MIND YOUR WORDS

The hospitality sector can future-proof itself in the post-pandemic world by investing in their employees’ communication and soft skills

- SHIVANGI GUPTA, ASSISTANT DIRECTOR ENGLISH, BRITISH COUNCIL INDIA

COVID-19 has invariably changed how most of us do things, from the most mundane to the special, from the personal to the professional. Our work, family lives and leisure pursuits, including travel, have all changed irrevocably.

Different industries faced different kinds of unexpected changes and unheralded challenges. None were affected more than the travel and hospitality sector. From heightened safety norms to a range of different travel trends, this domain had to adapt at a pace like never before.

Global lockdowns have meant lesser travel. Even after these restrictions were eased and vaccination programmes undertaken at a scorching pace, organisations, and individuals remained cautious about travelling.

While travel overall took a massive hit when the pandemic was at its peak, there has been an increase in revenge travel in recent times as people, desperate to unwind, started stepping out with fervour. Of course, many chose to keep their travel destinations closer to home.

At the same time, an increase in hybrid working models and online meetings has seen work-related travel decline. Understandably, this has put the travel and hospitality industry in a tricky position. Hotels and other service providers now have to create greater differentiation and elevated consumer delight, while following the latest safety protocol and service standards, to acquire and retain their clientele.

FINDING THE RIGHT WORDS

The post-pandemic customer wants an escape from their stressful ‘Groundhog Day’ existence. They seek travel experience that allow them to escape the monotony of everyday life and are willing to spend for a better, and brilliant, service experience.