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Introduction
As COVID-19's impacts expand around the globe, governments and corporations are primarily
concerned with the protection of their citizens. A global sell-off in equities markets is inevitable
as a result of the consequences for economic growth and corporate profitability. Because they were
among the first to be affected by the extreme weather conditions, hospitality and leisure clients are
acting fast to assess and quantify the impact on their business (Deloitte, 2020). Revenue and supply
chains will be affected in a big way, and the impact is not yet clear (Sultana and Islam, 2020). The
closure of hotels, restaurants, theme parks, and theatres, as well as the disruption of the travel
ecosystem as a whole, all have a substantial influence on tourism throughout the globe. Operators
and investors are working together to reduce cash flow and working capital difficulties, and to
keep in close communication with their stakeholders and other stakeholders (Deloitte, 2020).
As a result of the current epidemic, it is difficult to anticipate the long-term repercussions on social
and economic life. Emerging market and developing countries with large informal sectors, which
account for around one-third of their GDP and 70 percent of their total employment, will be
particularly hard hit by the global crisis in terms of both humanitarian and economic terms (Sultana
and Islam, 2020). Around the world, civilizations are under lockdown, and individuals are
instructed to observe social distance and stay home. The fact that we are social beings means that
we may be harmed by our own solitude. Due to declining revenues, several well-known firms have
gone bankrupt.
Importance of e-commerce
Recent advances in Internet technology have boosted e-complexity Commerce's and progress,
while also expanding its reach. It is now widely accepted that e-commerce will drive the expansion
of the hospitality business and that this platform is easily embraced (Khan et al., 2021). Hoteliers
are attracted to this business platform because of its logistical assistance and ease of interaction
with customers over the internet.
Hotels throughout the world saw their occupancy plummet to almost nil as the coronavirus
epidemic began. As a result, hotel chains were compelled to experiment with new techniques and
technology in order to generate revenue and sustain cash flow. As a result of the epidemic, the use
of e-commerce has been increased. It is possible to improve the performance of innovation, brand
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awareness, and safety by improving the use of information and communication technologies (Khan
et al., 2021). The hotels can benefit from all of these.
Live promotion
Service sectors, such as the hotel and tourist industries, have been radically altered by social media.
Web 2.0's development has created online social spaces that allow companies and Internet users
to communicate in real time by generating and exchanging information. In addition to social
networking, social media offers low-cost and efficient administration of online information
exchange and connections, including consumer-generated content regarding goods, brands,
services and concerns and travel-related trip information. Companies have additional chances to
reach customers and sell items by using social media. During the epidemic, social media
promotions have become the norm for many firms. Since late January 2020, prominent video
platforms Douyin and Kuaishou have attracted between 100,000 and 500,000 new followers in
two-week intervals (Phan, 2021). A growing number of hotels and resorts are turning to live
streaming as the newest form of entertainment on the Internet. Celebs are frequently used as tour
guides to showcase hotel or resort services and the newest deals. Hotels surveyed in this study are
following this trend, according to the findings. Via networking, viewers may converse and
exchange ideas via live broadcasting. From food preparation in the kitchen, to hotel room tours, to
wedding displays performed in banquet halls, a wide range of hotel operations may be streamed
live to entice hotel customers. Hotels can establish online communities and generate meaningful
debates about their products and services by using popular live-streaming platforms.
Event facial check-in services with AI temperature checks
For hoteliers, artificial intelligence (AI) has shown to be a valuable tool. Facial recognition
software, for example, may make check-in and check-out easier and more efficient for hotel
customers. As a result of the integration of 5G technology, artificial intelligence, and live
streaming, hotel guests may benefit from a real-time, personalized service networking system
based on real-time data (Nicole Martins Ferreira, 2018).
The COVID-19 pandemic prompted facial recognition hardware firms to create a solution for
noncontact body temperature sensing and facial identification in order to fulfil the urgent
requirement to contain the virus in a timely manner A number of hotels in world have implemented
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such a system. Hotel staff and customers benefit from this technology since it not only decreases
the danger of cross-infection, but also increases traffic efficiency.
