Interview: Post-Pandemic insights from Con Katsinas
This week we interview Con Katsinas, CEO of Bayton and IHS (International Hotel Services), who has been on the frontline of the hospitality industry since the pandemic began. As the floodgates of travel begin to crack open, we ask him about the business challenges he faces in the months ahead.
Journey Makr: As CEO of Bayton & IHS, you have a significant role to play in the pandemic. Can you describe how you have adapted your work to the current climate?
Con Katsinas: Over the past 18 months, we have worked closely with NSW Health to ensure compliance with our cleaning & safety practices. This is especially crucial in the aged care facilities that we manage and the quarantine hotels. Procedures and requirements have continued to evolve as we all adapt to the new way of working and living in this changing environment.
For example, the cleaning process has changed multiple times over the past year and particularly in recent months. We have worked with NSW Health to source chemicals for the cleaning process and adapted to the safety time requirements of even entering a room. At the beginning of the crisis, our management team spent weeks working with NSW Health to implement new procedures and train our staff.
Journey Makr: Has your own business been adversely affected by the recent lockdowns, or are you experiencing a boom?
Con Katsinas: Bayton is experiencing a busy period as we service Aged Care Facilities and Commerical sites. IHS (International Hotel Services) specialises in housekeeping services to hotels. Whilst hotels in some cities and regions had to close because they were down to 5% occupancy, IHS has partnered with NSW Health in managing their quarantine hotels.
During the initial stages of the pandemic, we lost staff as there was no work available. Maintaining staffing levels as we experience an increase in demand for our services will be particularly challenging.
Journey Makr: What do you anticipate to be the long term effects for your business?
Con Katsinas: Long term effects are inevitable. Staffing levels are sure to become a significant issue in the coming months as hotels start preparing to open up again after lockdown. Another change is the cleaning frequency and process required to provide a service. This will inevitably increase due to rigorous new protocols.
Finally, cleanliness is at the forefront of everybody's mind. Re-investment in supplies is a significant issue because cleanliness has finally become critical. The days are gone when hotels used housekeeping as a quick turnaround. At IHS, we want to align ourselves with hotels that want a complete service provider, not just a cleaning company.
Journey Makr: How are your hotel clients coping?
Con Katsinas: The pandemic has been brutal for the hotel industry. Many managers who have been in the business for 20 years or more have changed direction and now work in a completely different market. Our important contact (the Rooms Division Manager, Operations Manager or General Manager) is no longer there in some hotels.
From our point of view, being optimistic as the end of lockdown approaches, we are re-establishing relationships and working with hotels to determine what the demand is likely to be. The challenge will be to service client requests with the minimal staffing currently available in the hospitality sector.
Journey Makr: And finally, what are your business predictions for the Australian hospitality industry in the short term?
Con Katsinas: In my opinion, we're looking at local and regional travel only for the next six months, depending on state borders reopening. This was the pattern we witnessed last year when NSW opened, and it was out of control. Everybody wanted to travel on home soil. As a result, occupancy rates exploded regionally, locally and even in the CBD.
At IHS, we're already seeing a spike in business bookings for hotels in the coming months. International travel will have some significant influence after Easter next year.
Article by Nicole Sideris
Chief Customer Officer
Journey Makr
LinkedIn
Nicole is an entrepreneur and dynamic hospitality professional with an eye on the future. She advises hotels on how to digitalise their processes, integrate new technology, use innovations strategically, and transform their business model.
Nicole joined Journey Makr after 20+ years as Group General Manager for brands such as Stamford Hotels & Resorts, Art Series, AHotels and Accor.
