As hotels begin reopening, there are improved hygiene protocols and distancing guidelines are put in place. These are essential to ensure everyone’s health and to make both guests and team members feel secure. But let’s remember that we play a vital role in bringing people closer, and that their experiences should not be clinical and our interactions not robotic.

‘Social distancing’ may be sending the wrong message, since social interactions are the essence of working in the hospitality industry. Returning guests will be looking for human interactions, meaningful conversations, and genuine relationships – not only with their travel companion, but also with other customers and the hotel associates. Let’s keep our physical distance, but at the same time create emotional connections.  

During all our sales workshops, we will discuss with the participants that, although the world and their working environment have changed, it should not have a negative impact on the first impressions they create, the rapport they build, and the care and service they provide. 

You’re wearing a mask? Smile with your eyes! There’s a perspex screen between you and the guest? It might be a strange, but safe environment, take your time to make the guest feel welcome and find out how we can assist them. Restaurant menus have gone digital? That should not stop you from establishing your guest’s exact needs and giving personalised recommendations.

A smile (even from behind a mask) is the shortest distance between two people. Now more than ever, it’s all about finding the right balance between physical distance and emotional closeness.