Depending on the size of the property, the issue of masks and how to handle when masks are required varies greatly. For larger resort properties, it is inevitable that there will be the guest who refuses to wear a mask when first asked. How should hoteliers handle this situation?
In this two minute video, Sam Luciano of the Fort William Henry Resort in Lake George, shares their approach to convince guests who weren’t wearing masks to put them on. At his resort, the staff is trained to make the first attempt to ask the guests to wear a mask. If they don’t comply, the staff is trained to let the manager know when guests won’t wear a mask. Then the manager or Sam himself comes out and greets the guest and uses his “soft approach and appeal” that works 90% of the time (watch the video to hear his approach). In the end, the resort has to rely on the guests to comply and as the saying goes, you catch more flies with honey than with vinegar so in the end an empathetic approach usually wins.
