|
the SafeSanctuary protocols ,” says Sophia Chua , director of quality assurance and compliance . They oversee implementation and training of protocols , monitor government health advisories , serve as a central hygiene and safety contact for the corporate staff and report on any suspected or confirmed COVID-19 cases at the hotel .
Sometimes these newly minted jobs are tightly focused . Wyndham Grand Clearwater Beach in Florida has a “ social distancing ambassador ” on the pool deck who ensures lounge chairs are correctly spaced and kept clean , limit the number of guests in the pool and pool area and make sure everyone is masked as they enter the hotel .
|
NEW FOH ROLES Front-of-house hospitality employees in once-invisible jobs have been drafted into new roles as well . The second major category of new jobs is meant to provide a reassuring touch to guests , letting them know the hotel understands what they need and is ready to provide it .
That new attitude is evident even before guests arrive at The Resort at Paws Up in Montana : A self-driving airport transfer provides a seamless and socially distanced alternative to the usual shared hotel shuttle . A new “ welcome wrangler ” greets incoming parties at the airport , helps with luggage , and arranges for a Lexus that the guests drive to the property .
Kimpton Hotels &
|
Restaurants recently introduced a chief virtual learning officer pilot to help families visiting select hotels . “ In hearing from parents , one of the biggest pain points with virtual learning is getting their kids signed in and online , especially for those who have young children , while managing their own workload and meetings ,” says Kathleen Reidenbach , chief commercial officer . “ Our goal is to provide some relief for parents traveling with kids and get the setup portion of online learning off their plate .”
The role is on call 24 / 7 or by appointment and varies depending on the property .
“ We know , now more than ever , that everyone can wear a few hats throughout the day ,
|
and that ’ s no different for the CVLO ,” Reidenbach says . Whether it ’ s the front desk manager , concierge or head of sales and marketing , “ the role is held by someone who is well-versed in the property — and technology — and is available throughout the day .”
Seven Kimpton properties volunteered to be part of the pilot ; Reidenbach says it will be rolled out to other hotels in the coming months as long as remote learning and working remain the norm .
KEEPING IT NORMAL Despite COVID-19 anxiety , many travelers still want to do the things they would normally do when traveling , which gives hotels the perfect opening to be heroes .
|
Dining out , for example , can be a fraught exercise ; Chatham Bars Inn in Cape Cod , Massachusetts , comes to the rescue with a “ private coastal dining curator .” The employee works with the executive chef to arrange private , bespoke , socially distant experiences , including dining on a seaside lawn and picnics on a private beach .
The Hilton Aruba Caribbean Resort & Casino ’ s sunset concierge is tasked with arranging artisanal five-course dining adventures on and off property , all built around savoring the island ’ s iconic sunset and locations as well as the waterfront . The concierge escorts guests to the locations and remains available throughout the experience .
|