13/07/2020
OPERATING IN THE NEW NORM POST COVID-19
After six weeks of a Covid-19 induced lockdown, the hospitality segment is heading into uncharted territory — hoteliers are gearing up to reopen their establishments and receive guests under the new normal, which requires a delicate balance between social distancing and personalized service, the very essence of the industry.
The airline industry has been one of the first and hardest hit by the pandemic, and it is expected to leave lasting changes on the industry. Industry experts are looking at emptier planes with fewer seats and aircrew in masks, goggles and protective suits.
But getting people to board planes again could be a huge challenge. A survey by the International Air Transport Association found that 40% of recent travelers expect to wait at least six months after the virus is contained before flying again.
The restaurant dining experience is set to change in the era of social distancing with restaurants adopting limitations on the number of diners per table as well as on keeping a safe distance between tables. “Friendly service, central to the whole dining-out experience, will be replaced with staff in masks with half their faces hidden. You don’t know if they are smiling or not. It strips away the dining-out experience.
Banks will continue to adhere to safety and hygiene guidelines/measures as set out by the government even after the Movement Control Order is lifted, says the Association of Banks in Malaysia (ABM). Bank customers are more readily embracing electronic payments (e-payments) as a means to conduct banking transactions for online shopping, bill payments and other services that are available online, which reduces the need to physically visit bank branches.
For property developers with showrooms and galleries, technology will play a bigger role in reaching out to customers and potential buyers. It also used online platforms to showcase its products with most of its new projects available for viewing via virtual showrooms. Its property advisers are also available to video chat with potential buyers.
The joy of renewed business will be tempered by the dread of crowd control and social distancing in the new norm of Covid-19 retailing.
Thermal scanners will be installed at the main entrances and preparations are being made to record shopper information as part of entry requirements.
The mall operator is already familiar with disinfecting and sanitizing touch surfaces, mandating mask-wearing, providing sanitizers throughout the mall and managing take-away delivery procedures.
Virtual meetings, which staff have adapted well to, will continue even after the MCO is lifted until the situation allows for face-to-face meetings again