Lotte Hotels & Resorts ready for global travellers with special services facing Covid19

by | 09 Jul 2021 | Portfolio

Global precautionary measures taken by LOTTE HOTELS & RESORTS, Korea’s largest hotel group, are drawing attention.

International travels had been blocked for more than a year due to the Covid19 pandemic, but now shows some signs of resuming. According to the US Transportation Safety Administration (TSA) on 20 June (local time), the daily number of people screened at airports stood at 1.8 to 2 million recently, which is 80% of that in 2019. The figure represents a three to four times increase compared to 2020. Considering that international flights have yet to be normalised, domestic flights seem to have almost come back to normal.

A manager at LOTTE HOTELS & RESORTS noted that: “The US has eased self-quarantine regulations on business travellers, and from culture to the rest, businesses are returning to normal. In particular, Seattle, where the vaccination rate hit 70%, saw travel demand surging around Memorial Day in May, with hotels in the city having full houses. We are actually feeling travel’s recovery.”

The travel industry is moving fast as travel expectations rise, striving to meet customers’ post-pandemic needs for stricter hygiene and safety, and provide services accordingly. Under these circumstances, global precautionary measures taken by LOTTE HOTELS & RESORTS, Korea’s largest hotel group, are drawing attention.

Pre-emptive measures based on 40 years’ hotel management know-how

In January last year, LOTTE HOTELS & RESORTS promptly established Covid19 countermeasures. Pre-emptive actions such as thermal imaging camera installation and checking the body temperature with non-contact thermometers of all guests entering the hotel were carried out. The entire process was put into a manual, which was distributed to all chain hotels. It was part of the hotel’s efforts to curb the spread of the virus and enhance the safety of guests.

The actions taken by LOTTE HOTELS & RESORTS stand out in the US, where travel is considered relatively safe. LOTTE NEW YORK PALACE, also known as the ‘Second White House’ for accommodating the US president and other prominent figures, has also overhauled its service to respond to Covid19.

The hotel first sought advice on hotel operation from Dr Robert Amler, one of the top public health experts in the US. The hotel brought in ultraviolet steriliser that removes germs in the air and sterilises all rooms, providing safer spaces for relaxation. Also offered was a housekeeping service that meets the safety standards of the US Centers for Disease Control and Prevention (CDC). Individual guest demands were reflected additionally, establishing a preventive system that exceeds global standards.

Furthermore ‘A Room of Your Own’, a promotion which actively reflected the needs of the pandemic era, drew lots of attention. Rooms are designated for long-term guests and are kept vacant even when the guest is not staying over. It was considered innovative since contacting with others could be completely blocked unless otherwise would have used the same rooms. It also increased convenience by allowing guests to keep their personal items in the designated rooms.

For LOTTE HOTEL SEATTLE, the world’s top-level hygiene standard was implemented by double-sterilising rooms with special disinfectant just before guests checked in, where other preventive measures had already been taken. Personal protective equipment including masks and hand sanitisers were provided as amenities as well. The hotel’s efforts to prevent the spread of Covid19 earned it the world’s first ‘Sharecare Health Security Verified certification’ from Forbes Travel Guide for hotels with high hygiene regulations and technology.

The ‘Re-Do’ promotion was also noted as a signature service of the pandemic era, as it includes wedding at the Sanctuary, America’s first United Methodist Church, targeting those who had to cancel weddings. In less than a year since the opening, LOTTE HOTEL SEATTLE was chosen among the ’10 Best New Hotels’ by the USA Today, the only hotel in the western US. In Tripadvisor guest reviews, LOTTE HOTEL SEATTLE topped 188 hotels in the city, receiving credit in the US hospitality market.

Meanwhile, LOTTE HOTELS & RESORTS now operates 32 hotels and resorts in seven countries. With its Korean-style hospitality service and brand portfolio, the hotel group satisfies the needs of various travellers – premium landmark hotel SIGNIEL, classic upper-upscale LOTTE HOTELS, lifestyle hotel L7 HOTELS, business-optimised LOTTE City Hotels and LOTTE Resort for family travellers.

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Lotte Hotels & Resorts, the largest hotel group in Korea, is expanding beyond Asia to become a global brand.

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