Following early signs of recovery and eased lockdowns after the coronavirus spread in China, Kempinski Hotels has reopened all its hotels in the country. New strict safety and hygiene procedures have been put in place to comply with local government authorities and WHO guidelines to guarantee guests’ and employees’ safety and wellbeing.
“Our hotels in China have done great work in ensuring the health and safety of our guests and employees during the past weeks and months, and we are closely following the recommendations of global and local public health authorities, including the WHO and the Centers for Disease Control and Prevention. People here no longer look for the best hotel, the greatest dinner or the lowest price, but for the safest experience,” said Michael Henssler, Chief Operating Officer Asia and Member of the Management Board for Kempinski Hotels. “These are unprecedented times for the hospitality and catering industry. Travel is not a question of price, but a security issue. Kempinski is focusing on visible hygiene, and we have launched the ‘Kempinski White Glove Service’ recently. Hotels must meticulously follow a 70-page guide that affects all departments. The rules apply to procedures for the arrival of guests, the furnishing of public areas, food and drink, and housekeeping.”
The new measures include mandatory temperature checks for everyone entering the hotel at each hotel entrance; the posting of public health certificates in public areas; daily air purification in the dining outlets; rigorous enforcing of ingredient regulations; frequent disinfection of all equipment; obeying local laws on social distancing in all restaurants and public areas; and complimentary sanitizer and masks for guests and employees.
Although to-go ordering is de rigueur in China, that is not the case in the country’s luxury hotels, but that too is changing. Kempinski hotels in China have partnered with Meituan and Eleme APP, the two leading food delivery companies. They have launched online food and beverage sales to ensure contactless services for their guests’ convenience. Kempinski culinary teams have carefully selected high-quality dishes, best suited for long-distance delivery, and have worked on improved packaging to ensure freshness.
Take Kempinski Hotel Hangzhou, for example. In collaboration with Taobao Sellers, one of the largest online shopping website, the hotel has introduced the ‘Taobao Concierge Programme’ for fashion retailers featured on the shopping site. The program allows retailers to choose from several venues at the hotel, like a luxurious suite, the Executive Lounge, or the spa as the photo-shooting setting to best complement their products. Further supplements can be added to the program, with gastronomic packages like afternoon tea or champagne and canapés.
“The hospitality and leisure industry is experiencing a big impact as countries have been locked down in response to COVID-19. We switched our business efficiently, focusing more on the local market and cooperating with popular local food delivery companies, as well as planning various promotion packages for local residents. We always need to look ahead and be prepared for the rebound of the market,’ said Ilja Poepper, vice president sales and marketing – Asia Kempinski Hotels.