In this episode of the Suite Spot, we discuss the stories and sentiments that we have been hearing from our hotel partners across the country who have been impacted by COVID-19. Host Ryan Embree is joined by Client Success & Operations Manager Edwin Pomales to discuss how his team has evolved their conversations with our partners to support hotels along the path to recovery. Ryan and Edwin share the proactive steps hotels should be taking to instill traveler confidence and comfort in their property’s response to COVID-19. They know that every hotel’s situation is unique, but with strategic action planning and careful crisis communication, hotels can gain a competitive advantage on the road to industry recovery. Edwin also shares his thoughts on how his team plans to adapt to this “new normal” that hoteliers and travelers alike will begin to experience. If you are looking for help or insight with a recovery plan for your hotel call or text us at 407-984-7455. Suite Spot Podcast · 49 - Client Success During COVID - 19 Episode Transcript Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio. Ryan Embree: Welcome to Suite Spot where hoteliers check in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone welcome to another episode of the Suite Spot. This is your host, Ryan Embree, continuing to give you some content from my home office here in Orlando, Florida. Hoping everyone out there listening is safe and healthy. We're going to be continuing our COVID-19 podcast series. We've covered a lot so far during this time, we've covered leveraging social media and communication, we talked about the top five things to do during a crisis, and we talked about, most recently, about reputation management. So if you've been following along, we are going to continue our COVID-19 series and with me today, I'm going to bring in Edwin Pomales who is Travel Media Group's Client Success and Operations Manager. At Travel Media Group, since this crisis we've had a lot of communication with our hoteliers at every single stage of this. So I thought it would be a really good idea to bring Edwin on and kind of discuss, you know, what we've been hearing from our hotel partners and what type of advice we've been sharing to try to generate some ideas for you, the listeners, the hoteliers, to implement at your property to get us ready for that recovery that we've been hearing so much about. I'm going to go ahead and welcome Edwin to the Suite Spot. Thanks Edwin everyone for being on. Edwin Pomales: Hey Ryan, thanks for having me. Definitely happy to be here today. Ryan Embree: Absolutely, Edwin. So let's jump right into it. Your teams are in constant contact with hoteliers through this entire process from the beginning of COVID-19 to now as we start to see ease on restrictions and we start to see maybe that light at the end of the tunnel and that recovery phase. I'm wondering how has COVID-19 impacted your team's interactions with Travel Media Group's hotel partners? Edwin Pomales: Ryan, it's interesting because over the years we've definitely worked hard to build strong relationships with all of our clients. We really do pride ourselves on being a proactive team and try to stay in tune with the goals and the challenges of our partners. You know, when I say proactive, you know a lot of customer service departments are more reactive, right? You have an issue, you reach out to them, they try to fix the issue for you. Where at here at Travel Media Group with my Client Success Team we're actively reaching out to our clients and game planning with them, figuring out what, you know, based upon what time of year it is or what their goals are at that time. Really trying to figure out how to execute. So with COVID,