The covid-19 pandemic has clearly and indelibly changed how we live and travel. “The biggest issue we have with this crisis,” says Neeraj Govil, senior vice-president, South Asia, Marriott International, “is the great degree of uncertainty with the duration of the crisis.” And the industry’s biggest challenge is to reinstate a person’s confidence in travel.
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Nakul Anand, executive director, ITC, adds: “In the service industry, I have always said, every interaction with the customer is a moment of truth. Now every interaction is going to be a moment of trust. You will have to physically demonstrate that a customer can trust you.”
To up the trust factor, the hospitality industry is changing the way it operates and communicates. Check-ins, check-outs and bill payments will go online and largely be…
