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As we examine and develop new strategies for the changes that we can expect to see in the hospitality industry post-crisis, we are also starting to envision the world beyond the pandemic and to the new normal of radically shifted travel consumer expectations and preferences. The probability of guest technology expectations worldwide significantly changing becomes high as guests prefer a more touchless and fully mobile-enabled hospitality experience post-COVID-19. The future of hospitality has always been mobile–but COVID-19 will accelerate this trend from a nice-to-have to a must-have for hoteliers.

When it comes to leadership today, how do you stay ahead of the competition? How do you innovate in your niche? How can your team think differently when most people hold on tightly to what they know? To have a competitive advantage, it’s all about keeping your eye on the future and looking for opportunities.

Much is unknown as to when, how fast, and how the hotel industry will recover from the coronavirus pandemic. Never has there been more uncertainty around what capabilities and processes hotels will need, when they will need them, or how technology should support them.

The introduction of Instagram Stories and their real-time, ephemeral content has significantly altered the course of our social media experience, especially for the hospitality industry. Since its launch, Instagram Stories have become an integral tool for content discovery, a sense of welcome and comfort, platform engagement and deeper storytelling. With more than 500 million daily active users, Instagram Stories continue to draw in more brands, hungry consumers, and content creators.

Having been brought up in the world of hotelling, and with family and close friends who remain in the space, the last few months have served as the disruption that none of us asked for, but one that nonetheless forced us to pause for perhaps the first time in many years.

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Leading Through Chaos

by Renie Cavallari
At this time there is no more important tool in your tool kit then your ability to lead people through the storm. Most leaders have their heads in revising budgets, dealing with layoffs, cutting costs and surviving all of which are real realities that need attention. So do your people!
1. Remember, people need connection and during times of crisis. That connection allows them to feel like they are not alone. Isolation only triggers fear and fear stops progress from happening.

2. Build a Resilience Plan. Now is the time to really think as a leader

  • What can you control?
  • What can you do?
  • What things can you get done now as you have the time? Maybe you were going to clean up your data this year, work on process improvements, etc.

3. Get your people focused on tasks they can control.
4. Solidify your relationships. Everyone, including your clients, need to feel supported. We are doing free Zoom calls to help people with taking on a healthy mind set as how we think is how we feel. HeadTrash is not your friend… never has been and now it will seriously hurt you
5. Who do you need to thank? Kind words are important to communicate.
6. Make sure people have a daily plan.
  • Stand ups (even virtual ones) have never been more important. Use technology to stay in touch throughout the day.
  • Check-in with your people in the morning and at the end of the day.
  • Make sure people are productive and accountable for action that helps you get through the storm. Inaction will make this storm all the worse.

7. Compassion, even with tough decisions, makes it a little better.
8. Great leadership is free. Dust off the 6 Pillars of Intentional Leadership.

There is no more important time to lead. Your leadership is not defined in the good times… it is defined in how you lead through the inevitable storms. This storm will pass. Lead on…we need you!
About The Author
Renie Cavallari
Chief Instigating Officer
Aspire Marketing

Renie Cavallari is the chief instigating officer with Aspire Marketing. She can be reached at

If you would like me to talk to your team via a free Zoom conversation on how to move from scarcity and fear to resilience and power, please reach out to me at . We are here to help!

Check out The Little Guide to Shining here. 

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