If the last 12 months has taught us anything, it is how important it is to be agile, flexible and reactive to the latest challenges and trends. Technology has enabled businesses to pivot and offer new services and hunt out new revenue models in a dark period for the industry. But now we are beginning to emerge from restrictions, how do we blend technology with the human element of hospitality in a post-pandemic world? Will customers be desperate to sit at the hotel bar to order their cocktail directly, or will they sooner stick to mobile ordering for the time being? Will they be craving to receive a personal touch from the front desk upon arrival, or sooner digitally check in themselves without speaking to anyone?
We’re facing a period where some will be keen to rush back to hospitality, and others will be slowly getting used to returning to normality – what is of the utmost importance is to offer customers choices in how they use your services and communicate with you as they move forward.