Why more and more communication is key to responding to the Corona Effect for the Travel & Hospital

The rapid spread of coronavirus from China, and beyond, has brought the worldwide tourism industry to a sudden halt. Travel is often one of the first things we choose to limit when a crisis hits, and in the last few weeks, many countries, as well as companies, have been putting heavy restrictions on travelling and social interaction. By some estimates, the coronavirus could result in tens of billions of dollars in losses for hotels, airlines, and other tourism-related businesses.

According to research conducted by RateGain (one of the leaders in providing travel and hospitality solutions) as of Mid-March, COVID-19 had wiped out ~20% of the hotel business in APAC. The cancellation of significant events has also hit the region. Moreover, Italy has been one of the most impacted countries as tourism contributes 13% to Italy’s overall economy. From all this it seems like the world is suffering.

Although travel and hospitality brands cannot avoid this situation, how they respond to the situation can impact how much they lose and, most importantly, how fast they are able to recover when this crisis comes to an end.

With the coronavirus pandemic rapidly changing how companies operate, many businesses have taken to social media, email, messages to communicate clearly with their customers about what they are doing in this situation of crisis.

Businesses are staying connected with customers to update on business operations, with communications including notes on improving sanitation, how to prevent from virus, creative updates on working from home status, sick leave policies, reducing hours, and much more.

So why are all companies doing this? Because in this situation it is imperative to stay connected with the customers and the companies which are realising that are making sure to do the same in any way.

Communication, Communication, and Communication is the key

During the time of crisis, the travel and hospitality industry needs to communicate regularly with their customers. Share health advisory and steps being taken for the safety of guests and visitors at the property. One must plan for the below-mentioned types of communications:

Before Stay/Journey

Keep travellers informed about all sorts of steps that your property is taking to ensure their safety and health. Use emails more effectively. It will be beneficial to keep an eye on the travel restrictions being offered by governments of different countries, mainly if one targets international clients. Infuse confidence in travellers by empathising with them and living up to the company’s true brand values. Invite queries and increase engagement through emails, website, or social media marketing.

During Stay/Journey

Inform the guests about the health measures being taken. Share the latest guidance on cleaning and hygiene. Take proper steps to ensure safety such as provide wipes and sanitizers, educate guests and visitors on how to take the necessary precautions.

After Stay

Always invite suggestions from guests and visitors through surveys. Engage the loyal customers on what measures they think should be taken. It will make them feel involved. To be able to communicate well with visitors, do regularly read, monitor health and travel advisories being released by governments, such as the World Health Organization, and other apex bodies.

If summarised the whole article, the only rescue, for now, is communication. The companies which will keep this in mind will recover faster and better than others.