A popular word in the day to day operations in the hospitality business is the word ” MIS’EN PLACE- which simple put is; preparation before service or all pre-production activities.
We are up against the tide of doing business the same way we were doing hotel business in a pre Covid-19.

A new normal is been forcefully introduced, as economies of the world will have to struggle to survive, recover, stabilize and sustain business activities.
Suffice to say that the hospitality industry will have to grapple with the same artificial phenomenon which is introduced by the Corona virus pandemic.

In this episode of my write up, i will like to critically postulate some abstract reasoning/projections for all hotel owners, general Managers, and what hospitality practitioners need to pragmatically activate in other to stem down post Covid-19 business pressure in the hotel sector of the hospitality industry.
As a consultant in this industry, i owe it a point of professional duty to positively circumvent the artificial intention of the Corona virus pandemic as it will definitely change the way we relate and do busines in this industry.

Having said that; there are four critical ” MIS’ENPLACE hoteliers and hotel owners need to underscore and engage them pragmatically to be able to mitigate the effect of the Corona virus in post Covid-19 business environment. Namely:

1. PEOPLE
2. PRODUCT
3. SERVICE
4.ENVIRONMENT

These (4) four variables are critical potentials for every one hotel to diagnose and professionally treat them like a “pastry chef” who wants to make a crispy meat pie!

Dear reader, i suppose you know that it will no longer be business as usual. If we think that hospitality businesses will be run as in pre- Covid-19 business era, then, we may be playing the “ostrich”.
Hence the need to take very seriously the learnings in this write up.

The misenplace to be done for all the aforementioned business elements will largely be strategically thought through in this pre- implementation stage, as we all watch our hotels chocked in the ” throat” gasping for breath. This is beyond a recommendation of any business ” vitamin C “or a business ” Panadol” as a remedy.
Funny anology i guess? But, a new business age is upon us all but by God’s grace, we shall navigate through as presented here and other school of thoughts.

1. PEOPLE: A critical element to check up here is the kind of people ( workforce) we will require to be engaged for superior intelligence to be brought to bare for all strategic implementation in other to mitigate every drawbacks in a post Covid-19 business environment, can not be over emphasized.

Your hotel will require people that are professionally inclined in abstract cognitive business reasoning; to help in mitigating every “dogmatic status quo” in your previous way of doing hotel business.
Thus, competency profiling needs to be done as quickly as possible- to capture a strength, style, competency, emotional intelligence etc.
Hotel management must perform and analyse psychometrics for the “crop” of people ( workforce) for next generation( post Covid-19) of hotel business practitioners.

The people that are averse to mediocrity in service excellence, hotels that compromise health related regulations for staffers of the hotel may not recover quickly, because there would be high expectations of health and hygiene related matters in the hotel industry.

The new normal for the kind of people and consequential behaviour will cut across all sections- from the first contact of security check point to the entrance door of the reception and the reception interface with guests and others.

Personal grooming may change for all persons working in the industry as compliance could equally be a matter of government regulatory expectations beyond the pre Covid-19 experiences; because a “new normal” will be introduced in the hotel industry.

2. PRODUCT: The product range in the hospitality industry may change as critical innovations will be introduced to alter the way we present or serve our products in the hotel.
Room service system will be restructured to eliminate too much contact with guests and customers respectively.
Hotels should begin to innovatively introduce the use of disposable daily consumables like, towels, utensils and many more strategic alterations in the way we do hospitality business in a post Covid-19 era. If social distancing and the use of any compulsive PPE – personal protective equipments and accessories to all persons within the hotel business environment; then your “guess is as good as mine”.
On the product aspect also, more of self service could be introduced. The ability to comply with the emerging trend in the industry will afford any complying hotel to be able to recover faster than others.

3. SERVICE: The kind of misenplace to to executed within the services offered in the hotel industry will certainly alter, reintroduce a better version if our STANDARD OPERATING PROCEEDURES- SOP. for all departments s in the hotel- food and beverage service style will be altered to accommodate some form of a more healthy approach to services, housekeeping department ways of domestic activities will have to change to accommodate less contact with ” finished” activities, guest consumables etc.

Disclaimer signs could cover areas of concern in a post Covid-19 era.( Compulsory use Nose masks, gloves, hand sanitizers in strategic points in the hotel. Additionally, the content of our first aid box will be boosted post Covid-19.
Like i said in the PEOPLE aspect of the misenplace; there will be the need to for right type of persons to activate the expected “introductions.”

Other service points to be restructured is the gym, swimming pool, bars amongst others: to capture
advance health requirements for all users.
More so, emphasis must be on how to culture in cashless operations for all transactions in the all the REVENUE CENTERS in the hotel since it offers more of a “life style” services.

4. ENVIRONMENT: The business environment in the hotel is uniquely designed to capture convenience and comfort. It is imperative to factor all health related measures to boost the confidence of guests and customers alike to trust the hotel business environment. Zero tolerance on defects of waste disposal, health Titbits signage at the entrance of the hotel, the way hotels manage theirs public “Convenience’ (toilets) will have to improve to reflect the new business environment- post Covid-19.

There are more things to prepare for in a post Covid-19 business era as i will be delivering to you in the next episode.

Thank you for reading, unlearning and relearning.

Napoleon Mamman
( Napsman consulting)N PLACE”-NAVIGATING THE HOSPITALITY BUSINESS IN POST COVID-19.

