Managing guest expectations during COVID-19


Lisa Hobbs

4m 39s

 

Lesson Details

While some countries have fully reopened their hospitality doors again and others are still in lockdown, your guests have different expectations about the new normal and it’s your role to anticipate these expectations and manage them. In this lesson, Lisa Hobbs will share how you can manage guest expectations during and beyond COVID-19.

What you’ll learn

  • How to communicate with empathy
  • The need to be agile during a crisis/pandemic
  • What guests expect from you to manage conflict

This course is perfect for hospitality members working in the front line of a venue such as F&B, front desk and housekeeping, and anyone looking to refresh their service skills.


Instructor

Lisa Hobbs

Hospitality Executive and Director on the board of Women in Hospitality (WOHO)

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