Hoteliers pride themselves on being empathetic to guests’ needs, but everyone in the industry is in need of empathy at the moment, as we’re all reaching a breaking point.
No one is happy with the way things are.
That might be a broad statement, but it’s not a radical one. No one is pleased with the state of this industry, their hotels, their jobs or their lives right now.
And that’s a difficult place to be in.
Industry experts have long preached the need for empathy. Understanding how a tired and weary traveler must be feeling goes a long way in giving them the type of service that will stick with them. But the type of empathy the industry needs right now is universal.
Right now at this moment, your employees, whether they’re still working or furloughed, are feeling a toxic mix of feelings. They’re upset, scared, tired, sad, frustrated, desperate, disappointed and angry. These are people who have had to put their careers on hold through no fault of their own and may never see the fruit of their hard work because the industry (and the world) will be irrevocably changed.
Owners are feeling frustrated because even if they did everything right, their investments have cratered.
Managers are feeling like they have failed their staffs by not being able to give them the safety and security of employment or the proper reward for their hard work.
And guests are feeling more anxious than ever about the prospect of being on the road and the dangers that poses.
I don’t have a solution to all of this. I just want to take a moment to remind anyone who might be reading this to keep it at top of mind.
It’s human nature to retreat into ourselves when we’re feeling so beat down, as I’m sure many of us are. And the airline axiom is true: You have to make sure your basic needs are taken care of before you can assist others.
But that can’t mean we ignore assisting others entirely.
Whatever you can do to help the people around you, do it. Whenever you have the chance, take a moment to think about how the world around them is affecting them and what you can do to help ease their burden.
We’re all in this together.
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