As we start yet another new year amidst these unprecedented times, the hospitality industry is keeping its fingers crossed to welcome the new year with a reasonable and well thought out approach to sustain in the business for the foreseeable future. The hospitality industry was one of the hardest hit sectors due to the pandemic which had put big question marks on the sustainability and survival of many businesses; and it still pretty much is in the woods with the new omicron variant sweeping nation after nation. But the industry has adapted newer methods and the new enhanced approach has helped them in building trust and traffic during the difficult times.
The year 2021 was no less than a roller-coaster ride for hospitality wherein brands made all kinds of efforts to secure business through innovation and best practices. Some trends which left their mark were as below, hopefully in the coming days, the scaled/improvised versions of these trends will play a big role for the benefit of the industry.
Virtual Tours- a reality
‘Digital’ is the new destination; and people are already seeing advancements daily with regards to metaverse, crypto and blockchain technologies. Experiencing the facilities and services of a tourist destination through virtual reality was the right step in the direction of changing the dynamics of marketing in hospitality industry. The VR concept of allowing people to live the experience before setting a foot in the property has increased traction and bookings for many as a 360-degree virtual tour enhances the USPs of the hotel and its luxurious amenities. Virtual tours have also helped in sealing the deal as guests get a better perception of what they’re being offered.
Hygiene and Safety first
Safety and hygiene have always been important aspects to focus on in the hospitality industry. Post pandemic it has become a non-negotiable element. The keywords on everyone’s mouth after the pandemic are sanitization, social distancing and covid appropriate behaviour. For a high contact business like hospitality, hygiene starts with the staff and the staff needs to be aware, educated, trained and empowered with guidelines, protocols and practices to make the experience safe and comfortable for everyone. Other key trends were advanced santization & purification techniques, digital menus and minimising contact through room service or more private set-ups.
Saying Yes to Contactless Payments
Another practice that gained momentum during the pandemic has been contactless payments. Pre-payments, online payments, mobile wallets, tap cards etc. were some of the modes that were used to minimise human contact during the payment process which has made it more comfortable, safer and faster. Contactless payments were always very popular with millennials and GenZ but the pandemic has made it a preferred choice for the older generations as well.
Domestic Travel – The new frontier
Everyone had seen the footages of heavy crowd in domestic tourist destinations in India like Himachal, Kashmir or Goa which recently had gone viral. With restrictions on travel to other countries, pent up demand and general concerns, domestic tourist destinations have seen a sudden surge in footfalls in the past 2 years. India with its beautiful platter of geographic variety, cultures and rich historical heritage in different parts of the country has something to offer to every traveller. A staycation in a familiar & safe surrounding can help you relax, unwind and enjoy the local adventures without much worry.
An Organic & Local Approach
The welcome push for ‘make in India’ and the increased need to be ‘atmanirbhar’(self-reliant) found a new meaning during the pandemic; this gave rise to businesses opting for organic and local materials. This has helped local economies to grow and absorb the impact of the pandemic as well.
The increased demand for organic and sustainable substitutes encouraged the hospitality industry to adopt these new and eco-friendly trends. The mindful approach of using minimum resources and to the best of their capability enables tourist destinations and hotels to showcase the destination’s full potential in best possible way.
Listening and being quick on the feet
I think there has not been a time in the history which had seen ‘change’ in such rapid way like the hospitality industry has seen in last 2 years. When change is the only constant, it becomes extremely important to keep your ears close to the ground and be quick on your feet to adapt. Listening to what the customers have to say through social listening and feedback systems are more critical than before to understand the changing needs & preferences. Once you know what the customer thinks is important, you can adapt yourself and innovate accordingly. Only the nimble and flexible can walk a slippery path.
These key trends activated in the past two years are promising to the industry as they have proven to improve the quality of experience and business in a post pandemic world.
Source: ET Hospitality (https://hospitality.economictimes.indiatimes.com/news/speaking-heads/promising-trends-in-the-hospitality-industry-to-look-up-to-in-2022/89046720)
