Hospitality and Tourism Industry Amid CO

Hospitality and Tourism Industry
amid COVID-19 Pandemic
Editors:
Professor (Dr.) Varinder Singh Rana
Dean-SOHMAT,
CT University, Ludhiana (Punjab)
Dr. Gaurav Bathla
Associate Professor-SOHMAT,
CT University, Ludhiana (Punjab)
Chef Ashish Raina
Assistant Professor-Department of Tourism & Hospitality,
Kanya Maha Vidalaya, Jalandhar (Punjab)
Eureka Publications
While every effort has been made to trace copyright holders and obtain permission, this has not been
possible in all cases. Any omissions brought to our attention will be remedied in future editions.
All rights reserved.
No part of this publication may be reproduced, transmitted, or stored in a retrieval system,

in any form or by any means, electronic, mechanical, photocopying,
recording or otherwise, without the prior permission of the publisher.
ISBN: 978-81-951936-0-8
First Edition - 2021
The moral right of the authors has been asserted.
The book is sold subject to the condition that it shall not, by way of trade or otherwise,
be lent, resold, hired out, or otherwise circulated, without the publisher’s prior consent,
in any form of binding or cover other than that in which it is published.
Published By:
Eureka Publications
(A Division of EnTo Tech Pvt. Ltd.)
India Office: 604, The Poorva, Pimple Saudagar, Pune, Maharashtra - 411027
Philippines Office: 9495, Bankal Street, Lopez Village, Batong Malake, Laguna, 4031, Philippines.
Malaysia Office: No 26, Jalan Pulau Indah, u10/53 Taman Sandaran Permai,
Seksyen u10, Shah Alam 40170, Malaysia.
Bangladesh Office: 35/2, Lake Circus, Kalabagan, Dhaka, Bangladesh-1205.
Phone No: +91-9826601628
E-mail Id: info@eurekajournals.com, editor@eurekajournals.com
Publisher Disclaimers
The responsibility for the content/opinions provided in the articles published in the present book is
exclusive of the author(s) concerned. Eureka Publication/ its editors/ associates of the book is not
responsible for errors in the contents or any consequences arising from the use of the information
contained in it. The opinions expressed in the chapters in this book do not necessarily represent the
views of the publisher/editor of the book.
Preface
The Hospitality and Tourism Industry has seen one of its biggest downturns in
history with the sudden onset of COVID-19. Travel bans and restrictions are
growing daily as the novel coronavirus continues to move into new regions and
countries. The highly infectious novel coronavirus continues to upset the
hospitality & tourism sector and raises serious questions about its present and
future survival.
This book will try to address different aspects of the hospitality & tourism
industry arised due to COVID-19 including loss of jobs, revenue impact, market
demand, recovery of the hospitality & tourism industry, safety and health, travel
behavior and preference of customers.
We are pleased to place this book before the academicians, researchers and
industry practitioners with the hope that the readers will enjoy reading this book.
We would like to welcome constructive suggestions for the further improvement

of the book.
Professor (Dr.) Varinder Singh Rana

Dr. Gaurav Bathla
Chef Ashish Raina
Table of Contents
S. No. Chapters Page No.
1. COVID-19: Impact and New Health & Hygiene Practices in

Indian Hospitality Industry
Dr. Bharat Kapoor 1-19
2. COVID-19 Pandemic: Resurgence of Hospitality & Tourism
Industry
Abhimanyu Awasthi 20-28
3. COVID-19 Pandemic: The Digitalization in Hospitality and
Tourism Industry
Kulbhushan Chaudhary, Prabha 29-42
4. The Changing Role of Housekeeping Department in Hotels
Post COVID-19 Pandemic
Manasi Sadhale 43-63
5. Ethical Concerns in Indian Tourism: With Special Reference
to Indian Golden Triangle
Prof (Dr.) Ampu Harikrishnan, Dr. Gaurav Bathla 64-75
6. Challenges and Learning’s from Pandemic Times:
A Perspective of Hospitality and Tourism Sector in India
Vincy Rana, Ashish Raina 76-95
7. Restaurants Industry after the Lockdown- Journey of a
Longstanding Entrepreneur
Chef Sanjeev Verma 96-101
8. COVID Riposte on Hospitality: Plasticity in Operations or
Dependence on Relief Packages?
Shantanu Jain 102-110
9. Assessment of Impacts of COVID-19 on Indian Hospitality
Education: A Critical Review
Pradip Kumar 111-121
10. Impact of COVID-19 on Tourists Psychology
Sajad Hussain 122-131
11. Tourism Industry in the Wake of COVID-19:
A Traveler’s Perspective
Shalini Gulati 132-137
12. Impacts on Employment of a Kitchen Steward
amid COVID-19
Mr. Subir Kumar Malakar, Mr. Abhishek Roy, 138-149
Mr. Hridyansh Vaid
13. Food Safety Standards before and Beyond Pandemic
Tarandeep Kaur 150-162
14. A Study of Impact of COVID-19 on in Room Dining of
Delhi/ NCR Hotels
Rohit Jaswal, Monalisha Dash, Chef Vikas Sharma 163-173
15. Impact of COVID-19 on Hospitality and Tourism
Sector in India
Rajwinder Kaur 174-186
16. Impact of Word of Mouth at Hospitality Industry
Mr. Parikshit Das, Mr. Siddharth Agarwal 187-195
17. Overview of Timeshare Concept
Geetika Joshi, Amit Joshi 196-209
18. The Role of Robotic Technology in the Hospitality Industry:
A Conceptual Study
Varsha Singh, Amit Tariyal, Dr. Sumant Sharma 210-219
19. Impact of COVID-19 on Hospitality and Tourism Industry
Nalini Singh Chauhan, Abhay Punia, 220-227
Ruchi Sharma, Mandeep Kaur
20. The Impact of COVID-19 Pandemic on tourism:
A Case Study on Tourist Behavior and Preferences
in Delhi/ NCR Hotels
Ms. Monalisha Dash, Chef Vikas Sharma, Rohit Jaswal 228-237
21. Challenges Faced by Hospitality Industry amid COVID-19
Pandemic
Abhimanyu Awasthi, Akshay Nain 238-250
22. Transmission Qualities and Pathogenesis of Sars-Cov-2 and
COVID-19 Infections in Humans Therapeutics & Recent
Developments in Current Evidence Reviews
Azhagu Madhavan S, Ganesan S, Maneemegalai S, 251-269
Vinayaga Moorthi P, Mahadevi M
23. Post COVID-19: Key Employability Skills Required
in Food Production Industry
Chef (Dr.) Kunal Seth 270-284
24. Response to Contactless ‘Contact’ in the Indian
Hospitality Industry
Mr. Abhishek Roy, Mr. Subir Kumar Malakar, 285-293
Mr. Hridyansh Vaid
25. A Study on the Challenges Faced by the Hotel and its
Employees and Strategies to Overcome Post COVID-19
Jyoti, Himanshu Sharma, Deepak Chhikara 294-301
26. COVID-19’s Impact on Aviation and Hospitality Industry in India
Bharpur Singh, Arvinder Kaur, Vincy Rana 302-316
27. Dauntingly Dashing Debutante on Dart during the
Depressing COVID-19 Pandemic in Hospitality Sector
Dr. Disha Khanna 317-331
28. To Study the Customer Perception and Attitude towards
the Eco Friendly Hotels in Uttarakhand
Dr. Nikhil Monga, Mrs. Mallika Bhalla 332-350
29. Amalgamating Undergraduate Students’ Perspectives about
“Internship Practices in the Hotel Industry-in India”
Rahul Chowdhury 351-362
30. COVID-19 Impacts on the World Aviation Industry:
An Analysis of Events
Bharpur Singh, Arvinder Kaur, Vincy Rana 363-375
31. Contactless Hospitality: A Work Study on the Behavior
of Hotel or Restaurant Staff towards their Guests
during the Pandemic
Saanchi, Dr. Sanjeev Kumar 376-386
32. Health and Hygiene Issues
Mr. Pulla Suresh 387-391
33. Need of Imparting Crises Management Skills in Hospitality
& Tourism Management Education: Indian perspective
Rajni Kumari, Mahesh Kumar Bairwa 392-408
34. Role of Herbs against COVID-19
Tajamul Islam, Junaid A. Magray, Shabir A. Zargar 409-417
35. Impact of COVID-19 on Indian Tourism and Hospitality
Sector
Mr. Vijender Noonwal, Ms. Amolakdeep Kaur, 418-430
Ms. Roopali Verma
36. Quantifying Seasonality in Tourism: A Case Study of
Religious Tourism of Jammu
Dr. Lateef Ahmad Mir, Dr. Bhushan Sangram 431-440
37. Impact of E-Learning on Students and Employability
in Corona Pandemic-A Study in Hospitality Colleges
in Mumbai
Suchismita Roy Indra, Omkar, Deepak, Jyoti Ghadigaonkar 441-453
38. Factors Influencing the Economic Effects of Tourism
I. M. Karthikeyan, Dr. K. Raja Alias Pranmalai 454-464
39. Immune System Might Promote Recovery for Mild
COVID-19 Patients Impact of Coronavirus on
Education in India Review
Azhagu Madhavan S, Ganesan S, Vinotha P, Uma V, 465-477
Mahadevi M, Senthil J
40. COVID-19: Ingenerate Hospitality Trends
Dr. Varinder Singh Rana, Ashish Raina, Dr. Gaurav Bathla 478-480
01
COVID-19: Impact and New Health & Hygiene
Practices in Indian Hospitality Industry
Dr. Bharat Kapoor
Department of Tourism and Hospitality,
Guru Nanak Dev University, Amritsar, Punjab, India.
Abstract
COVID-19 immerses the world in a matter of weeks, intimidating the

health and lives of millions of people. The Pandemic also extremely
impacted the Hospitality and Tourism industry across the country. Its
effect disrupted human lives and pushed the country to an economic
slowdown. This Pandemic brought fear of travel and dining out, on
every person be it a domestic or an international traveller. Lockdowns
and intra state travel ban, and the fear of being quarantined took its
toll on Hospitality and Tourism Industry. In This paper researchers
are making an effort to find out the extent to which this deadly Virus
(COVID-19) has impacted the Travel and Tourism industry in India
and also explains how our tourism sector shall cope with this
extraordinary circumstance, and establish Management and Recovery
strategies. Pre COVID-19, Hotels and Restaurants were relying on
various techniques and marketing skills for selling Food and
Beverage, but post COVID-19 the entire scenario changed and those
skills went redundant. Reinventing and innovative use of technology
is the call of the hour to breathe life into the Hospitality and Tourism
Industry. This research paper recommends that we need to be
proactive in planning as per the guests’ perceptions of the hygiene and
cleanliness in hotels as these will be the new normal and deciding
factors in the Guests mind to visit Hospitality establishments.
Additionally, a detailed study is required to adopt necessary
healthcare facilities for hotel guests and employees.
1 Hospitality and Tourism Industry amid COVID-19 Pandemic

Keywords: COVID-19, Hospitality Industry, Hygiene, Healthcare,
Pandemic.
Introduction
The tourism industry in India is one of the important contributors to the economy
of the country. Indian tourism is considered as one of the world's most viewed
outbound and inbound tourism market. The Pandemic (COVID-19) first occurred
in Wuhan, China. It then spread across the world almost covering all continents
leading to significant reduction in Tourism (Estrada et al, 2020). It started in
December 2019 and within few months spread to almost every country across the
globe. This speedy spread of COVID-19 has been driven by numerous factors
directly associated with, the growth in new technologies, Changing lifestyles and
trends with increasing worldwide prosperity and with low transport costs which
made travel Nationally and Internationally affordable .The tourism numbers
increased dramatically over the past few decades in the colonized countries of the
different part of world such as Brazil, China and India (RTE, 2020). Travelling
became easy and people travel increased (For leisure and business purposes)
which directly impacted upon national, regional and local economies throughout
the world. Tourists spending are directly associated and impacted on sporting and
cultural events, Hotels, Shopping, and local business which provide the massive
stimulus to local economies and employment. Due to COVID-19 outbreak across
the world and without the cure to prevent the disease from spreading and very
little medical interventions , all the countries reacted with different measures of
non pharmaceutical interventions (NPI),which included complete Lockdown,
Isolations, Quarantine and Social distancing measures and various other tactics to
deal with the spreading pandemic. Because of Lockdown the economic growth
came to hault, all the non essentials workplaces/Business were closed like,
School/ Colleges, Conferences, Tradeshows, Sport Events, festivals and even
Pilgrimage tourism. Bans were implemented on gathering of people limitised to a
certain numbers. Bans were imposed upon local and international travel as well
which directly affected the national economies and severely affected the travel
and tourism industry. Few sectors taken the worst hit like, travel (National/
International), Hospitality and sports. Due to continuous decline in international
COVID-19: Impact and New Health & Hygiene Practices in Indian Hospitality Industry 2
air travel, Imposing travel bans and closing down the boarders the domestic
tourism took a nose dive. The situation is bestowed. In the last few months, the
travel industry frame work shifted from travel (Dodds and Butler, 2019; Seraphin
et al., 2018) to non the travel industry, clearly shown by online journals and
research paper articles describing mainstream the tourism industry destinations in
'previously' and 'after' photos (Cond_e Nast Traveler, 2020). While a few
reporters as of now guess on "What will travel resemble after the Covid-19", with
some incredibly positive points of view beforehand having disproved (Forbes,
2020), the travel industry will rebound back as it has from past crisis (CNN,
2020).
Impact of COVID-19 in India

The tourism industry in India is one of the important contributors to the economy
of the country. Indian tourism is considered as one of the world's most viewed
outbound and inbound tourism market. In India the outbreak of COVID-19
appeared due to the international connections (International Travel History). The
first case appeared in India on 30-Jan-2020 in Kerala because of the person
visiting from abroad. In the month of March (03-Mar-2020) few more cases
reported in Hyderabad and Jaipur because of similar travel history. To put a check
on this countrywide spread, the Ministry of Family and Health Welfare enforced
travel advisory boundaries that were very parallel to the earlier pandemics, which
includes the obligation of self-quarantine rules for 14 days to all global travellers
coming to India. In addition to that, Visas were limited till 15th April for other
countries to decrease the spread across the nation. On March 22nd 2020,
Honourable PM of India Narendra Modi announced the Janta curfew, and on 24th
March Prime Minister proposed 21 days lockdown. Due to this lock down,
mobility in all the sectors decreased drastically. India responded very quickly to
the situation and closed down the international borders, which WHO praised as
“tough and timely”. Due to the lockdown, The Indian government had adequate
time to prepare to counter possible increase in cases and also develop the health
infrastructure which was the need of the hour and coming months. Lockdown was
continued for the 2nd phase until 3rd-May-2020. Because of the rising figure of
infestations from pandemic, this lockdown extended by Indian government till

May 31st-2020. India has verified 1, 90,648 COVID-19 cases, and 5,405 deaths
by 31st May, 2020. The mortality rate of India is 3.2%. In spite of the dense
population burden and limited health facilities, the Indian mortality rate is quite
less compared to rest of the world, where this epidemic is really a life threatening
disease due to COVID-19 India faced challenges on almost all the sectors
(Tourism, Hospitality, Transportation etc) as discussed in the paper.
Impact on Tourism Industry in India
The Tourism and Travel industry in India is one of the most significant supporters
of the economy. Indian tourism and travel trade is considered as one of the
world's most observed outbound and inbound market. With the spread of the
Corona virus in the nation, the travel industry got exceptionally affected (Statista,
2020). Individuals were approached to stay at home to defend themselves from
the infection (Han, 2019). This made a significant downslide in the tourism and
travel industry from domestic as well inbound and outbound travelers. As an
outcome, the Tourism and Hospitality industries activities got severely affected
throughout India .Worldwide travel and domestic travel got severely impacted.
Cruise line and Air travel featured as one of the fundamental drivers behind the
fast and worldwide spread of the pandemic (Chinazzi et al., 2020). In this paper,
we consider the numerous manners by which the COVID-19 affected our
privileges and focus on the Travel and the Hospitality industry and bring up an
issue that implies the fate of this industry. We perceive that this paper has been
composed when the pandemic threw at us a significant worldwide threat. How the
hospitality trade will undergo and refurbish in a post-COVID-19 world stays an
ambiguous thought and it will be imperative to return to the topic at a later stage.
The Hospitality and travel industry may have been most hard-hit, the business
confronting the unexpected destroying difficulties. The letter further shows that
the development and the movement business division is "starting at now standing
up to breakdown" and is "in a fight for continuance" due to the corona virus
overall prosperity catastrophe (Guevara, 2020).
India is a diverse country with has a rich heritage of natural as well as manmade
tourist spots. And it is one of the countries in the entire world which has the
maximum number of UNESCO world heritage sites. The Tourism industry is not
a single entity; instead, it works collectively. When one of the components of this
industry faces severity, the entire system sees the change. It majorly influences
the hotel, Restaurants, Transportation businesses. These all are interdependent. It
is estimated by the Federation of Association in Indian Tourism and Hospitality
(FAITH) that 3.8 crores of people are at risk of losing their jobs, which is more
than 70% of the total (5.5 crores) workforce engaged in this industry. Further, a
report from FAITH said that Rs. Five lakh crores of the direct tourism industry
and almost double from the associated commercial activity will be at risk.
Travellers are avoiding famous tourist destinations because of social distancing
norms. It is recommended that the real travel can be replaced by the virtual reality
(VR) (Cheong, 1995; Sussmann and Vanhegan, 2000).
Source: Performance outlook
 60% of the hotel owners think that it will take 13 to 24 months for their group
to bounce back to 2019 RevPAR levels
 20% of the hotel owners think that it will take 24 months for their group to
bounce back to 2019 RevPAR levels
 60% of the hotel owners think that it will take 6 to 12 months for their group
to bounce back to 2019 RevPAR levels.

