COVID-19 brought the hospitality industry to a grinding halt, making it one of the hardest-hit industries. Just as the crisis showed signs of easing, India was hit by a massive second wave forcing several states to reintroduce restrictions, especially on interstate travel. The interstate restrictions, however, have paved the way for local tourism to gain traction.
Streamline your workforce; educate them about the current business situation and explain why, and how, they should be transparent.
Against the backdrop of the hospitality industry reopening properties to travelers, especially digital nomads and those who opt for long stays, the sector has evolved to accommodate the changing preferences and requirements of post-COVID travelers. However, industry players must strategise and plan in the right way to avoid pitfalls in the event of any future crisis.
A mere blanket assumption that something will or won’t work in the long term isn’t accurate and can end up backfiring. The pandemic has transformed numerous aspects of the industry and some of them are likely to remain even after the crisis has passed.
The challenge is to pinpoint what will and won’t work during such volatile times. That said, here are some things to bear in mind while planning:
• Plan for the next three months. Planning too far ahead might end up not working in your favor and less than that will leave you unprepared in the face of any adversity.
• Recalibrate your targets and goals entirely according to the current scenario. Most businesses in the hospitality industry don’t have much in the way of cash flow so it’s best to restart the cash flow. Focus on improving the numbers gradually.
• Your workforce is another crucial element to streamline. Educate them on the current business situation and be transparent. Maintaining clarity with the teams will help build trust between the organisation and its workforce.
• Ensure that the primary focus is on your policies, your communication, and your target group.
DO THOROUGH RESEARCH
The importance of thorough research is often underestimated. Research plays an instrumental role in ensuring a business’s preparedness, particularly in scenarios such as the ongoing one.
At a time when various state governments are announcing multiple SOPs coupled with those put out by the central government, ensuring that your business is updated on the latest regulations and guidelines is necessary.
Apart from this, communicating the same to your audience/customers is also vital. It will provide them with clarity while letting them know the rules they need to adhere to while traveling. Staying updated on the latest information will help enhance customer service.
PAY ATTENTION TO CONTENTÂ
Overlooking the content shared on your social media platforms is, unfortunately, one of the most common mistakes made by businesses. For instance, keep a cap on the number of throwback posts you share to the pre-pandemic times. The content you post needs to evolve along with your business, in tandem with the changing times, the market scenario, how your service has transformed, how your business has adapted, etc.
If your business is a restaurant, then sharing content about home deliveries, contactless deliveries, etc., will allow your customers to see how your offerings have been enhanced to suit the situation. Companies involved in adventure tourism may benefit from conducting online workshops and content that shares how the company will function once the crisis eases.
In a nutshell, businesses in the hospitality industry must learn to pivot, adapt, and flow with the scenario whilst looking for opportunities. This is perhaps the best time to experiment.
KNOW YOUR CUSTOMER
Knowing who your customer is, and analysing their needs, can augment your business growth by enabling you to serve them better. For example, it is a well-known fact that the number of digital nomads is on the rise. A remote working setup is an excellent way to ensure your business stays afloat.
This means ramping up infrastructure and amenities – stable internet connectivity, meal packages, and substantial discounts. This will drive additional business.
Despite the vaccination drives, it is evident that it might take a couple of months more for things to stabilize which means that the number of digital nomads will continue to increase. Prioritise and build systematically while offering your customers an experience they will cherish forever.
Adopting essential solutions and evolving to match the fast-changing scenarios will allow businesses in the industry to bounce back to normalcy sooner and thrive in the market.
