We are looking in the wrong directions.
The lay off or simply firing millions of hospitality workers during the Corona crisis just shows us how much governments, institution but also many owners and guest care about us! Unfortunately - Not much!
We are the ones that provide the experience that CEO’s mumble about - most without having a clue how its done or what they are talking about. We do it. The housekeeper that was paid bad before Corona or out sourced and even paid worse now. The waiter that tried to make a living in his second job (waiter as first job is a long gone profession) and the cook sweating in the kitchen on all holidays and the weekends. We know what experience is. We experience everyday!
Billions are spend by governments to support industries but hospitality - hotels - restaurants - bars - clubs and worst hit - the event industry - are forgotten. Everybody enjoys a nice glass of wine in a restaurant, a good meal and a nice concert. We will miss that. The experience is appreciated. The staff that provides the experience - it seems not.
Now hotels start competing on ridiculous low prices. With higher cost for service, limited guest allowed and new hygiene protocols to follow this will lead to lower wages paid, less people employed, recovery postponed.
We are walking in the wrong directions.
We need to offer quality but with the current economic situation it will be difficult. Hospitality needs new ideas, concepts and most of all new owners and investors. The situation has changed and we will not go back to normal. This will have a long, long term effect. To heal the mental wounds of the lock down hospitality and events will be an important factor for recovery.
Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality and the Swiss International University earned his Master Certificate in Hospitality Management from Cornell University, USA. He has a diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.