A smile can be seen and even heard on the phone. It can drastically improve our moods especially if we have been through a bad week at the office. Many hotel guests are used to this smile.

The challenge with COVID-19 is that now that blissful smile must also be seen behind a mask.

The hotel industry is adapting and there are alternatives to transmit that message of well-being to guests. Receptionists are now increasingly using phrases like "We missed you" or "We are happy to meet again".

This is essential to avoid giving people a feeling that they have come to a hospital.

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