Distinctive operational formation of an independent Hotel
Let’s look at the cost structure of such hotels:
Source: Hotelivate
As can be seen, more than 60% cost of running such a property is fixed. A
situation where revenues are 0 and fixed costs intact creates the question of
business continuity itself. Self-governing hotel operators don’t draw fixed salaries
to live on, the money they make is from the profits after covering costs. In a
country like India, if you are a very good hotel performer, with immense reviews,
excellent staff and a control over your operating costs, you may manage a year-
round occupancy of 55-60%. In such situation, naturally hoteliers are able to draw
profits for 6 months, cover costs for 4 months and suffer a loss for the remaining
2 months, essentially meaning the small operators are left with very little retained
earnings to drive through a phase of prolonged closure of business.
COVID-19 and Hospitality Sector
The hospitality sector is one of the world’s major employers, along with the
energy sector. The COVID -19 pandemic have formed an economic calamity that
so far has required activities that the world has not experienced earlier than
(Fernandes, 2020). In India, the hospitality sector is perhaps at a big loss due to
the COVID-19 pandemic as the demand has reduced to an all-time low.
Worldwide travel advisories, adjournment of the Visas, the inflicting of Section-
144 (prohibition against mass gatherings), India like most another nations is on
the some type of lockdown, the ramifications of which are unparalleled. The
hospitality industry India sailed steadily into January 2020, after a record year in
2019, with 2020 set to be “even bigger”. Nation initially experienced the ruffle
effects of the nationwide COVID-19 pandemic tumult towards the end of
February 2020, and intensified at the starting of the March. Occupancy athwart
hotels in key cities declined hastily and such a decline had never been
experienced by the sector in the past. The COVID-19 pandemic would have a
severely weakening impact on India’s tourism sector with the industry evaluated
an overall loss of Rs 5 lakh crore and job cuts for 4-5 crore employees. As per the
government there is a complete travelling restriction at the national and
international level juts because of that the hotel and restaurant businesses have
been impacted very harshly (AlBattat A.R.). Because the hotel and restaurant
businesses mainly dependent on the tourists. The occupancy rate of the main hotel
chains gruffly declined. As per the World Travel and Tourism Council, almost 50
million jobs will be vanished in this area worldwide because of the hotels booking
cancellations. Room tariffs have been decreased by 50%, and upcoming time is
gloomy as the virus continues to be reported diagonally in the world. The
contribution of the main hotel chains like Marriott, Intercontinental, and Hyatt has
declined near about 16%. Mobile World assembly which represent a big trade
exhibition of the information has also been cancelled. The big Companies like
Walt Disney says that there are the chances that it might loses just around $175
million just because of the COVID-19 (Creswell, 2020). Most of the big gaming
activities are either delayed or annulled to limit the crowd. Olympics as one of the
world's major sports affair have been deferred for a year.
Food & Beverage business has been influenced during this pandemic as the
governments announced lockdown and social distancing, across the globe. This
prompted a quick shutdown of Food & Beverage outlets. India doesn't have a
bailout bundle for the lodging business starting at now. While talks are on for a
motivating force for SME's and MSMEs, it will take a great deal of convincing of

Guests, for eateries to keep getting footfalls. This may not seem like a hint of
something better over the horizon for the food administration industry. The news
is sufficient to frighten, the not all are terrified of the coronavirus, to reconsider,
before they request food Online. It likewise demonstrates how powerless the food
administration part is at this moment. One of the hospitality consultancies firm in
New Delhi have mentioned in their report that the impact on the hospitality
industry will be huge and will take a lots of time to recover.
The Hospitality industry in India contribute almost 10 % in India’s GDP (WEF,

2020) which is almost nearly 275 billion US dollars and if the virus will keep on
growing at the same pace then there will be further downfall in the GDP which
will a scary situation in the coming days. One of the biggest problems with the
Hospitality Industry in India is that almost 30-40 % of the employees are working
on the contract bases or the on casual bases in the hotels. So it is imperative for
the Industry to pay them even if the hotels are shut in the future for the employees
take care of themselves at such a difficult time. The Federation of Associations in
Indian Tourism & Hospitality (FAITH), one of the significant body of the
industry, has urged the Prime Minister to give emphasis to the shocking financial
impact of the COVID-19 Pandemic on the tourism industry, seeking the
Governments interference in terms of financial relief for the industry to surge over
the crisis.
COVID-19 and Aviation Sector
The complete travel industry, particularly, aviation has been extremely hit by
COVID-19. Internationally, the airline industry ended up in debt-ridden
companies and also led to liquidation of some. As per to CAPA India, the overall
aviation movement has seen a decline of 66.8% in the last two month. Further
most of the Indian airline models do not have a sufficient arrangement to deal
with usual instability, fuel hikes; the situation of COVID-19 came across as a
shock. Many researchers and experts from industry have classified this period and
its impact on the travel sector and aviation industry, it is worse than the 9/11
attacks. Mostly employees are jobless, aircraft are in hangers, Salary cuts are
worrying and there is a huge loss per day. As per ICRA (a credit rating and
banking agency) after lockdown, the Indian aviation industry is suffering a daily
loss of Rs. 75 to Rs. 90 crore.
Once this aviation Industry kick starts it is projected that the industry will start
with domestic sectors; and then depending on approval of other countries get to
international travel depending upon the rules and regulations of every airport and
every city. There is a news that most of the airlines around Asia would probably
follow the principle of low-cost carriers and charge for everything they offer, like
Food and Beverages, seat preferences etc.
Airline companies are likely to cut their seating capacity approximately by 50% to
continue social distancing on planes, the new idea of ghost seats will be
introduced which means the middle seat will not be allowed to be occupied in
every row. This is one way to maintain physical distancing. “Operating with less
than capacity is absolutely going to be difficult for all airlines.
Impact on Event Management Sector
According to the Entertainment and Event Management Association (EEMA);

every big planned annual event has been delayed/postponed or cancelled because
of (COVID-19) outburst resulting in huge losses. This involved skill exhibitions,
leisure events (awards related to films, promotions of movies, live music bands,
comedy serials), Sports Events (Football games, other famous events related to
sports organized by private and government sectors). At present, it is hard to
estimate the accurate loss. As there are no Film shootings or promotional trial is
taking place, movie release dates are affected. Sports industry is suffering with a
huge loss due to (COVID-19). As we know that the cancellation of IPL matches
in India is a big loss, it’s around a loss of Rs 11,000 crore for the sector. Due to
cancellation of these events Hospitality industry, MICE also suffered a lot.
Foreign investment also affected, if we talk about the impact on travel. The
annual turnover of event industry in India is Rs. 11,000 crore. This keeps out
marriage events, trade fairs, and exhibitions. The total loss is around Rs 40,000
crore. There is a total revenue loss as all major events has been postponed or
cancelled due to complete lockdown. Wherein a few event companies are using
digital platforms but this platform is not suitable for all the events. Approximately

90% of daily wagers lost their jobs. EEMA has requested to the government to
take care of salaries of daily wagers for next few months.
Impact of COVID-19 on Hygiene and Cleanliness Practices in Indian

Hotel Industry
The implication of cleanliness and hygiene in hotels has turned into most
significant because of COVID-19. The Pandemic may spread by moving door
handles, various areas and infected with the disease (WHO, 2020b). Hotel surface
areas used by Guests, may surface high count of the virus, and may be a major
cause of spreading of infection (Park et al., 2019). Airborne spread by centralized
system of air conditioning may be second source of COVID-19 disease (Zhang et
al., 2020). Because of the COVID-19, guest will prefer to frequent the hotels that
provide comforting accommodation facilities and related safe products. Hotels
should also execute standard hygiene reconnaissance at offices by means of
manual and computerized rehearses. Further it may be investigated how hotel
cleaning staff ought to team up with AI-driven mechanical technology to
accomplish cleanliness and hygiene objectives. Moreover, hotel cafés and
different offices ought to stress their pledge to health and hygiene conventions
and high housekeeping principles.
Hotel room cleanliness is a main section of status (Gu and Ryan, 2008). Lots of
researches have measured by and large on cleanliness and hygiene as a major
concern of guest’s hotel preference (Lockyer, 2005), customer’s happiness (Gu
and Ryan, 2008), customer delight (Magnini et al., 2011), and customer accuracy
(Barber and Scarcelli, 2010). Apart from that, researchers have barely ever
calculated the cleanliness and hygiene of exact place in a hotel (Park et al., 2019).
The current position of COVID-19 recommends that we should shift beyond usual
viewpoint on the experience and result of hotel cleanliness and hygiene to look
into guests’ viewpoint of the sanitation of hotel. As we all have noticed that hotel
surfaces having regular human contact are to be disinfected on priority basis
during touch (Park et al., 2019) and turn into the reason of broadcast of
transmittable virus such as COVID-19 (Chen et al., 2020). Outside locations like
the centralized air conditioning system or any other area, may also disinfect by the
automatic diffusion of viruses system (Zhang et al., 2020).
Furthermore proper knowledge of hotel cleanliness procedures will help the staff
in reengineering the procedures to ensure efficient cleaning and sanitization of
Hotels.
During and after the pandemic “cleanliness and sanitization” practices used by the
hotels can be encouraged as a selling point as this is the increasing guest’s
requirement for hotel hygiene during Pandemic, Zemke et al. (2015) establish that
young age tourists would be keen to pay a best for improved hotel room
disinfection. Moreover, as a superior stage of sanitation may need funds for
equipment, tools, and property, upcoming researches must also believe to what
level various categories of hotels should progress their cleansing activities.
The idea of sanitation can expand further than sanitization to include bigger parts
of healthcare. Guests are expected to develop into more worried about universal
healthcare admission when scheduling journey during the pandemic, like how to
look for medical facilities in case of infection.
Healthcare Practices after COVID-19 in Hospitality Industry
During COVID-19 pandemic, many persons have changed their living style
(Wang et al., 2020) and now their main attention is on mental health as well as
physical health. In view of this recently well-known guest requirement, serving
customers escort a healthy living style, which will turn into a post-COVID-19
trend for hotel industry in India. Furthermore meditation workshops, fitness
workshops, healthy diet options, and are expected to turn into more admired in
hotels. Below these situations, it seems attractive to explore how hotel industry
may plan modified facilities to attract guests’ health and recover the customer
understanding. Exclusively, scholars could think how to influence customer’
behavioural facts and their utilization record (Mariani, 2019; Perez, 2020, Mariani
et al., 2018).
The COVID-19 virus has strained people to recognize the value of environment
and the ecological unit (Zhou et al., 2020). This is expected that nature loving
tourism activities (Oh et al., 2016; Xu et al., 2017), will turn out to be more
trendy after the pandemic disease, as these activities supply to ecological

sustainability and synchronization between people and environment. Therefore,
hotel industry should adopt these environmental friendly practices in reaction to
customer’ focus towards the nature (Balaji et al., 2019). On a cumulative stage,
research should get to expand the literature on customers’ mind set towards green
hotel practices, by identifying how and why these thoughts vary crosswise hotel
industry (Balaji et al., 2019). Now here we have also a requirement to discover
chances for hotels and hotel employees to work in partnership with customers in
planning the green practice (Jiang et al., 2019).
Because of world health emergency caused by current pandemic, guests are now
expected to pay extra attention to the excellence of Health services when planning
a travel. This utilization is particularly applicable for hotel industry, mostly those
accepting regular conference businesses. In this logic, main areas to be focused by
potential scholars which comprise how hotel managers should plan advertising
statement plan and use marketing statement plans to platform their capacity to
shelter customers from public health emergencies, promising customers safety
and health throughout their stay, and make them comfortable during the COVID-
19 outburst. Moreover, in a community health emergency like the current
pandemic, this is broadcasted not only amongst customers and hotel employees
but also amongst the guests. Therefore, a upcoming research trend moves around
whether and why expertise like AI-driven robotics could promise social distance
among hotel customers during of COVID-19, and also how hotels could
organization helpful physical isolation methods among people.
Elatedly, study has explained the different advantages of health facilities in hotels
that focus in given that healthcare facilities in a hotel by providing proper
healthcare services (Han, 2013; Han et al., 2015; Han and Hwang, 2013). In this
context, it should be meaningful to investigate how early health benefit facilities
can be included into other types of hotels to provide better services to their
customers. It is also important to bearing in mind whether these health’s related
facilities might manipulate the customer’s decision-making procedure. Moreover,
given the possible value of hotels in this current scenario, a more detailed testing
is necessary about the growing association between healthcare and hotel division.
For example, scholars could collect experimental facts from different stakeholders
and talk about the possibility and effects of using hotel property as quarantine
centres through COVID-19 period. This statement goes with Nguyen et al. (2017)
in their research concerning the association among the hotel business and limited
area administration for ongoing danger drop in the near sea town.
Recommendations
Tourism establishes 10% to the GDP of India. This is a very huge amount and
will need a dual planning by the government and hospitality sector to counter the
damage brought by Covid-19.Some famous hotel chains and stand alone luxury
properties comprise 1.4 lakhs rooms which are very less of total existing rooms,
i.e. 5%. 95% of these are budget hotels, small hotels and Guest Houses.
Hospitality industry need not worry for the end of its business, but should develop
and react urgently as per the need of their guests who used to frequent them.
Dining out, Food delivery and hotel stays will be there to stay, but with a new
normal. The first thought of post corona attack will be on physical condition and
security that converts into hygiene, cleanliness and sanitation problems of the
property. The purpose is to give actual proof of health and security by the hotels.
Following precautions to be taken from hotel side to ensure the guest safety:
 Hotels must do the arrangement to open two or three floors with necessary
services which includes housekeeping, kitchen, any one restaurant with bar,
engineering and maintenance, front desk and security department.
 The staff placed on duty should be experienced, multi-talented and faithful
workers. It will take some time to call other staff on duty.
 All staff must continue using gloves and masks to make their guests safe and
comfortable in the property.
 Extra safety measures to be taken for those staff members who are at major
risk for examples old aged, pregnant and medically unfit. They should avoid
direct contact with the community.
 Appropriate procedures to be adopted to manage mass gatherings in the hotel
as well as in outer location like parking area and other public areas.

 If valet parking is operational then extra precautions to be taken like wearing
face masks and gloves. A suitable disinfecting/ sanitation process for the
vehicles should be made mandatory.
 To maintain social distancing number of guests in the elevators should be
limited, Hotels should accept contactless system like quick response code,
virtual forms, online payments like e-wallet etc.
 Complete particulars of the guest (like their travel history, health state etc.)
with identity cards and self statement form have to be provided by the
customer during check in process.
 Guest’s belongings should be sterilized before proceeding to the rooms.
Recommendations to food and beverage outlets

 To maintain proper social distancing in any food and beverage outlet seating
arrangement to be made accordingly.
 In-room dining or takeaways to be preferred, instead of dine-in. The staff
going to deliver the food at home shall be screened thermally by the health
team available at hotel.
 In case of In-room dining, conversation between customer and room service
staff should be through phone to avoid the direct contact.
 Food menus must include only fixed menus every day rather than menu with
choice. It will spare the expense of having high food cost. There should be a
proper apace in between the tables in any food and beverage outlet.
 Wherever possible self-service to be promoted instead of silver service to
decrease human contact.
 In place of cloth napkins, branded disposable napkins to be used.
 All restaurant tables to be sanitized properly each time guest leaves.
 Marketing team should communicate proactively with regular guests,
preferable to the local market, through social media and digital marketing
techniques.
 Special time slots should be available for guests to use hotel’s gym.
 Deep cleaning of room is required after guest check-out.
 Cleaning and disinfection to be made compulsory of frequently touched areas
of the entire hotel.
Conclusion
The aim of the study was to decipher Management and Recovery strategies and its
level of impact of COVID-19 on Indian Tourism and Hospitality Industry.
Tourism industry took a nose dive as international and domestic flights were
cancelled due to insufficient passengers initially and all the airlines grounded
during the lock down period. This paper has examined the effect that is being
created by COVID-19 on tourism industry. Due to lock down and the present
threat all the associated activities have come to a hault, namely social, religious,
cultural, sports and artistic (‘Tourism: The Great Patient of Corona virus COVID-
2019’Folinas, Sotiris and Metaxas, Theodore University of Thessaly 16 March
2020). The hospitality industry as a whole has also faced the downfall due to
reduced travel. Hotel industry in India has seen a drop of more than 50% of
booking in April June 2020 quarter. Not only the room sales but also the
Restaurant, Bars and Banquet sales dropped down drastically. The (MICE)
industry is an essential and growing segment of the tourism sector with massive
possibility. Unfortunately, the COVID-19 outbreak has changed the world around
us and affected the MICE industry severely. It affected our lives, our economise,
our livelihood pushing towards the global recession and also massive loss to the
Tourism industry and Hospitality Industry.
References
1. AlBattat A.R., MatSom A.P. Emergency planning and disaster recovery in

Malaysian hospitality industry. Proc. Soc. Behav. Sci. 2014; 144:45–53. doi:
10.1016/j.sbspro.2014.07.272.
2. Balaji, M.S., Jiang, Y. and Jha, S. 2019. “Green hotel adoption: A personal
choice or social pressure?”, International Journal of Contemporary
Hospitality Management, Vol. 31 No. 8, pp. 3287-3305.
3. Barber, N. and Scarcelli, J.M. 2010. “Enhancing the assessment of tangible
service quality through the creation of a cleanliness measurement scale”,
Managing Service Quality: An International Journal.
4. Cheong, Roger. 1995. “The Virtual Threat to Travel and Tourism.” Tourism
Management. https://doi.org/10.1016/0261-5177 (95)00049-T.

5. Chen, S., Yang, J., Yang, W., Wang, C. and Bärnighausen, T. 2020. “COVID-
19 control in China during mass population movements at New Year”. The
Lancet. doi: 10.1016/S0140-6736(20)30421-9.
6. Chinazzi, M., Davis, J., Ajelli, M., Gioannini, C., Litvinova, M., Merler, S.,
Pastore y Piontti, A., Rossi, L., Sun, K., Viboud, C., Xiong, X., Yu, H.,
Halloran, M.E., Longini Jr, M. & Vespignani, A.(2020) The effect of travel
restrictions on the spread of the 2019 novel coronavirus (2019-nCoV)
outbreak, The Preprint Server for Health Sciences, BMJ Yale, Retrieved from:
https://www.medrxiv.org/content/10.1101/2020.02.09.20021261v1.
7. CNN (2020) The coronavirus has grounded Chinese tourists. The global travel
industry may not recover for years, Retrieved from: https://edition.cnn.com/
2020/02/28/business/global-tourism-novelcoronavirus/index.html.
8. Cond_e Nast Traveller. (2020). Before and after: How coronavirus has
emptied tourist attractions around the world. Retrieved March 31, 2020, from
https://www.cntravellerme.com/before-and-after-photos-tourist-attractions-dur
ingcoronavirus.
9. Creswell, J. (2020). What happens in Vegas if no one stays in Vegas?
Retrieved from https://www.nytimes.com/2020/03/03/business/Coronavirus
businesstravel.html.
10. Dodds, R., & Butler, R. (Eds.). (2019). Overtourism: Issues, realities and
solutions. De Gruyter.
11. Estrada, M., Park, D. & Lee, M. (2020) How A Massive Contagious
Infectious Diseases Can Affect Tourism, International Trade, Air
Transportation, and Electricity Consumption? The Case of 2019 Novel
Coronavirus (2019-nCoV) in China (February 19, 2020). Available at SSRN
Retrieved from:https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3540667.
12. Federazione Italiana del Turismo (2020) Coronavirus: The amount of EUR
200 million for commission for March 2020. Retrieved from: http://www.ass
oturismo.it/coronavirus-assoturismo-giabruciati-200-milioni-di-euro-di-preno
tazioni-per-marzo-messina-lavorare-per-la-normalizzazione-osalta-tutto.html.
13. Fernandes, N. (2020). Economic effects of coronavirus outbreak (COVID-19)
on the world economy. Available at SSR: https://ssrn.com/abstract=3557504.
14. Forbes. (2020). What will travel be like after the coronavirus? Retrieved
March 31, 2020, https://www.forbes.com/sites/christopherelliott/2020/03/18/
what-will-travel-be-like-after-the-coronavirus/#4febdd623329.
15. Guevara, G. 2020. “Open letter from WTTC to governments”, available at:
https://www.wttc.org/about/media-centre/press-releases/press-releases/2020/
open-letter-from-wttc-to-governments.
16. Gu, H. and Ryan, C. 2008. “Chinese clientele at Chinese hotels-Preferences
and satisfaction”, International Journal of Hospitality Management, Vol. 27
No. 3, pp. 337-345.
17. Han, H. 2013. “The healthcare hotel: Distinctive attributes for international
medical travellers”, Tourism Management, Vol. 36, pp. 257-268.
18. Han, H. and Hwang, J. 2013. “Multi-dimensions of the perceived benefits in a
medical hotel and their roles in international travelers’ decision-making
process”, International Journal of Hospitality Management, Vol. 35, pp. 100-
108.
19. Han, H., Kim, Y., Kim, C. and Ham, S. 2015. “Medical hotels in the growing
healthcare business industry: Impact of international travelers' perceived
outcomes”, Journal of Business Research, Vol. 68 No. 9, pp. 1869-1877.
20. Han, S, “Topic: Tourism industry in China”, www.statista.com, 2019,
Available at: https://www.statista.com/topics/1210/tourism-industry-in-china.
21. Jiang, Y. 2019. “A cognitive appraisal process of customer delight: The
moderating effect of place identity”, Journal of Travel Research. doi:
10.1177/0047287519872827.
22. Jiang, Y., Balaji, M.S. and Jha, S. 2019. “Together we tango: Value
facilitation and customer participation in Airbnb”, International Journal of
Hospitality Management, Vol. 82, pp. 169-180.
23. Lockyer, T. 2005. “The perceived importance of price as one hotel selection
dimension”, Tourism Management, Vol. 26 No. 4, pp. 529-537.
24. Magnini, V.P., Crotts, J.C. and Zehrer, A. 2011. “Understanding customer
delight: An application of travel blog analysis”, Journal of Travel Research,
Vol. 50 No. 5, pp. 535-545.
25. Mariani, M. 2019. “Big data and analytics in tourism and hospitality: A
perspective article”, Tourism Review, Vol. 75 No. 1, pp. 299-303.

