Abstract
The COVID-19 pandemic has significantly disrupted the global hospitality industry, posing unprecedented challenges to hotel operations, customer engagement, and service delivery. This study aims to analyze how the hotel industry in India has demonstrated resilience and adapted to the new realities brought about by the pandemic. Focusing particularly on the post-COVID period, the research investigates the strategic measures adopted by hotels to recover from the crisis and align with evolving consumer expectations. A key focus of this study is the youth demographic, primarily individuals aged 18–24, who represent a highly influential and tech-savvy segment of the consumer base. Their preferences and behaviors provide important insights into the future direction of the hospitality sector. The study employs a mixed-methods research design, combining quantitative data from structured surveys with qualitative insights from interviews conducted with hotel managers and professionals. A total of 72 responses were collected, predominantly from urban regions in India, offering a micro-level perspective on customer preferences and industry practices. The findings reveal that hotels have widely adopted enhanced health and safety measures, including rigorous sanitation protocols, social distancing, and health screenings. Additionally, there has been a marked shift towards digital transformation, with contactless technologies such as mobile apps, keyless entry, digital menus, and virtual concierge services becoming increasingly prevalent. The pandemic has also led to notable changes in consumer behavior. The youth demographic, in particular, has shown a strong preference for contactless services, flexible booking options, localized travel experiences, and sustainable accommodations. The integration of eco-friendly practices has emerged as a competitive advantage for hotels aiming to cater to environmentally conscious customers. This paper contributes to the existing literature by offering an India-specific analysis of resilience and adaptation strategies during and after the COVID-19 crisis, with a demographic lens centered on young consumers. The insights generated can help hotel operators, policymakers, and tourism stakeholders to formulate data-driven, customer-centric strategies that enhance operational resilience, rebuild customer trust, and ensure long-term sustainability in a post-pandemic world.
Keywords: Resilience, Adaptation, COVID-19 Pandemic, Consumer Preferences, Technology, Health and Safety
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