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The future of hospitality | Responding to the challenges, seizing the opportunities
Key questions for businesses
Customer 
Understanding customers’ 
needs and communicating
• How have customer expectations changed? • How do businesses evolve their ways of working/product 
or service offerings to meet new needs? • How might businesses re-connect and communicate with 
their customers? • How might businesses engage with customers with a capacity-constrained 
on-site or virtual customer service team? Cash flow 
Getting cash flow in 
order and assessing 
business health
• How can business owners accurately diagnose the current health 
of the finances and liquidity of their business? • How might businesses forecast revenue and increase demand 
for their offerings? • How might businesses minimize cost and improve cash flow? • How might businesses source and secure the financial 
support required? Supply chain
Re-organizing supply 
chain and forecasting 
future needs
• How might businesses assess the effects on our supplier network? • How might businesses maintain/improve visibility of inbound materials? • How might businesses assess shortages/problems in the 
supply chain? • How might businesses manage employee travel and product distribution? Workforce
Rethinking workforce—
capacity, capability and 
affordability
• How can businesses identify on-site work needs? Do they need to stagger 
return to work of their employees?