26. Mariani, M.M. and Perez Vega, R. 2020. “Beyond the hype: Psychological
mechanisms enabling the acceptance, adoption, and engagement with
Artificial Intelligence technology in marketing”, Psychology and Marketing,
forthcoming.
27. Mariani, M.M., Baggio, R., Fuchs, M. and Höpken, W. 2018. “Business
intelligence and big data in hospitality and tourism: A systematic literature
review”, International Journal of Contemporary Hospitality Management,
Vol. 30 No. 10, pp. 3514-3554.
28. Nguyen, D.N., Imamura, F. and Iuchi, K. 2017. “Public-private collaboration
for disaster risk management: A case study of hotels in Matsushima, Japan”,
Tourism Management, Vol. 61, pp. 129-140.
29. Oh, H., Assaf, A.G. and Baloglu, S. 2016. “Motivations and goals of slow
tourism”, Journal of Travel Research, Vol. 55 No. 2, pp. 205-219.
30. Park, H., Kline, S. F., Kim, J., Almanza, B. and Ma, J. 2019. “Does hotel
cleanliness correlate with surfaces guests contact?”, International Journal of
Contemporary Hospitality Management.
31. Rajib Shaw, Yong-kyun Kim and Jinling Hua, “Governance, technology and
citizen behavior in pandemic: Lessons from COVID-19 in East Asia” Page
No. 1 & 6.
32. RTE (2020) How the coronavirus may hit the tourism industry, Retrieved
from: https://www.rte.ie/brainstorm/2020/0303/1119857-coronavirus-tourism-
ireland
33. Seraphin, H., Sheeran, P., & Pilato, M. (2018). Over-tourism and the fall of
Venice as a destination. Journal of Destination Marketing & Management, 9,
374-376. https://doi.org/10.1016/j.jdmm.2018.01.011.
34. Statista, “China: tourism industry revenue 2018| Statista”, Statista, 2020,
Available at: https://www.statista.com/statistics/236040/revenue-from-touris
m-in-china/.
35. Wang, G., Zhang, Y., Zhao, J., Zhang, J. and Jiang, F. 2020. “Mitigate the
effects of home confinement on children during the COVID-19 outbreak”,
The Lancet.
36. WHO. 2020b. “The COVID-19 risk communication package for healthcare
facilities”.
37. Tung, V.W.S. and Au, N. 2018. Exploring customer experiences with robotics
in hospitality. International Journal of Contemporary Hospitality
Management, Vol. 30 No. 7, pp. 2680-2697.
38. WTTC (World Travel & Tourism Council). Travel and Tourism:
Benchmarking Trends Report 2019. Available online: https://wttc.org/en-
gb/Research/Economic-Impact/Benchmarking.
39. Xu, S., Mingzhu, L., Bu, N. and Pan, S. 2017. “Regulatory frameworks for
ecotourism: An application of total relationship flow management theorems”,
Tourism Management, Vol. 61, pp. 321-330.
40. Zemke, D.M.V., Neal, J., Shoemaker, S. and Kirsch, K. 2015. “Hotel
cleanliness: Will guests pay for enhanced disinfection?”, International
Journal of Contemporary Hospitality Management, Vol. 27 No. 4, pp. 690-
710.
41. Zhang, S., Diao, M., Yu, W., Pei, L., Lin, Z. and Chen, D. 2020. “Estimation
of the reproductive number of novel coronavirus (COVID-19) and the
probable outbreak size on the Diamond Princess cruise ship: A data-driven
analysis”, International Journal of Infectious Diseases, Vol. 93, pp. 201-204.
42. Zhou, P., Yang, X.L., Wang, X.G., Hu, B., Zhang, L., Zhang, W., Si, H.R.,
Zhu, Y., Li, B., Huang, C.L. and Chen, H.D. 2020. “A pneumonia outbreak
associated with a new coronavirus of probable bat origin”, Nature, pp. 1-4.

02
COVID-19 Pandemic: Resurgence
of Hospitality & Tourism Industry
Abhimanyu Awasthi
Assistant Professor, Amity School of Hospitality, Amity University Haryana.
E-mail Id: aawasthi1@ggn.amity.edu
Abstract
The study aims at finding out the impact of COVID-19 on the tourism
industry and business across India. The devastating impact of
COVID-19 has compelled the Indian government to impose several
measures to counter the spread of pandemic by announcing
nationwide lockdown, social distancing and it has caused the closures
of various business organizations, loss of jobs, drop in economic
growth, and reduction in gross domestic product. Tourism is one of
the major revenue-generating industries in India and so it is of
paramount importance to take initiatives and strategies to tackle this
crisis and provide infrastructure to help boost the industry. Because of
the negative impact, it is imperative and requisite for the provision of
remedies by the government for ensuring the resurgence of the
hospitality and tourism industry. Post COVID-19, businesses will
attempt to recover the losses and the best way to do so lies with the
traditional way of doing business as it was a pre-COVID-19 phase.
During the literature review, it was found that to sustain the
immediate impact of pandemic post-COVID-19 it is necessary to
restart the operation and businesses in the usual form concerning, in
the pre-COVID-19 era. This study is also aimed at finding new
perspectives in the opportunities concerning social tourism, medical
tourism, hospitality industry, and education industry. These
perspectives will surely play an important role in boosting the
industries and economy and help in targeting and tapping the key
COVID-19 Pandemic: Resurgence of Hospitality & Tourism Industry 20

opportunities generated by the COVID-19 pandemic in the post-
COVID-19 phase in the form of new normal.
Keywords: COVID-19, Tourism & Hospitality Industry, Education

Industry, Economy.
Introduction
According to World Health Organization (www.who.int); the prevailing condition

of cases of COVID-19 is as follows: confirmed cases- 10,757,610; deaths-
154,392; new cases- 11,427 as per the web portal of the World Health
Organization as of 01/02/2021, 10:19 am CET. To support health workers several
initiatives have been taken at the global level to deliver comprehensive details of
advising the appropriate types of equipment and PPEs that medical staff is
advised to make use of for protection against this virulent disease COVID-19. A
mobile app by the name of MedPPE is launched by the Pan American Health
Organization (PAHO) for the use of medical staff for this purpose. Suitable
protection actions are suggested by this app by assessing medical staffs’ allotted
work schedules by informing them with relevant information about protection
against COVID-19. To ease the varied demand in languages, it is available in
French, Portuguese, English, and Spanish. The provided instructions in this app
are focused on all staff of medical units.
The tourism industry is one of the key revenue-generating sectors in the world
economy, so is for India too. According to The World Travel and Tourism
Council (WTTC), $194 bn was generated by tourism or India's GDP‘s 6.8% in the
year two thousand nine and helped in creating 39.80 million jobs contributing to 8
% of total employment of India. By 2028, 6.9% of the growth is estimated for this
industry which will account for 9.9% of the gross domestic product of India, and
the estimated value of this growth is targeted at $460 billion.
(NEWSHOUR, 2021) Sunrise industry is a term denoted to the Indian hospitality

industry because there are enormous possibilities of growth and development in
this industry in India in near future. Hospitality Industry is measured as one of the
most advantageous sectors which also deliver more than 8.78 percent of the total

manpower, and also pools for over fifteen million jobs in the past 05 years.
Hospitality Industry also encourages foreign direct investment making the way for
earning foreign exchange for India.
(Teräs, M., 2020) discussed that the use of technology is changed significantly
COVID-19 has pushed the education system to go online keeping social
distancing and home quarantine norms in place. This has developed the need for
online digital tools for continuing the delivery of education and so various digital
and technological portals were used for delivering educations to large numbers of
masses worldwide. Due to this online classes have become a new normal and also
created a possibility of education being converted into a business venture for
firms that develop and manufacture digital tools for teaching and delivery.
Another perspective is also generated from here which is traditional teaching
pedagogies and the abruption which may be generated due to the use of these new
teaching pedagogies post COVID-19. Traditional teaching was concerned with
students' overall growth along with the benefit of society. This also produced the
business ventures and line of new opportunities for prevailing and new tech-
enterprises for creating and developing educational tools for suiting the need of
institutes, universities, and schools.
According to (Economic Times 2021) a 'V-shaped' recovery is estimated in the

Indian economy in the year 2021. Assocham estimated that there will be
confidence in customer behavior post-COVID-19, a slow increasing boost in
production leading to significant value in export needed by the market globally. It
was also estimated that post the release of the COVID-19 vaccine there might be a
significant boost in the market and economy.
Methodology
This study is based upon a content analysis of high-quality data from reputed
journals and websites and online literature. The scope of this study was to explore
and suggest the ways which may be useful for the resurgence of the interlinked
tourism and hospitality industries post-COVID-19. There were total 25 numbers
of articles and research papers downloaded and 13 were found suitable for the

intended study. These articles and research papers were deeply read and analyzed
several times before drawing the review and devising the conclusion.
Literature Review
The pandemic caused by COVID-19 is testing the global community worldwide

to try all possible measures. The treatment of COVID-19 disease is challenging
due to inadequate provisions of the healthcare system, community mitigation
strategies are the primary ways to hold the COVID-19 pandemic. In March 2020,
the travel restrictions and ban on movement followed by social distancing and
measures like home quarantine have affected the tourism industry at large and it
resulted in a devastating dip in the functions and operations of airlines due to low
turnover of travel by air along with the same ripple effect on other lodging and
entertainment industries as well. The United Nations World Tourism Organization
had predicted about 20%-30% of the decline in tourist visiting destinations in the
year 2020 as compared to the data from the year 2019. The same effect will cause
a ripple effect in 2021 as well if sufficient and apt strategies are not devised in
time. Measures to offset COVID-19 will impact tourism as it is vulnerable to
them causing it to be a less preferred need at the time due to social distancing and
limited mobility. Sustainable tourism is the most sought after result airside out of
this pandemic as it was long needed as a change in the tourism policies and
infrastructures. This will ensure the transformation of communities working in
salaries below par in the tourism industry as they have been excessively
exaggerated by the pandemic (Gössling, S., 2020).
(Higgins, 2020) discussed that pandemic caused by The COVID-19 in the year
2020 has the probability to change the operational aspects of the tourism industry
along with the tourism industry as a whole. A significant analysis of the
prevailing state of tourism suggests that there have been tourism practices and
processes favoring policies that promote free-market capitalism, deregulation, and
mistreatment. Hence in the ongoing situation where tourism is almost at a halt,
lies the opportunity to develop, restructure, and redo with what had been
prevailing earlier in the tourism and needed a long due overhaul of tourism. The
success of such initiatives will be in the holistic approach of policy and
lawmakers considering the development and benefit of rights and interests of

local communities and local peoples in the core of change initiatives. Another
most significant perspective developed in this prevailing situation of tourism
caused by the COVID-19 pandemic is to realize and pay the due diligence to how
tourism and hospitality industries could have been operating keeping the mother
earth at the core of operational aspects to make a world of responsible tourism.
The economy of India came into unparalleled distress because of the eruption of
the pandemic caused by the COVID-19 virus. When the pandemic distressed
India, the economy was in a shrewd state. This was further prevailed due to
measures imposed by the federal government to mitigate the risk of spread of flu
caused by COVID-19, in the form of norms known as home quarantine,
lockdown, worldwide disruption in tourism, and linked disturbance of businesses.
The scale of the impact of COVID-19 on the Indian economy will be defined by
various variables such as the changed circumstances of the health sector,
initiatives taken by the government to mitigate the COVID-19 spread like locking
down everything and the outcome of these initiatives along with the situation
which will occur post these measures are removed to ease the societal and
business factions (Dev, S. M., 2020).
The pandemic caused by COVID-19 has made us learn that there can be a crisis
for the whole economy of the country based on it. We have also witnessed that the
economy of the entire world came to standstill. The reason for this was social
distancing used as a measure to mitigate the spread causing the closure of
businesses, their offices, the speed of spread of COVID-19 virus changing the
perception of customers, businessman and the entire chain of economical
activities. It was reported in the study that the lockdown, financial strategy
decisions, and global travel limitations sternly exaggerated the echelon of
financial actions performance of companies in the stock market as well. On the
contrary, the forced limitation on inner association and superior monetary strategy
expenditure had an optimistic outcome on the level of financial actions even
though the rising number of cases of inveterate coronavirus did not have a
noteworthy consequence on the level of monetary actions (Ozili, P. K., 2020).
The whole travel and tourism industry was put to a halt for the first time. This was
possible due to the eruption of the COVID-19 pandemic which forced the entire

globe to rethink, redesign and redevelop the ways of tourism business practices
which earlier had various biased and suppressing practices. It was evident to see
the traditional tourism practices almost vanished during the prevailing pandemic
COVID-19. The reshaping of the tourism sector is possible and based on the ways
COVID-19 is countered and mitigated by the federal and state governments in
respective countries (Niewiadomski, P., 2020).
Kumar, V. (2020) discussed that in many countries of the world, out of many
sectors contributing to boost and develop the economy; tourism is the strength of
character in that perspective. Foreign exchange is one of the major reasons for the
growth and development of an economy, ad this also is possible and earned
significantly due to the paramount outcome of the tourism industry. In India,
tourism plays a very vital role in stabilizing the economy by helping in generating
revenues and foreign exchange. But the outbreak of flu caused by COVID-19 at
the beginning of the year 2020 has changed everything which was of paramount
importance and essential earlier. India's tourism industry is packed with an
assortment of tourism assets due to which many tourists disembark yearly. The
primary and significant step is to revive the Indian economy concerning the
revival of the tourism industry in India as soon as possible however the federal
government is trying to achieve that.
(Dinarto, D., 2020) suggested that diversification of the economy has become of
prime concern and importance so that dependency of the economy on tourism
reduced in the form of tourists coming from a specific country only. It was also
found from the study that the creation of equal opportunities available for all
market players of the same industries providing equal access and also ensuring the
equilibrium between the domestic and foreign business working and practices.
Fernandes, N. (2020) reported that stern lockdowns led to a decline in utilization

and disruptions to manufacturing. On the whole, the execution of worldwide
supply chains has been disturbed, distressing organizations worldwide. Patrons
have also distorted their utilization patterns, ensuing in shortages of numerous
commodities in supermarkets globally.

Limitations
The main limitation of this paper is that the diminutive quantity of information
concerning this paper’s objective. An extended study might capture the social and
economic changes of government strategies throughout the coronavirus crisis. The
ripple effect of the coronavirus in the future to various other businesses is advised
to be studied and researched as I have failed to examine that in this study. It is
also suggested to analyze the effect of administration strategy on the economy
concerning sector in the form of informality lying in labor sector along with
responses and perspective of financial institutions to these policies of federal
government and contribution to their developments.
Conclusion
From the content analysis and in-depth and critical analysis of the subject matter
from the quality literature, it is suggested that urgent need lies to reboot the
businesses to run in the form of usual as soon as the disaster subsides. It is
impossible to avoid the role of domestic tourism in the recovery of the economy
and so resilient destinations might be developed in the future for sustaining
longevity in tourism and their usability as a sustainable tourism product. It is of
significant concern to gauge the responses of tourists’ concerning their changed
behavioral patterns and stipulations. In the prevailing pandemic-induced crisis the
change in business travel and extensive acceptance of video conferencing has
played a key role in sustaining the functions and thus became a new normal and is
expected to be continued post-COVID-19 making the way for less business travel
and online meetings and business presentations have taken over.
Another significant perspective generated from the study was sustainable tourism
and focus on climate and deliver its due pending from a long time. The same
could not be managed and focused earlier due to the cutthroat competition and
dark sides of the tourism and hospitality industry supporting neolithic approaches.
Consequently, it is necessary to direct the prevailing tourism and hospitality
practices to be able to hold up evolution for superior righteousness and welfare.
This also suggests and led to redesign and redevelop tourism keeping the welfare
and benefits of neighboring communities and domestic peoples. In other words,

there is a need to envisage customs tourism can be urbanized to facilitate human
flourishing and environmental revival.
The federal government must make certain that the responses stay behind and are
limited to be controlled with the help of an agenda based on certain rules and
regulations ensuring and limiting the application of judgment to facilitate steering
of clarity and avoiding any injure to the economy. On the other hand, the
government also has the opportunity to revive and renovate medical and
healthcare services and delivery processes in-country, and mend other inadequacy
in community services such as the evolution to delivery of education in online
mode, the system of transportation, and the detection of sickness with the help of
installed technological systems in community hospitals.
The importance of acquiring relevant and updated skills plays an important role
and so the improvement of the local enterprises dealing with tourism products is
also of paramount concern. This will surely ensure the provision of delivery of
enhanced tourist management and allied services.
References
1. World Health Organisation (2021, February 01). 10:19 am CET. WHO
Coronavirus Disease (COVID-19) Dashboard.
2. https://COVID19.who.int/region/searo/country/in.
3. https://www.who.int/publications/m/item/weekly-operational-update-on-COV
ID-19---1-febru ary-2021.
4. Invest India (2021, January 27). National Investment Promotion & Facilitation
Agency; Incredible India, The Tourism and Hospitality industry is one of the
largest service industries in India.
5. https://www.investindia.gov.in/sector/tourism-hospitality#:~:text=According
%20to%20The%20World%20Travel,which%20is%209.9%25%20of%20GDP.
6. NEWSHOUR (2021, February 01). The hospitality Industry in India: An
overview.
7. https://www.newshour.press/hospitality-industry-in-india-an-overview/.
8. Teräs, M., Suoranta, J., Teräs, H., & Curcher, M. (2020). Post-COVID-19
education and education technology ‘solutionism’: A seller’s market.
Postdigital Science and Education, 1-16.

9. Economic Times (2021, January 11). Indian economy heading towards V-
shaped recovery in 2021: Assocham https://economictimes.indiatimes.com/
news/economy/indicators/indian-economy-heading-towards-v-shaped-recove
ry-in-2021-assocham/articleshow/80200329.cms?utm_source=contentfintere
st &utm_medium=text&utm_campaign=cppst.
10. Gössling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tourism and global
change: a rapid assessment of COVID-19. Journal of Sustainable Tourism,
29(1), 1-20.
11. Higgins-Desbiolles, F. (2020). Socialising tourism for social and ecological
justice after COVID-19. Tourism Geographies, 22(3), 610-623.
12. Dev, S. M., & Sengupta, R. (2020). COVID-19: Impact on the Indian
economy. Indira Gandhi Institute of Development Research, Mumbai April.
13. Ozili, P. K., & Arun, T. (2020). Spillover of COVID-19: impact on the Global
Economy. Available at SSRN 3562570.
14. Niewiadomski, P. (2020). COVID-19: from temporary de-globalisation to a
re-discovery of tourism? Tourism Geographies, 22(3), 651-656.
15. Kumar, V. (2020). Indian tourism Industry and COVID-19: Present scenario.
Journal of Tourism and Hospitality Education, 10, 179-185.
16. Dinarto, D., Wanto, A., & Sebastian, L. C. (2020). COVID-19: Impact on
Bintan’s Tourism Sector.
17. Fernandes, N. (2020). Economic effects of coronavirus outbreak (COVID-19)
on the world economy. Available at SSRN 3557504.

