Discretionary spending has suffered, and spending patterns have changed. Understanding and responding to consumers’ changing behaviours will be essential to 
the recovery of the hospitality sector. Organizations will need to reimagine the customer 
experience and re-engage with customers to build and maintain their trust. At the same 
time, they will need to improve their operational agility and financial resilience to navigate 
the uncertainties of doing business in a world wracked by pandemic. In this report, Deloitte explores some of the ways the COVID-19 crisis has changed 
consumer behaviours and what this could mean for the hospitality sector. We also look at 
opportunities that can enable restaurants, hotels, casinos, sports organizations, and other 
hospitality organizations to adjust to our new normal, recover, and thrive once more.