What recovery plans are afoot in the airline and hospitality sectors?

We’re fortunate to have direct access via our membership, and particularly the boards of SITE and SITE Foundation, to industry leaders in the airline and hospitality sectors.

We spoke with Stan Hershenow, CIS, Director, Global Sales-Intermediary, IHG (InterContinental Hotels Group), Lynn Pavony, CIS, Director of Incentive Sales, Four Seasons Hotels & Resorts, Jimmy Romo, CITP, General Manager, Specialty Sales Delta Air Lines, Inc and asked them for an update on what’s happening in their respective sectors.

zdbbxfkh.jpgSITE Foundation trustee, Jimmy Romo of Delta provided this extensive update: “All of us at Delta remain committed to providing you with a safe and clean travel experience. We are constantly evaluating the measures we are taking and working diligently to ensure we are doing our part to help slow and stop the spread of COVID-19.

We always want to make sure you have the most current information regarding everything Delta is doing to support you, our customers and our communities during COVID-19:

Delta is also taking steps to offer greater flexibility for how a company can qualify for a Mid-Market Sales Agreement (MSA). Due to the current circumstances impacting 2020 spend, Delta will use 2019 account data to determine 2021 eligibility and discount tier levels for current MSA customers. If 2020 performance qualifies a company for higher discount levels, the higher discount level will be given. Delta will not penalize customers who reduced travel in 2020 by decreasing discounts or removing them from the MSA program.

I am here for you so please continue to reach out if you have any questions or concerns. As a reminder, keep visiting news.delta.com/coronavirus for all the latest news and updates.

rdxjwqkj.jpgLynn Pavony of Four Seasons Hotels & Resorts, meanwhile, explained that, as a global organisation with properties located all over the world, the roadmap towards recovery was very much driven by the destination in which each hotel is located.

She continued “a task force is in place with support of outside experts on how to re-open/ do check-ins and service guests for many hotels, airlines etc.  The findings of this task force are just starting to be made public.

Some Four Seasons’ properties are housing first responders / medical personal. These hotels are getting first-hand experience of how conventional hotel services will need to be changed in the aftermath of the pandemic. These properties can be considered “living labs”. Many of these properties have outside agencies heavily engaged in supporting these stays.

When asked if Four Seasons’ business model will change post Covid-19, Lynn states that the hotel industry, at large, will be radically altered in terms of how meeting rooms, equipment and guest rooms are cleaned, how guests are checked in and the fact that hygiene stations will be much in evidence.


With almost 6,000 hotels on the planet, Intercontinental Hotel Group (IHG) is amongst the biggest hospitality organisations in the world. Stan Hershenow, CIS, Director, Global Sales-Intermediary, IHG shared how the company is getting ready for recovery.

“At present we’re heavily focused on developing new service delivery protocols that align with local, regional, and national guidelines. Like other hotel companies, we have gathered a group of internal leaders and subject matter experts outside the company to develop these new standards. IHG is committed to providing a safe, secure, sanitized guest experience when travelers are ready go again. 

Stan further explains that while a percentage of IHG hotels are temporarily closed, the company remains bullish on the future and see no changes to the business model of delivering “True Hospitality” around the globe. He is confident that IHG will be ready to welcome incentive groups to their luxury and lifestyle hotels when they are ready!

Finally Stan asks SITE members to “Keep the faith. This shall pass.” and invites you to view this attractive offer via link for IYFY business, providing groups the confidence needed to meet again by reducing risk and adding value - https://www.ihg.com/content/us/en/deals/b2b/meet-with-confidence

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