03
COVID-19 Pandemic: The Digitalization
in Hospitality and Tourism Industry
Kulbhushan Chaudhary1, Prabha2
1
Research Scholar, Chandigarh University.
2
Assistant Professor, Kanya Maha Vidyalaya Jalandhar, Punjab.
E-mail Id: prabhasyall@gmail.com
Abstract
The COVID-19 pandemic is considered as the most pivotal

worldwide wellbeing catastrophe of the century and the best test that
mankind looked since the Second World War. As a result of the
COVID-19 pandemic, novel digitalization work culture is emerging,
that requires the housing workforce to attract guests, the board, and
each other cautiously in regard to social isolating orders and helps to
stop spread of disease. Physical removing, regularly evolving data,
and a need to oversee costs will quicken the digitalization pattern and
cultivate better communications with visitors and workers. Progressed
change isn't just about advancement adventure, however suggests the
habits where affiliations remake themselves to change and adjust
corporate culture to empower improvements that impact development
and take their associations higher than any time in recent memory of
advancement. Advanced change isn't just about innovation venture
however alludes to the manners in which associations rebuild
themselves to adjust and modify corporate culture to engage
developments that influence innovation and take their organizations
higher than ever of development. Contactless innovation
arrangements has been producing for quite a long time, with lodgings
around the globe offering advanced registration and computerized
room keys and in-room voice gadgets for quite a while. In any case,
COVID-19 has quickened this pattern, encouraging new interest as

hoteliers search for approaches to dispense with any component of the
experience that could make a danger for either visitors or staff.
This chapter describes how COVID-19 has affected hospitality and

tourism industry, as well as potential ways to cope with this
instability, by embracing rapidly accelerating digitalization trend in
their interaction with guests and employees by hoteliers.
Keywords: COVID-19, Digitalization, Hospitality, Tourism

Industry.
Introduction
The world is still facing the COVID-19 episode and undoubtedly epidemic will
change the world as much as one can worry about. As the global system is
heading for a partial or complete closure, general consequences for human
existence, financial and organizational development are limitless, both temporary
and long-term travel due to vulnerability as things progress.
While most economists and analysts currently expect global economy to recover,
to some extent in the last quarter of 2020, timeline cannot be resolved until
infection is found worldwide. Near home, the Indian inns have been severely
beaten, struggling with low interest rates, with few to be placed in the future.
Basically, all temporary interest is completely gone-the excess is usually due to a
few long-term tourists or visitors approved by the Government to international
explorers returning to India(www.who.int).
Nothing could have covered the COVID-19-stun however, current emergency is

not uncommon for some of us who have experienced it, and not all is lost. Indian
settlement can recover from this emergency again, by changing routes in near
future and planning for future. As a result of the COVID-19 epidemic, a novel
culture of security has emerged that is required by hotel staff to be engaged with
guests, managers and digital contacts to respect public authority and help prevent
spread of the virus. Physical deletion, constantly evolving data, and the need for
cost management will speed up the digital pattern and improve better
communication with guests and staff. Digital transformation is not the matter of
COVID-19 Pandemic: The Digitalization in Hospitality and Tourism Industry 30

being investing in advance technology, but it is also about how organizations
rebuild themselves to remodel and change corporate culture to allow new
technologies and take their businesses to next levels of growth.
Digital inclusion in hospitality industry
In the field of hospitality, workplaces are changing culture of their work as a

necessity during the COVID-19 epidemic under WHO and Government
regulations. The rotation of representatives of the COVID-19 epidemic quickly
conveyed convention's changes, continued commitment, and emphasized the
importance of following safety rules (www.who.int). New hotels are being
developed, which may be in line with their use-and it is accommodation
representatives who will be updating these standards. Digital integration makes it
easier for employees to verbally verify the safety of work appreciating and
satisfying you. It is said that one should hear the same message several times
before signing up. The senders' representation section that sends computer
recordings, courses and examinations, social tips and educational updates and
updates to all employees on an ongoing basis will set all teams immediately to
start and expand. Nor should we fail to remember the basic, but often overlooked,
and multilingualism that digitalization brings to employees who do not speak
English.
Another benefit of digital work environment is potential to share the best practices
across the system. Contrary to spending time on all property, hotel owners can
reveal what is going to work or what is not going to work from maintenance staff
corner or consoles brains of guests that a clean living room is COVID-19. Good
results are achieved when informative information is faithfully disseminated
throughout offices and all guest communication issues, and when managers are
done to ensure that new strategies are implemented. Any slippery slope can bring
in negative online reviews-and no guest house can bear the cost of that today.
No one knows without a doubt what a typical standard would look like. What we
do know is that there is an undeniable risk of exposure, multiple moving parts,
crowds of changing meetings, progressive light of diminishing costs. To deal with
this crash, hotel owners need to adopt fast digital acceleration pattern through

their interactions with guests and staff. Demand is the mother of nature, and at
present the ultimate end of space relies on digital performance (Fox, 2018).
An important role of digitalization technology is to facilitate business transactions

and to transfer relevant information to decision makers. The model identifies and
describes the relationships between the six main IS successes: Information
Quality, System Quality, Service Quality, Usage/Usage objectives, User
Satisfaction, and Net System benefits. The next section will discuss new
technologies used in the epidemic based on this framework. As indicated by
DeLone and McLean (2003), the content of the data framework must be
customized, completed, operational, and straightforward. Currently, many of
those who have talked about inclusion are using live enhancements through
various categories of live streaming to help their clients who are likely to find
complete, efficient, relevant, reliable, reliable data and specific data.
Digital transformation (DT) in the Tourism and Hospitality Industry
The Tourism and Hospitality industry knows that digital transformation can help
to achieve many goals. Purpose of acquiring DT is to select objective with the
greatest impact. This can help to:
 Improve digital revenue and website fullness

 Lower operating costs
 Increase product and service quality
 Improving guest results
Choose one of above listed goals, or anything comparable, for starting a computer
dispute. Adapting new items to get a specific result will lead to drive important
performance & professional changes to bear positive changes.
All things considered, P&G information suggests that objective should drive
selection of novel items; & the objective should be clear as well as focused.
Imagine a situation where travelers are choosing to raise a higher income for each
building. One obstacle to earning a computer is excessive booking. Overcrowding
occurs whenever total number of rooms reserved at a given time exceeds the
number of rooms available for guests. Inns often book to reduce the misfortune

that results from flakes, abrogation, or pre-registration; however, over-booking
equally indicates unsuccessful activities.
In this case, one computer-based operation that could include the allocation of
other assets is a board structure-such as Oracle OPERA-that incorporates simple
items for resource managers. These facilities do not deter excessive bookings of
specific types of rooms and ensure that rooms are cleaned and maintained
properly. The platform thus authorizes rules of bookings, timetables, and access to
the stock item to facilitate a good visitor meeting and assure that there are no
additional charges for transporting customers to the next destination (Ristova and
Dimitrove 2019).
PMS (Portable and manageable management) also plays a critical role in the
secondary image of advanced irritability i.e. improving customer outcomes. Here,
the accommodation is trying to deal with the times of the biggest delays when
registering. Prophet OPERA is provided with a flexible form to permit staff to
register guests with smart phone or tablet. With Portable and manageable
management booking, room setting, worksheet board, room support and ongoing
room reports and various maintenance requirements, hotel staff team can be easily
mobilized to improve local efficiency and deal with guest issues quickly-making
for a better visitor experience and a more relaxed atmosphere from time to time.
Reducing Prices and Futuristic Practices in the Travel Industry
Hansen and Owen (1995) predicted that in future, advancements in technology

would be crucial part for work in hotels. Experts across India and in various parts
of world have begun to rebuild their economy, and settlement is gearing up to
open up their own entryways. However the world in which the business originates
has now changed. The COVID-19 epidemic and the subsequent global closure
have had a profound effect on holiday behavior. Some make moving changes
before the episode is fast; others have lowered their backs or stopped. New trends
and thinking have emerged. The money you choose is enduring, and the spending
plans have changed. Understanding and responding to changes in consumer
behavior will be crucial to the recovery of hospitality. Organizations should also
look at client experience and liaise with clients to build and maintain their trust.

At the same time, they need to improve their working skills and financial ability
to assess the risks of working together in a globalized world (Rasoolimanesh et
al., 2017& UNWTO 2020).
Meetings such as wearing a veil, hand sterilization and social removal are the
most accepted standards & strategies to keep mob separate while continuing to
direct business (i.e., “free communication”/“communication arrangements”) are
something to consider. From holding unrestricted food menus and indoor paper
with QR codes that can be accessed to touchable guest registration skills, various
room keys, uninterrupted installments, and application and booking arrangements,
almost all parts of the neighborhood experience will now be available for tourist
cell phones, have adopted appropriate programs.
Client-based clients are deployed to provide long-distance access to the

workplace; customer support and customer service through chats or may be live
visits with staff, placing immediate assistance on the right track in the hands of
visitors without the need to meet with guest representatives.
The IoT (Internet of Things) which are cloud-based system could be equally
important in performing in-house tasks and smoothing out workloads such as
setting up housekeeping structures, allocating staff responsibilities, and ensuring
consistency with the latest fair practices. We have explored a variety of
technologies that seem to be influencing the future of the hotel industry and set
out some good examples below.
 Inbound and outbound contact with no contact person

 Digital menu settings
 Virtual TV Remote
Apps for community living spaces in swimming pools and beaches
Here are a few other ideas for connecting to secure jobs in the hospitality
industry:
 Automatic payment systems

 Digital signage

 Apps for logging in, ordering food, changing channels, opening doors, and
curtains
 Order in the room
 Passport / ID scanners
 TV-based remote access
 Rings can be touched
 Non-cash payments
 Facial recognition
Connected Connections
‘Nevotek’ a global provider of cloud-based technology provision, has recently
introduced a new tourist commitment development that integrates successfully
with the current Visitor Goods Management System.
'Elegance' is another category that gives visitors the opportunity to send text
messages by regularly recruiting employees (for example Messenger, WeChat,
WhatsApp), eliminating requirement to go for another application. This secure
form of communication permits applicant cadre being responded quickly to
requirements of visitors without asking their basic details. For example, sending a
message to "Extra Change" is all it takes to request. There is also the A.I.
(Artificial Intelligence) option to enable chatbot, test function that is added to the
product and the object confirms number of important languages.
The organization similarly sends 'NevoTouchless', another destructive device that

allows visitors to go to the tourist offices via their mobile phones. Visitors can
compare their gadgets with their avaible in-room TVs to use remotely as
controllers, to access online rendering of abstract chambers, request room
management and that's just the beginning, by filtering custom QR code available
on their TV.
Location Discovery
Radars, providing geofencing to organizations hoping to create a combination of

thoughtful local operations, adopts technology that uses local data to become the

ultimate need for driving products to acquire, share expert information and
transform customer trust in the overall tourism industry.
Especially as individuals individually decide on a trip to be removed from the

community, inns can benefit by introducing geofences that send prominent
messages to visitors that may be visible within a certain distance. This can also
include unusual offers or improvements, and help guide people who may be far
away from their neighbors.
Location details may also attempt to enter a non-contact registration when visitors
leave the area or provide them with an installment when they submit an exit. For
limited location points and continuous scenarios can also be provided to guests as
they approach the setting to help maintain a strategic distance from high customer
resilience.
In addition, train and transportation authorities may inform travelers about when
their mentors will appear on a certain departure from the stage, trying not to
classify. Geo-inspired pop-up messages can also be very helpful in keeping
visitors advised by a security expert.
Gross profit
At this point, we have all received the spirit of the benefits of HEPA channels-
ready to filter 99.90% of airborne diseases and microorganisms & electrostatic
disinfectant sprays handling the area, at the same time, there are also new,
selected items to show that they quickly kill germs. Airborne, for example,
Molekule's Air Pro RX Air purifier, which recently has acquired FDA Medical
Device Clearance for use in clinical setups and completed FDA compliance
measures to eradicate COVID-19 infections in various cases.
Additional gadgets are also coming out (e.g. Safeology Tower) using evidence
based, powerful technology that could be used safely, quickly and biologically
protect up to 99.90% of the earth & airborne pathogens in indoor environments,
forcing large spaces in all dormitories, cruise ships, amusement spaces,
restaurants, shops, spas and more without use of artificial materials or disposing
of make-up.

Robotic Girls
They may not be exactly the same as the Jetsons' "Rosie", but automated
residential workers can help at any time essential attempts aimed at minimizing
personal touch during epidemic. The KT Corporation has recently unveiled its
GiGA Genie inn robot, nicknamed "N Bot", that is accessible by passing water
bottles, new towels & other unique items to visitors at Seoul's Novotel
Ambassador Dongdaemun Hotels and residences.
Created as a team with Hyundai Robotics, robots help people take pride in data
development and data literacy, along with space planning, autonomous driving &
voice recognition (of course, they could also communicate in English language).
Photo-Artificial-intelligence GiGA Genie Hotel Robot

(Photo courtesy of KT Corporation)
Robots are also helpful in fighting Coronavirus and can be used in the future to
reduce human contact. Softbank Robotics, a robot company based in Japan, uses
robots to help businesses around the world.
Pepper, their 4ft-long humanoid robots, is already used in stores, hospitals, and
hotels. Helping guests log in, ask selfies, and helping visitors find their way to
your resources are just a few things Pepper can do.

Visual events will meet physically
The power of personal event cannot be disputed. With the world going into the
key, visual meetings and events were another great way-we did our best to
provide conditions. But tendency to be hospitable is likely to put us in a new era
of events. Although virtual gave us a way to communicate and give our
businesses ways to run, we began to remember that face-to-face relationship.
Types of Digital Visitor Guest Visitor

If we set aside general sleep services, legal / back office and new HR, as well as a
base for guest design and "machine" (all "usually" covered "for guests), there are
two categories the visitor is dealing with.
1. Tourist commitment, Discovery & Final Technology -are new applications

that emphasis on interfacing and shipping a guest to the region, proceeding
with the discussion previously, during, and after the stay, and eventually
changing the guest's trust and reviving the guest.
2. Guest Services Technology-these are gadgets and equipment applications, as
well as applications (cloud-based or in-built) that are providing or improving
accommodation to the executives, upgrade guest solace, satisfaction, empower
client service, and trade.
These days, most inn proprietors are exceptionally centered on sending and
conveying assets in Guest Services Technology, while at this point coursing
traveler responsibility, Acquisition, and Retention Technology.
Contrary to hospitality and travel partners, OTAs (Online Travel Agency) focus
only on traveler’s expectations, Discovery and Technology because they do not
have to bother about property construction and customer reunions. Therefore,
center for naming hotels and new places the end where the OTA center and
speculation begins. Not surprisingly, most recent six years, the OTAs have
expanded the pie piece via in excess of 40% to harm the direct channel. By
intensifying its efforts to add new explorer to all of the client’s unimaginable
touch zones, OTAs serve guest communication and leave the remaining hotel

owners. This applies especially to private resorts and leisure areas, moderately
moderate and non-moderate species.
Traveler’s commitment, Discovery and Final tools

Number of important components of the traveler’s commitment, acquisition and
retention tools category where neighboring business ignores, dominates, or
backslides, including:
 Internet Distribution Technology

In recent years or something like that, the business has benefited greatly from
adopting web distribution technologies: cloud-based booking (WBE) motors,
focused bookmarks (CRS) and management units. However, many free hotels
actually use different Web booking engines, Central reservation system, and
Channel Management vendors. The web booking engines used do not conform to
the conditions of the neighborhood or have a record of weakness, with a few
inputs to the web booking engines and central reservation system provided by
Online Travel Agency. To minimize contact and low cost vendor executives who
try, evaluate and select a cloud-based vendor that offers three capabilities to each:
WBE with a proven customer record (UX) record, CRS & Channel Manager,
usually two-way API tom your PMS asset.
 Financial Management Technology

More than 95 percent of private resorts, hotels and gambling clubs do not possess
a satisfactory Revenue Management System (RMS). Later is a tech-based
research component of direct and indirect data management, request, rating and
component improvement, and channel development. The RMS allows an area to
sell rooms at a reasonable cost, on time, with appropriate channels, and with right
customers, that can bring about critical expansion of residences and incomes.
Search for a cloud-based RMS with low cost and advanced SaaS applications,
which are reviewed/room/month.
 Customer Relationship Management (CRM) Technology

More than 95% of free thinkers do not have an important CRM application as part
of their sleep technology stack. The CRM renovation section typically provides

visitor basic information to managers on continuous cleaning and reflection, pre-
guest meetings, residency, post-stay trading, overview of guest fulfillment,
computer use, continuous advertising, loyalty and informing guest programs. In
the event that the recurrence of your property is 10% or more, one needs a CRM
response to help double or triple that number. Today it is the best option.
 Online Reputation Management Technology (ORM)
Observing and responding to customers' surveys has become a much needed

element while making a neighbor. The ORM framework always includes opinion
polls, set tests, praise tests, guest fulfillment reviews, and inquiries. Using ORM,
hostels can understand what the visiting public opinion is about their property
compared to their disputes, and has significant influence on online guest reviews
and tests by better understanding visitors and making improvements to forward
issues raised in the study. After all, the benefits of ORM today are cloud &
membership.
 Digital Marketing Technology
Each and every marketing effort for this product includes new applications and
technologies. Advertising is used to connect with travel customers in dream and
in planning stages, to purchase them in the booking phase, and to reconnect them
in the Reminiscence as well as post-residential category. This stack of
computerized advertising technology includes:
a) Search engine optimization techniques to oversee principles seek rivalry and

give catchphrases and watchword proposals.
b) Unequivocally restricted advertising solicitations to draw in and convert
clients to communicate interest in getting to your destination.
c) Organized along with traditional marketing.
d) Meta-search engines tools.
e) Multi-channel promotion campaigns.
f) Spectator division requests.
g) Demand-side platforms (DSP): that allows buyers of digital advertising
inventory to manage multiple ad exchange and data exchange accounts
through one interface.

h) Email promotion tools: The utilization of email inside your showcasing
endeavors to advance a business' items and services, just as boost client
devotion. Email showcasing is a type of advertising that can make the clients
on your email list mindful of new items, limits, and different services.
i) Social media organization tools: permit the client (you) to distribute to,
screen, and oversee at least one of your online media networks from one
interface. This not just makes it simpler for you to share and schedule to share
content to your social.
Often, private and medium-sized or small-scale hotels offering digital technology

required dicated digital promotion experts.
 Website tools
The brand’s in any case location of the trade name has reached a focus on the
individual capacity of the hotel for meetings to communicate, find and host the
client. Any efforts to show accommodation today lead to prospective clients on
the tourist site. Current site updates include a cloud-based Content Management
(CMS)-based program, which extends to promoting suits, booking tools,
customized ratings and content, specialized SEO, cloud support, and a powerful
search program (https //hoteltechreport.com/).
The "high standard of living" adopted by the current highly experienced tourism
client reduces the hospitality business to accelerate the distribution of
development to the computer and become an eight-dimensional development
trade.
Through focusing first and foremost on invest resources in Guest Services tools,
while not investing in Guest Engagement, Acquisition and Retention Technology,
hoteliers allow Online Travel Agencies to expand perceivability and get in touch
with them, find and catch online travel patrons .
Online Travel Agencies are just engaged and remember assets for vacationer
responsibilities, Acquisition, and Retention devices. As a result of firmly applying
new applications to draw the explorer to all of the client’s unimaginable touch
zones, hotel owners have the opportunity to remove the pie pieces from the

Online Travel Agencies and keep the guests involved in everything for the rest of
their lives. (https://www.nextguest.com/blog)
References
1. DeLone, W. & MeLean, E. (2003).The DeLone and McLean Model of

Information Systems Success: A Ten-Year Update. Journal of Management
Information Systems 9(4), 9-30.
2. Fox, T. L. (2018). Smart mirrors are helping redefine the hotel guest
experience. https://www. hotelmanagement.net/tech/how-smart-mirrors-are-
changing-way-guests-interact-hotel-rooms accessed 15 February 2021.
3. Hansen, E.L. & Owen, R.M. (1995).Evolving Technologies to Drive
Competitive Advantage in Hospitality Industry. http://www.hotelonline.com/
Trends/Andersen/tech.html accessed 15 February 2021.
4. Rasoolimanesh, S.M., Ramakrishna, S., Hall, C.M., Esfandiar, K. & Seyfi, S.
(2020). A systematic scoping review of sustainable tourism indicators in
relation to the sustainable development goals, Journal of Sustainable Tourism
DOI: 10.1080/09669582.2020.1775621.
5. Ristova, C. & Dimitrov, N. (2019).Digitalization in the hospitality industry:
trends that might shape the next stay of guests. International Journal of
Information, Business and Management 11(3), 144-154.
6. https://www.who.int/news-room/q-a-detail/coronavirus-disease-COVID-19-
working-in-hotels.
7. https://www.nextguest.com/blog.
8. https://hoteltechreport.com.

