6 tips for contactless hospitality during the coronavirus pandemic

The hospitality industry is reopening again, in some cases under strict requirements—and with mixed feelings. For restaurateurs and guests alike, the joy of regaining a bit of normality is still accompanied by a sense of uncertainty. What is allowed, what is dangerous? Are the precautions exaggerated—or, on the contrary, not strict enough? And how can all of this be put into practice?

It is no coincidence that the IACBOX team maintains an active exchange with our customers and users, and as an intelligent WiFi portal, our software is always at the forefront of digital trends. Two major digitalization megatrends play a particularly important role here:

• Dematerialization
• BYOD (Bring Your Own Device)

They help us in this crisis to overcome challenges and meet requirements. Dematerialization means that bits and bytes replace physical things. For some things, this happened very quickly—who still carries around lots of coins, and when was the last time you were handed a hotel room key with an enormous, heavy key fob? A small piece of plastic replaces a large amount of metal.

With other things, it is happening a little more slowly, because leafing through the newspaper at breakfast or browsing the menu before ordering is still part of the experience for many guests. Accordingly, digital newspapers and menus are still often offered as an alternative to the printed paper version. However, there is a clear trend toward digital, as the additional options—such as wine recommendations, allergen information, or foreign-language versions—provide real added value.

The smartphone has proven to be an ideal partner for digitalization. Steve Jobs introduced the first iPhone with the words, “Every once in a while, a revolutionary product comes along that changes everything,” and he was right. Who still carries a camera today? A watch? Perhaps as a status symbol, or in a smart version. Even the small plastic cards are being replaced: unlocking doors, receiving loyalty discounts, paying at the checkout—everything can be done via an app. Even official ID apps for driver’s licenses and passports are not far off. And BYOD as the second megatrend ensures that the provider does not have to take care of a display for presentation, a processor for handling, and storage for saving what happens in the app—the citizen, guest, or patient brings all of that with them. Practical, isn’t it? So, on to practical applications for hygiene and infection control. Contactless in the hotel, contactless ordering in the restaurant, contactless check-in should not be empty phrases.

Welcoming and serving guests CONTACTLESSLY – 6 simple tips you can implement immediately.

• Digital menu. Do you already have one? Very good. But how do guests find it? More elegant than a table tent with a QR code is the guest WiFi. On the login page, place the link with a clearly understandable label, and your guest will get there—without typing into the browser address bar, without a mobile data plan, without a QR code scanner.
• Reservation requirement vs. walk-in guests? This does not have to be a contradiction. Your guest WiFi is probably already available in the entrance area—perhaps even on the street, in the outdoor area for smokers? Then add an “Instant reservation” button to the login page and link it to your reservation system. This way, you do not have to turn any guest away.
• Ordering without a waiter. Does your POS allow orders without a waiter? All the more reason to link to it directly on the WiFi captive portal page. Your guest does not need a mobile connection, and if the dining room is in a rustic basement venue, poor reception is not a problem either.
• Takeaway for walk-ins. If only a few guests are allowed to wait inside the venue for their takeaway order, it becomes difficult to serve customers who arrive spontaneously. With a link to online ordering on the WiFi login page, they can place their order immediately without having to search online for a long time—and simply wait outside.
• Reading the newspaper in a café—a lovely tradition, so why ban it? Digital newspapers and magazines can be read on the guest’s device. Place the link to the newspaper selection on the WiFi landing page. Your guests can access it conveniently without entering a URL, downloads, or using mobile data.
• Go digital—have you not used digital magazines, guest reviews, or ordering systems so far? Now is a good time. Many providers currently offer free trial deals as coronavirus support. Do your research. Digital ordering systems not only speed up order processing; they can also increase revenue. Reviews and ratings are key factors in purchasing and booking decisions, and digital media offerings such as newspapers and magazines are simply part of modern guest service.