Published in February’s edition of Today’s Hotelier

Steven Werner, Vice President, Account Management at Avendra, along with Kaycee Strewler, MS, Senior Technical Account Specialist, RD&E at Ecolab, and Brian Venable, National Director, Content Distribution & Partnership Management at WarnerMedia, take part in a Q&A article about guest satisfaction with Today’s Hotelier magazine.

What’s your philosophy on guest satisfaction?

Steven: Avendra’s philosophy on guest satisfaction is simple. We focus on ensuring the supply chain is optimized so our customers can focus on their guests’ satisfaction. We negotiate the contracts and vet the suppliers and manage procurement challenges throughout the entire supply chain, so our customers can use that time and those resources for exceeding guest expectations.

Kaycee: Ecolab understands the impact guest satisfaction has on the vitality of a business, especially in the hospitality industry where a single percentage-point improvement in guest satisfaction results in increased revenue. Ecolab prioritizes science-based expertise, innovation, and partnership to help customers improve guest satisfaction. We do this by providing robust and holistic hygiene and infection-prevention programs that evolve in lockstep with changing guest expectations. Our longstanding partnerships with customers and industry associations help inform the development of programs and solutions that are well-positioned to meet guest expectations and drive industry growth.

Brian: HBO has always put quality content first when it comes to the hotel market. We believe premium, award-winning entertainment will always elevate the in-room experience with the best hit movies and original series that guests can consistently count on. With easily accessible entertainment options for all guests, HBO is the perfect in-room amenity for any hotel property.

How has COVID-19 impacted the ways hoteliers deliver great guest satisfaction?

Steven: There is no doubt that COVID-19 has caused an enormous change in guest behaviors and expectations. Regarding the next steps during the recovery period, there is obviously a heightened sense of safe food-handling practices and cleanliness, and properties will need to modify their operations to adjust to new regulations, brand standards, and guest concerns.

Hoteliers also are starting to reimagine the guest experience, particularly with guestrooms, and consider changes such as removing magazines and notepads because they could be viewed as something additional in the room that could carry the virus. We also expect amenity kit offerings will continue to include PPE items such as masks, disposable wipes, and hand sanitizer. Operators must make it clear to guests that they are providing a safe and comfortable environment. In this new normal and after the pandemic ends, the supply chain will continue to support these changing needs.