Tech-driven ‘new normal’ in hotels
At the second session of the Digital Conclave it was deduced that hospitality companies across the nation need to look at adopting technology for processes, while maintaining a balance with offering experiences and value to customers.
We need to understand that this is a reality that can hit us again, and hence we need to be far better prepared the next time. The payments will continue to happen through credit cards, but we are going to have contact-less check-in and check-out over the phone. There are going to be permanent disruptors, and I believe that it is now the death of the front office.
There is going to be a massive shift towards hotels making online learning for the workforce mandatory. If there is anything the industry can do to support its people, it’s to encourage them to build upon this habit and upskill themselves. The new normal is going to be so different. Encourage and invest in the workforce to help them upskill themselves to meet the challenges of the new normal.
Today, one of the biggest problems of our industry is that we need to bring confidence back in our customers. Whenever the demand comes back, we need to ensure that our customers have complete confidence and faith in our hotels and brand in terms of safety. Today, it’s a work in progress for everyone. When it comes to technology, we couldn’t have been at a better stage than today.
The second session of the 3rd edition of TRAVTALK Digital Conclave, titled ‘Hotels in the age of social distancing: Where are the robots?’ saw in attendance three big personalities from the hospitality industry covering various aspects of hotel business, while discussing the changes that the COVID-19 crisis has brought about. The panellists shared insights on what the post-COVID era would look like for hotels; focused on the education of manpower; and elaborated on operational aspects.