Let's Come Back Nicer

It is no secret that the 0 to 60 MPH (meetings per hour) nature of the event restart is straining the staffing engines of venues around the world. Properties that were forced to furlough and eventually lay off thousands of people are now finding that many are not available to come back right away. And those who are working are doing double duty, taking on extra shifts and roles to serve the visitors and groups lining up now that the doors are open.

The result of the breakneck speed of hiring, retraining and serving is that sometimes the services we have come to expect are not always there when we want them, although some properties have found creative ways to serve and even exceed guest expectations when not all of the restaurants are open again or amenities such as housekeeping are request-only. I saw this first-hand when I had the chance to take a quick trip recently and the impatience of some guests was a reminder that hospitality is a partnership. A little compassion and understanding can go a long way when dealing with someone who might be pulling a double shift and hasn’t had a day off in a long time.

As meeting professionals, we may have to be more diligent about asking questions in advance to determine what will be available and what won’t. Valet parking, room service, manned buffet stations? Don’t assume, ask. Then communicate expectations to attendees so no one is surprised. Let’s model positive guest etiquette and find a way to come back nicer.

To thank the venues, destinations and suppliers that are finding new ways to meet the needs of events today, the July magazine presents the winners or our Smart Stars awards. These are the partners nominated and voted on by our meeting professional readers to thank their supplier-partners for going above and beyond when it counted most. Please join us in thanking them and the cool new properties in our Hotels of the Future feature 70 by bookmarking the magazine in your browser and considering them as you start sending out RFPs again.

If we learned anything in the last year and a half, it is that we need each other more than ever to create the safe, inspirational and successful events that keep the economy going. Let’s take care of each other for our attendees’ sake.??