How To Help Your Front Desk Colleagues Overcome “Compassion Fatigue”

Doug Kennedy | January 15, 2020

By Doug Kennedy As part of the prework I do before conducting on-site training workshops for front desk teams, I always look at the existing, in-house training standards and content. Nearly all programs cover the concepts of showing empathy, and especially at Forbes rated hotels, to establish authentic, emotional connections. Yet when I look at how colleagues are trained on how to deliver on these standards, I find that most managers are simply going over scripted welcome messages and reviewing interpersonal communications techniques at their meetings. It seems to me that most front office leaders underestimate just how challenging i...