Before, During, and After: How the Hospitality Industry has Reacted to the Pandemic

 

The hospitality industry revolves around interpersonal interactions—or so it seemed. Marti Winer, Vice President of MGM Resort Events Production, spoke with Experiential Experts hosts Lorre Crisswell and Holly Zalenski about how the industry has changed since the pandemic.

One significant business change is slower decision-making, partly due to the need for flexibility. For example, businesses may not be able to commit to the number of people attending an event or decide whether there will be a virtual option until right before the event. Thus, flexibility is key for the industry.

Customers have mixed, heightened emotions, so the hospitality workers need to meet them at their level. “Everybody’s answer is the right one for them. And we need to accommodate that,” Winer emphasized. She added that everyone had a remote and the option to change the media around them throughout the pandemic, which is not the case with live content.

“The whole shared experience of watching something simultaneously and participating in the rise and fall of emotion, or learning, etcetera, is on that we will really have to take into account in that customer experience as we start to really curate and orchestrate what upcoming events look like.”

The pandemic did result in positive changes for hospitality as well. Ubiquitous content access created thought and geographic diversity. Additionally, the pandemic revealed that current workers persevered and showed they have true dedication and passion for the industry.

Follow us on social media for the latest updates in B2B!

Latest

mastercard emv magstripe
How Card Issuers and Merchants Maneuvered One Year of Mastercard’s Magstripe Phase Out
August 13, 2022
Coming up on one year from the official announcement, retailers and card issuers rejoiced at Mastercard’s announcement that by 2024, issuers will no longer be required to use magnetic stripes on their Read more
DeLorean is Back…Actually They Never Left Us!
August 12, 2022
The forthcoming debut of the latest DeLorean iteration is discussed on the latest episode of “Are We There Yet?”. Host Grant Harrell talked with the automaker’s Chief Marketing Officer, Troy Beetz, Read more
How Teach for America Brings Diversity in Education to Houston Schools
August 12, 2022
Teach for America has been a cornerstone in creating more educators for the nation. The nonprofit founded in 1989 operates in more than two dozen regions across the country and introduces commitment Read more