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.