Doing Our Best with Less:
Tips for Managing Guest Expectations as Industry Rebuilds
Michigan’s hospitality industry fully reopened at 100 percent capacity on June 22 after 463 days of navigating government mandates and forced shutdowns. As hotels reopened their banquet rooms for weddings, meetings and events, and restaurants moved their tables closer together and back onto the floor, the industry found itself in a workforce shortage that has impacted its ability to truly reopen to pre-pandemic standards. While the industry is doing its best to build back with less staff to help meet typical hospitality standards, one of the most important things operators can do right now is manage guest expectations accordingly. Here are some tips on how to hospitably prepare guests for an altered experience.
1. Be proactive. Send out a “Know Before You Go” email to set expectations.
Are wait times longer than normal for a table? Are you unable to offer daily housekeeping? Is room service temporarily closed? These are the unfortunate results of the current workforce shortage. Let guests know before they arrive so expectations of service are set – avoid having them be surprised upon arrival. Send an email a week in advance to let your guests know if on-site amenities are closed or operate under limited hours. Provide alternate resources for meals or activities. Ask guests to be kind and don’t expect them to already know about the industry workforce shortage.
2. Update Business social media.
One of the first actions people take when considering dining out at a restaurant or booking a hotel is looking at social media for photos of what to expect, reviews and other key information. Keep your social media pages updated with current policies, hours of operation, positive photos, and open amenities.
3. Go Beyond a Sign on the Door: update Hours of Operation on All Platforms.
It has proven to not be sustainable to operate a 7 day a week business when you only have a core staff available to work 40 hours. Therefore, many businesses are operating under limited days open or reduced hours to provide time off for staff that is working overtime to make up for the employee shortage. Make sure to keep hours of operation updated across as many platforms as possible: social media, Google Business listing, voicemail recording and email signature line.
4. Utilize MRLA Membership Resources.
The Michigan Restaurant & Lodging Association (MRLA) is dedicated to providing useful resources to its membership. As MRLA Members, restaurant and hotel operators have exclusive access to post job openings on the MRLA Job Board for free. The MRLA is marketing the job board out to prospective employees on your behalf. Additionally, the MRLA has created signage for operators that encourages patience and kindness from guests as the industry builds back after the economic impact caused by COVID-19. Operators can access the signage by clicking here.
5. Use your local CVB as a megaphone.
There are 51 Convention & Visitor Bureaus (CVB) – or Destination Marketing Organizations – across Michigan whose goal is to market their destinations to visitors. This means bringing visitors into restaurants and hotels! Reach out to your local CVB to ask for opportunities to promote your business to travelers.
Are wait times longer than normal for a table? Are you unable to offer daily housekeeping? Is room service temporarily closed? These are the unfortunate results of the current workforce shortage. Let guests know before they arrive so expectations of service are set – avoid having them be surprised upon arrival. Send an email a week in advance to let your guests know if on-site amenities are closed or operate under limited hours. Provide alternate resources for meals or activities. Ask guests to be kind and don’t expect them to already know about the industry workforce shortage.
2. Update Business social media.
One of the first actions people take when considering dining out at a restaurant or booking a hotel is looking at social media for photos of what to expect, reviews and other key information. Keep your social media pages updated with current policies, hours of operation, positive photos, and open amenities.
3. Go Beyond a Sign on the Door: update Hours of Operation on All Platforms.
It has proven to not be sustainable to operate a 7 day a week business when you only have a core staff available to work 40 hours. Therefore, many businesses are operating under limited days open or reduced hours to provide time off for staff that is working overtime to make up for the employee shortage. Make sure to keep hours of operation updated across as many platforms as possible: social media, Google Business listing, voicemail recording and email signature line.
4. Utilize MRLA Membership Resources.
The Michigan Restaurant & Lodging Association (MRLA) is dedicated to providing useful resources to its membership. As MRLA Members, restaurant and hotel operators have exclusive access to post job openings on the MRLA Job Board for free. The MRLA is marketing the job board out to prospective employees on your behalf. Additionally, the MRLA has created signage for operators that encourages patience and kindness from guests as the industry builds back after the economic impact caused by COVID-19. Operators can access the signage by clicking here.
5. Use your local CVB as a megaphone.
There are 51 Convention & Visitor Bureaus (CVB) – or Destination Marketing Organizations – across Michigan whose goal is to market their destinations to visitors. This means bringing visitors into restaurants and hotels! Reach out to your local CVB to ask for opportunities to promote your business to travelers.
