The American Hotel and Lodging Association predicts some 45% of all hotel jobs have been eliminated or will be eliminated in the next few weeks.
They forecast a 30% drop in hotel occupancy over a full year would result in the loss of nearly 4 million hotel jobs, from general managers to housekeepers.
I am expecting a similar situation in the European hospitality industry.
Let’s not forget/neglect the losses of golf travel-related businesses like golf equipment rentals, transfer services, insurances, etc.!
This situation is teaching us to appreciate much more our golf resort and golf club guests and members. I go even further. During the past year, I strongly recommended investing in the employee experience to enhance the customer experience.
Now it’s a great opportunity to demonstrate your empathy and express that you care about their lives. It would be really sad to lose highly-skilled professionals.
Talk with them one-on-one or in all-staff meetings to discuss and figure out how to save the business and their jobs! Also with your suppliers!!
Invest in improving employees’ well-being — it will improve CX. Employees are not just workers/headcount/manpower!
59Club’s COVID-19 survey templates
To manage the situation 59Club created COVID-19 survey templates as part of their complimentary offering of the survey tool.
You can use this service to pick and choose from pre-set questions already available within the platform, and/or choose to add custom questions of their own.
The ability to gather data from one’s own members and make direct comparisons based on the current situation facing the industry will provide clarity and vision on a global scale when it is needed most.
I hope I can see soon these COVID-19 survey templates and analyze them for you.
Recommendations – to sustain & improve CX
I would like to share 3 tips with you that can help you to at least sustain or improve the customer experience available at your golf club:
Empathy – understand your customers at this moment.
- Invest in having live conversations with customers now.
- Proactively reach out to customers.
- Respond with concrete steps
Adapt your CX accordingly
- Critically review the current experiences you are delivering.
- Do the same with planned experiences.
- Hit the pause button where needed.
- Prioritize simplicity and clarity more than ever.
Help your employees to carry out great CX during this hard time!!