Hi {{ subscriber.first_name or "Friend" }},
I’ve been watching social media posts about the state of the travel/hospitality industry. Here are some recent posts from this week (without attribution to protect privacy):
- Last summer, we checked into a major brand hotel we have used many times with no issues. Went up to our room after check in — had never been cleaned from previous guests. Went back and got a different room — same thing. Looked as if none of the cleaning staff came in that day. Front desk manager had no idea what was going on (had just started his shift). He profusely
apologized and helped us move to a different hotel in the city. Things you would never have seen before are happening now.
- I did have an experience just 2 weeks ago with a very high-end hotel that did not have my room ready as requested for an early check in, nor was it ready by normal check in time.
- Arrived for conference yesterday. No bags.
- There are no safe brands anymore. The most awarded airlines, lauded hotel brands, and biggest ground transportation companies are having issues…You would be shocked with all I've seen over the last two months.
At the beginning of the pandemic, speaker Ryan Estis wrote, “The response window for a crisis is typically measured in months, while recovery is measured in years.” We’re still in recovery. If you have a conference coming up, consider:
- Prepping your staff to expect challenges. If you do, they won’t be surprised if things don’t run smoothly.
- Having a candid pre-con conversation with the hotel liaison. Acknowledge the challenges of post-pandemic life and ask what challenges they are having. Create a safe opportunity for candor and offer to support them in any way possible.
- Consider bringing extra staff to your meeting. In times like these, “all hands on deck” may be a needed strategy.
- Appoint a meeting concierge. Though most association staff are used to troubleshooting, identify one staff member as a point person to handle complaints, issues and problems. The presence of a concierge signals your dedication to providing a memorable conference experience for attendees.
A little extra pre-planning goes a long way and will help ensure you provide the best experience possible, both for attendees and your staff team. And that’s what hospitality is all about!
Sincerely,
