– By Abhishek Biswas
The pandemic has pushed businesses across sectors to change the way they operate. Like so many industries, hospitality will also see both subtle and substantial shifts in the post-pandemic era. Some are already apparent today. It further emphasizes the changes which the big companies will have to bring about in terms of their services.
On the consumer side, if we look at, people are looking for trust, safety, assurance while traveling, including contactless check-ins and check-outs, and an added emphasis on hygiene & unadulterated environment. Consumer behaviour and eventually consumer spending have been, and will continue to be altered and business plans need to adapt to these new circumstances.
The recovery process after post-pandemic will be challenging as there is a need for trust & assurance that plays a pivotal role in enabling organizations to recover and rebuild in the near term, and thrive in the long term. Inclusion of certification to a hospitality industry would enhance the value & will help in reopening of establishments to a return to some degree of normality. Consumers need to trust that organizations are taking sufficient & appropriate action to protect their health. Every hospitality-sector business will need to actively engage with consumers and communicate the steps they’re taking to keep customers and employees safe and demonstrate how they’re living up to those commitments at every point of interaction.
They will need to respond and adapt to consumers’ changed behaviours and expectations. And they will need to manage the operational and financial implications of doing business in the new normal. Those that do so effectively will be well positioned to overcome the challenges and seize the opportunities that are emerging in a changing business environment.
Companies that adapt their offerings to reflect changing preferences and behaviours demonstrate their desire to listen, understand, and respond to their customers. In the near term, this can help deepen consumer trust in the organization, fostering the kind of bond that can drive future growth and success. Consumers will remember the brands that paid attention and “took care” of them.
In a world where the competitors are increasing, certification offers hope about the credibility, validation of services, increased marketability, improved reputation, trust and confidence among consumers. Providing assurance should be the purpose of certification as it represents a third party stamp of approval that a product, service or system conforms to specified standards. It can enable companies to enhance their reputation and open up new markets, or simply ensure that they are able to operate.
(The Writer is Founder at Sattvik Council of India, world’s first and pioneering vegetarian food and lifestyle standard development organisation….)
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