INTRODUCTION: A popular word in the day to day operations in the hospitality business is the word ” MIS’EN PLACE- which simple put is; preparation before service or all pre-production activities.
We are up against the tide of doing business the same way we were doing hotel business in a pre Covid-19.

A new normal is been forcefully introduced, as economies of the world will have to struggle to survive, recover, stabilize and sustain business activities.
Suffice to say that the hospitality industry will have to grapple with the same artificial phenomenon which is introduced by the Corona virus pandemic.

In this episode of my write up, i will like to critically postulate some abstract reasoning/projections for all hotel owners, general Managers, and what hospitality practitioners need to pragmatically activate in other to stem down post Covid-19 business pressure in the hotel sector of the hospitality industry.
As a consultant in this industry, i owe it a point of professional duty to positively circumvent the artificial intention of the Corona virus pandemic as it will definitely change the way we relate and do busines in this industry.

Having said that; there are four critical ” MIS’ENPLACE hoteliers and hotel owners need to underscore and engage them pragmatically to be able to mitigate the effect of the Corona virus in post Covid-19 business environment. Namely:

1. PEOPLE
2. PRODUCT
3. SERVICE
4.ENVIRONMENT

These (4) four variables are critical potentials for every one hotel to diagnose and professionally treat them like a “pastry chef” who wants to make a crispy meat pie!

Dear reader, i suppose you know that it will no longer be business as usual. If we think that hospitality businesses will be run as in pre- Covid-19 business era, then, we may be playing the “ostrich”.
Hence the need to take very seriously the learnings in this write up.

The misenplace to be done for all the aforementioned business elements will largely be strategically thought through in this pre- implementation stage, as we all watch our hotels chocked in the ” throat” gasping for breath. This is beyond a recommendation of any business ” vitamin C “or a business ” Panadol” as a remedy.
Funny anology i guess? But, a new business age is upon us all but by God’s grace, we shall navigate through as presented here and other school of thoughts.

1. PEOPLE: A critical element to check up here is the kind of people ( workforce) we will require to be engaged for superior intelligence to be brought to bare for all strategic implementation in other to mitigate every drawbacks in a post Covid-19 business environment, can not be over emphasized.

Your hotel will require people that are professionally inclined in abstract cognitive business reasoning; to help in mitigating every “dogmatic status quo” in your previous way of doing hotel business.
Thus, competency profiling needs to be done as quickly as possible- to capture a strength, style, competency, emotional intelligence etc.
Hotel management must perform and analyse psychometrics for the “crop” of people ( workforce) for next generation( post Covid-19) of hotel business practitioners.

The people that are averse to mediocrity in service excellence, hotels that compromise health related regulations for staffers of the hotel may not recover quickly, because there would be high expectations of health and hygiene related matters in the hotel industry.

The new normal for the kind of people and consequential behaviour will cut across all sections- from the first contact of security check point to the entrance door of the reception and the reception interface with guests and others.

Personal grooming may change for all persons working in the industry as compliance could equally be a matter of government regulatory expectations beyond the pre Covid-19 experiences; because a “new normal” will be introduced in the hotel industry.

2. PRODUCT: The product range in the hospitality industry may change as critical innovations will be introduced to alter the way we present or serve our products in the hotel.
Room service system will be restructured to eliminate too much contact with guests and customers respectively.
Hotels should begin to innovatively introduce the use of disposable daily consumables like, towels, utensils and many more strategic alterations in the way we do hospitality business in a post Covid-19 era. If social distancing and the use of any compulsive PPE – personal protective equipments and accessories to all persons within the hotel business environment; then your “guess is as good as mine”.
On the product aspect also, more of self service could be introduced. The ability to comply with the emerging trend in the industry will afford any complying hotel to be able to recover faster than others.

3. SERVICE: The kind of misenplace to to executed within the services offered in the hotel industry will certainly alter, reintroduce a better version if our STANDARD OPERATING PROCEEDURES- SOP. for all departments s in the hotel- food and beverage service style will be altered to accommodate some form of a more healthy approach to services, housekeeping department ways of domestic activities will have to change to accommodate less contact with ” finished” activities, guest consumables etc.

Disclaimer signs could cover areas of concern in a post Covid-19 era.( Compulsory use Nose masks, gloves, hand sanitizers in strategic points in the hotel. Additionally, the content of our first aid box will be boosted post Covid-19.
Like i said in the PEOPLE aspect of the misenplace; there will be the need to for right type of persons to activate the expected “introductions.”

Other service points to be restructured is the gym, swimming pool, bars amongst others: to capture
advance health requirements for all users.
More so, emphasis must be on how to culture in cashless operations for all transactions in the all the REVENUE CENTERS in the hotel since it offers more of a “life style” services.

4. ENVIRONMENT: The business environment in the hotel is uniquely designed to capture convenience and comfort. It is imperative to factor all health related measures to boost the confidence of guests and customers alike to trust the hotel business environment. Zero tolerance on defects of waste disposal, health Titbits signage at the entrance of the hotel, the way hotels manage theirs public “Convenience’ (toilets) will have to improve to reflect the new business environment- post Covid-19.

There are more things to prepare for in a post Covid-19 business era as i will be delivering to you in the next episode.

Thank you for reading, unlearning and relearning.

Napoleon Mamman
Managing Partner,
(Napsman consulting)

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