An Update From Our Hotels: Part Two

Last week we brought you an update from some of our hotels as we found out how Quest Serviced Apartments and Heeton Concept Hotels were adapting post-lockdown.

This week we’re bringing you part two as we catch up with Hilton Liverpool City Centre and Malmaison. Here’s what they had to say…

Tom Cobden, Director of Sales, Hilton Liverpool City Centre

Post-lockdown Hilton have launched their new CleanStay program, can you tell us some more about it?

The CleanStay programme allows us to clean more intensely than we have ever been able to before. It focuses on all of the areas we always have but pays additional attention to the main “touch points” such as door handles, taps, and TV remote controls amongst many other things.  

With Hilton going into a global partnership with the household brand Dettol, this really is giving our customers the confidence they deserve when staying with us.  Throughout the hotel customers can find detailed information on CleanStay which again increases confidence, it’s a programme we are very proud to introduce at Hilton Liverpool City Centre. 

What are the key changes you’ve made to how you operate?

The key changes are social distancing, the use of PPE, additional cleaning and abiding by any other guideline the Government has given us.  What has been very apparent is that we have always been geared up to work in this new way, we have just never had to do it.  Being a hotel such as ours we have always had to be ultra-flexible so inadvertently most of the procedures to deal with COVID were already in place.

What’s been your biggest challenge as a hotel as we adapt to the ‘new normal’?

Our biggest challenge has also been our biggest success and that is ensuring our customers have had a good enough stay to leave feeling confident that would return again under the same circumstances.  We have without a doubt seen a large number of our customers arrive with a degree of nervousness. It has always been our aim to make their experience as comfortable and enjoyable as possible.

What’s your one piece of advice for other hotels and venues who are reopening in the city?

1- Understand that your customers will be nervous and focus on building their confidence with exceptional service.  2- Make sure every single member of your staff completely understands point 1.

Helen Duffy, Sales Manager, Malmaison

How has the government’s Eat Out to Help Out scheme helped Malmaison?

The scheme has been fantastic and really given Chez Mal a boost on the typically quieter mid week days. We have still got tables available for the final week and looking forward to a BIG bank holiday Monday.  

What can diners expect if they pay you a visit?

We have everything in place to make guests feel relaxed and safe whilst dining with us. On sunny days guests can dine on our terrace area with stunning views of the Royal Liver Building and River Mersey. We are offering a bar menu, a la carte and special menu plus our famous cocktails!

What changes have you made to how you operate in the ‘new normal’?

All tables are socially distanced, there is a one way system in place and hand sanitiser stations.

What piece of advice would you give to other hotels and venues who are reopening across the city? 

To ensure they are following all the government guidelines to make sure customers feel as safe as possible so they keep coming back for more. 

Thanks to Hilton Liverpool City Centre and Malmaison for answering our questions this week!