Leaders must ‘Show Up’ after Lockdown

Hospitality leaders must ‘show up’ when the industry re-opens following the Covid 19 lockdown, a reputation specialist has said. John Mahony, director of Reputation Inc International, was speaking to Micheline Corr of The Firm in the latest of The Firm Optimist discussions, along with Deirdre Buckley, Director of Human Resources and Training at iNua Hotels.

John said that senior managers must lead by example, and be able to demonstrate new skillsets and capabilities. ‘Successful leaders will co-create the innovations which will be demanded by working closely with their teams’, he added. Companies will need to create new roles to match a changed commercial environment and those who have managed the reputation of their organisations will emerge in the strongest position’.

Responding to a suggestion by Micheline Corr that new hotel roles might include a specialist  concierge who can assist and advise guests in relation to Covid 19 issues, Deirdre Buckley, director of human resources and training at iNua Hotels said that it will be important that guests know what to expect in a changed hotel environment when they make a booking and will need to be given information when they arrive. ‘They must be confident that they are safe’.

Accommodation staff will play a key role when hotels re-open, she said, as there will be new requirements related to cleaning and room servicing.  Both guests welcomed the Fáilte Ireland Guidelines for hotels, restaurants and visitor accommodation, as a ‘valuable living document’ which will be of great assistance to operators.