60 seconds with…Wendy Burke, Director of Human Resources – JC Resorts – Rancho Bernardo Inn (RBI)

How was the re-opening of your business and how was it carried out in line with safety procedures put in place to allow social distancing?

We completed it in stages depending on the Federal, State or local department of health regulations. 

1. Golf reopened first
2. F&B – Restaurants – “take out: only opened next
3. Hotel Operations opened third
4. Spa Services opened last

How is the general feeling and feedback from your team members and your customers now the lockdown is over?

They were still apprehensive as this was new territory from the stay at home orders. Customers were very appreciative of all we were doing to ensure safety. In our region several hotels just decided to shut down for an unknown duration so guests we thankful we were open, and they could enjoy the property. 

What role has technology played in supporting your re-opening plan?

Pre informing our guests of our efforts to ensure the hotel was safe for their arrival.

With Zingle we were able to answer guest questions without face to face contact and they received a prompt response. Making it easier for guest or local customers to order “to go” food 

What market trends are you seeing since re-opening?

Since we are a group hotel the market trends have tended to be a “wait and see” approach. 

We have a large RCM – Resort Club Membership and they continue to loyal followers and committed to Rancho Bernardo Inn

What techniques have you used to build sales and re-engage customers?

Delivering a different experience for our guests from outdoor movies at the pool, Birds of Prey (Falcon) experience, developing family friendly activities. Example – during Halloween we created a special event which allowed families to decorate a Golf Cart, dress up in their Halloween costumes and cruise around the golf course stopping at different locations to pick up candy.   

What positive lessons do we need to learn from what the industry has been through?

Working together through difficult times builds a team and allows additional development of skill sets. Smaller properties need to partner with experts in the field to help maneuverer the governmental red tape. Quick action with the right information is key.  Know who to partner.

Care well for your people as they are the backbone of the hospitality industry. 

There are very few industries where you build deep, strong and lasting lifelong relationships. 

Service is at the core of what our industry does.  Care well for your employees, guests, vendors and members.   

JC Resorts website: https://www.jcresorts.com/ 

Rancho Bernardo Inn (RBI) website: https://www.ranchobernardoinn.com/