Hotels/ Ski Resorts: Communicating Covid Information
2020 has been hard, especially for those in hospitality and tourism. Here in Austria, as the winter 20/21 season approaches it is time for hotels and ski resorts to reassure visitors of their safety, build bridges and to regain the trust of tourist.
The government has issued incredibly detailed advice to help keep everyone safe, and resorts websites are pack full of useful guides and information. New technologies have been introduced in multiple resorts to disinfect and protect visitors, special ski masks are available and every precaution is being taken.
The messages are clear about what can and cant be done and the regulations are designed to protect everyone. What is not as clear to hotels and resorts however is how to communicate all these regulations to guests pre season to encourage bookings, during guests stays and in the media while maintaining a warm welcome and the brand style and messaging.
Tips On Sharing Covid Information.
Firstly, empathise.
Share your understanding about how hard the year has been for everyone, tell guests you know they will have concerns about their holiday and their families health and then, explain what measures are being put in place to protect them.
Offer reassurance.
List measure you have taken and direct people to the various information websites available. But, also be a human about it. Tell guests and visitors that you care about them, that you want them to relax and have a fun. Remind them that small actions (hand washing, masks etc) make all the difference. You are also protecting your teams, they will need your reassurances too. Its about building trust.
Be confident.
Doubts leads to more doubt and then people will feel uneasy. Be confident ( with a smile). As the host its falls to you to almost parent guests, so this includes leading with confidence. If you need more confidence then speak to local government representatives who will know all the latest information. Importantly, only follow the facts.
Don’t ignore the elephant in the room.
People will be talking about Covid. People will be talking about the claims against resorts. People will be looking for reasons to gossip. If speaking to the media, don’t ignore the point, address it clearly, express what you have planned and why. The government, the WHO and in fact the whole world do not have the answers to the Covid problem, don’t forget you are just following the best advice you can get.
Not a laughing matter.
Yes, be personal but don’t be funny. You never know what people might have been through. Its fine to be light hearted and kind but making jokes might distress others and be disrespectful.
Don’t be harsh.
People will be scared and this can make then do funny things, and this includes you and your team. It isn’t school its a holiday. When asking guests to keep distance and to disinfect their hands, tell them why. Says its so they can have a more enjoyable and safe stay with you, so they can enjoy a greater day on the slopes, that its a kind thing to do and importantly, thank them.
If you would like more information or advice then please get in touch.
