Two tech veterans decided to start a travel business … during a pandemic. Here’s what they learned.

Are we crazy? … Probably.

While New York City was the Covid-19 epicenter in the U.S. my partner and I left our well paying tech jobs to start Khonsu.ai: A virtual travel service that helps people find events, attractions and places to eat in NYC through messaging. During the pandemic we helped nurses, doctors and other essential travelers and found a few ways hotels could use technology to stand apart from the crowd while delivering a service guests want now.

We have to accept the fact that Covid-19 has changed our normal. Travel has changed, and the way we support travelers requires a new approach. The travel & hospitality industry in 2020 has been a rollercoaster, changes come on a daily and sometimes hourly basis. But not all industries have suffered. Technology companies like Amazon, Netflix, T-Mobile and Liveperson have done well because they provide a product that people need right now: social connection AND social distance.

Hotels can leverage some technology “solutioning” as they think about how to reinvent the human connection points within their properties. Areas like greeting guests, cleaning rooms, preparing food and trip assistance are all opportunities ripe for innovation. Here’s 4 of our recommendations hotel operators should consider:

1. Check In Verifications: It’s easy to forget that phones come with a built in verification system which prevents anyone except the owner from accessing texts, emails, and any other data that live on the phone. Verifying identity via smartphone is a no brainer and can easily be done by texting a QR code to the guest which is then scanned by the front desk at check in.
2. Contactless Payments: Europe has adopted contactless payments much faster than the U.S. but the pandemic has increased the number of contactless payment options in the U.S., and it is the smart thing to do. Cash is dangerous. Card payments are better. Contactless payments are best. If your hotel does not have a contactless payment system in place yet, now is the time to adopt.
3. Cleanliness Reports: The value of a cleanliness report is twofold: in what it says and the fact that it is said. These reports provide transparency, and transparency creates trust especially when cleanliness is the major question on everyone’s mind. Think of these reports as marketing content and allow them to be accessed outside the building. Put them on your website, social feeds, and send them via messaging. Allowing guests to see and share them creates trust and drives loyalty, which is good for business.
4. Trip Assistance: People traveling during a pandemic have more questions than normal. Answers to questions like “where can I go shopping”, “what should I do with my kids” and “which gluten free seafood restaurant is open and do I need to make a reservation” change daily. All of these questions can and should be answered through messaging. It’s what the technology companies have done, and it’s what hotel operators should do. Messaging saves the guest time from doing research and allows the guest to refer to the information when they need it. All while providing a social connection at a safe social distance.

All of these solutions can be implemented with little effort from by partnering with a technology company that guides a hotel through the process. When interviewing a new technology partner, don’t just focus on their technical experience but also find out what experience they have supporting your guests. The more they understand your guests, the better they can help you achieve your goals.