We need to rethink and re-define all our experiences with the new norms: Sunjae Sharma
The expectations of the industry are soon going to change and these will be addressed by the industry leaders said Sunjae Sharma, Country Head and Vice President – India Operations of Hyatt Hotels & Resorts.
While speaking at the BW HOTELIER Breaking The Pandemic 'Getting Indian Hospitality Back... Hear The Leaders' webinar Sunjae Sharma, Country Head and Vice President – India Operations of Hyatt Hotels & Resorts spoke about the immediate stakeholders of the hospitality industry, “We need to answer certain questions -- What are the expectations of our customers, associates and owners. We need to address these expectations and look at it from a lens of care. We need to see how we can instill confidence & build trust and actually care for our customers.”
"The expectations of the industry are soon going to change and these will be addressed by the industry leaders," he added.
He revealed that most of the data and surveys show that Indians would not travel overseas in a hurry but they would want to go somewhere locally. “There are very healthy signs from the staycations perspective and we are experiencing the same at Hyatt. Our unique position in terms of size, scale and foot-print have some great results in these markets,” he stated.
As operators, the industry needs to see what it can provide and how it can leverage & monitor data. Sharma further elaborated, “We are at a stage where we know what the expectations are and now we need to deliver not only to the customers but to other parties as well.”
Sharma advised that hoteliers need to rethink and re-define all the experiences they provide, right from the telephone call of the booking till the check-out and the airport.
“We can combine all our forces, promote destination India and say that it is safe to visit. We need to win this war together from every aspect because we are in it together,” Sharma concluded.
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