Feature: Robert Ambrose
Covid-19. The Hospitality Industry Adapts Navigating Compliance Mandates, While Maintaining Consistent Guest Service
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have always said that adapting to a crisis is built into the core of the hospitality industry. Hospitality is about employees serving guests within an environment that is fluid, and in that environment “life,” happens. My years in the hospitality industry, (the bulk spent in Atlantic City) have taught me that things don’t always go according to plan! All sectors of the hospitality industry are operated within a formula of fundamental business applications to achieve an operational balance, themed in “dedication to guest service.” It is not defined by masked employees, speaking to guests from a distance and wiping everything the guest touches. The human interaction, the warm smile, friendly greeting and pleasant exchange is the industries 24
presentation. The pandemic has struck at the very basic operation of the industry. The hospitality industry’s numerous brands have been the public’s “third place;” whether it’s dining, entertainment, retail, lodging or gambling. In Ray Oldenburg’s 1989 book, The Great Good Place he expanded on this premise, defining the “third place” as places where people gather, putting aside their concerns of home and work to enjoy an experience. The Covid-19 virus has limited access to many of our third places and struck at the markers that make up our social core. We have lost the opportunity to sit at a café or dine with companions at a restaurant. Our travel has been restricted, leaving us with only memories of places we have been. Simply stated, the casino floor is just so different now. Collectively www.casinolifemagazine.com
