Yes! We're Open Roundtable

This webinar featured guests Shawnie and Willie Gruber, owners of 1900 Inn, and Cheryl Grantham, owner of Casa Grandview, share their experiences with how they've dealt with COVID-19.

What's the current state of your business?

• Utilize outdoor space
• Make sure people can see you smile underneath your mask
• Keep person-to-person contact while maintaining 6-foot distancing vs. contactless interactions. See what works for you and your business.

How do you communicate cleanliness and safety?

• Have masks in the room
• Have a sign encouraging people to keep their distance
• Reduce clutter by removing things that get washed often. Mount information on the walls where possible.

How do you handle check-in and check-out?

• Thank guests for the reservation
• Explain the way check-in will be handled
• Let them know if you're on the property and how you'll be available to help
• Could do a courtesy call a week before their check-in
• Tell guests where to park
• Keyless entry helps with contactless check-in

How are you handling breakfast?

• Some guests are happy we're not serving breakfast. It's a case-by-case basis.
• Keep goodies in guests' rooms
• Have breakfast outside or on the porch
• Kept the three-course breakfast so guests don't have to wait in line downtown

How do you make your marketing communications relevant and effective?

• Regionalized and localized marketing and communications because people aren't flying to travel during the pandemic
• Micro weddings and elopements are more common. Weddings changed in 2020. Target those types of weddings.
• Updated blogs and social media with what's going on with our business
• Become more involved in looking at articles and content to match branding
• Utilize your rooms. Move around furniture and adjust color schemes. Create more intimate guest spaces.

Website Banner - COVID-19 Information
Have a COVID-19 update on your website. People want to see how you're keeping your business clean.

People don't read long, text-rich emails anymore.
These types of emails will most likely get lost in the shuffle. So instead, use intelligent formatting:

• Highlighted titles
• Bulleted key points
• Pictures
• Info graphics

Help your contacts/customers easily determine the key points of the email. They can pick and choose which key points to read more in depth.

Texting
Text the guest instead of calling them. Can use them for messaging like:

• Welcome
• Thank you
• How is your stay going so far?
• Promotions

How have you adjusted your policies? Discounts?
Have flexibility. Many people want to be rescheduled. If they cancel, we do a full refund. Seen as professional when you're flexible. When people call, they appreciate that they're speaking to the owner. Don't bring up refunds; instead, give a credit voucher. It's an easy sell.

How should you handle a sick guest?
If guests are proactive about being sick, reschedule them. If a guest is on property and develops symptoms, we help guests remotely without coming in contact with them. You want guests to come back to your property.