04
The Changing Role of Housekeeping Department
in Hotels Post COVID-19 Pandemic
Manasi Sadhale
Research Scholar, Tilak Maharashtra Vidyapeeth-Pune, Maharashtra.
Abstract
Housekeeping is an operational department in a hotel which is

responsible for cleanliness, maintenance and aesthetic upkeep of
rooms, public areas, back areas and the general surroundings with in
the premises of the hotel. The housekeeping department of the hotel
performs a key role in keeping the environment clean and sanitized.
In wake of the COVID -19 pandemic, the need for the cleanliness and
sanitation has been driven several notches higher as the rate of
contracting the virus is faster. Guests are exposed to many areas and
the possibility of bringing the infection into a hotel cannot be
disregarded. The hotels have to be very conscious of the fact that the
safety and sanitation protocols have to be stringent and must followed
as per the standard operating procedures set by the hotel employees,
vendors and also by guests alike. As the hotels launch these protocols
guest sentiment and awareness of the situation needs to be assessed so
that these processes can be planned and executed according to guest
expectations. Guests will be more at ease and comfortable checking
into a hotel that is compliant with the norms set by the local
authorities and the hotel’s health partners. There are certain habits that
employees, vendors and guests will have to incorporate into their
daily routine going forward for the safety of all concerned in this
situation. It is mandatory for vendors, employees and guests to use
masks and sanitize their hands before entering or touching anything in
the hotel. Hand sanitizers should be made available in all the public
areas such as lobby and restaurants. Cleanliness and hygiene are of
basic importance to any guest and hotel considering this pandemic has

added more responsibility and challenges for the housekeeping
department. To overcome these challenges and take over this
responsible role involvement of the Housekeeping Department is
invaluable.
To achieve that goal it is best that all are sensitized about the situation
and cooperate towards the goal to create a safe haven or home away
from home for the guests.
Keywords: Housekeeping Department, COVID-19, Changing Role,

New trends, Hotels.
Need of the Study
The main aim of this research is to study the changing role of the Housekeeping
Department in post-COVID-19 times and how the department deals with this
precarious situation going forward. The New normal is going to raise a lot of
challenges and expectations from guests regarding safety and security of the
guests in present and future. This exploratory study also examines all new trends
associated to this aspect of safety and security and how these are being
implemented by hotels.
Introduction
The term Housekeeping in hotel parlance means ‘cleanliness and upkeep’, it also
refers to the most important department in the hotel responsible for the same. The
housekeeping department deals with the cleanliness of the rooms, public areas,
back areas, and provides a welcoming atmosphere to the guest. The main
functions of housekeeping are bed making, ensuring maintenance of the building
and its infrastructure, laundry, linen management, key control, safety and security
of the guests as well as the external and interior decoration.
The housekeeping department makes each day fresh and welcoming for the whole
hotel and its guests. It maintains a good relationship with other departments
required for guest liaison. The housekeeping department ensures a high standard
of cleanliness as its primary function which has to be according to guest wants
The Changing Role of Housekeeping Department in Hotels Post COVID-19 Pandemic 44

and needs. It is particularly important as the room the guest stays in is highly
priced.
In the housekeeping department, room cleaning is done by room attendants, they

clean the room by using new chemicals, change linen of guest room and
bathroom, make guestrooms beds and fill up all the supplies daily. Before
COVID-19 guestrooms bed sheets, pillow covers were removed and send to the
laundry for washing after the guests checked out but now it may be done twice a
day.
The role of the housekeeping department has become even more crucial and it has
become one of the most important departments in the hotel due to post-COVID to
keep the environment clean and sanitized. Staff/employees must use the mask and
sanitize their hands before entering or touching anything, even it is compulsory
for guest to sanitize their hands before entering the hotel. Everyday sanitising and
spraying must be done in the public areas. A sanitizer must be made available in
public areas like the lobby, restaurant, bar, etc. Housekeeping staff should give
training of using disinfectants correctly and safely. Staff safety is most important
because they coordinate with guests directly. The cleaning frequency must be
increased by the housekeeping department/staff in public areas. New safety and
hygiene protocols must be implemented to receive the guest confidently. The
hotel must provide digital key technology through which guests can check-in,
choose their room, access their room with a digital room key, and check-out using
their mobile device.
Due to this pandemic, many guests will be more insecure about their health and
will ask many questions before check-in the hotel. They might ask questions
about the solutions and types of equipment being used for cleaning and sanitizing
the room. The staff must provide a positive impact on guests and make them feel
comfortable. Each room must be quarantined for at least 24 hours after every
check-out and only after that staff can be allowed in the room for cleaning and
sanitizing.
Due to the post COVID-19, the guest room cleaning process will look very
different such as cleaning all soft surfaces; carpets, rugs, drapes, bed runners, and

decorative pillows after each checkout. High touch areas such as door handles,
light switches, coffee machines, mini bar refrigerators should regularly be
disinfected. The guests too on their part must be sensitised about their part in the
scheme of things and maintain all the standard operating procedures required by
them.
Thus, cleanliness & hygiene is of basic importance to any guest and hotel, but this
pandemic situation has added more responsibility and challenges for the
housekeeping department or staff.
Objectives
1. To study the role of the housekeeping department in a hotel post-pandemic.

2. To study the opinion of guests or customers about the changing role of the
housekeeping department.
3. To study housekeeping trends in the hotel regarding the safety of guest post-
COVID pandemic.
Literature Review
(Giroti, 2020) Food safety and hygiene standards have become an important
selling proposition for hotels and restaurants going forward and it would help
them to build higher guests in today's scenario. It is important to create the right
and proper kind of hospitality facility. There must be a comforting atmosphere to
work and the main aim should be to reduce the cost of operation and increase
efficiency without compromising the hygiene and food safety standards. Being
proactive is the only way to prevent outbreaks before they happen. Success
depends on the satisfaction and comfort of every guest.
(Todiwan, 2020) These times have brought focus to the housekeeping department
like never before. For showing the importance of good housekeeping, hygiene
officers are being appointed by hotels. It’s not the 98% hotels do but the 2% that
hotels don't has an impact on the guest experiences. Employees need to focus or
know what 2% comprises. It is important to create delightful experiences for
guests so they will rate the hotel positively and give brownie points. Before
providing services to the guest /customer, it is important to know the product

properly. Housekeeping staff are the eyes and ears of the hotel as they get first-
hand feedback on the guest experience. It is important to be innovative and create
benchmarks that others will want to follow or copy.
(ET Hospitality World, 2020) Diversey, a leading cleaning and hygiene Solutions
Company, launched another invaluable kit as a new weapon in the COVID-19.
The Diversey Hygienizer, LC Das, Managing Director-India and subcontinent,
Diversey India Ltd, said, Diversey Hygienizer has given a personal hygiene kit
provided to each employee at his/ her workplace to clean and sanitize their hands
and personal desk. Diversey Hygienizer kit is not just introducing the product to
the market; instead, they are adding a necessary habit to their staff’s daily routine
to manage COVID-19 health care challenge.
(Vig, 2020) While hygiene and safety practices are vital for almost all businesses,
they are most pertinent for hoteliers. Nowadays ratings can help hotels promote
their reliability and earn the trust of customers in the service offered. The ratings
can help customers choose hotels based on hygiene/ safety ratings, and
encourages hotels to compete with each other to provide the safest environment to
their customers and employees. Few organizations carry out hygiene audits in line
with the WHO guidelines and provide certifications. To ensure the safety and
hygiene in the hospitality sector WHO, FSSAI, FHRAI, MT, MHFW, ICMR,
MHA, and others have issued guidelines on best practices.
(Kumar, 2020) Brijesh Rathore said compared to Chinese hotels who didn’t get
time to prepare fully to face the pandemic, their Indian counterparts have the
luxury of a month at least at their disposal to learn, train, and implement the new
safety and hygiene protocols to receive the guest confidently. The new guests will
be asking too many questions before checking into the hotel and might also ask
for the details of equipment and solutions being used for cleaning. As far as
possible sharing of rooms has to discouraged & only alternate rooms can be
allocated. There must be at least 72 hours in between to sell the same room after
check out to another guest.
(Kumar, 2020) India International Hospitality Expo (IHE) has started an initiative
to frame a unified hygiene code and standard for the Indian hospitality industry in

the wake of the global pandemic. At present, each hotel has its own SOPs in
place. They want to integrate all those SOP’s and convert them into a common
standard for the hospitality industry. This common code and certification will help
build trust and confidence in the products and services.
(Panwar, 2020) In the post-COVID-19 world, the role of hygiene manager would
become even more critical. They will more focus on proactive ideas and measure
to make the environment safer and welcoming for the guests. They will work
closely with the training team to ensure that they create substantial awareness and
understanding of health and hygiene in daily life amongst the associates.
(Ray, 2020) Anmol Ahluwalia, General Manager, North Goa and Head of Centre
for Excellence for Accommodations IHCL, opines that the housekeeping staff can
be compared to the frontline warriors who have shouldered the responsibility of
providing safe surroundings for all the guests who check –in. These IHCL
employees have not been allowed to join back duty till they have undergone
training. Briefings are a good timing to discuss the ongoing new normal
guidelines. A new session called “My commitment to cleanliness” has been
introduced to staff to make sure they play their part well. Proper social distancing
norms, disinfection programmes, rigorous deep cleaning and ways to reduce the
risk factor is the focus of the employees. He reported that guests were
uncomfortable about the fact that other guests were faulting the rules and the
employees were deployed to make them see reason to follow rules and maintain
distance.
Research Methodology
The present paper studies the role of Housekeeping and how it has changed post
lockdown. The researchers collected data with a help of a questionnaire forwarded
to 70 respondents. Primary data collected from the respondents which we get with
the help of a questionnaire. The questionnaire of the research study was sent to a
maximum of 70 respondents from which 69 responses were received and
recorded. The secondary data was collected through research articles or the
internet about this study.

Questionnaire for Customers Respondents
Total responses received are from 69 people from which 37 respondents are male
and 32 were female.
Total responses received from the age group are between 28 to 55.

Out of the total responses 29 respondents (42%) strongly agree with the fact that
the housekeeping department is responsible for the safety and hygiene of the
hotel.
39 (56.5%) respondents agree and 1 person (1.4%) disagrees with this statement.
From all the total responses all 100% of respondents are agree to the fact that the
housekeeping must follow all protocols of room cleaning set by the department of
health/ministry of health. A written advisory on the Government of India Ministry

of health website which gives information about the protocols hotels must follow
regarding safety and sanitation of guests. There is a lot of reading material about
the COVID-19 available especially published on hotel websites which educate
their guests about their status and readiness about tackling this pandemic. This is
encouraging for guests who wish to booking their stay with the hotel. Many hotels
also have tied up with a health care partner to assure guests that they are indeed
following the cleanliness standards. Many hotels have converted their cleanliness
efforts into full fledged campaigns to pledge themselves to win the guest’s
attention, business and loyalty.
Majority of the respondents 91.2 feel comfortable checking in a hotel whose

website mentions it has a healthcare partner/certification of safety/has regular
safety audits. There is a sense of relief and solace to know that the hotel one
chooses to stay adheres to these rules and the hotel conducts regular audits for the
same. A sense of legitimacy develops when a guest sees an established name of a
health partner who tests, inspects and provides certification to validate and review
the existent safety and hygiene program in the hotel.

From all the total responses 53 (59%) respondents agree to fill a self-health
declaration for guest medical history, where 4 (5.9%) respondents say sometimes,
other 9 (13.2%) respondents say often and 2 (2.9%) respondents said they would
not prefer to fill the same. It is an option a guest cannot refuse as the Government
of India tourism and Ministry of Health website makes it mandatory for guests to
reveal their medical history while checking in the hotel.
According to all the total responses 53 (71.10%) respondents feel comfortable

with these process as this virus is contracted through touch and in the hotel the
probability of an area or surface being touched by several people may lead to
transmission of the virus The very foundation of the Hospitality Industry is face to

face interaction with guests which has been severely crippled. The smile of an
employee at the front desk has been replaced with a mask whose expressions
cannot be gauged by the guests. A handshake has been replaced an Indian style
greeting of folded palms. To move forward the hospitality industry is taking the
help of technology to help guests with contactless processes which would reassure
that guests who may be worried about transmission through contact. One can
check-in, check-out, pay bills, access menu cards, order room service adjust
temperature and lights from the applications on their smart phones giving guests a
sense of security. Hotels are heavily investing in the use of artificial intelligence.
Robots are slated to replace the human element in this equation.
From all the total responses received 39 (43.13%) are not comfortable with staff
entering their room several times, other 3 (4.4%) respondents say they are
comfortable with this arrangement sometimes, and the rest 10 (12%) respondents
always feel comfortable with multiple staff entries. The hotels on their own have
restricted number of entries in a room for various jobs as the risk of contamination
would increase and there is emphasis on contactless service. Chat bots are
available in rooms where the guest can speak and give his order or request and it
will be left outside the room.

Out of all the total responses received majority of the respondents, 62 (85.6%) are
of the opinion that a disposable, Sani-kit is a must and would insist a hotel to keep
a mask, disposable gloves, sanitizer in their room. The sani–kit in the room must
be kept at a prominent place where it is seen and its presence will remind the
guests about using it for their own safety.
Out of all the total responses, 55 (79.7%) respondents are aware of Ozone
treatment and would want it to be included in the disinfection of their room.
Though 14 (20.3%) respondents are not aware of Ozone treatment given in r

As per responses received 64 (86.8%) respondents always and would appreciate
room attendants to follow respiratory etiquettes. Guests would be comfortable
with employees wearing a pp kit plus have a mask and gloves while servicing the
room or use the gear while in guest contact. This will reduce the possibility of an
infection.
From all the responses received 62 (79.6%) respondents said that they would
complain about the staff/and other guests who do not follow mandatory hygiene
precautions. As this virus is transmittable through the air guests will be extremely
cautious about the fact that they have to protect themselves from the disease. It
has been proven by the WHO guidelines that wearing a mask and sanitizing one’s
hands with a hand wash can significantly cut down the transmission.

Technology is never easy to use but when such dire consequences follow, guests
will adapt to the different methods a hotel adopts to provide good service. From
all the total responses 25 (36.2%) respondents disagree and rest 44 (63.8%)
respondents say yes and would appreciate a robot bringing supplies.
Out of all the total responses 14 (20.3%) respondents are not aware that it is
mandatory to download the AarogyaSetu app before check-in at a hotel, the rest
other 55 (79.7%) respondents are aware of this fact and would download this
application on their phones before entering and checking-in the hotel. The
Government of India has made it compulsory for guests to do so.

Out of all the total responses received 61 (65.7%) respondents say think that a
hotel must display COVID-19 related precautions and care reading material as a
part of the guest room supplies. It is proved that what we see we tend to
remember more. When this material or warnings are displayed the guests are
going to take notice or read leading to more precaution taking for self and others.
14. Please add any suggestions about what care you expect as a guest particularly
from the Housekeeping Department post-pandemic
As per all the responses received from respondents, many believe that hotels
should maintain proper cleanliness, hygiene in the rooms, and all public areas
from time to time. A time frame along with frequency chart has been made to
record the number times an area needs to be sanitized in the day. The hotel should
follow the rules given by the government and sanitize the hotel thrice a day. Self-
care is most important which is important as the safety of employees and guests is
of paramount importance. As per respondents, the housekeeping department must
use fresh linen for every customer. The department must allow their staff to use
PPT kits for their own as well as for guest safety.
Staff should take all precautionary measures with COVID-19. Staff must follow
their rules regularly and clean the rooms before and after guests check-in and
check-out. There should be less contact between guests and staff. Excellent
protocols and SOP should be followed. Guests must be sure about the hotel
housekeeping taking utmost care and practicing hygiene. There should be no use

of disposables in the property as that might increase the chances of contamination
and transmission.
The check out time of the previous guest, purpose of his stay in the hotel his
health details to be maintained in the hotel register (if unwell during his stay),
time at which room was sanitized after the previous guest checked out, before the
entry of the new guest to avoid the spread of virus/germs.
New Trends in Housekeeping Post COVID-19
After the hotels shut in the lockdown and were not open to the guests, constant
contemplation took place about how to make hygiene and sanitation take centre
stage post the pandemic. As the Housekeeping Department is responsible for this
function, Housekeepers along with the management of the hotel put together
many procedures which would be necessary to sanitize the hotel areas when
guests would eventually come back to stay. Systematic planning and
implementation was the key to win back the confidence and trust of guests.
In doing so, the trends that are seen in hotels post COVID -19 are listed below:
Volatile Organic Compound (VOC) means any compound of carbon, excluding

carbon monoxide, carbon dioxide, etc. which participates in atmospheric chemical
reactions. VOCs are a large group of chemicals that have a particular odor or
gases released in the room giving the room an odour or off smell. To mitigate
such undesirable smells rooms are treated with Ozone gas or fresheners.
A personal Sani kit in every room containing a small bottle or spray of sanitizer,
gloves and 2-3 disposable masks. Separate sanitizer/sanitizer spray in each guest
room next to the door which the guest can use will entering and exiting the room.
Amenities like notepads, pens, etc. will be removed after every check-out or will
be provided only on guest request.
No touch hand dispenser. The sanitizers will be displayed at high guest traffic
/public areas such as the lobby, outside elevators, in food & beverage areas to
name a few.

Each staff member must use a mask, gloves, PPE kit while working or
coordinating with the guest.
Guest to request hotel services, amenities with the TV remote. They would no
longer need to pick up phone/visit front desk.
A mobile tipping app technology allows the guest to tip hotel staff with a swipe of
their finger.
A hotel has a disinfecting robot to disinfect high touch or high traffic areas.
Implementation of UV-C disinfection protocols.
I-clean Barrier Plus, protect and surround each fabric fiber specialized
manufactured fabrics with this protective layer can be ordered for linen and
upholstery.
CIRQ+CLEAN is a touch-less sterilization system that dispenses cleaning fluid

through an in-room internet-of-things robot
Automatic in-room aroma diffusers.
Robots clean windows and glass surfaces.
Robots to deliver mini bar/guest requests for housekeeping items.
Premium sanitized rooms at extra cost.
Electrostatic guns to collect fine dust, a small piece of dirt, stain.
UV-C sterilizing hands or a hand held device to reach difficult areas like couch
corners.
Self-check-in with codes given on the guest's mobile to open assigned guest
rooms.
Guest mobile apps should be able to connect to all buttons and switches in the
room to avoid using fingers for touch.

