1
The future of hospitality | Table of contents
• 
• 
• 
• 
•	
Table of contents
Introduction 3
The pandemic is driving changes to customer behaviour 4
Responding to the challenges, seizing the opportunities 6
Trust will be essential 7
Reimagine the customer experience 
for a COVID-19 world 8
Focus on operational agility to navigate uncertainty 13
Considerations for employee and customer health 
and safety 16
Considerations	for	effective	business	recovery	 18
A recovery like no other 20