'This Week'...08-31-20

Greetings Friends!     

I hope everyone had a great weekend! Please continue to enjoy the series and here is the next edition of 'This Week'.

QUOTE OF THE WEEK

SOME ADAPTATION!

The Pandemic has certainly ravished the world and hotel community. I write this, whilst staying in a hotel that has no housekeeping service, touchless check-in, modified bag-a-breakfast, modified fitness room availability, cleaning and mask policies, etc... It causes one to think - most of the differentiated brand identifiers that separate one brand from another aren't really that different. Especially right now as so many of the amenities and services have either had to be trimmed or eliminated due to Covid stipulations or cost considerations, Other than a logo and some decor highlights and color splashes, this brand I am in would be hard to distinguish from any any other brand really.

How do you set yourself apart right now in today's environment, where literally "every room matters" now more than ever?

I think the first way is obvious and basic - good 'ole fashioned customer service. Right now, ensure you have your best Front Desk agents working and representing your hotel, and that they have all the current information, restrictions, etc... They can make a world of difference, especially as many travelers haven yet to be at a hotel in the new Covid world. Even though the hotel I an staying at has been stripped to the core, the team here has been excellent! They have answered questions, been accommodating, proactive, and genuinely care that I am here. It really helps offset the fact I am still paying for the same hotel room without all the additional amenities. So it sounds basic, but make sure you have it dialed in, there is absolutely no excuse to not have amazing customer service right now. AND that your team has all the current info, restrictions, amenities, etc...

The second is to be adaptable and clever - how are you leveraging the situation you are in and making the most out of it? Being creative and finding ways to still make money in a depressed hotel economy? Take a look at the article below from Market Watch that really speaks to this.

SOME QUALITY CONTROL!

Interestingly, at the same hotel, it was a bit dirty, and had all sorts of temporary signage related to Covid. We have grown accustomed to the makeshift front desk barriers and necessary signage and stickers for social distancing, etc...

That being said, it is important to ensure that the signage and presentation are clean, professional, well organized, and on-brand. As you can see by the attached, it is one of those "copies of a copy" signs and was just so unprofessional and really detracted from the reduced amenities/services, etc...

Guests (and corporate) should understand that hotels have reduced staffing levels, etc... but the GM's and properties should not become blind to, or accept "lesser than" standards when they can be completely under our control. With the reduced service levels, and adjusted brand standards, it can be easy to fall into that rut, so the picture is a gentle reminder of what that looks like to a guest if you let that happen. Let's walk those properties ;)

SOME MORE HUMAN KINDNESS

My gosh, so much negativism in the news and in the world today. Try to spread some positivity and love where you can.

To finish off Human Kindness Week, enjoy the video below that will warm you heart.

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 Someone is always celebrating something…

 Today is:

National Matchmaker Day

International Dolphin Awareness Day

National Lazy Moms Day

National Bacon Day!

World Beard Day

This Week is:

International Enthusiasm Week

National Go Kart Week

This Month is:

All American Breakfast Month

National Favorite Binky Month

Baby Safety Awareness Month

Childhood Cancer Awareness Month

Have a great week everyone!!

 Regards,

 Mike Harrison