TRENDING
Arlo Midtown lobby with lush greenery
employ “ boots on the ground ” strategy to make a personal connection with clients . In an era of masks and social distancing , the team tabled most of this strategy in favor of creating virtual awareness .
We pre-packed bottles of the hotel ’ s custom fragrance with detailed virtual 360-renderings to help clients experience the hotel from the comfort of home . Our marketing team postponed plans for a grand opening party in favor of creating intimate , outdoor introductions from the safety of the hotel ’ s stunning rooftop . After months of being trapped indoors , most clients jumped at the opportunity to have a social engagement , a brief escape from the confines and loneliness of workfrom-home .
This emphasis on virtual connection also extended into the hiring and onboarding strategy . With strict restrictions prohibiting communal gatherings such as job fairs , the hiring efforts were initiated much sooner than traditionally planned . Most interviews were conducted virtually to provide the ability to freely communicate and emote mask-free . While daily temperature checks and physical separation became a new standard across the industry , great importance was placed in encouraging that sense of camaraderie and community that is naturally developed during an opening . In lieu of traditional team building exercises , the employees built virtual rapport by collectively contributing to “ working-remote ” playlists and shared photo albums which helped bridge personal interests and inspirations . While it was critical for our employees to connect with each other , it was even more crucial to guarantee connection with guests . In understanding the challenge that plastic barriers and masks would pose , considerable energy was focused on conveying the smile that would unfortunately be temporarily hidden by a mask . In role playing service standards , the teams analyzed how simple adjustments in body language or use of specific words could more easily express warmth and welcome despite the obstacles .
Gesturing such as waving , giving a thumbs up or placing hands over the heart were natural additions . While a bit more complex , posturing of the shoulders and manipulation of the eyebrows greatly helped to
24 hotelsmag . com November / December 2021