Kempinski to reassure post-pandemic guests with ‘White Glove Service’

3 May 2020 by Mark Caswell
Kempinski 'White Glove Service'

Kempinski Hotels has launched its new ‘White Glove Service’, designed to reassure customers in a post Covid-19 world, while continuing to offer a luxury service.

Selected Kempinski properties are now beginning to reopen, and Benedikt Jaschke, chief quality officer and member of the Kempinski Management Board said that it was “crucial to us to continue delivering service on the highest level true to our Kempinski heritage as this is what we stand for”.

“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,” said Jaschke.

To this end the group has produced a 50-page guidebook which “meticulously treats any kind of measures to be taken in all departments of the luxurious hotels ranging from arrival of the guests to set-up of public areas, food and beverage to housekeeping as well as spa areas to meeting spaces”.

The Capitol Kempinski Hotel Singapore - Credit: Kempinski Hotels/Joseph Goh

Employees will wear gloves during all guest interactions, as well as face masks produced by Italian luxury hotel uniform designer Maurel, featuring the Kempinski flower print pattern.

Other measures being taken to help protect guests and staff include:

  • Mini hand sanitisers and guest face masks being provided in all rooms
  • Furniture in public areas being rearranged to comply with social distancing rules
  • Sanitising stations being made available through member hotels
  • Key cards being disinfected before and after use
  • Cloth towels being replaced by single-use disposable towels
  • Professional air purifiers being used to provide “clean and fresh air”
  • New Privacy signs being introduced to indicate where guests do not wish to allow any hotel team member to enter their room during a stay

Enhanced cleaning plans have also be drawn up hygiene products supplier Diversey, with wall charts and online guidelines to help visualise the flow of disinfection and cleaning of all hotel areas.

Meanwhile back of house procedures will include canteen service hours being extended, selected tables and chairs being blocked to ensure social distancing, and boxed meals being offered to be consumed at office desks.

Commenting on the news Jaschke said:

“The list of measures to be taken is long and very complex. 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.”

For a round-up of what enhanced cleaning and hygiene measures other hotel groups are taking, see:

Hotels ramp up cleaning measures amid coronavirus pandemic

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