Personalizing the Guest Experience Post COVID-19

Objective:

To create an enhanced guest experience in the post-COVID era that aligns with the company culture and mission, so as to ensure a memorable experience, yet adheres to the stricter cleaning and distancing guidelines.

Assignment:

You are required to create a service delivery program for a hotel of your creation, designed to ensure that each guest feels that his/her experience was personalized and memorable. Your goal will be to follow the path of the guest from check-in to check-out to create personal/memorable experiences at every turn. The additional challenge is to do so while adhering to the post-COVID guidelines that hotels and restaurants will follow upon reopening.

You must create at least one strategy paired to each Moment of Truth that the guest is expected to experience during his or her visit. You must assume that the guest will use every amenity of the hotel. Remember that the goal is to make each guest continually feel special throughout the stay. Some of these Moments of Truth can include (but no need to limit to):

• The check-in/check-out process
• The guest room
• The breakfast area (or meals in general, including room service)
• Pool deck/beach area
• Function spaces

Directions:

Your first step is to create a hotel. Provide the location, size, and general ambiance that guests will experience. Be as creative as you like.

Describe the guest experience from the moment they step foot on the property until the time they check-out. Create at least four (4) Moments of Truth.

Research new COVID guidelines established by the CDC or AHLA, and research at least two (2) articles on what hotel brands and five-star hotel companies will do to protect guests. Essentially, you will rethink the entire guest service experience. In your paper, explain your strategy for making guests feel welcome amidst the restrictions placed on service by COVID.

Please keep in mind that the experiences you create are not necessarily right or wrong, but rather if the experiences created were unique to your hotel and made to feel personal to each guest.