Thu Hien
Title: Health and Wellness in post-COVID environment in the hospitality industry
Health and Wellness have clearly become significantly more important for the post-COVID environment in the hospitality industry. Do you think this trend will continue after the pandemic is over?
First, it is important to recognize that it maybe a while before the effects of the current pandemic are diminished to a very minimal level. Even when that happens, it is unlikely that for a considerable period, the comfort level in societies regarding infection prevention, cleanliness, social distancing etc. will go back to the pre-pandemic levels. It is more likely that many of the precautions such as sanitization, control of internal air quality, and other measures will become norm in within the hospitality, travel, and tourism industry. This type of situation is not unique, however. Whenever there is a major change (e.g. crisis or technological innovation such as online booking of hotel rooms; wifi everywhere, smart phones with GPS capability) initially there are changes in service offerings at the premium levels. Over time, many of these changes become part of standard service offered by different companies. So, we should expect that many new services such as enhanced cleaning will become part of the standard operating practice in the hospitality industry as time goes by
Khau Lien Kiet
Title: Travel, tourism and hospitality professionals in post COVID pandemic world
What advice do you have for travel, tourism and hospitality professionals be become successful in post COVID pandemic world?
The COVID crisis has taught us that we should not take peace, prosperity, health, and security in the world for granted. It has also informed us that we all need to be vigilant and should constantly learn and upgrade our knowledge and skills to become successful in the ever-changing environment.
For hospitality, travel, and tourism professionals this means being mindful of the changing needs and preferences of our customers and then finding creative and innovative ways to satisfy their needs. For example, many hotels’ have quite successfully transitioned from focusing on tourists to local guests seeking “staycation” packages. Similarly, many restaurants have transitioned from in-house dining to food delivery services.
It is also important to recognize that core components of “hospitality” which means “serving others” is fundamental human need, regardless of the context. In fact, the value of hospitality and kindness towards customers and guests have even higher value during times of crisis.
Finally, I believe it is very important that hospitality, travel, and tourism industries embrace the advances in science (computer science/AI, robotics, health, wellness and biological sciences, and others) to develop innovative approaches to serve customers to become successful.