TRENDING
How prepared
ARE WE ?
STAFF NEED INSPIRATION TO DELIVER THE EXCEPTIONAL AT A TIME WHEN EVEN COMPANY CULTURE HAS BEEN DAMAGED BY THE PANDEMIC .
Contributed by PETER BATES , STRATEGIC VISION
Last Thanksgiving , after a devastating nine-month lockdown , the U . S . consumer started to take baby steps and experimented with short stays in open sky and resort locations across the country and , in time , to much longer bookings . They also tentatively ventured to the Caribbean and Mexico . Then came the vaccines and the flood gates opened , as restless Americans got their second dose and took that as permission to travel with gusto .
Now occupancies and ADRs are high and in some cases hitting and surpassing 2019 levels . Admittedly , corporate and group travel still waits in the wings , but as the vice president of luxury sales for a major global hotel company told me recently , “ There is an invisible line and on September 1 , this business will be back .”
So , as the leisure market recovers , and luxury hotels achieve acceptable occupancy and rate , are we ready and able to deliver in every aspect of the operation ? “ The customer journey is very different
20 hotelsmag . com May / June 2021