March 2020: Issue 2
Coronavirus Update
MWT continues to keep a close eye on developments surrounding the COVID-19 virus, as we're sure you are. These are unprecedented times for everyone.

As the scale of the Coronavirus and its impact on our industry and indeed life in general comes into sharper focus, we remain committed to offering you our full support.

This is a fast moving situation and as we know more we will update you further. We also advise you to check for latest updates on the GOV.UK website and watch daily government briefings.
Welsh Government Support Package
The Welsh Government announced a package of support yesterday worth more than £200m for small businesses to help them during the coronavirus outbreak. Read more below.
"Should My Business Stay Open?"
One of the most frequently asked questions we're receiving from tourism and hospitality members is, "Should my business remain open?"

Unfortunately there is no easy answer and will depend on personal circumstance or business decision.

Whilst UK Government has encouraged people not to go to mass gatherings, to theatres, pubs or restaurants, this has not been prohibited.

The Government is now issuing daily press briefings.
What to do if you have decided to close

It will be important that going forward we keep our information as up to date and as accurate as possible for potential visitors.

If you have decided to temporarily close or cancel an event, please do the following:

1) Update your short/long description on Guestlink (please talk to our team if you're unsure how to do this)

2) Let us know that you have made this decision via members@mwtcymru.co.uk

Below is an example of text you may wish to use on your website/Guestlink entry:

** We are now closed until further notice in line with UK wide efforts to delay the spread of coronavirus. We apologise for any inconvenience this may cause - please pop us an email or join us on social media for the latest updates and we look forward to welcoming you in the future!**
Adapting your business and your marketing
Accommodation:

Some people may still want to travel within the UK, to escape more densely populated areas of the country, or to move temporarily closer to vulnerable loved ones whom they wish to support. Some may still want a break-away, to retain a sense of normality.

Food & Drink:

People self-isolating may wish to have restaurant quality food delivered to them at home. If customers cannot come to your place of business, can you deliver? Government is to grant permission for pubs and restaurants to operate as takeaways as part of the coronavirus response.

Attractions & Tour Operators:

Can your experiences be scaled accordingly to allow for social distancing guidelines? Might virtual tours be an option?

Venues (conferences and events):

 Can smaller gatherings go ahead and be screened to those unable to attend?

  • We encourage you to consider if and how you may feasibly adapt your product / service to meet the changing needs of your customers, and;

  • Let your customers know what you are doing to keep them, your staff (if applicable), and your wider community, safe.
Further Information for Employers
Val Hawkins, MWT Chief Executive, has had a useful meeting yesterday with Avensure, who provide Employment Law, HR and Health & Safety Consultancy Services.

We recommend that you keep up to date with the latest information from ACAS

The following article may be helpful: 'Coronavirus - Important Information for Employers'

The contact is Nick Badman (Senior Consultant). If you are a business owner or senior decision maker and are affected by anything in this article, Nick can be reached via email: nickbadman@avensure.com or 07833 454008. Their main number, 0800 015 3293, can be called free of charge 24/7 x 365.
Communicating with your Customers
This can be achieved via:
  • A personal email
  • E-newsletter (if you have several customers to reach)
  • A phone call (and consider updating your business telephone answer phone message)
  • A statement on your own website
  • A statement on websites you advertise on
  • Posts on social media - or a combination of all these things.

If have decided to cancel or postpone events: remember to update Guestlink (for all event listings currently being promoted on Visit Wales, Visit Mid Wales and Show Me Wales channels.

There are many examples of tourism and hospitality businesses staying in touch, and doing it well.

You should adapt examples provided for your own customers and tone of voice. Here is just one email that we received from a well known hotel:
Example Email
I n view of the recent developments of the Coronavirus, we want to reassure you that the hotel is taking every precaution to ensure the safety of our guests and our team.

We are following the guidance given by the World Health Organisation and have implemented additional measures to enhance our cleaning and hygiene protocol. Our teams are receiving ongoing information and adapting our operating methods as required.

We hope this goes some way to putting your mind at ease, if you would like to take a break we are here to welcome you.

Should you have any questions before making a booking please do not hesitate to contact the hotel.

If your holiday plans have changed and you still want to get away from it all, why not indulge in our midweek offer? etc.
MWT - Stay in Touch
Although the MWT Cymru team is now largely working from our respective homes, through the wonders of technology you can still reach us seamlessly.

We are understandably experiencing a number of calls from members at the moment so please bear with us. If we are unable to respond straight away, please be assured that we will get back to you as soon as we can!

You can call us on 01654 702653, or email info@mwtcymru.co.uk .

Val is in close contact with Visit Wales, Welsh Assembly Government & UK Government and we will be pushing information out to members as it becomes available.
If you would like 'face-to-face' Guestlink training or support from our team and have a camera and microphone, we encourage you to download Microsoft Teams and speak to Zoe on 01654 702653 who will talk you through how it works.
If you missed it,
It contains useful information and links regarding managing cancellations and refunds, and other advice that remains relevant today:

  • If you are concerned about cash flow talk to your bank sooner rather than later.

  • It you are concerned about insurance, talk to your insurance provider and see where you stand.

  • Remind your guests to take out their own holiday insurance.

  • Communicate with your guests to provide reassurance.

  • If you have a cancellation policy in place, please review it.

  • If you don't have a cancellation policy, put one in place.


Links to previous e-newsletters will be added to the members area of www.mwtcymru.co.uk (Log in/register if you have not already done so).

E-news updates that are not opened within 4 days are automatically scheduled to be sent to you again, to ensure they are not inadvertently missed. Please therefore please check that your are reading latest advice. Updates will be numbered accordingly.
Positive News
Around the world we’ve seen positive stories of businesses and communities coming together collectively to face the challenges faced by Covid-19. 

Help us spread good news stories and positivity during these troubling times, use #RealMidWales on Facebook, Instagram and Twitter and  let us know  how your business is helping people deal with the pandemic.

Stay safe everyone.
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