Rockbridge’s property leadership has gone above and beyond during the pandemic. “Our GM community and their staff have shown tremendous flexibility since March,” Merkel said. “The teams are small but extremely passionate and engaged. With limited staffing and fluctuating occupancies, they are filling in wherever they are needed. You will find them checking in guests, folding laundry, mowing the grass and picking weeds, setting up and breaking down wedding events with skeleton teams, and inspecting rooms.”
He continued, “We even have one GM that puts on his chef whites daily, serving a dual role as GM and executive chef since March. They are doing this during a time when they are not only working longer and harder, but also providing even more attention to daily/weekly tasks, as well as being the best champion for their teams and guests. They truly are an inspiration.”
Providing for staff
In March, all GMs were faced with the difficult task of laying-off/furloughing staff. At one property, the GM personally delivered the news to each employee. He recognized many of the staff members faced significant hardships and decided to take it upon himself to raise funds and get donations from the property’s vendors so he could provide food to his team members. He was able to provide food for more than 120 employees. He feels a strong connection to his team members and felt it imperative that he help during these times.
“Many of our GMs also recognize how hard their staff is working… and have encouraged time off to ensure the well-being of their team,” said Merkel.
Providing for community
“We have seen numerous acts of kindness from our properties wanting to show their hospitality to the community,” the CEO said. “In the beginning, many donated food, including one that prepared bagged breakfasts and lunches at the hotel for essential workers.”
As months stretched on, this kindness has continued through a linen drive to support local homeless shelters that had an influx of residents due to the pandemic, as well as a toiletry drive to help in-house guests who were evacuated from their homes due to Hurricane Laura. These residents stayed at the hotel for more than a month and were evacuated with short notice. When they arrived, many did not have basic toiletries. The hotel team stepped in to personally donate toothpaste, soap and other necessities to these guests. They set up a table in the lobby for anyone to take what they needed.
Providing for guests
“All GMs are finding ways to connect with their guests during these times; it is core to their DNA,” said Merkel. “When many hotels were closing in March, one hotel had a guest who had to quarantine. He was an international traveler who did not have any local relatives or friends to care for him. The hotel continued to shelter this guest despite its closure and to make sure he was taken care of throughout his stay including providing daily meals to his doorstep.”