Global presence
In order to enhance their operations, manage their inventories, and maximize profits, hotels rely
on ICT systems to do so. In-house administration and electronic dissemination are facilitated by
their systems. In addition to processing bookings, property management systems (PMSs) integrate
front office, sales, planning and operational tasks through administering hotel inventories. Further,
PMSs link the front office with the back office, and improve the activities of managements like
finance and accounting, forecasting, planning, marketing research and yield management, payroll
and people, and buying, to name just a few. Since hotel chains can use a PMS to plan, manage and
oversee their properties, it makes sense that they would profit more from using one. As part of
their distribution and marketing activities, hotels also heavily rely on ICTs and the Internet.
Individual customers and the travel sector must have access to correct availability information, as
well as simple, fast, affordable, and trustworthy means to make and confirm reservations.
Personalization
Virtually every online retailer takes use of customization. Because you loved... sections are
available on Amazon, eBay, and ASOS.
Personalization is also a part of the online strategy of the hotel sector. ShinyStat is one of several
visitor monitoring systems available to hotels, restaurants, and other hospitality enterprises. Once
hospitality firms have this information, they may personalize destination suggestions, special
offers and other aspects for particular consumers based on that information. As an example, if a
visitor to your hotel's website often searches for party-friendly hostels, you might capitalize on it
by offering special specials and bargains, which would increase reservations. Personalization is a
key technique for hospitality businesses to anticipate consumer demands.
Limitations
Competition
One of the worst ecommerce drawbacks is having to fight for consumers. Even the finest niches
are competitive. So many entrepreneurs are drawn to them for this reason. As a rule of thumb, the
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more competitive a specialty, the more costly the advertising in that area are A handful of
workarounds exist. A distinctive marketing plan is the first thing you can do to set yourself out
from your rivals (Phan, 2021).
Maintain Food Safety:
Food safety is a big concern when ordering online in Covid-19. When ordering from a restaurant,
customers must feel confident in their choices and the way their food will be delivered. Restaurants
that are able to provide great cuisine and maintain food safety will have an easier time building
long-term relationships with customers. Food safety is the most important concern in this
circumstance. Food is prepared in the restaurant and then delivered to the customer's door by two
separate parties. As a result, it is difficult to determine who is responsible in the event of a food
safety incident. On this problem, all parties must work together, the restaurant owner said. Food-
processing zones must be cleaned, and kitchen staff and management must be made aware of health
and safety issues. This includes the delivery person as well as any equipment used to make the
delivery.
Security for the online payment system
Intention to purchase a thing is impacted by trust. Customers are therefore attracted to internet
security since it is highly effective. This has a favorable impact on the behavioral intention of
consumers to purchase the items. Cybercrime and other forms of online crime are on the rise due
to the growth of e-commerce. In the EU, more than 87 percent of people have experienced online
theft of money or personal information (Nicole Martins Ferreira, 2018). Cybercrime is difficult to
detect due to the fact that the Internet masks its objectives. Businesses and customers are both
affected when they lose money due to cybercrime when they make transactions on the Internet.
Sometimes corporations and individuals are afraid of their public reputation and do not want to
provide a report. These cybercrimes occur when customers make purchases from fraudulent web
pages, make internet transfers, etc (Nicole Martins Ferreira, 2018). some other limitations are
- Some consumers prefer face-to-face interactions.
- It takes too long to provide an item to a client.
Certain perishable products, such as milk and fruit, cannot be ordered online (Net, n.d.).
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Recommendations
Despite the fact that the epidemic began a year ago, the world economy is still suffering due to
social disconnection and a huge shift in lifestyle. Thousands of physical storefronts must be closed
by retailers, and malls are vanishing (Fletcher, 2020). Online retail, on the other hand, has achieved
its pinnacle during this time period. Businesses from a wide range of industries have benefited
from the change. eCommerce has had a profound influence on the hotel sector, and it's impossible
to mention all of them here. As hoteliers, we must learn to embrace and be adaptable in the face
of this rapid technological progress.
Virtual reality
VR/AR is quickly becoming a regular aspect of everyday life, most notably in the world of e-
commerce. Take IKEA, for example. With their smartphone's camera, users may place virtual
furniture in their own houses using IKEA's Place application (Fletcher, 2020). For consumers to
evaluate whether or not a desk, chair, table, or shelf will work in their house, they may virtually
install them there. In the hotel sector, it's a popular software that boosts ecommerce by allowing
customers virtually experience items before they buy them.
