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These are unnavigated hospitality waters. We will support each other and navigate these unfamiliar currents together. Let’s start with the basics.
It is time to consider changing the universally accepted business etiquette tradition of shaking hands. Sadly, both this time in history and the need for caution may have changed how we interact, one-on-one, in hospitality, at least for a while.
Don’t panic. Prepare. Keep up to date and educated. Remember that this new virus is not generally transmitted through touch!
The Corona virus (COVID-19) spreads when an infected person coughs or sneezes into the air. Respiratory droplets are released and can end up in another person’s mouth, nose, or eyes or might be inhaled. That’s how this infection occurs. Common sense tells you to avoid (and not to touch) sick people!!
Control on-site transmission by encouraging your associates to stay home if they feel sick, to wash their hands often, avoid contact with sick people, and avoid touching their eyes, mouth and nose. It’s important to cover sneezes and coughs with a tissue that is immediately thrown out. Provide tissues in the workplace and lined waste cans to safely dispose of these tissues.
According to experts, at this moment in time, we all need to wear face masks in public. Face masks must be used by people who are already sick (or caring for someone who is sick) and of course for our medical personnel and other first responders. The mask can reduce the number of germs that the wearer releases and can protect other people from becoming sick. Have a supply on hand in case they are requested by your guest(s). Any associate who is sick needs to be send home. Decide if some of your employees can work remotely. Provide staff training. Education avoids panic.
Surfaces including desks, computers, telephones, tablets, doorknobs, and other workspace items and areas must be wiped down (disinfected) each workday (more than once if possible). Some experts believe this virus may be able to live up to four days at room temperature.
And your clients, vendors and/or guests? Provide tissues, lined waste cans, and hand sanitizers that are readily available (in guest rooms and all around the property).
Some boutique hotels, and small parts of larger properties are remaining open. If you represent one of these hotels, then consider sending an informational email updating guests on staff training and property sanitizing and other procedures. Let guests know that you are available directly by telephone or electronic communications if they wish to contact you.
Common sense and common courtesy can be used when you are receiving guests or new or even well-known clients in your business, property or brand. You can certainly provide them with a warm and welcoming smile. I have a Thai associate who puts her hands together (in a prayer position), smiles and bows her head.
Most cases of the Corona Virus (Covid-19) are mild. Calmness, empathy, training, and sound sanitation measures will get the hospitality industry, and its’ hardworking associates around the world, safely through this emergency.
Excerpts of blog taken from the book: Hospitality Management – People Skills & Manners on and off the Job. Copyright © 2015 Lyn Pont, PhD
“Pont’s book is a must-read for anyone considering a career in hospitality.”
— Isadore Sharp, chairman and founder, Four Seasons Hotels and Resorts
See the book at: www.HospitalityManners.com
Visit Lyn at: www.MannersForBusiness.com
Lyn Pont, Ph.D. – World’s Top 30 Hospitality Professionals, – Global Gurus
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