Coronavirus: Train Your Front Desk & Reservations Team to Respond to Guest Comments & Questions

Doug Kennedy | March 9, 2020

By Doug Kennedy Much has already been written about the impact of the Coronavirus on the travel and lodging industry, and I’ll leave it up to the experts in each field to talk about how this impacts revenue, distribution and cleaning procedures. Right now, I’m in the middle of two straight weeks of delivering workshops on hospitality and sales training throughout Hawaii, and so I’m going to address a question my participants are asking.  “What should we say when guests mention coronavirus?” This question comes in various contexts, but it’s the most challenging when guests are calling about booking, or when they are calling t...