In an interview with Career India, Smita Jain (Director – MGLuxM & MIHB, SP Jain School of Global Management) shares her insights on how the hospitality industry has evolved significantly in response to changing consumer expectations, technological advancements, and an increased focus on health, safety, and sustainability over the past five years..
She further emphasises how hospitality businesses have adapted their models to navigate pandemic challenges and accelerated digital transformation, relying more on technology for guest engagement, marketing, and operational efficiency.
She adds, “The economy has been profoundly impacted, with the service sector, notably the hospitality industry. It's a source of pride to witness the maturity demonstrated by this sector: collaborating effectively, showcasing genuine hospitality commitments, and contributing to our society where possible. The situation has also given rise to new business models and opportunities and utilizing less productive time to address tasks that were typically postponed.”
In the article, she highlights several key trends and shifts that have shaped the industry during this period:
• Shift to Contactless Services
• Emphasis on Health and Safety Protocols
• Adaptation of Business Models
• Reshaping of Travel and Tourism
• Accelerated Digital Transformation
• Evolution of Luxury Hospitality
• Training and Talent Development
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