[Skift] Dr. Suzanne Bagnera Discusses How Hotel Employees Can Welcome a Diverse Guest List
Hotels Try to Soothe Guest Concerns | Skift
During the 2017 Skift Global Forum in New York City, the brand shared Skift Magazine: Travel in an Age of Permanxiety. The term, “permanxiety”, was introduced by Skift to describe “the current state of the traveler and the consumer mindset.”
In “Hotels Try to Soothe Guest Concerns” (pg. 46-48), Dr. Suzanne Bagnera, Assistant Clinical Professor, discusses strategies that she has used to train hotel employees to better receive a diverse guest list.
“The fact that travel can be so stressful, I always thought about what we can do as a hotel, when the guest walks through our front door, to ease that, and have that sense of empathy as to where they’re coming from,” said Suzanne Markham Bagnera, a former hotel general manager at a number of properties who’s currently a clinical professor at the Boston University School of Hospitality Administration. – Skift Magazine