Corona Virus Travel: What Does Hospitality Mean Now?

Corona Virus is clearly in our customers’ minds regardless of how it plays into our own thoughts about travel. People are not traveling. Period.

So what do we, travel and hospitality organizations, do about that? Nothing. Nothing at all. We do not send marketing emails to our customers. We do not cancel flights. We do not lose our composure and act out within our operations.

Employees Matter

Now, since you are exercising the value of caring to your customers, remember to apply the same approach to your employees. They too have different fear profiles. And they are likely to react to the Corona Virus situation in unpredictable ways. Keep these employees in mind when you design your new (temporary) normal.

For example, we all have emergency response protocols that I am sure have been enabled over the weekend. But these protocols are not necessarily built specifically for a situation like the Corona Virus. So, revisiting protocols and ensuring that employee experience is considered in protocol design is a good step.

What if, for instance, your employees CANNOT work from home? Maybe they do not have the stable internet connection required to do their job. Or maybe they have toddlers or a newborn at home. Now is a good time to engage with the local community. See if there is an adjacent industry in need that is getting slammed by the Corona Virus and think of how you and your teams can help.  Doing this can simultaneously engage your employees, alleviate fear of the unknown, and create a renewed sense of purpose and belonging.

Colleagues and Business Partners Matter

Remember to extend your kindness and caring to colleagues and business partners, in addition to your customers and employees. At a time like this, communication is the most important tool in your kit. Update your customers, colleagues, and business partners on your plans and any changes to the way you typically do business.

This helps to keep your customers, colleagues, partners, and employees  more connected with you. And that sense of connection is more important now than ever.

Design Scenarios Save

When the financial crisis happened in 2008, banks found themselves without well thought out plans for a variety of stress scenarios related to liquidity. One of the jobs I had for Royal Bank of Canada was to design exactly that. It is the most practical business exercise that brings control and choice back to the business owner.

And it can be particularly beneficial for travel organizations. What would happen to soft revenues for 6 months, a year, or if they end tomorrow? Will you have the liquidity and cash to maintain your business? Now is the time to be vigilant about cash management and find ways to delay the cash outflow of your business.

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