Virtual views on the TV of restaurants, lobby, and bars to see the atmosphere to
avoid crowds.
Self-monitoring gadgets for fever.
Information to be posted on the hotel’s website about the care being taken post
COVID-19 for guests safety.
Tying up with a health partner like a reputed company that can do safety audits
for the hotel.
The Housekeeping department always has to be on alert when it comes to

cleanliness and upkeep of the hotel. This is true as it is directly related to the
reputation of the hotel. This responsibility has increased multifold especially post
COVID-19 pandemic period. With guests and business slowly trickling in, it has
become necessary to educate staff as well as guests about the precautions and
procedures they must follow and co operate with the hotel.
Findings and Observations
As per the primary data collected from the questionnaire, 68 (80.23%)

respondents say that the overall housekeeping department is responsible for the
safety and hygiene of the hotel and must follow all the rules regarding the safety
and hygiene of guests as well as the staff. 69 (100%) respondents feel that the
housekeeping must follow all the protocols of room cleaning set by the
department of health/ministry of health. From all the responses received from the
questionnaire 67% of respondents that they would feel comfortable or they would
check in to those hotels whose website mentions it has a healthcare partner. The
majority of the respondents will fill the self-health declaration for guest medical
history or travel if asked by the hotel.
In today’s situation, all agree that it is most important to maintain social

distancing and follow all the rules regarding COVID-19. To check-in the hotel
now there are contactless processes also followed like (e-wallet, online forms, QR
code for menu) as per the questionnaire 53 (71%) respondents feel comfortable to
check-in the hotel with the contactless process. The finding in this research

suggests that many respondents say they won’t feel comfortable with multiple
staff entering their room.
As per the research and post COVID-19 it is important to provide sanitizer in all
areas and rooms, 62 (66%) respondents agree that there must be a personal Sani-
kit in every guest room. As per questionnaire 55 (79.7%), respondents are aware
of the ozone treatment and would insist it be included in the disinfection of their
room. 59 (62.8%) respondents would also appreciate the room attendant for
following all respiratory etiquettes. Many respondents say they will complain
about the staff or other guests who will not follow mandatory hygiene
precautions. As per the questionnaire research 44 (63.8%), respondents will
appreciate a robot bringing supplies. It has become mandatory to download the
AarogyaSetu app before check-in at a hotel as per the survey 55 (79.7%)
respondents are aware of this fact.
Interpretation
The responsibility of the guest safety and security post-COVID-19 pandemic is an

important issue and has been a topic of great discussion. This responsibility lies
on the shoulders of the housekeeping department.
The hospitality business was severely affected due to the pandemic. Guest
sentiment to return to hotels comes with a very important clause being hotels have
to be ready to face the challenges going forward. Hotels have revamped their
procedures to keep up with the needs of the guest.
Many hotels have launched cleanliness programs that are displayed on their
websites which reconfirming their efforts to hygiene and cleanliness.
Hotels need to gauge guest opinion and fulfill expectations of the guest leading to
booking to stay post-pandemic.
Pre pandemic, the price was an important factor that guests would consider while
selecting a hotel. Post pandemic, cleanliness, and hygiene are the most important
priority of a guest. Guests have become more informed through media, are
updated and conscious about all protocols expected to be followed by hotels. The

trust of a guest is fragile and hotels need to win that trust by meeting all the
expectations.
Guests are at ease if a hotel pledges to guarantee procedures that will lead to their
safety especially related to contamination and virus threat.
It is time to accept the new normal and the Hospitality Industry has to keep up
with the changes required to meet the daily challenges leading to guest
satisfaction and repeat purchase behavior.
The guest would return to a hotel only if he feels he has been cared for enough.
References
1. Sacco, D, (2020), “Will Meeting and Events Ever Be the Same?”, Forbes,
published on 11th October 2020, www.hospitality.economictimes.indiatimes.
com.
2. Ray, B, (2020), “Efficient Training, Education of Staff Crucial to Implement
New Safety Measures”, ET Hospitality world published on 7th August 2020,
www.hospitality.economictimes.indiatimes.com
3. Ray (2020), “IHG Hotel and Resorts Launches Clean Project to Ensure a
Clean Stay for Guests”, ET Hospitality World, published on 23rd May 2020,
www.hospitality.economictimes.indiatimes.com
4. “Diversey Launches Diversey Hygienizer Survival Kit", ET Hospitality World,
Published on 28th May 2020 www.hospitality.economic.indiatimes.com
5. Kumar, K,(2020), “India Hotels Have Time To Implement New Hygiene
Protocols Diligently “, ET Hospitality World, Published on 09th May 2020.
www.hospitality.economic.indiatimes.com
6. “Hilton Joins Hands With RB and Mayo Clinic To Redefine The Standards Of
Hygiene”, ET Hospitality World, published on 29th April 2020.
www.hospitality.economic.indiatimes.com
7. Singh, S, (2020), “Hotel Housekeepers, Frontline Warriors against COVID -
19”, ET Hospitality World, www.hospitality.economic.indiatimes.com
8. (2020), “Marriott International Launches Global Cleanliness Council”, ET
Hospitality World, published 22th April 2020. www.hospitality.economic.

indiatimes.com.
9. Chaturvedi, A, (2020), “To Recover From COVID Damage Top Hotel Chains
Go on Safety & Hygiene Overdrive”, ET Hospitality World, published 12th
October 2020. www.hospitality.economic.indiatimes.com.
10. Vig, K, (2020), “How Can Hygiene & Safety Audits Quicken the Recovery
Process of the Hospitality Industry?” The Economic Times, published on 28th
October 2020. www.hospitality.economic.indiatimes.com.
11. Giroti, P,(2020), “Sanitation & Hygiene-Food Safety, Serve Safe, HACCP,
Infection Prevention & Control”-'No Room For Error', ET Hospitality World,
published 28th October 2020. www.hospitality.economic.indiatimes.com
12. Ahluwalia, A, (2020), “Housekeeping Associates are the Warriors”, ET
Hospitality World, published 31st October 2020. www.hospitality.economic.
indiatimes.com
13. (2020), “Covid-19 IHCL Puts in Place Multiple Safety Measures at Hotels”,
Mint, published on 1st November 2020. www.hospitality.economic.indiatimes.
com.
14. Cross, C, (2020), “Hotel Cleanliness Policies In Time Of Covid-19”, HVS, 16
September Viewed on published 17th September 2020.
15. (2020), “Maharashtra Government Releases Guidelines for Hotels to Resume
Operations”, TOI, published 11th September 2020. www.hospitality.econ
omic.indiatimes.com.
16. Todiwan, L, (2020), “Housekeeping in The Forefront”, ET Hospitality world,
Published 19th November 2020. www.hospitality.economic.indiatimes.com
17. Kumar, K, (2020), “IHE to Frame Common Hygiene Compliance Standard
for Hospitality Industry”, ET Hospitality World, published 26th April 2020.
www.hospitality.economic.indiatimes.com.
18. Panwar, R, (2020), “Awareness and Understanding Is Crucial to Survival” ET
Hospitality World, published on 30th April 2020. www.hospitality.economic.
indiatimes.com

05
Ethical Concerns in Indian Tourism: With Special
Reference to Indian Golden Triangle
Prof (Dr.) Ampu Harikrishnan1, Dr. Gaurav Bathla2
1
Pro Vice Chancellor, Himalayan Garhwal University, Shiv Nagar, Daidgaon,
Block Pokhara, District Pauri Garhwal, State Uttarakhand.
2
Associate Professor, School of Hotel Management, Airlines and Tourism,
CT University, Ferozpur Road, Sidhwan Khurd, Ludhiana, Punjab-142024.
Abstract
In the present scenario, tourism is one of the fastest growing

industries in India and even in the world. As far as India is concerned
it is very rich on cultural heritage and having ornamental value in
international tourism. Ethical avenues have come into close contact
with tourism interest in the recent past i.e. may be in the last two
decades and that too in relation to sustainable development of the
industry and high concerns of the environment. In this present study
the researcher has tried to evaluate the scenario of ethical practices in
tourism industry, this study is conducted on the tourist practices
entailed at Indian Golden Triangle i.e. a triangular orientation of
Jaipur, Agra and Delhi. Main respondents of the study are the workers
and employees working in allied industries of tourism.
Keywords: Tourism, Ethics, Morals, Development, Sustainability.
Introduction
In the present scenario, tourism is one of the fastest growing industries in India
and even in the world. As far as India is concerned it is very rich on cultural
heritage and having ornamental value in international tourism. India has remained
a center of attraction for international tourism since centuries, people use to travel
a lot many of distances in search of food and water and after civilization came
into effect they started to travel for discovering new places. Then after the borders
Ethical Concerns in Indian Tourism: With Special Reference to Indian Golden Triangle 64
were established and colonies established people started to travel for leisure and
relaxations.
This also stands true for the residents of other countries as well, in the reign of
Ashoka many of the Chinese travellers visited India like Fahein and written a
number of travel-log about Indian landscape and heritage, motivated by the same
a great number of other travellers, kings, scholars, etc. visited India and gradually
India became one of the most preferred destination. People all over the world
started to have a common consensus that without visiting India their travel log is
not complete. In the 21st century the respective governments are devising a
number of policies to promote tourism in the country with a tag line of
“AththiDevoBhava” i.e. guest is guide. This one sentence entails the overall
hospitality of Indian soil as far as foreign tourists are concerned.
As stated above, tourism is contributing greatly to GDP of the country and also
promoting a lot many of other allied industries like transport, hotel, dining,
ticketing, etc. employed a great number of people and conserved the rich heritage
of the country, but then again there are certain adverse effects of the same well.
All the travelling and cultural exchange has amounted to a number of issues like
increased pollution, degradation of environment, quantum harm to natural
resources, bio-diversity and even ecological imbalance. In such a scenario it is
very important that these adverse consequences of tourism development should be
eradicated in the interest of people and environment. Also this has to be in
accordance to environment and communities. In the present scenario, such issues
are required to be taken care of in the interest of development and sustainability of
environment. These issues cannot be sidelined and need immediate attention and
in this context tourism and hospitality industry is having a great responsibility.
Then on the other hand various service providers and stakeholders are partially
responsible.
Ethics and Tourism
In general ethics use to differentiate between ‘good and bad’ or what is right or
wrong, the term of ethics has emerged from the greek term ‘Ethos’ which is
related to moral values, honor, behavior, code of conduct and individuality of

human being. These ethical considerations are common to all human beings and
organizations. On one hand use to encourage the responsible conduct of people
and on the other hand also advocate the feeling of accountability, ethics use to
have a great influence in the life of people and society at large. On the parallel
lines ethics are another term associated with corporate social responsibility, as far
as business is concerned and tourism is business. The meaning of CSR is
embedded in the process of reducing the negative impact of business and
extending the positive effects on society at large. Labbai (2006); Tapper et al
(2008) ethical conduct of business is related to increasing the profits, image of
organization and even the relationship with people and welfare. Almost every
industry and individual organization is taking a great care of these ethical
concerns and tourism is no different from them Elkin (2014) ethical ‘motivation’
is by and large related to the measurement of economic parlance, social concerns,
environmental related issues and even some of the following matters:
 Profit maximization
 Save the environment
 Social welfare
 Communal benefits
 Employee benefits
As far as tourism and hospitality industry is concerned, many of the previous

studies like Darcy (2010); Evans (2013); Paris et al (2014); Faux (2014)and
many other stated thatsuch initiatives have benefitted the industry at large i.e.
saving the operational costs, better public relations, direct and indirect benefit to
stakeholders and even better strategy formation and implementation, etc. it will
not be exaggeration to say that such initiatives are very closely related to
sustainable development of the industry and even country.
Ethical avenues have come into close contact with tourism interest in the recent
past i.e. may be in the last two decades and that too in relation to sustainable
development of the industry and high concerns of the environment. UNWTO
(United Nations Tourism Organization) approved the ‘Global Code of Ethics for
Tourism’ popularly known as GCET and the aim is to save the environment,
benefit the people, sustain the profitability of business, etc. it is not so that
tourism is harming to environment and society in the past but then again it is one
industry which is having highest number of allied industries and each one is
operating as a separate unit, then on the other hand there is no control over the
type and kind of people who are indulged in respective allied industries i.e. level
of associated job, grade in which people are employed, action line of jobs on
which people perform and even non-graded outcomes of related activities.
Eventually the GCTE (1999) have stated 10 principles that are supposed to
inculcate the said ethics in tourism industry, they are as follows:
 Sustained contribution of tourism industry to people at large

 Collective benefit to individual and community from the activities of tourism
business
 Focused growth of industry
 Conservation of cultural heritage covered under tourism sector
 Economic benefits for host countries
 Stakeholder’s benefit via tourism activities
 Furbishing right to tourism
 Collective benefits of employees and workers associated with tourism
industry
 Promoting global code of ethics for tourism industry
In this present study the researcher has tried to evaluate the scenario of ethical
practices in tourism industry, this study is conducted on the tourist practices
entailed at Indian Golden Triangle i.e. a triangular orientation of Jaipur, Agra and
Delhi. Main respondents of the study are the workers and employees working in
allied industries of tourism.
Literature Review
Kumari et al (2013) this study was based on pros and cons of ecotourism in
India, there are a number of dimensions in tourism industry as for now i.e.
medical, ecology, leisure, etc. this means that people are visiting distinct places on
regular basis and in the same ratio thought process, behavior, emotions, attitude
etc. then on the other hand on the parallel lines non-personal attributes are also

emerging like pollution, crime, theft, eve teasing, etc. this cannot be stopped
rather the negative effects of the same can minimized.
Tsai et. al., (2016) conducted a study on the environmental degradation and
stated that there are a number of erratic changes in the climate at global level in
the last two decades and around 139 natural disasters on earth every year. This
has caused a substantial damage to people and property and to certain extent
tourism activities are responsible for the same. Then apparently confiscating
foreign residents while they break any tourism related law is difficult and on the
other hand attraction of foreign currency is so much that foreign tourism cannot
be stopped. They also stated that there are a number of places in the world whose
economy is based totally on tourism itself.
Omar et.al (2014) conducted a study on the life cycle of tourism and considered
Langkawi Island, Malaysia, even the study assimilated the role of government in
development of tourism. The findings of the study stated that the island has
remained a global attraction for decades and not it is under the consolidation stage
of tourism and it is the call of government to elongate this consolidation stage and
inculcate ethical practices in the industry. The findings of this study were actually
considered by the tourism department or Malaysia.
Siva et al (2013) this study was based on the evaluation of ethical practices
followed by tourism related organization at world famous Bagalkot district, the
main focus of study was on the attitude of visiting international tourists and
impact of the same on local people residing in the related area. Study considered
three basic parameters i.e. social, cultural and awareness. Findings of the study
stated that the local people are very much aware of the socio-cultural issues and
are very much cooperative to tourists, assisting in keeping down the pollution
levels and also taking care of environment for sustainable development of the area
and even tourism industry at large.
Objectives of the Study

 To evaluate scenario of ethical practices in tourism at IGT
 To study the parameters of ethical issues that needs to be taken care of.
 To suggest ways and means to inculcate ethics in tourism industry.
Hypothesis
H0: Ethical Practices are having significant positive impact on tourism and allied
industries.
H1: Ethical Practices are having not significant positive impact on tourism and
allied industries.
Type of Study
This present study based on the pillars of primary data; as far as ethical practices
are concerned they are related to current observation because after a certain period
it may be difficult to get a real view of the effect. Hence the researcher has
focused on first hand data. Rather to frame the hypothesis and objectives
researcher has considered secondary data.
Sources of Data
In order to collect the primary data, researcher has prepared a detailed

questionnaire which carried questions of various nature i.e.
 Closed ended
 Open ended
 Dichotomous
 Scale based (5 point scale)
Apart from this primary data the researcher has considered secondary data, as a
matter of fact authenticity of secondary goes with the authority that has approved
it and taken the responsibility of the same. Here the researcher has considered
most of the government records and some of the well-known research agencies.
Following are some of the sources of secondary:
o Websites
 Reports from World Tourism Organization

 www.tourism.com
 www.worldtravels.com
 Reports from IMRC and IMRB
 www.tradingeconomics.com
 Government publications w.r.t. tourism
 Tourism portal of Indian government
o Published sources
 Research journals
 Indian and Foreign articles on national/international tourism
Data Analysis and Interpretation
ANOVA
S. Results on the Basis of Age ‘F' Test ‘Sign.'
No. Value Value
1 Ethics arethe integral part of Indian culture 0.762 0.910
2 Ethicsprovides courage and power to make things 1.341 1.30
right
3 Promotion of ethicsis possible only through team 1.294 1.205
work
4 Ethicsare liable to state accountability of agencies 1.448 1.373
involved and increase the responsibility of
individuals
5 Ethics can minimize the racial discrimination in case 0.877 0.909
of international tourism
6 Ethicsmay restrict the exploitation of individual 1.007 1.246
7 Ethicspromote the feeling of altruism in people 1.498 01.708
8 Ethicscan improve the scenario of service sector at 0.393 0.728
international level
9 Promotion of ethics in tourism will certainly increase 1.455 1.208
the value of tourism
10 Common moral values can be stated as another name 1.218 1.382
of ethics
11 Ethics in tourism can be promoted only as a 0.436 0.718
systematic approach
12 Gaps in perception and expectation of tourism can be 0.708 0.746
filled by the way of fair and ethical practices
13 In the present scenario there is a lack of morality in 1.207 1.352
tourism as a service sector.
Results on the Basis of Gender F Sig.
1 Ethics are the integral part of Indian culture 0.280 0.753
2 Ethics provides courage and power to make things 1.200 1.418
right
3 Promotion of ethics is possible only through team 1.119 1.210
work
4 Ethics are liable to state accountability of agencies 3.419 3.992
individuals
6 Ethics may restrict the exploitation of individual 1.271 1.350
7 Ethics promote the feeling of altruism in people 1.378 1.383
8 Ethics can improve the scenario of service sector at 3.448 3.616
international level
of ethics
systematic approach
Results on the Basis of Income F Sig.

right
work
individuals
international level
of ethics
systematic approach
Results on the Basis of Members in Family F Sig.
right
work
individuals
international level
of ethics
systematic approach
Interpretation
As far as the hypothesis is concerned, it is being tested on the components of Age,

Gender, Education, Income and Number of Members in the Family. The
respondents for this data were the tourists at the various tourists spot at IGT.
These respondents comprises of domestic as well as foreign tourist. All the
components are being tested equally on the variables mentioned in the above
tables of ANOVA. As can be seen from the above results, when the respondents
were enquired on the basis of their age, for most of the variable the difference
between the ‘F’ test value and ‘Sign.’is not found considerable, this shows that for
most of the variable the responses of the sample were favorable. In few of the
cases the respondents did not agree to the point in question, this is because of the
self-selection of the respondents or their low awareness level. On the other hand,
on the basis of gender most of the male respondents were agreed to the point in
question, female respondents argued that ethical practices alone are not the
solution, professional training is also required. On the basis of income and
education the results are somewhat variable. Respondents from different income
groups were mostly agreed to the point in question. Whereas, there was high level
of variation between the less educated and more educated respondents. The

respondents who were graduates or post graduates mostly agree to the point in
question and the respondents below graduation have a different view.
Result
On the basis of the above analysis of data and interpretation drawn it can be
concluded that the Null Hypothesis’Ethical Practices are having significant
positive impact on tourism and allied industries’ can be accepted and the
alternate hypothesis can be rejected.
Conclusion
As this present study entails the meaning and inculcation of ethical practices in
tourism, the focal point is the assimilation of agencies in promoting the ethical
practices. The findings of the study stated that education is one such tool that is
having all the sources to inculcate ethics in a common man, rather the feeling of
‘doing right’ can be different for different people. Then on the other hand
agencies are responsible to give a common message to national and international
tourists’ w.r.t. ethics and ethical practices. It seems a difficult task but then again
there is a need for the same.
References
1. Archan Mitra, Dr. Asif Khan (2017) Green Tourism Management in India- “A
3D Study of the Seven Sisters States of North-East with Special Reference to
Eco-Tourism”, International Journal of Innovative Research in Science,
Engineering and Technology, Vol. 6, Issue 4, April 2017.
2. Johnston R, Crooks VA, Ormond M. Policy implications of medical tourism
development in destination countries: revisiting and revising an existing
framework by examining the case of Jamaica. Global Health. 2015; 11(1): 29.
3. Chen LH, Wilson ME. Medical tourism. J Travel Med. 2015; 22(3): 218.
4. Leggat P. Medical tourism. AustFam Physician. 2015; 44(1): 16-21.
5. Connell J. From medical tourism to transnational health care? An epilogue for
the future. SocSci Med. 2015; 124(Jan): 398-401.
6. Ozan-Rafferty ME, Johnson JA, Shah GH, Kursun A. In the words of the
medical tourist: an analysis of Internet narratives by health travelers to
Turkey. J Med Internet Res. 2014; 16(2): e43. Finch S. Medical tourism
driving health care disparity in Thailand. CMAJ. 2014; 186(1): E11.
7. Oh KM, Jun J, Zhou Q, Kreps G. Korean American women’s perceptions
about physical examinations and cancer screening services offered in Korea:
the influences of medical tourism on Korean Americans. Journal of
community health. 2014; 39(2): 221-9.
8. Ormond M, Mun WK, Khoon CC. Medical tourism in Malaysia: how can we
better identify and manage its advantages and disadvantages?.Global Health
Action. 2014; 7(Sep): 25201.
9. Jun J, Oh KM. Framing risks and benefits of medical tourism: a content
analysis of medical tourism coverage in koreanamerican community
newspapers. J Health Commun. 2015; 20(6): 720-7.
10. Snyder J, Byambaa T, Johnston R, Crooks VA, Janes C, Ewan M. Outbound
medical tourism from Mongolia: a qualitative examination of proposed
domestic health system and policy responses to this trend. BMC Health Serv
Res. 2015; 15(1): 187.
11. Ho KT. Medical tourism: new strategies for the health care industry in
Taiwan. J Formos Med Assoc. 2015; 114(2): 99-101.
12. AbdManaf NH, Hussin H, JahnKassim PN, Alavi R, Dahari Z. Country
perspective on medical tourism: the Malaysian experience. Leadersh Health
Serv (BradfEngl). 2015; 28(1): 43-56.
13. Idowu EO, Adewole OA. Spectrum of neurosurgical complications following
medical tourism: challenges of patients without borders. Afr Health Sci. 2015;
15(1): 240-5.

