Train Your Hotel Staff to Show Hospitality When Enforcing Mask Requirements

Doug Kennedy | July 14, 2020

By Doug Kennedy With most hotels around the globe requiring guests to wear facemasks in all public areas these days, it has fallen upon the frontline hospitality staff to enforce this policy, which in many cases is also municipal ordinance or decree. Although most guests comply voluntarily, a small minority are voicing their displeasure but still complying. An even smaller, but very vocal minority of hotel guests are challenging our staff’s authority to require compliance in a way that is confrontational and often demeaning. From what I am hearing, it’s the front desk staff who are most often the receptors of a verbal barrage, as th...