As we start to look forward to the new year, there are two key trends which we have already begun to see emerge throughout the course of 2020. Both have been driven, in the most part, by the advance of the Coronavirus pandemic – digitisation and the use of data.
However, as the industry seeks to work towards recovery, I expect each will continue to accelerate at pace. Much of this acceleration will be led by not only the increased need to prioritise a different mix of revenue streams, but also the need to continue to enhance the guest experience as the way to meet the marked shift in guest expectations.