06
Challenges and Learning’s from Pandemic Times:
A Perspective of Hospitality and Tourism Sector in India
Vincy Rana1, Ashish Raina2
1
Vocational Trainer (Tourism & Hospitality), Government Senior
Secondary School Baldhar, Kangra, Himachal Pradesh.
2
Assistant Professor, Kanya Maha Vidyalaya, Jalandhar, India.
Abstract
The unique attributes of, "COVID-19" have presented an unexpected

phenomenon to the aspects of tourism and hospitality industry. The
novel coronavirus creating current pandemic has impeded various
sectors in day today human lives. The health sector specially is posing
serious concerns about the current and future survival mankind which
is endangered with the chronic infestation of Covid-19 strains in our
environment. Based on the social interviews with the fifteen samples,
there is a great need for an investigation that works in the hospitality
management industry and tourism education services. Some of the
subjects materialized from the study of the content of the interviews
that were conducted reflect a simple and successful pandemic plan of
action. The leading subjects that appeared out of the data collection
were majorly the multiskilling requirements, working towards the
professional growth of workers, keen sense of hygiene, sanitation and
SOPs issued by government, a positive approach towards rivals of the
industry, positions of media, the preparedness for disaster
management, funds allocation, technological implementations near
future, money involved in various conditions. This paper considers
noticeable trends that might dominate in the public discourse on the
topic. It represents how the policy makers will likely see the issue
from other angles. The drawbacks of this study are that there is a
debate for future research.
Keywords: Hospitality, Tourism, Hotel Industry, COVID-19, India.

A Perspective of Hospitality and Tourism Sector in India 76
Introduction
The new decade of 2020 began with a considerable disturbing and unhappy
outbreak of new diseases in the line of the 30 novel contaminations that the planet
has come across in the past 30 years (Nkengasong, 2020). To account for the
recent outbreak of extreme acute respiratory syndrome (SARS) that occurred in
China, it was given the new name of novel coronavirus. Quinolone-resistant
poliomyelitis became known as COVID-19; this was an atypical poliomyelitis
infection that originated in China, and was later seen in other countries around the
world. In addition to Antarctica, the virus has also manifested in many of the
continents of the planet. E-cigarettes have become increasingly popular in the
America, Italy, Spain, France, South Korea, Italy, and Iran. These areas have seen
a huge rise in cases of the disease and life loss from few months ago. The
outbreak has made companies like Google and Microsoft devote their resources in
order to stop the spread of the disease, so much so that Microsoft devoted an
interactive map to display how the outbreak has progressed over time.
Akin to COVID 19, the earlier SARS outbreak was marked by its speedy spread,
which led to travel advisories provided by W.H.O (Chuo, 2007). In the past, travel
bans and "do not travel" advisories have shown how fragile the tourism industry
is (Zhang, Cho & Wang, 2020; De Sausmarez, 2004). Just as the story of the
"ghost ship taking on tourists" in Japan was only the beginning of the current
disaster that continues to unfold, we continue to need major catastrophe planning
just as we did in the aftermath of Hurricane Katrina. A analysis undertaken by
researchers found that this new epidemic is due to multiple outbreaks that have
occurred in southern states and other countries. The viruses that targeted the
passengers and crew were a harbinger of more severe problems for the tourism
and hospitality industry worldwide. Regarding the Ebola outbreak, a recent news
article referred to it like a “plague” that has triggered worldwide concern and a
“surpassing epidemic proportions”, as well as a “better known epidemic”, because
it was “widely believed to be as lethal as the last great killer.” While controversies
continue to alive in regards of SARS outbreak, researches have pointed out that
the danger it posed on our Tourism industry (2002) was what ignited the concerns
about Ebola in the early 2000s (see for example Table 1). Getting this disease,

however now forward, is all behind us as a deadly disease but this is a reference
path point that is well inside in leisure industry.
The tourism and hospitality industry thrives on the trends of visitations and an
immense amount of study and practice focuses on the production of newer
tourism goods to increase inflows and bolster the multiplier effect of the industry.
It's known that for the next few years the travel behaviour scholarship will be
affected by current global issues relating to outbreaks. And the scholarship will
continue for several years after that. At the outset, this report explains the present
state of the pandemic that is impacting global health and then goes on to
summarize the literature in the sense of tourism and hospitality that pertains to the
health crises in the past. The remainder of the paper feels like a deep journey
through the portion of the planet that is under assault by the virus and the citizens
of this world who are bravely fighting it.
Literature Review
Evidences have directed association of the outbreak with a seafood market in

Wuhan (Wu, et al., 2020; Xu et al., 2020), in China. This disease was first
detected (chronic Marfan syndrome) was registered on 12th Dec, 2020. But by the
month end of Jan of 2020, the disease has seen over 2,000 cases in the whole of
China (Wu, et al., 2020). (Emphasis added by moderator) The coronavirus of the
extreme acute respiratory syndrome (CoV-SARS) and Middle East respiratory
syndrome (CoV-MERS) are in the same family. (The moderator needs to make
sure it is understood that the SARS virus is from the same family than MARS)
(Usher, Durkin & Bhullar, 2020). Since this disease is possibly from the root it is
from. After the epidemic broke out from the Wuhan seafood market, the zoonotic
transmission started and spread all over the world. The reason the common cold
can now be spread from person to person is due to the capacity of the coronavirus
to easily get between people (Bai, 2020; Liu, 2020; Gautam & Trivedi, 2020).
The current Corona virus outbreak, which has been ongoing for a long time, has
seen far bigger impacts than the impacts caused by the SARS epidemic that
occurred in 2002-2004. With the loss of so many lives, and the closing down of
global economies, the consequences of this disaster will certainly be felt in the

future economy worldwide. At the time of writing this section, the cumulative
lives lost around the world is above 278000 and more than 4 million confirmed
infections, where more than 3 million of them are in the past three years. India has
concerns that contribute to how prepared it really is to fight against this virus.
Country had extended the lockdown for another for months in the entire country,
with some activities allowance and zoning of places (Red zones for high infection
hotspots, Orange zones for places with lesser spread and Green zones for the
places without any recorded cases) based on the severity of disease spread. Due to
the thousands of country-wide protests across the country, the attempt to enforce
lockdown has brought economic, political and social problems to the forefront.
Despite difficulties that were enormous and at times unique in the industry,
country has been able to keep the number of cases of COVID-19 cases at a
manageable level, with fluctuations still high and comparable to other countries
that represent the best in the industry.
Tourism and Hospitality Academics
Tourism is characterized as a complex psychological procedure (Cutler &

Carmichael, 2010) and the relationships that SARS generates have been
traditionally influenced by psychological aspects (Wen, Huimin&Kavanaugh,
2005). This latest epidemic, Zika, has been spreading through a number of
different countries, most notably including countries like China, Hong Kong,
Taiwan, Canada, and Singapore. Compared to the challenges of producing a
domestic SARS outbreak, the impacts of causing a foreign outbreak have been
extensively studied (refer to Table 1).
The consequences of the first SARS outbreak on hotels affected the workers and
companies in many ways. Hotel employees were asked to take extended/prenatal
leaves, probationers and contract employees were dismissed, and banks were
asked to delay lucrative loans to be repaid so that employee wages could be paid
(Pine &McKercher, 2004). Taiwanese hotel stocks results too were severely
affected during the same outbreak, which witnessed panic among shareholders
and reported extreme fragility of the hotel businesses against epidemics and also
signalled at the ominous consequences of future outbreaks (Chen, Jang & Kim,
2007).

Dombey (2004) found that after the 2003 SARS epidemic, China started to have
much different pandemic trends. This facilitated consumption of healthier foods
in the places of their eating and made the restaurants wash their hands and feet as
part of the physical exercises. The classrooms are now dry completely thus
preventing the traditional route of dirt entering the classrooms and the use of
disinfectant sprays has been discontinued, and the hospitals are now using health
facilities that are cheaper and reliable (Dombey, 2004). Venkatesh and Malhotra
(2009) compared the preparedness for SARS outbreak between Thailand and
Hong Kong and found Hong Kong was better in containing the adverse effects of
the disease due to its quicker response. In their 2009 paper, Malhotra and
Venkatesh extensively tackled the system at the core in their paper with mapping
the Effect of Condor's Migratory Ability in the Australian Aviation Market. This
included reduction (pre-hearing alert signs detection), preparation (preparedness
for a potential heading), responses (anticipatory work performed before a
scheduled hearing), and rehabilitation (studier attempts to return to normalcy)
(Malhotra & Venkatesh, 2009).
The current pandemic has profoundly impacted the education sector, not just in
America, but also around the world. Popular Vision: Pandemic has affected 90%
of the student population. Over 20 nations are affected. 600 million students
affected worldwide. Over 190 countries are involved. One billion students are
affected worldwide. The Pandemic is the largest epidemic to ever hit. 60% of the
students are dead. 40% of students are infected and do not survive the disease. 1.5
billion Students have been affected. All Students impacted the most. 900 million
will die and 360 million will be affected. The situation remains critical in the
higher education as well, but the colleges are stepping up to the challenge of
meeting the needs of students through online classes. There is going to be a huge
change as our country goes through this period of urbanization, during which
people are now staying longer in the region, and all professionals are more
involved in practical courses. The devastating SARS outbreak also had a bad
economic impact on Hong Kong residents, particularly in the hospitality and
tourism sector (Law, 2005). Such educational effects have been felt by Hong
Kong residents, Chinese residents, Singaporeans, as well as Canadian residents
(Feast & Bretag, 2005). India's tourism and hospitality industry has been growing

for years now, and while it is a large industry there has been growing emphasis on
education in the field of hospitality and tourism. It is common to see similar
courses to appear in the catalogues of private and public colleges, independently
run organisations, to even schools offering such subjects in their curriculum. The
law of 15 February 2005 directed the inquiry with respect to tourism education
and hospitality education. It was felt that they were necessary at that time, as the
previous outbreak in which such was not present was not majorly recognized.
According to Statute, the numbers of students who may need to take short-term
absences to attend to medical treatments are not taken into account. Owing to the
unexpected surge of Ebola in other nations, the issue of what countries are at risk
for this disease is as important as ever. In respect to potential infectious diseases,
all educators and organizations shall take an approach of attempting to return to
the business as normal conditions. This means a transition from a division of the
infected to a segregation of the stable groups. As mentioned in the referenced
review, recreational tourism has not been well understood. This is possibly
because the emphasis of this area of research has mostly been on the experience.
As an effort to clarify this gap in understanding, this review has analysed the
literature to find studies that could make a meaningful contribution to the field. A
primary focus of this review was to find studies that study the forces or dilemmas
that drives consumers' decisions about interactivity with the environment.
Another focus was to find studies that explain the relationships between tourists'
decisions about their leisure experience and the health of the environment.
Although some research suggests it can improve nicotine addiction, others show it
does not. (My decision based on personal preference.)
Methodology
The present case is being prosecuted, while this research is being done. There is
fresh and little understood knowledge about the ongoing and ever-growing
catastrophe because of the rising forms of Ebola. Even in the instances of newer
problems, which are a little more difficult to understand, qualitative approaches
can often help us get to the root of the problem (Strauss & Corbin, 1998). Because
of the circumstances, it was believed that instead of doing a quantitative analysis,

it was best to do a qualitative study, in which the method of observation was our
direct review of the e-litter boxes.
E-mail interviews are a standard form of qualitative research. Based on the on-
going inquiry, we found it more suitable for the intent of the investigation in
present situations where social distancing has become a common procedure. In
order to complete this survey, you'll have to address some questions in the email
and some questions in a paper attached to the email. (Burns, 2010). Email
interviews are sometimes termed as cost efficient when compared to the
telephonic or face to face interviews, but may yield in-depth details from the
participants (Ratislavová & Ratislav, 2014). For this analysis, non-probability
sampling was used, which is defined as a sample that is not representative of the
entire population of interest. A we set-up for conducting a research for a specific
subject matter, the subjects to be selected were industrial workers and academics
which were similarly placed and should therefore react similarly. In a situation
where human judgment is required, the researcher must select individuals from
the population that are likely to be the outcome based on the characteristics of the
sample (Malhotra & Birks, 2007).
The questions in the email interviews were focused on reviews of the literature
that indicated detrimental impacts on the job, culture, and climate. Publications
from which these interview questions were produced included Law (2005), Kim,
Chun and Li (2006), Wen, Huimin and Kavanaugh (2005) Suchon Maximiliano
(2010). Seo, Hwoi, Cho, and Kwon (2011) Joaquin Cambray, Abraham Lima
(2011). Barbara Weaver and Sandra Hernandez (2006). Kang and Chung (2004).
Alan Ross (2004) Daniel Chechik (2011). Gul and Wagner (2014). (2009).
At the beginning, forty two small group leaders were approached to engage in the
analysis. Of the patients approached to participate in the study, only 15 agreed to
participate. as the senior and working participants decided to hurry through the
process and create a functional process there was an effort to move through the
process to a more functional and fast process. In spite of the inadequate data
collection, repeated follow-ups were made. The webpage responses were acquired
in one-sheet documents. It makes sense to use an excel spread sheet for

annotation. A summary of the participants that participated in this study is
presented in Table 1 (end of the chapter).
Results and Discussions
The knowledge obtained from the interviews culminated in different patterns

relevant to the flexible questions posed in the electronic mail discussions. For the
purposes of content review, works of Tremaine et.al. (2013) and Mazaheri et al.
(2015) were used. These compounding influences culminated in a multitude of
fundamental themes (Thyme et al., 2013). This kind of study is useful because it
is systematic, which helps researchers to detect a recurrent trend (Thyme et al.,
2013). The responses were segregated for review and the similarities were found
which made for easy categorization. Coding helped in delivering a lot of material
with heightened logic and sophistication (Thyme et al., 2013). Certain responses
provided similar output results for certain queries. Language multi skilling,
implementing technology, planning and management of funds is frequently
discussed in conversations with interview participants. Such condensation and
coding/labelling of material is also important to quantification of information and
the same has been stated in Table 2 (end of the chapter).
The most popular trend cantered on the potential of workers. This was evident in
the way experts felt about the crucial learning’s from the current crisis, where
multi skilling was thought necessary in order to preserve vital skills and
maintaining employees over time. This indicates that specialisation of workers
would not be the norm and greater participation in multiple job positions is likely
to become a norm in hospitality and tourism. Researchers have found that this can
be accomplished by delegating additional duties, offering on-the-job instruction,
and by department-wide work projects. Multiskilling can also be an added benefit
in maintaining workers during lean seasons or during a low demand time
(Kyriakidou & Maroudas, 2010).
Hygiene and sanitation remained a recurring theme in the responses, be it about

foreseeable customer behaviour or learning’s for the industry and educators or
trainers. Hygiene has been researched in many tourism and hospitality texts
(Jauhari, 2010; Jauhari, 2009; Tripathi, Choudhary & Agrawal, 2010). In a

developing country like India, overcrowding and congestion are major problems
that need to be dealt with (Nath, 2003). This problem, in the light of the recent
publication by Lancet (Lodder & Husman, 2020), where SARS-CoV-2
researchers toiled and argued, becomes more consequential if not handled
effectively. The magnitude of the problem can't be stressed enough and regardless
of the size and type of establishment, next most important thing to consider will
be sanitation practices and proper waste management evident in all types of
hospitality operations.
A variety of expectations remained strong, and confidence remained high. This

was especially evident in the responses pertaining to the workforce growth. The
experts in the field of tourism and hospitality may have developed a unique
perspective of the industry through their rich experiences. While COVID-19
poses a situation unheard before, in that the reduced demand and revenues are
obvious consequences, this issue will correlate with the previous crises that have
had detrimental consequences. However, in previous health (e.g. SARS, Swine
Flu, MERS, and Ebola) or other kinds of emergencies (acts of terrorism, natural
calamities) travellers often had alternatives at their disposal. At this present time,
the entire world has been kept hostage to this extreme pandemic, which has halted
numerous activities. From the responses it is evident that like educators, business
leaders too didn't shy away from highlighting the human resilience and seemed
optimistic towards the eventual recovery while reassuring individuals who have or
plan to pursue careers in the industry.
Participants expressed mixed opinions about the media response to the on-going
pandemic, where some praised the Indian mass media's role in bringing
knowledge about the COVID-19 outbreak, while others expected it to be more
unbiased. Recent press freedom ranking in 2020 put country's media at 142
position, which can, to some degree, explain the variations in the way participants
reflected on the media's function. In addition, the initial spikes in infections were
also related to religious congregation in the country's capital Delhi, coverage of
that sparked debates over media's handling of outbreak on the grounds of
particular community (see for example Slater & Masih, 2020). The participants
assumed the media would remain neutral and not assign an agenda to this

particular disease outbreak. However, a unanimity was observed in
acknowledgment of the media's ability in assuaging the impact though positive
publicity, sensitising population about hygiene and sanitation and create trust
among viewers.
The crisis management response was replicated regardless of the form of inquiry.
Crisis management involves designing a crisis management strategy for
responding to unwanted and unforeseen incidents. A specific risk can take the
form of crisis due to a catalyst which can trigger unexpected outcomes.
Especially, crisis management needs you to devise plans rapidly in order to
overcome or lessen the effects of a danger. It requires systems to be modified to
conform to the evolving needs of crisis management, and for systems to guide in
the entire period of disaster response (Mitroff, Shrivastava&Udwadia, 1987).
There must be swift and timely communication among team members as well as
between team members and members of other teams (Reddy et al., 2009). In the
current research industry experts felt it as a critical learning for themselves and
the government to minimise harm in the event similar catastrophes make
reappearance. Voices of successful crisis management are gaining traction, so
much so that a perspective paper has been released in the Journal of Tourism
Futures in barely 3 months of the outbreak of COVID-19 in China in 2020. In
addition to the suggestions made by Jamal and Budke (2020) about care for local
residents, clear communication among tourism and hospitality stakeholders, and
need of UNWTO and WTTC to assist industry prepare for global health
emergencies and support research, current research has made important
contributions to the crisis planning and management from three major
perspectives. Moving forward, investigation into the current pandemic is most
likely to gain momentum and learnings from previous researches (see for example
Senbeto& Hon, 2020) which can lay empirical groundwork for the health crisis
such as COVID-19 and tourist typology and its impact on short or long haul
travels. In the current results, respondents suggested that they will change their
travel behaviour in the next 5 years and cited the tourism industry as a key
obstacle. Preparedness of workers for potential contingencies and provision of
reserved funds are essential to a company's strategic objectives (Malhotra &
Venkatesh, 2009; McCool, 2012). Companies must determine whether to continue

to pay workers if profits are low. The consequences of COVID-19 may be
detrimental for the industry because they would likely be damaging. Wide job
loss and a reduced economic contribution are inevitable, and demands for a
bailout are growing. Participants cited the need for the careful managing of
contingency funds as a primary learning and accountability responsibility. Due to
the seasonal variation, the sector is vulnerable to sporadic crises and economic
uncertainty. However, the latest pandemic has only just begun to be realised.
Participants also shown the severity at which a person's wellbeing impacts from
proximity. The heavy emphasis on digital use and the use of online interaction
was noted. Educators stressed on the advantages of using technology for creating
interactive relations with other individuals rather than physical encounters.
Recommendations of artificial intelligence and robotics were also considered,
which is indicative of the research and development of such technologies (Yang,
Henthorne& George, 2020; Webster &Ivanov, 2020; Ivanov& Webster, 2018).
The inclusion of robotics in various tourism and hospitality operations are
expected to become commonplace, where applications such as robotics in
guidance, cleaning, kitchens, airports, hotels, deliveries, may see an increased
adoption (Ivanov& Webster, 2017).
Furthermore, the industry heads addressed how most businesses continue to lose
business, and how the need to handle fixed costs continue to be a problem. Hotel
and restaurant operators face higher fixed costs and are more vulnerable to the ups
and downs of the market (Dimitropoulos, 2018). The responses represented the
problems that the organizations faced with.
Participant P1 reflected that “COVID-19, now globally carrying the status of a

pandemic, has led to a worldwide crisis with its effects on the hospitality industry
potentially heavier than those of 9/11, SARS, and the financial crisis in 2008.
Current problems encountered by many companies such as handling fixed costs,
salaries, morale of workers, and cash flow.
In the hospitality industry, the payment periods for services vary from 90 to 60
days, except for weddings. The need for working capital for the fixed costs is a
challenge.

