Insights by Resigned Author (89)
COVID-19 has created quite a few buzzwords and key phrases that we'll always associate with 2020. Pivot, unprecedented, social distancing, and new normal, are just a few of them. In the hotel industry, contactless hospitality is the talk of the town in 2020.
Congratulations! If you are reading this and still have your properties operating at some level, you've survived the first wave of COVID-19 and the economic recession/depression that has accompanied it.
Around the world, people have become increasingly invested in discussions surrounding "the next normal" because, as we know, 2020 has been anything but 'normal.' As global communities continue implementing measures to mitigate the continued spread of COVID-19 and, hopefully, get ahead of the pandemic to protect already fragile healthcare systems and declining economies, we face a period of drastic change.
Fast forward to the year 2021. You've just arrived at your hotel following a long flight. Using your smartphone, the check-in process is relatively seamless, and you make your way through the lobby towards your room.
In many ways, the hospitality industry is founded on high touch interactions. Beyond the obvious appeal of an ideal location, the experience of a new culture, or a momentary 'pause' or escape from everyday life, much of the guest travel experience is defined by the services they experience.
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