HOSPA
Jane Pendlebury, CEO of HOSPA, looks at how hospitality has changed since the start of the Covid-19 pandemic.
arch marks five years since the advent of the pandemic. Gosh, how that’s flown. A chaotic, turbulent bolt from the blue – it was a period that saw the world of hospitality thrust into an unparalleled crisis as lockdowns shuttered venues, halted travel and put millions of jobs at risk. The sector’s survival through these tumultuous times was nothing short of extraordinary – and was testament to the astonishing levels of ingenuity, resilience and adaptability that truly embodies our wonderful sector. Today, we look back on how the pandemic not only reshaped the industry at that time, but how it has spurred profound, lasting changes that have redefined hospitality’s future.
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The ‘new normal’: an operational evolution The challenges posed by the pandemic led to a dramatic overhaul of operations. Many of the measures initially adopted out of necessity – such as contactless payments, at-table ordering, remote check-ins and more
– are now permanent features of a modern hospitality experience. Even QR codes, once dismissed as a gimmick that would never catch on, have become indispensable tools for menus, customer feedback and even payment processing as people – having embraced these things by necessity – have continued to engage with them. Sustainability, too, has become a key operational focus. The shift towards eco-friendly practices, such as minimising energy-intensive aspects of housekeeping and introducing more energy-efficient technologies in support of operations, has not only reduced costs but also appealed to increasingly environmentally conscious guests. Operators have recognised that integrating sustainability into the day- to-day management of a hotel is essential to staying competitive and relevant in an evolving society.
A new way of working
The workforce within hospitality is another aspect that’s undergone a radical transformation. The pandemic demonstrated the importance of flexibility, with hybrid
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FIVE YEARS ON
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