Creativity in crisis: Kempinski models how hotels can stay in contact with guests

by | 06 May 2020 | Portfolio

Whether it’s ice cream or Black Forest cake, Kempinski delivers even in times of crisis. (Photo: Kempinski Hotels)

Even during the COVID-19 crisis, Kempinski manages to wow guests with excellent service and creative ideas.

With COVID-19 forcing many hotels to rethink how they serve guests, the truly creative brands are being rewarded with great engagement and media coverage.

Kempinski, the Geneva-based luxury hotel group, has caught international attention with its fun and innovative ideas that both engage guests and drive revenue in these trying times.

Sweet treats are always a good idea

Renowned for always offering excellent F&B options, it is hardly a surprise that some of the group’s hotels refuse to keep their kitchens closed during the crisis.

At the Kempinski Hotel Beijing Lufthansa Centre in China’s capital, for example, customers can now use a bilingual app to order a variety of food items for take-away or delivery. Especially dishes from the hotel’s German restaurant, the Paulaner Bräuhaus, and cakes from the in-house pastry are extremely popular with locals and expats alike.

In Germany, the Kempinski Hotel Frankfurt Gravenbruch opened a drive-through ice cream parlour while the renowned Hotel Adlon Kempinski Berlin is collaborating with the We Care app to sell dishes at discounted rates.

Attracting new business for post-crisis times

But it’s not just about selling cakes and ice cream. Several Kempinski properties are also looking to generate business for the time after the crisis.

To show guests what’s possible at their hotel, staff at the Kempinski Hotel Corvinus Budapest, for example, have taken to offering virtual guided tours via a selfie-stick and smartphone and the Kempinski Hotel Huizhou in China recently hosted a virtual wedding salon to showcase its diverse wedding packages. With over 5,300 attendees and many event requests, it’s safe to say the salon was a success.

“Our hotel colleagues are extremely active and creative in implementing new business ideas and staying in touch with our valued guests,” said Amanda Elder, Chief Commercial Officer and Member of the Executive Board of Kempinski Hotels. “The hotel teams are showing tremendous entrepreneurial spirit and, in addition to the current initiatives, are already working intensively on strategies for the post-crisis period.”



Created in 1897, Kempinski Hotels is Europe's oldest luxury hotel group.