In recent years, hotels have begun using virtual reality (VR) technology to allow its customers to
"virtually" tour the hotel's surroundings from the comfort of their own homes. Curiosity is piqued
in customers, and online purchases are generated simply. It was originally embraced by tech-savvy
hotels, who set themselves apart from the competition by being up-to-date and technologically
advanced. How do you catch up? Make sure you're up-to-date on the newest technology,
incorporating it into your everyday business operations, and embracing it as a part of your
company's culture. " Eventually, you'll realize that you're the one creating the trend, not the one
following. In the middle of this epidemic, a new trend in hospitality has emerged: contactless hotel
experiences with cashless payment. In order to be the best in the industry, you must have the same
confidence and patience as a business person. In spite of the fact that it doesn't always guarantee
success, the experience and information you gain along the road are invaluable.
Big data
Analytics and 'Big Data' are seen useful to businesses in general. Market research and strategic
marketing are two areas where Big Data may be effectively used. With data analytics, you may
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make business decisions and gain research insights, as well as gain analytic insight, by reviewing
massive amounts of data in a user-friendly manner (Fletcher, 2020). Big Data services have
become more affordable and more efficient as cloud infrastructure enhancements and hardware
upgrades have been made. For organizations, these technological advancements give enormous
potential to exploit data and gain an advantage over their competitors.
Adopt cloud technologies
Today, remote working is the standard. Even a people-centric business-like hospitality is seeing a
surge in telecommuting because to technological advances. They may be able to run their hotels
without ever setting foot in the building. All of their activities may be controlled at any time and
from any location using Property Management Systems that are cloud-based.
It's true that PMS systems are not a novel concept. They have been used by hoteliers for many
years. But in contemporary times, this system can provide even larger benefits than it did in the
previous century. Examples of this include mobile concierge applications, which may be used to
engage guests without having to speak to them directly, from check-in through dinner and service
orders and everything between (Fletcher, 2020).
Conclusion
COVID-19 has impacted every aspect of economy, because of social distancing and lockdown
hospitality industry is facing downfall. In this situation, there is only e-commerce which can save
both the economy of the world as well as the health of individuals. In the hotel industry, there is
always room for improvement in terms of your digital presence. Any change you make to your
website, no matter how little, may have a significant impact on traffic and client numbers. And
don't forget to keep track of any little modifications you make to your website over the course of
time. It is a dynamic process that adapts quickly to new technology and market trends. With the
appropriate use of technology the negative effects of COVID and its after shocks could be resisted.
Reference list
Deloitte (2020). Impact of COVID-19 on the Hospitality Industry. [online] Deloitte Netherlands.
Available at: https://www2.deloitte.com/nl/nl/pages/consumer/articles/impact-of-covid-19-on-
the-hospitality-industry.html.
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Fletcher, D. (2020). E-Commerce Industry and The Impact of COVID-19. [online] blog.clear.sale.
Available at: https://blog.clear.sale/the-impact-of-covid-19-on-the-e-commerce-industry.
Khan, K.I., Niazi, A., Nasir, A., Hussain, M. and Khan, M.I. (2021). The Effect of COVID-19 on
the Hospitality Industry: The Implication for Open Innovation. Journal of Open Innovation:
Technology, Market, and Complexity, 7(1), p.30.
Lightspeed HQ. (2021). Exploring the Advantages and Disadvantages of Ecommerce. [online]
Available at: https://www.lightspeedhq.com/blog/advantages-and-disadvantages-of-ecommerce/.
Net, H. (n.d.). How Has Technology Changed The Face Of Marketing In Hospitality Amid Covid-
19? | By Varun Khanna. [online] Hospitality Net. Available at:
https://www.hospitalitynet.org/opinion/4104483.html.
Nicole Martins Ferreira (2018). 20 Ecommerce Advantages and Disadvantages You Need to Know.
[online] Oberlo. Available at: https://www.oberlo.com/blog/20-ecommerce-advantages-and-
disadvantages.
Phan, A. (2021). eCommerce impacts in the hospitality industry. [online] CiHMS. Available at:
https://www.cihms.com/en/ecommerce-impacts-in-the-hospitality-industry/ [Accessed 6 Aug.
2021].
Sultana, S. and Islam, A. (2020). FACULTY OF EDUCATION AND BUSINESS STUDIES.
[online] . Available at: https://www.diva-portal.org/smash/get/diva2:1526109/FULLTEXT01.pdf.

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