The hospitality industry is a 24-hour, 365day flourishing service sector, employing more than 11 million people globally to
serve guests as service providers. It is a business of making guests feel welcomed, calm, and satisfied with the purpose of their visit. Hence, hospitality is often defined as a deliberate, planned, and sustained effort to gain mutual understanding between the organisation and public for meeting market demand. When it comes to sustainable effort, the pandemic has changed the world. There are many insecurities that surround us, and these have improved since we began working in hospitality. Hence, all hospitality service providers have had to rethink their systems and procedures in order to deliver the highest quality service in to attract and retain guests and upskill to meet the expectations of their guests. During the pandemic, hospitality saw a revolution in service, and the skill pertaining to it has become a must.
Digital marketing, emotional intelligence, and digital communication have played a key role in reaching out to the public, while Standard Operating Procedures (SOPs) have been updated to reflect the preventive services provided by the pandemic. To manage the team and emerge as a leader among the others, the current hospitality workforce must work on themselves to develop such qualities.
Many affiliated hospitality education and training institutes and online platforms are assisting in upskilling and reskilling the industry's workforce. We, at FHRAI-IHM, are also trying to contribute to these