UNMASKED
TRENDING
IDENTITY
CRISIS
Hong Kong ’ s position as a leading host city for luxury hotel brands has long been envied . But the challenge that Mandarin Oriental , Peninsula , Shangri-La , Rosewood and Langham will face sooner or later is how to recast their luxury brandscape within the mega-brand of mainland China .
Can Hong Kong ’ s reputation and legacy carry on for decades because it is too big to fail ? Or will it be relegated as a tertiary city ? I ’ d imagine the reality falls between the two . But there is no firm roadmap given the mainland ’ s limited overseas success with its own top-end hospitality brands .
The disconnect is that Chinese travelers abroad look to foreign icons like Four Seasons , Ritz-Carlton and others as preferred luxury cocoons . It hasn ’ t gone as expected for global chains that created China-specific brands . The mainland thirst to experience new and different things is the cornerstone of their adventures abroad .
Some of these brands may shift their homes or align more deeply with the mainland , but 2020 is sounding a drum that decisions must come sooner rather than later . COVID-19 will delay this , but the pace of political change and potential volatility between East and West are creating a perfect storm that even an Hermes umbrella might have difficulty protecting them from . Bill Barnett , founder and managing director , C9 Hotelworks , Thailand
UNMASKED
What happens if one of your guests refuses to wear a face covering at your property ? Andria Lure Ryan , partner in Atlanta firm Fisher Phillips , offers a plan to address this unfortunate part of our new reality .
1 : Understand what you ’ re allowed to do . Many jurisdictions already require businesses to have their employees and customers wear masks . If yours does not , as a private business , you can decide whether to allow guests onto your property if they are not wearing a mask .
2 : Be proactive . Provide notice to guests of your mask requirement prior to their arrival , via your website , apps and social media platforms and at your entrance . Offer masks to entering guests , and have them sign an acknowledgment of the policy and an agreement to comply .
Step 3 : Train your staff . In the same manner you train your employees to handle guest complaints , train your employees to enforce your mask policy . Step 4 : Reasonably accommodate guests with medical conditions . It is best not to require documentation . Instead of engaging with the guest about whether they are exempt , consider whether you can offer an accommodation that would allow them to access your property .
Step 5 : Deal delicately with guests who refuse to comply . Share the exact phrase you want your employees to use with an anti-mask guest , such as “ If you will not wear the mask per our policy , I ’ ve been instructed to contact my manager , who will need to discuss this with you .” A designated manager should handle the removal of a guest .
If a guest becomes belligerent , the manager should meet the guest in private , share your policy , any government ordinance and any acknowledgment the guest signed , and inform the guest that they will be required to leave if they refuse to comply . If the guest does not cooperate , the manager should arrange for the individual to check out and for a refund , if appropriate , and inform them that they are welcome to return if they comply with the policy or when the need for a mask is gone .
12 hotelsmag . com September / October 2020