What MOM is doing in the Coronavirus (COVID-19) outbreak

Posted by MOM team on 16 Mar 2020 8:00 am

Coronavirus impact on holiday parks

At Massey Online Management, we are taking our customer service from excellent to exceptional in an effort to do everything we can to support your business. We are closely monitoring official sources so we are able to respond quickly to changes that can affect you and your guests.

Now, more than ever, it is important to maintain consistent and relevant communication with your guests. Your brand voice should shift in these extraordinary circumstances, with a supportive and empathic tone. We will be assisting you with relevant Facebook posts, website updates, e-newsletter blasts and direct communication with incoming guests where necessary.

So we can proactively share important information with guests, we need to know your management policies regarding refunds, along with measures you are taking to make your premises safe. Facebook suggests preparing a customer service plan so you are ready for incoming questions and requests, including cancellation policy and cleaning measures, providing as much detail and reassurance as possible.

Ramping up your customer service

Customers are becoming more hesitant to travel, so we need do everything possible to lessen their concerns and make them feel comfortable to stay at your park. Customer service should to be ramped up as it never has before and good communication between you and your guests is paramount.

Some suggestions include:

  • Offering ‘express check-in/out’ – this would lessen people congregating in reception area
  • Reassuring guests of heightened cleaning procedures
  • Advising guests of staff training regarding sanitary procedures
  • Scheduling additional cleanings and sanitation of amenities, common areas, like playgrounds and touchpoints.
  • Contact guests for upcoming bookings such as Easter and comfort them with all the guidelines you have in place
  • Keep in touch with guests regarding recent government updates.

It is also important that all employees have been trained on how to communicate these plans to guests, and that information is consistent and available across channels like your website and social media.

In the event of cancellations, you may like to consider modifying the confirmation email to prompt guests to book a future stay at a discounted rate.

Some good hotel industry references

Crisis Management: Preparing Your Hotel for Coronavirus (COVID-19)

Australia Government information for hotels and hotel staff

Employsure resources for dealing with Coronavirus in the workplace

Key points from the Australian Government Department of Health

We understand that all the current information and media coverage about Coronavirus (COVID-19) can be a little overwhelming, so we’ve taken some key points from the Australian Government Department of Health for you to read.

  • The best way to protect yourself and others and prevent the spread of the virus is to practise good hygiene and maintain at least 1 metre away between yourself and anyone who is coughing or sneezing.
  • Symptoms include fever, coughing, sore throat, fatigue and shortness of breath.
  • Current travel restrictions and other arrangements apply to people travelling overseas, returning to or visiting Australia. The message for travelling within Australia remains that it’s business as usual.
  • Limits on organised gatherings do not apply to workplaces, schools, universities, shops, supermarkets, public transport and airports.
  • If you are well, you do not need to wear a surgical mask.
  • If you’re concerned, you can call the Coronavirus Health Information Line on 1800 020 080.

If you would like to find out more information, please visit the Australian Government Department of Health website.

 

As always, please feel free to contact us if there is anything you would like to discuss further, or if we can assist in any way.

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