Business as Unusual: COVID Safety Ambassadors™ Training Program Analysis

The situation: We have broadened our scope of service to offer our experienced customer service agents who worked in events to providing COVID Safety Ambassadors™ for commercial properties and businesses. When planning to reopen, our trained and certified COVID Safety Ambassadors™ are ready to assist with navigating the new physical distancing protocols and keeping everyone safe. We have pivoted to assist with traffic flow, line monitoring for elevators and reminding people about physical distancing. If needed, staff are trained to pre-screen the public for possible COVID-19 infection before entering facilities. We can consult on traffic flow patterns and set-up in common spaces and offices. More importantly, staff are trained to engage with the public, using language to incite the public to engage in the action required to keep everyone safe. What we need to do: Conduct a needs analysis on the training requirements of the "new normal" in the hospitality industry. We want to understand how to best train front line staff in the event and tourism sectors when this industry is allowed to run again. Currently live events are likely not coming back at least until the Spring of 2021 or later. Analyze our existing training by reviewing our COVID Safety Ambassadors™ program. Why this is important: Your input will help to shape the future of training material in the events and hospitality industry that will be instrumental to help employees navigate with the new normal. We currently invested in redeveloping our online training portal called Front-pro™. Our goal is to add content relevant to the industry we work in. We are looking for training growth opportunities. What we expect for deliverables: A final report and presentation, for which we will provide detailed feedback.