Op Ed Piece
Resorts and Hotels Rooms Empty, So Are the Bank Accounts of the Furloughed Hotel Workers
The news is currently dominated by reports of big businesses that are doing wrong by their workers and customers in the midst of the virus. Amazon and Walmart have come under public and journalistic scrutiny for strict and confusing sick leave policies. Hobby Lobby and Office Depot refused to close or provide their employees with cleaning supplies. During a time of such fear, loss, and uncertainty the lack of clear compassion from these companies to their workers has never been more obvious. It’s during turmoil, like now, that the purpose and promise of the hospitality industry couldn’t be clearer.
When you’ve been any industry for a long time, you can easily pick out leaders who go out of their way to show how much they care. Sandals founder and Chairman Gordon “Butch” Stewart is one of those leaders. Stewart is pledging 5 million dollars through the We Care Foundation in contribution to Jamaica’s government stimulus package to help businesses affected by COVID-19. As a native Jamaican, he’s been contributing to the economy and community of the Caribbean for decades. Stewart is also lending the use of the Sandals Carlyle property to be used to house recovering virus patients. Remaining on-brand for the resort company that pledges to take care of their people first, Stewart is providing his 10,000 employees 40% of their pay, retaining of all their benefits, and packages of essential food items to help sustain the furloughed workers and their families.
Stewart is also granting the use of other Sandals properties in the Caribbean to assist in the fight against the virus. Stewart graciously offered the Sandals Regency resort in St. Lucia as accommodations to Cuban healthcare workers. The workers are arriving on the island to aid in the ongoing battle against the spread of the virus.
Stewart isn’t alone in the industry with the battle against the virus. Other top brands have taken it upon themselves to continue offering world-class hospitality. MGM and Caesars are donating half a million pounds of food to Nevada residents. Palace Hotel Resorts are following Sandals’ example by also donating their unused food to locals in Mexico and Jamaica. Top New York City hotels have donated food locally, and are offering free housing to essential workers. Carnival Corporation, with all their cruises docked for the foreseeable future, have volunteered their ships to be used as temporary hospitals to help with non-COVID patients. JetBlue has suspended almost half of their normal flights, but are offering the use of their empty planes to transport volunteers into New York State for free of charge. Hotel giant Hyatt has announced that high ranking members of their leadership team are forgoing their salaries for the year.
But there are some sectors of the hospitality and travel industry that need to remember what they stand for and how they want to be remembered. Qantas Airlines in Australia is denying paid sick leave to their 20,000 furloughed employees. Air Canada has been accused of price gouging to profit off stranded travelers. Britannia Hotels in Scotland laid-off workers and ordered them to leave their staff accommodations at the hotel immediately, giving employees little options other than being homeless. With severe and swift public outcry, the hotel immediately backpedaled and blamed the decision on an “administrative error.” But among these stories are dozens more of hope and understanding. MacDonald Hotels heard about the initial eviction and firing of the Britannia employees and the company immediately offered them accommodations at their nearby resort. Notwithstanding that, the question is still why have many of these leaders decided against the best interests of their employees? The top reason is probably money, which is certainly the major concern for all companies. These tourism companies aren’t bringing in anything close to what is normal. No money coming in means no money out, right? On the surface, it seems reasonable. But these huge international businesses have the backing of the government in this crisis with bailouts and loans, not to mention executive leadership salaries that reach into the millions. Some have given up their salaries, as mentioned before, but most have not. Most workers in the industry work on minimum wage or close to it; they rely on their health insurance and other benefits. When you look at the lengths that some companies have gone to keep their workers safe and happy and compare that against companies who have fallen short, it’s hard to remain sympathetic to the multi-billion dollar companies that have let their workers down.
The intention is to not trash these companies. This is simply an appeal for them to be better. Your employees don’t want just words of thanks. In a normal time and place, recognition is great, but these times are not normal. The furloughed or laid off employees can’t take words of appreciation to the bank to pay their bills. They can’t use your words to pay for medical care. Whatever a company chooses to do to give help and reassurance to employees will only pay off for them in the long term. Standing by your team when times are tough is how you build loyal, hardworking staff.
The definition of hospitality is right in the name; providing entertainment and reception to visitors, guests, and strangers. In a time where we have never felt more separated, the hospitality industry at large continues to provide top-level service and be an example to all big businesses right when we need it the most.