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The future of hospitality | Responding to the challenges, seizing the opportunities
Focus on operational 
agility to navigate 
uncertainty
COVID-19’s impact on the customer 
experience in the hospitality sector is 
undeniable. Its impact on organizations’ 
operational realities can’t be understated 
either. And with the road to recovery likely 
to be a bumpy one, as the world deals 
with the ebb and flow of coronavirus 
infections, organizations that can maintain 
operational agility stand to be better able 
to navigate the uncertainties ahead. Embrace an agile workforce 
and supply chain
Organizations in the business of 
hospitality will need to rethink their 
staffing needs in a world of physical 
distancing and fewer customers. The 
new normal may no longer support pre-
pandemic staffing levels, and companies 
may need to look at reducing staff or 
reassigning employees to other roles 
(e.g., organizations may need more 
cleaning staff than before).