Kempinski’s “White Glove Service” brings class to new hygiene measures

by | 19 May 2020 | Portfolio

Kempinski introduces measures to maintain hygiene and service standards post-COVID-19. (Photo: Kempinski)

Kempinski is putting new hygiene measures in place at its recently reopened hotels to keep guests and staff safe.

Now that some of Kempinski’s hotels are reopening, the group is implementing strict and all-encompassing hygiene measures.

They will be in line with the group’s high service standards and conform to regional safety and health regulations.

We find out more about this initiative.

Moving forward post-COVID

As the Coronavirus outbreak is subsiding in many regions and hotels start reopening, brands like Kempinski have put on their thinking caps to devise ways to both deliver on their promise of impeccable service and keep guests safe.

This means including new and more stringent hygiene measures in every aspect of daily operations. To combine the two, Kempinski has launched its White Glove Service initiative.

“It is crucial to us to continue delivering service on the highest level true to our Kempinski heritage as this is what we stand for,” explains Benedikt Jaschke, Chief Quality Officer and member of the Kempinski Management Board.

“While we need to give guests full confidence in the cleanliness and disinfection of our premises and reflect the seriousness of the current situation in all aspects of our daily operation, we are eager to continue and even surpass our dedicated service à la Kempinski.”

White Glove Service at Kempinski

The group has created a 50-page guidebook to outline and explain what the White Glove Service will entail at Kempinski properties and how staff will implement the new hygiene measures.

Every department and operational task are covered in the guidebook. This includes instructions on how public areas are to be set up and cleaned, how F&B service will be handled, how housekeeping will clean and sanitise rooms and notes on spa operations, among others.

An example of a new measure is that staff will carry masks and gloves at all times and hand sanitisers and masks will now be part of the in-room amenity set. Furniture in public areas will be rearranged to make social distancing easier and sanitising stations will be spread throughout the hotel. New cleaning schedules and workflows will ensure a high hygiene standard is maintained at all times.

“The list of measures to be taken is long and very complex,” adds Mr Jaschke. “But appropriate and strictest hygienic standards on a very high level are key to reassuring our valued guests that a stay at any Kempinski hotel worldwide during or post coronavirus lockdown offers an environment of full safety in any respect without sacrificing our high standards of professional luxury service.”

Going the extra mile

Kempinski has also come up with a new way to ensure guests can enjoy their privacy while still taking advantage of the hotel’s services.

While the previously used DND sign would give guests privacy in their rooms but also stop staff from extending services such as room service deliveries, the new ‘Privacy’ sign assures that guest requests will still be handled, but in front of the guest room door.

The back-of-house is also impacted by stricter hygiene measures. Canteens will now feature more spaced out seating and hours of operations will be extended to enable teams to spread out lunch breaks. Boxed meals will also be an option to allow workers to eat outdoors or at their desks.



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