Adapting to guest expectations post COVID-19 : an analysis on five-star hotels in the Maltese hospitality sector

Abstract

Before the COVID-19 Pandemic, the tourism industry was one of the most significantly growing sectors throughout the world. The unprecedented global travel restrictions as well as regulations which establishments must follow, have caused a severe disruption to tourism. It is without a doubt that once given the opportunity, individuals will begin their long-awaited travel plans. Yet, travelling is not what it used to be and many service offerings had to be modified to deliver a safe and uplifting guest experience. Not to mention that the closure of many establishments has taken a toll on the price guests are willing to pay as well as the workers in the tourism field who have opted to move out of the industry. The research study will focus on an in-depth analysis on guests’ expectations if these expectations have changed post COVID-19 and as well as how managers must adapt to these expectations. The participants of this study are recognized personnel in five-star Hotels who have first-hand knowledge in this field. Guests staying in a five-star Hotel were also asked to answer a questionnaire to analyze their views. The data was collected and investigated through qualitative data and supported through secondary data from journals, books, and articles. The results highlight the importance of staff training and multitasking, adapting to changing regulations without altering the service offered as well as forecasting expectations to avoid any negative reviews. The collected material may prove to be significant for the future of the industry as it foresees what needs to be done and improved upon to keep five-star hotels at the top.