COVID 19 HOSPITALITY INDUSTRY RESPONSE ASSIGNMENT QUESTION

The impacts of the COVID-19 pandemic have been swift and devastating to the travel and tourism industry worldwide. South Florida has seen not only the impacts on the health of the general population, but has also had one of its’ largest business sectors shut down for a period of almost 6 months.  Today, Sunday September 13th, Miami-Dade County is listed by Johns Hopkins University of Medicine as one of the top areas in the United States for confirmed cases of COVID-19 at 163,375 case and 8th in deaths. 46 deaths from COVID-19 were reported in the last 24 hours in Miami Dade Country along with 415 Confirmed Cases. Should we be advancing to Stage 2 in reopening businesses?

Answer the following 4 questions below about the impacts and recovery plans of the COVID-19 pandemic to Greater Miami and South Florida based on your own experiences as well as the resources posted in the modules and others that you can access online. During a recent online webinar by hospitality executives for major companies it was made clear that to recover, hospitality businesses have to get the customers back. In such a personal business where we often produce and deliver the same products, what is our greatest challenge? Getting the Customer’s CONFIDENCE back seems to be an answer that is universally agreed upon. What are your thoughts?

I recently went to Sarasota, Fl and stayed at the Ritz Carlton for 2 nights. It was a rather expensive stay but I felt that Marriott’s COVID-19 Response Plan would be implemented in the hotel and that management would do its best to keep me safe. I was not disappointed, they did everything possible to assure me that the hotel and my sleeping room were being sanitized and that staff and guests were required to wear masks in public spaces and protect each other. The following week I had to return to Sarasota and chose to stay in another Marriott resort in Ft Myers based on my experience the previous week at the Marriott/Ritz Carlton hotel in Sarasota . This time I was very disappointed for a variety of COVID-19 related reasons and will not return to that hotel again.

Answer the following questions: 

1. Did you, or are you, working in a hospitality industry related business and if so, how has this business acted to come back to business and follow COVID-19 local and state regulations?

2. How do you think that Hospitality Businesses, of any type, should respond to protect their customers? Should they be reducing the physical capacity of their business to meet regulations and protect their staff and customers or should they behave as if ‘business as usual’ applies? Do you agree that CUSTOMER CONFIDENCE is key to business recovery?

3. How should a hospitality business communicate their policies to customers? Think of the different ways that you would like to receive that information.

4. What can a hospitality business do with their physical operations and facility space besides the regulations, to reduce the possibility of spreading the COVID-19 virus and at the same time reassure their customers that they are working to protect them?

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