Hospitality Front and Centre

Delivery

This report comes in PPT.

Key Findings

People are front and centre of the services consumers want

Consumers cooped up during the pandemic are eager to get out into the world and to engage with people. While businesses in hospitality were among the hardest hit during the pandemic, they also potentially have the most to gain from recovery with human employees engaging consumers in positive ways.

Hospitality is an interconnected system of actors

While hospitality itself is a market, the pandemic shed a light on how inter-dependent businesses are and must be to create a consumer experience. Businesses must remain agile to be resilient to disruption up and down the supply chain.

Service is a crucial point of differentiation in the wake of the pandemic

The pandemic has made travel difficult for all involved and consumers are looking for clarity, assistance and above all quality and reliable service for their next trip. Service then will be extremely important for differentiation and loyalty will stem from positive experiences.

Hospitality is shifting away from mass tourism models and building back responsibly

The challenges of mass tourism models that propelled record sales in 2019 were exposed during the great pause that the pandemic created. Consumers are reconsidering the way they plan to travel in future and hospitality professionals are finding ways to create value with more responsible offerings.

Consumers and governments alike demand greener, more sustainable options

The pandemic also accelerated consumer interest in sustainable travel options. With planes mostly grounded, travel shifted closer to home and hospitality professionals pivoted accordingly. Government-driven changes will do much to influence more sustainable travel options moving forward.