These Times, More Than Ever, Call for Heartfelt Hospitality

Doug Kennedy | August 20, 2020

By Doug Kennedy Based on what I hear, working in the lodging industry during the current COVID-19 pandemic can be especially stressful. Not that it has ever been an easy profession. While today’s guests threaten to write a bad review, guests of yesteryear similarly threatened to write a letter to J.W. Marriott or Conrad Hilton. Admittedly though, the current pandemic has created unique stressors for those on both sides of the guest / employee relationship. Hospitality workers may be finding themselves short staffed and/or working outside of their usual job descriptions. Our frontline associates are having to explain why there are no m...