there are unlimited internet connectivity, unlimited worldwide calling, public health and safety tools, 24.7 voice and text communication with hotel reception and advanced service ordering and booking tools allowing on, one hand, hotel guests to have their hotel’s services at their fingertips and, on the other, hoteliers to satisfy guest needs and manage hotel facilities at best.

Manet Mobile Smart Travel Assistant
Manet smart mobile assistant and digital concierge

So let’s see how these features can provide fine solutions to covid hotel needs.

Digital communication and entertainment

Each Manet device works as a very fast wifi internet hot spot. Therefore, covid hotels equipped with Manet can provide each one of their guests with an individual fast and efficient internet connection allowing them to surf the web, perform videoconferencing, work remotely and stream movies or music without experiencing internet connectivity lags and drops.

Food order and delivery

People who quarantine for covid-19 in covid hotels need food delivered directly to their rooms more times per day. With Manet devices, menu and order management become easy and straightforward both for guest and hotel staff as the Manet platform includes a smart food order management system that enhances the guest food ordering experience and facilitates order dispatch on the hotel staff side.

room service delivery
Image by Franck ROCHETEAU from Pixabay

Guest-reception communication

Manet devices include smart voice, video and text communication channels aimed at enhancing guest–reception communications. Guests can choose either to call, videocall or text the reception and receptionists can also send one-to-one or one-to-many push messages to their guests. All these options make communication easy and safe for guests and hotel staff as they can choose the communication channel that best fits their needs and their mood without any physical contact that could increase covid-19 infection spreading.

Easy and constant communication with health professionals and authorities.

Last but not least, Manet devices provide their users with real-time public health notifications, issued by local health authorities, as well as with public safety numbers that can be reached with a simple screen tap. Thanks to Manet devices it is also very easy to find and communicate with hospitals and pharmacies located near every Manet-equipped covid hotel.
Moreover, Manet devices have a built-in function allowing their users to request an in-house doctor visit, book an appointment at the doctor’s studio or even schedule a doctor-video-consultation at their convenience. This way they can have continuous medical assistance and feel safe during quarantine.

To sum up, the second covid-19 wave is a reality we must all deal with. A reality that has created lots of problems to solve as well as new business opportunities for hoteliers, hospitality professionals and covid-19 patients who need to quarantine away from hospitals and from their homes.

Once again, the most important problem solving factor, in this new tough scenario mankind is facing, is the same one that has helped humanity overcome the biggest obstacles encountered in the last decades. This miraculous factor is simply technology!

Article by Athanassios Karaiannis, Digital Marketing Specialist

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Hotel KPIs - Manet Mobile Solutions

When it goes right, everything is good — when it goes wrong, it really goes wrong. As anyone working in hotel management knows, getting this difficult balancing act right is difficult. With this in mind, you need to keep an eye on the right Key Performance Indicators (KPI) to track your success. By paying attention to the following metrics, you can effectively measure the performance of your hotel.

1. Average Daily Rate

Your average daily rate reflects how much you’re earning per room, each day, on average. To calculate your average daily rate, calculate your total room revenue over a 30-day period and then divide it by the number of hotel rooms you have. Repeat this each month to track the trends in your averages.

Hotel KPIs - Manet Mobile Solutions

CC: Rhema Kallianpur at Unsplash

2. Average Occupancy Rate

Calculating your average occupancy rate allows you to identify which months and seasons prove most popular. You can then use this figure to market your hotel accordingly or to address the periods where you’re under-performing. You can get this figure by dividing the number of rooms occupied by the total number of available rooms, and multiplying this by 100 to achieve a percentage value.

3. Average Length of Stay

Average length of stay is an incredibly useful hotel KPI. If you can increase your average length of stay, you’re likely to spend less money on labour. This is because every time a hotel guest leaves you need to go through the motions of cleaning their room, replacing linen, restocking certain features, and checking them in and out. You can get this figure by dividing the number of occupied rooms by the number of bookings over a set period. Work to increase your average length of stay to maximise profitability.

4. Online Ratings

Whether you like them or not, online reviews are here to stay. Around 90% of customers will read a review online before using a business, so this is a KPI all hotel owners need to pay attention to. Check popular review websites such as TripAdvisor to assess the number of positive versus negative reviews you’re receiving. Paying attention to what has been written will allow you to push your business towards a more positive trend.

5. Advertising Return on Investment

When you spend money on advertising, tracking your return on investment is essential. Many hotels are now expected to deliver more, but with tighter budgets. As such, you can’t afford to blindly throw money at adverts without knowing what effect yours are having. Wherever possible, survey your customers at the point of booking to find out where they learned about you. That way, you can determine which of your local print ads, PPC, or social media ads are having the biggest impact.

6. Gross Operating Profit Per Available Room

Gross operating profit per available room helps you determine how much money each room makes throughout your business as a whole. You can include figures such as spa sales, food, and alcohol in this calculation. To calculate it, divide your gross operating profit by the number of rooms you make available to members of the public. Using this metric you can see whether your hotel performs well as a whole, or whether it’s just the room sales that bring in money.

Hotel KPIs - Manet Mobile Solutions
CC Hans at Pixabay

7. Profit per Available Room

Unlike gross operating profit per available room, this figure looks at how profitable room sales are on their own. Take the profit you’ve made from room sales over a set period and divide it by the number of rooms available. Using this figure, you can identify whether the rooms in your hotel are currently turning a profit. If they don’t represent as much of your overall profit as you would like, you can use this information as a driving force to make changes.

8. The availability of Internet connectivity to guests

Most guests who book a hotel room will now expect free Internet as standard. It allows them to remain connected to the world at home, especially when they’re in a different location where they may need to pay additional charges to use their mobile network provider. Additionally, Internet availability allows those who are travelling for business to maintain their usual activities throughout their stay. As a part of measuring this KPI, you should also assess how accessible and reliable the Internet is in each of your rooms.

9. Market Penetration Index

Your market penetration index highlights how much of your local market you’re currently gaining over your competitors. To get this figure, take your hotel’s occupation number, divide it by market occupancy, and multiply this by 100. This should return a percentage figure that tells you what portion of the market you currently hold. You may want to repeat this calculation during busy times of the year when you expect occupancy rates to be high, as well as during quieter periods when occupancy rates are usually lower. Once you have your percentage figure, try to work on practices to raise it. You should then return to your baseline market penetration index percentage to see if your improvements have resulted in a higher number.

10. Your website conversion rate

Your hotel’s website may be attracting visitors, but do you know how many of those online visitors are turning into customers? After looking at the number of visitors who head to your website, calculate the percentage of those that make a booking. You can get this percentage by dividing your online bookings by the number of site visitors and multiplying this by 100. It’s normal for this figure to be low. Around 2 to 3% of visitors will turn into bookings, but if your figure is below that it’s worth considering whether your website is as enticing as you need it to be.

Overall, measuring your hotel’s most important KPIs provides you with invaluable information. Using this information, you can identify the areas where you may be weak. For example, if you have a low market penetration index, you need to start asking yourself what your competitors offer that makes them so attractive. Additionally, you can use these numbers to measure your performance over time. With a consistent approach to making improvements, your hotel will become a stronger business.

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