As one of the worst hit sectors by the pandemic, the hospitality industry was quick to respond to global
changes. Not only did it adapt its service delivery models, but also developed new product offerings, assuring guests of safety at all times.
In addition to becoming safer, hospitality experiences have become more customised. Tech implementation and advancement has certainly aided this evolution and has not just helped salvage, but also accelerate the future.
As technological integration into the service industry grows, we must look forward to operating mechanisms that optimise cost and enhance customer experience. Hospitality brands that embraced these changes are more robust in terms of growth and sustainability.
WE, THE PEOPLE
When we talk about resilience, we are talking about people. Hospitality completely centres around its people. It is quite astonishing, and endearing, how we stay resilient in unprecedented times like these.
Over time, our perception of customer experience has evolved dramatically, reinforcing the fact that customer experience, or service offering, is as important as the product offering. People are at the heart of service.
The hospitality sector’s survival, and evolution, is correlated directly with the upskilling of its workforce
and how that translates into newer, fresher, and more personalised experiences for its customers. With leaner cost structures now in play, it will become even more important, and at the same time challenging, to bridge the gap between the talent that the industry really requires, and the current capabilities of our workforce.
TOGETHER WE CAN
It is a great opportunity for young people to learn and build futureproof skillsets and for working professionals to upgrade their capabilities. At the same time, the industry needs to make a conscious effort to recognise and invest in its people, to ensure that they have the skills required for the new normal. Only when the two join hands will we see the industry reach its true potential.
The hospitality industry is poised for significant changes as well as a strong comeback. If not for the second wave, we would have already been in the recovery phase. However, these uncertainties prove that we need to be better prepared, and we are moving in the right direction.
As the vaccination drive accelerates and businesses start recovering, the industry will move forward with all the lessons it learned throughout the pandemic.
