How does the hotel industry need to reshape operations post covid-19?
COVID-19 has created a sea of change in the Tourism and Hospitality industry, leading to a sharp reduction in outbound travel from the country due to the closure of nearly 90% of international airports across all major cities and the same kind of situation in other countries. Due to this, small and medium-scale hoteliers and other stakeholders in the Indian Hospitality Industry had to face several challenges leading to the COVID-19 outbreak.
Well, given all these requirements, the HOTEL & RESTAURANT INDUSTRY is one of the TOPMOST SERVICES INDUSTRY IN THE WORLD. It is the provider of choice for millions of people to experience welcome, comfort, desired amenities, and services at any time of the day or night. It has always been an industry that has served as a host to humanity to delight people with conveniences offered in comfortable surroundings.
The hospitality sector is one of the core sectors of the Indian economy that is growing with considerable impetus across all segments. The industry has been experiencing growth in double digits both in terms of room nights sold as well as revenue. The sector was led by the emerging classes of travelers who are the next wave of consumers who are not only looking at price alone but are also paying attention to comfort, quality, hygiene, variety, and services offered. The Indian market for this industry is fast evolving and following the next wave of demand-driven consumption through supportive structures such as improving infrastructure and industrial policy interventions.
The Opportunities in the Hospitality sector range from chefs to all hotel personnel, Air hostesses, and many ancillary industries. Apart from this, employment opportunities also exist in Cruise lines, Airline Catering and Cabin Service, Food Production, Bakery and Multiplexes, Health and Wellness, Institutional and Industrial Catering, Retail sector, Event Management, Tour Operators, Travel Agencies, Government sectors like Army, Air-Force and Navy, Railways sectors, etc.
The hotel industry has gone through a seismic shift in the past year. But occupancy has slowly rebounded in select markets and will continue to recover in 2021-22. As hoteliers begin the journey to a more normal business structure, they will start to reshape how they operate by addressing the demands of an increasingly diverse market of guests. As we look toward the horizon of compliance with the protocol, several points related to emerging technologies will come into play that will directly impact guest behavior and operations.
Post-Pandemic, hoteliers will be faced with managing intact clientele who will bring new demands for contactless payment methods and social distancing processes, providing the service by following all the safety measures, etc. The biggest challenge for hoteliers will be to maintain an even flow of revenue while ensuring that each guest's needs are met on time.
Don't be afraid of change.
Hotels lie at the heart of many different industries and have the potential to reshape entire industries. We think it's essential that companies reflect on how they approach their businesses through the lens of hospitality and think very carefully about how they set themselves up to cope with any potential changes that may happen. The hotel industry is in a state of flux. Things are changing quickly, and people need to understand that. You need to be willing to take a chance on something new and different, even if it is something that feels familiar. Hotel companies need to adapt by rethinking their operations and should not be afraid of the shift.
Implement new technology
Hotel industries everywhere are rethinking their strategies and products to stay competitive in the post-COVID-19 era. While some hotels are changing their guest services, others turn their attention to reviewing how they do business altogether. There are four main changes that hotels could implement to improve their operations — but only if they are confident in their technology solutions. These changes will help hotels utilize technology to provide better experiences to their guests and give back to their community.
Room Services, Food Production, Housekeeping, and Front office operations. Implementation of new technology in these like sanitization on all entry-exit, contactless payment and check-in check-out, food ordering system, use of advanced technology like UV to sanitize complete room and other types of equipment are few of them.
Create a more personalized guest experience
When it comes to the hospitality industry, traditional ways of doing things are no longer enough. Today's guests demand something more – something that improves their holiday experience. Hotel executives must transform their businesses to ensure they adapt by implementing new technologies, as customers expect hotels to wow them with new technology, exciting services, and amenities. And while the industry has innovated in all three spheres, the sector should continue to reinvent itself by focusing on customer service and marketing to generate more customer engagement. This post-Covid 19 re-imagination is about how hotels can re-imagine their operations by leveraging modern technology to bring simple, personal service to customers and better serve them with personalized information across their trips.
From social media and mobile applications to browser-based platforms and data-driven websites, hotels need to leverage the technology to deliver more personalized experiences that cater specifically to each user's profile - providing a more memorable and vibrant experience every time they visit.
Charge more for the value you're providing the customer:
We are entering a situation where the cost of providing hotel services will increase dramatically. This is because the industry will be rethinking its business model and how it provides services. Simply put, future trends indicate that there will be less cooperation and more negotiation between the guest and the hotel. More competition means more wattage available for hotels to charge their customers more. This, in turn, will mean higher prices for all customers but particularly those who are most reliant on hotels for their needs. The industry is in dire need of reform. It's time to put consumers first and shift the balance toward the customer. Instead of corporations making decisions based on short-term profitability, rules should be put in place that propels hotels better to serve their clients, both large and small. The most significant reshaping will come in how we sell Value Added Services (Vaas), the complete value-added by a hotel in combining services such as internet, phones, rooms, and food into a single package.
Conclusion:
Hotel industry leaders must re-imagine their commitment to the guest experience and capitalize on new opportunities presented by the pandemic. Highlighting key risk areas, assessing previous efforts, and engaging stakeholders are necessary steps toward implementing sustainable growth strategies. As a result, the opportunities for the hospitality industry will grow in all areas, and an aspirant looking to pursue a career in hospitality can still go undoubtedly.
