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To appeal to hotel guests,restaurant diners or leisure customers and ensure repeat custom, the hospitality industry needs to focus on two vital areas: pest control and hygiene.
Perceived cleanliness is a primary factor in customer experience and a clean record in hygiene and pest control will help to ensure a positive experience, which is a key challenge facing the hospitality sector.
Given the competitiveness and the predicted growth of the global hotels and motels and restaurant industry (QSRs, pop-up restaurants), businesses can no longer ensure success simply by being competitive on price.
Today, brand recognition and innovation is what will attract first-time customers and it is a high quality customer experience that will ensure returning customers.
High quality hygiene and pest control are essential to protect brands and reduce the threat of negative reviews in online forums and on social media.
Pest control and hygiene awareness
Hotels present a particularly challenging environment for pest control due to the constant entering and exiting of guests and the delivery of shipments throughout the day, which provides pests with easy access indoors.
The greatest concern amongst hotel owners appears to be damaged brand reputation resulting from a pest infestation.
In the global restaurant industry, a memorable brand experience is as important as the quality of the food served. The perception of the restaurant bathroom alone impacts greatly on the perception of how hygienic and clean (and pest-free) the kitchen might be.
High employee turnover trend
High employee turnover in the hotel industry and food service sector means that staff may not be experienced or trained in identifying pest problems.
In the service industry a disengaged employee can be harmful to your restaurant and brand.
An average hotelier spends 33% of revenue on labour costs and employee turnover in the hospitality industry is as high as 31%. As early detection is vital to reduce treatment time and costs, this lack of awareness can have severe implications for a hotel chain or group.
At Rentokil we offer pest awareness training for hotel staff to ensure new personnel are aware of common pest problems and risk areas in a hotel.
Increasing social media reviews
Bad reviews spread quickly on social media and can damage brand confidence.
The real-time nature of social media requires organisations to be proactive and transparent to win customer trust and loyalty.
As the growth of social media and online hotel review sites look set to continue, consumers have a quick and easy way to publicly shame organisations that fall below expectations or do not provide a positive customer experience.
The hospitality sector must proactively seek to meet customer expectations at every stage, from the moment a customer steps into your hotel lobby or when your diner is greeted by your waiting staff.
First-time impressions really matter. The perception of the washroom in your hotel lobby or restaurant is enough for your customer to make a judgement on the level of cleanliness and hygiene in your entire establishment.
Our Initial hygiene business can ensure that the first impression is always the right one.
Growing customer expectations
Global travellers will expect consistent global customer service and enhanced customer experience.
Food trends, demand for “responsibly sourced” food and unquestionable food quality will dominate the needs of restaurant diners.
Low airfares, last minute travel deals and cheap or heavily discounted rooms by chain hotels and independents mean that the number of global travellers is expected to rise.
Key international events, like the 2020 Olympics in Tokyo, will continue to be drivers of demand for accommodation and hospitality, as was witnessed with the 2016 Olympics in Rio.
This will continue to place pressure on hotel chains and food and drink operators to provide excellent service, especially during peak visitor months.
Rentokil, as global service provider, can deliver a global, consistent service to customers around the world to ensure high standards of pest control.
In the restaurant industry, trends for raw and simple food will mean a continued demand for top quality food and raw ingredients.
The expectation for “ethically raised” menu items, means restaurants will need to source potential new suppliers with an impeccable food safety record.
The risk of poor pest control in a food service business not only risks business closure, but also serious staff and customer illness resulting from food-borne illnesses either from poor hygiene practices or a pest infestation.
Restaurants that score highly in terms of pest management and hygiene and, in addition, can establish a connection with their guests will be guaranteed to win customer loyalty and trust.
Strict hygiene and food safety regulations
Public food-borne illness cases and food scandals have placed food quality and safety at the top of mind for both customers and businesses.
Cleanliness in a restaurant can make or break your business. As reported by the New Food Magazine, pest management needs to play a key part in any food hygiene strategy.
Open kitchens, already seen in many restaurants around the world, will continue to be good for brands to demonstrate complete transparency at every level of the food preparation stage. Food must be clean and safe to eat.
Foodservice businesses tend to be low margin and rely on sourcing ingredients of varying quality at the lowest prices. However, increasingly strict food safety regulations mean buyers must choose reputable suppliers to ensure food safety and quality.
The National Pest Management Association (NPMA) in America recommends that business owners work with professional pest control companies to create an integrated pest management programme, which is a service also offered by Rentokil.
With over 85 years of experience supporting the hospitality sector, from hotels and restaurants to gyms, spas and casinos, Rentokil’s integrated pest management approach helps businesses safely comply with legislative and audit requirements.
Pest control legislation for the hospitality sector
Legislative requirements for food safety and the control of pests impacting guests
Local branches
Pest control for the hospitality sector
Rentokil has over 85 years of experience in providing pest management solutions for the hospitality sector