Hospitality in the Era of Covid
The hospitality industry is reopening, and we are finally in-person with one another. We do not have to stare at a computer screen all day to have a human connection. But screens have not disappeared — they have taken a new design, as clear acrylic sheets that isolate us when we come face-to-face with any other person or customer.
Whether riding in a taxi, checking out at the grocery store, or checking into a hotel, plexiglass is everywhere. We can see each other, we are next to each other, we are even facing each other, but there is a boundary separating us. When faced with obstructions, how do we cultivate relationships?
In hospitality, we know how to break down figurative barriers, not physical ones.
We know how to embrace and welcome our customers as they are our friends. But when a physical structure divides us, navigating how to break down the wall comes with new impediments.
When first meeting someone, it is human nature to have our guard up. Trust is something that we must earn, and in hospitality, we must give people every reason to believe in us. However, with physical barriers present, people are more reluctant to trust and let their guard down.
If we cannot shake someone’s hand, let’s take more time greeting our guests to give them an even warmer welcome. Hotel managers can leave a personal message on a guest’s room telephone welcoming them and assuring them that the staff is there for whatever needs they may have. Restaurant owners can take extra care when greeting patrons and ensuring that they enjoy their meal and experience.
It may be cliché, but it is always the small things that go the furthest. From providing complimentary water bottles to hotel guests as they arrive or making sure customers at a restaurant are served promptly. Going the slightest bit beyond your customers’ expectations will help to immediately gain their trust. It can be as insignificant as a special warm welcome to ensure that the customer feels greeted. These minor gestures can significantly affect how your company is perceived and how people feel when entering your business. Does your customer feel like they are merely entering a place of business or are they entering a space that they can call their own?
If we can break down barriers when there is an actual physical one present, we can say we have truly mastered the art of hospitality in the era of COVID.