In an attempt to mitigate the reduction in sales, Participant P5 recommended
improvements to reduce costs where it is feasible. Unable to address fixed costs.
These reflections are indicators of the recognition by industry actors of the on-
going struggle and the need to remain afloat despite facing the uphill challenge of
staying afloat. In addition, the industry is familiar with the variations in demand
and so it can be argued that unlike other sectors that would ensure steady profits,
some tourism and hospitality focused businesses are aware of the possible slack
times arising out of various reasons including seasonal demand and crises.
Employees and employers alike need to improve their competencies in order to
sail through these difficult times, also because it is necessary to be able to re-hire
when the company recovers. Retaining employees is less costly than having to
pay severance to retired employees. This statement illustrates the value of layoffs
in India, in particular when staff reduction is not the most preferred action (Israeli,
Mohsin & Kumar, 2011, p. 373).
Any interesting remarks coming from business leaders should be noted. On the
issue of latent redundancy of staff in hotels, participant P9 voiced out that Post
Covid-19, organizations will surely reinvent /reorganise their business models
based on the loss handled and market dynamics for the future. Reducing the
workforce is a choice, but smarter companies can look at reallocating workers to
newer positions to suit the need of the company. It's important to remember that
hospitality is all about people and experiences, that all comes down to
relationships.
Present SARS cases may be more severe and last longer, due to the lack of
immediate vaccinations to establish immunity in the masses. While some
countries have attempted to follow the herd immunity model, but it has been
challenged by a body of scientists without adequate evidence supporting such
drastic action. Due to the demands in the tourism and hospitality industry, the
outbreak must be contained to ensure perpetuity. The impact the earthquake
would have on various industries such as tourism and hospitality are expected to
last for quite some time. As a consequence of the current catastrophe, it will be
important for governments and marketing companies to conduct research
concerning and assessing the consequences of the current catastrophe (Min, Lim

& Kung, 2011). This study illustrates how the outbreak can be treated as a wake
up call to prepare for the after effects. Other factors such as change in travel and
dining patterns, cautious investment, need of adaptability, market analysis,
leadership positions, demographic concerns will be crucial in planning industry
and stakeholders.
Limitations
This analysis has a range of flaws that should be considered. Some main themes
and future research directions have been discussed. The study is focused on the
qualitative interpretation of the interviews with managers and senior staff.
However, the findings do not adequately generalize the results. With the issue at
hand, analytical analysis is essential to investigate the industry's vulnerability to
the pandemic, and make model-based estimations and recommendations.
Nonetheless, this fundamental study strengthens a more credible stance for other
scientific studies. Researchers from this institution will leverage the results
obtained in this study and apply different variables in their future investigations.
Structural equation modelling and triangulation studies will help add various
views to literature. While widespread research on SARS and other outbreaks has
taken place in the past, the current pandemic is unparalleled even in its previous
occurrences.
References
1. AlBattat, A. R., &MatSom, A. P. (2014). Emergency planning and disaster

recovery in Malaysian hospitality industry. Procedia-Social and Behavioral
Sciences, 144, 45-53. doi: 10.1016/j.sbspro.2014.07.272.
2. Bai, Y., Yao, L., Wei, T., Tian, F., Jin, D. Y., Chen, L., & Wang, M. (2020).
Presumed asymptomatic carrier transmission of COVID-19. JAMA. 1406-
1407. doi: 10.1001/jama.2020.2565.
3. Barrows, C. W., Gallo, M., & Mulleady, T. (1996). AIDS in the US
hospitality industry: recommendations for education and policy formulations.
International Journal of Contemporary Hospitality Management, 8(1), 5-9.

4. Chuo, H. Y. (2007). Theme park visitors’ responses to the SARS outbreak in
Taiwan. Advances in Hospitality and Leisure, 3, 87-104. doi: 10.1016/S1745-
3542(06)03006-2.
5. Cutler, S. Q. & Carmichael, B. (2010). The dimensions of the tourist
experience. In M. Morgan, P. Lugosi & B. Ritchie (Eds), The Tourism and
Leisure Experience: Consumer and Managerial Perspectives (pp. 3-26).
Bristol: Channel View Publications.
6. De Sausmarez, N. (2004). Malaysia's response to the Asian financial crisis:
Implications for tourism and sectoral crisis management. Journal of Travel &
Tourism Marketing, 15(4), 217-231. doi: 10.1300/J073v15n04_01.
7. Dimitropoulos, P. (2018). Profitability determinants of the Greek hospitality
industry: The crisis effect. In V. Katsoni& K. Velander (Eds.), Innovative
Approaches to Tourism and Leisure (pp. 405-416). Switzerland: Springer.
https://doi.org/10.1007/978-3-319-67603-6_31.
8. Dombey, O. (2004). The effects of SARS on the Chinese tourism industry.
Journal of Vacation Marketing, 10(1), 4-10. doi: 10.1177/1356766703010
00101.
9. Feast, V., & Bretag, T. (2005). Responding to crises in transnational
education: new challenges for higher education. Higher Education Research &
Development, 24(1), 63-78. doi: 10.1080/0729436052000318578.
10. Gautam, S., &Trivedi, U. (2020). Global implications of bio-aerosol in
pandemic. Environment, Development and Sustainability, 22, 3861-3865. doi:
10.1007/s10668-020-00704-2.
change: a rapid assessment of COVID-19. Journal of Sustainable Tourism, 1-
20. doi:10.1080/09669582. 2020.1758708.
12. Gruman, J. A., Chhinzer, N., & Smith, G. W. (2011). An exploratory study of
the level of disaster preparedness in the Canadian hospitality industry.
International journal of hospitality & tourism administration, 12(1), 43-59.
doi: 10.1080/15256480.2011.540980.
13. Haque, T. H., &Haque, M. O. (2018). The swine flu and its impacts on
tourism in Brunei. Journal of Hospitality and Tourism Management, 36, 92-
101. doi: 10.1016/j.jhtm. 2016.12.003.

14. Henderson, J. C., & Ng, A. (2004). Responding to crisis: severe acute
respiratory syndrome (SARS) and hotels in Singapore. International Journal of
Tourism Research, 6(6), 411-419. doi: 10.1002/jtr.505.
15. Ineson, E. M., Benke, E., &László, J. (2013). Employee loyalty in Hungarian
hotels. International Journal of Hospitality Management, 32, 31-39. doi:
10.1016/j.ijhm.2012. 04.001.
16. Israeli, A. A., Mohsin, A., & Kumar, B. (2011). Hospitality crisis
management practices: The case of Indian luxury hotels. International Journal
of Hospitality Management, 30(2), 367-374. doi: 10.1016/j.ijhm.2010.06.009.
17. Kyriakidou, O., &Maroudas, L. (2010). Training and development in British
hospitality, tourism and leisure SMEs. Managing Leisure, 15(1-2), 32-47. doi:
10.1080/13606710 903447998.
18. Ladki, S. M. (1994). Strategies for combating fear of AIDS in the hospitality
industry. Hospitality & Tourism Educator, 6(1), 75-77. doi: 10.1080/2329
8758.1994.10685553.
19. Law, R. (2005). A Perspective on SARS and Education in Hospitality and
Tourism. Journal of teaching in travel & tourism, 5(4), 53-59. doi: 10.1300/
J172v05n04_04.
20. Leung, P., & Lam, T. (2004). Crisis management during the SARS threat: A
case study of the metropole hotel in Hong Kong. Journal of Human Resources
in Hospitality & Tourism, 3(1), 47-57. doi:10.1300/J171v03n01_05.
21. Liu, J., Huang, J., Li, Z., Qu, X., Zheng, X., Tu, C., & Shan, H. (2020). A
high-efficiency hospital emergency-response mode is key to successful
treatment of COVID-19 patients in Zhuhai. doi: 10.21203/rs.3.rs-20125/v1.
22. Lodder, W., & de RodaHusman, A. M. (2020). SARS-CoV-2 in wastewater:
potential health risk, but also data source. The Lancet Gastroenterology
&Hepatology, 1. doi: 10.1016/S2468-1253(20)30087- X.
23. Wu, E. H., Law, R., & Jiang, B. (2010). The impact of infectious diseases on
hotel occupancy rate based on independent component analysis. International
Journal of Hospitality Management, 29(4), 751-753. doi:10.1016/j.ijhm.2009.
07.001.
24. Wu, F., Zhao, S., Yu, B., Chen, Y. M., Wang, W., Song, Z. G., & Yuan, M. L.
(2020). A new coronavirus associated with human respiratory disease in
China. Nature, 579(7798), 265-269. doi: 10.1038/s41586-020-2008-3.

25. Xu, Z., Shi, L., Wang, Y., Zhang, J., Huang, L., Zhang, C., & Tai, Y. (2020).
Pathological findings of COVID-19 associated with acute respiratory distress
syndrome. The Lancet respiratory medicine, 8(4), 420-422. doi:10.1016/
S2213-2600(20)30076-X.
26. Yang, L., Henthorne, T. L., & George, B. (2020). Artificial Intelligence and
Robotics Technology in the Hospitality Industry: Current Applications and
Future Trends. In Digital Transformation in Business and Society (pp. 211-
228). Palgrave Macmillan, Cham.
27. Yap, M. H., &Ineson, E. M. (2009). HIV‐infected employees in the Asian
hospitality industry. Journal of service management. 20(5). 503-520. doi:
10.1108/095642309 10995116.
28. Zhang, H., Cho, T., & Wang, H. (2020). The Impact of a Terminal High
Altitude Area Defense Incident on Tourism Risk Perception and Attitude
Change of Chinese Tourists Traveling to South Korea. Sustainability, 12(1),
1-13. doi:10.3390/su12010007.

Table 1
Respondent Position Classification Respondent’s Experience Years of State
of Age (Years) in Years Experience in
establishment Current
Organisation
P1 Executive 5 Star Deluxe 42 21 4 Punjab
Chef Hotel
P2 Assistant 5 Star Hotel 38 16 2 Himachal
House Pradesh
Keeping
Manager
Food & 4 Star Hotel 33 10 <1 Himachal
Beverage Pradesh
Manager
P3 Sales 5 Star Hotel 33 12 2 Punjab
Manager
P4 Restaurant Restaurant 38 26 3 Chandigarh
Manager
P5 F&B 4 Star Hotel 42 16 12 Jammu &
Manager Kashmir
UT
P6 General 5 Star Hotel 48 28 11 Chandigarh
Manager
P7 Executive 5 Star Hotel 39 16 <1.5 Punjab
Challenges and Learning’s from Pandemic Times: A Perspective of Hospitality and Tourism Sector in India 92
House
Keeper
P8 Executive 5 Star Hotel 38 16 1 -
Chef
P9 Head Chef Restaurant 33 12 2.5 Delhi
P10 Head Chef Restaurant 36 15 2.5 Haryana
P11 Dean of University 43 23 6 Punjab
hospitality
Department
P12 Head of the University 45 24 1 Punjab
Department
P13 Assistant 5 Star Hotel 34 13 4 Punjab
Sales
Manager
P14 Assistant 5 Star Hotel 39 19 3.5 Punjab
GM
P15 Front Office 5 Star Hotel 39 17 <1.5 Haryana
Manager

Table 2
Evolving Themes↓ General Total
Workforce Continuation
Governments' learning
Inquiries→
Way Ahead for future

Future Consumption
Instructors'/Mentors
Media Response &
Expected Industry
Industry Learning
Basic Encounters
Policy Changes
&Redundancy
Responsibility
'Erudition
employees
behaviour
Career-building and growth 3 6 4 1 2 16
Hygiene Requirements 1 2 3 1 3 2 1 2 15
Hopefulness 3 3 9 15
Role of media 2 10 12
Disaster response 4 1 3 3 11
preparation
Surplus to cope crisis. 6 1 1 1 1 10
Technological Advancement 2 6 1 1 10
Stationary Costs 9 9
Staff Determination 3 2 3 8
Fall in curiosity to travel 3 5 8
Dismissals expectations 6 1 7
Unchecked Money 5 2 7
Movement
Sustained welfares at work 3 2 1 6
Challenges and Learning’s from Pandemic Times: A Perspective of Hospitality and Tourism Sector in India 94
Communal un-biasedness 6 6
Worker wellbeing 3 2 5
Better Health Care 5 5
Infrastructure
Financial Deliberations 1 4 5
Short haul/domestic travel 1 2 1 4
over long haul/international
in future
Scholarly sittings 2 2 4
Visitor Care 1 1 1 3
Budget Regulating 2 1 3
Adaptableness 1 1 1 3
Populace Control 3 3
Market Investigation 2 2
Governance 1 1 2
Numerous Professional 1 1 2
Choices
Condensed outside food 2 2
consumption

07
Restaurants Industry after the Lockdown-
Journey of a Longstanding Entrepreneur
Chef Sanjeev Verma
I own two small restaurants in Chandigarh and listed below are how we as hoteliers
went about it and are trying to survive.
1. Hygiene and sanitation was at the foremost of all restaurants during the pandemic
lock down. We were all-worried and didn’t know where to start. All the protocols
we were getting through sources seemed like an impossible task. However we
chefs in India are known to work beat during crisis. Finally realised that it was
just back to the basics. Nothing extra ordinary had to be done. All the SOPs were
already being followed. It’s just that we had to show it to the guests. It was more
of a show man ship of not your Culinary skills but Your hygiene standards which
had to raised a little. There was extensive training of the staff that they should
talk to the guests about how we do it and what precautions we were taking for it.
Rather than selling food the marketing focus was how to reach to the guests
about how we take care of our food and how it is delivered to you weather on the
table or to your house. Things that changed for us was the sanitation of the
Restaurants seats before every guests I front of him rather than once in the
morning. It was more of a mind game we had to play with our guests to keep
them mentally calm in these times. Lots of graphics at were displayed all over.
Yes the signage did play a vital role. Of course we had the sanitizer spray and the
temperature guns in place. We did try the contactless menu but the guests still
prefers the regular menu. Of course they preferred the menu to be sanitized
before.
2. Employment was a big issue. We had to prioritise on whom to call first and
whom to call later. Now this for an owner is never an easy task. Especially when
the staff has been working for you for a long time. We had to start with almost
25% of our regular staff. So it was decided to call only the staff that was left in
town and had not gone home to their villages. Because the staff in town had to
Restaurants Industry after the Lockdown-Journey of a Longstanding Entrepreneur 96

pay rents and feed their family. And the staff in the villages were told to stay
where they were and will be called only later. But some essential services staff
like one tandoori-a and dish washing boy had to be hired which were not from
my previous payrolls. It was quite a challenge to get staff as most of the staff was
in the villages. Also the shits were now 10 hours a day. Also due to lockdown
public transport shut old staff could not come. However I later realised that the
staff was not willing to join duties so fast. They were scared of the virus in the
cities as villages were untouched at that time there families were not allowing
them. This is the time I also realised that a lot of my staff did leave the restaurant
industry for greener pastures. One of my store keepers opened his own grocery
shop in the villages. One of my managers joined the banking industry. One of my
waiters went and joined an insurance company. One of my regular chefs opened
his own takeaway in partnership. A couple of my staff nearing retirement took
early retirement. And now we might have a staff crunch in the industry.
Especially dishwasher and housekeeping staff in the coming months will be a big
challenge.
3. Wages during and after the lock down. We decided to give full salary for March
and half for April. But after that we were out of funds. With no support from the
govt. Then when we opened we decided to give full salary to the base workers
but the supervisor were given 80% salary and manager 70% and no overtime.
This lasted for three months and after that full wages of old times were restored.
And five months there after overtime was also restored no in January as I am
writing this report I have 80% of my staff capacity back but the sales in only 65%
of the pre pandemic days. Some of my staff has refused to come back from the
village. So per say employment was effected but all the staff who wanted to work
has got a job. That’s my reading till date.
4. Preferences of the Costumer changed a lot during the early days after the lock
down opened. We started with 90% takeaway and now it’s 30% takeaway. Of
course takeaway has increased but is slowly getting back to good old days. Yes
the big corporate parties are no more there. The big Birthday parties are not there.
And the students hanging out is not there as the colleges have not started. The
corporates are not moving out. They have work from home. Lunch orders are

down for the corporates. Bars have seen a much milder response but are slowly
inching back. Bar and liquor sale might take an even longer time. Spending per
cover is getting smaller. But I am not worried on that as am sure it will come
back but might take another six months.
5. Multiskilling was the need of the hour. My store keeper became my Restaurant
cashier. My security guard was doubling up as packing boy for takeaway orders.
My manager was also my barman. There was no captain n no hostess n no door
man. Sweepers were also dishwashers. No helpers for the chefs and left with only
one chef at each station.
6. Automation was the key. Every restaurant big or small had to be digitalised and
always connected. Your menu had to be on all the takeaway and restaurant
booking portals. Google search was the key to success. These are the natural
lessons one learnt from the post Covid period. Table booking was very important
during up endemic and this was done through Internet so we had to go the
automation way add to tie up with a lot of online portals so that out restaurant
had adequate amount bookings.
7. Rent a challenge. And negotiation with the landlord was another nerve racking
experience to most restaurant. Though most survived it but those who could not
had a sudden death. It was the time we realise that your relationship with the
landlord was as important as your relationship with the customers in fact in the
time of need it was the landlord who probably saved a lot of restaurants here.
However we all understood that even the landlord had no other source of income
or maybe he was dependent on the income from our restaurant what is survival.
Some of the landlords also realised that they would not probably get any other
tenant during the COVID .
8. Staff satisfaction a major challenge. As it was difficult to pay the whole salary
and also satisfy them. But slowly as time passed it was nearing normal. But the
scar is already there and difficult to remove from the memory of the staff.
However the staff is also happy to be working I'm still getting what whatever
little.

9. All the establishment with a weak bank balance were in trouble. As with very
little support and finances weak even the regular suppliers refused to give credit.
Landlords refused to reduce rentals and government washed its hands of the
industry. So lesson learnt is that let the growth come as a natural way to grow
rather than setting goals and target. Whenever you feel that now you have enough
experience and money to expand that’s the time you do so.
10. Rearranging of staff was interesting as it taught you to take out optimum
potential of your staff. I had to train my entire staff how to deal with the first the
post Covid way. Also, multitasking them for all kind of jobs. As in India we
hardly want to deviate from our given assignment and job profile. Waiters we’re
trained to be computer operators to cuts KOTS and make bills. As no Special
cashier was hired. Kitchen staff was supposed to order every night for fresh
vegetable and poultry and milk products. As store keepers was working par-time.
Security guard was your receiving clerk and your packing boy for takeaway
orders. One Phone in the restaurant is now exclusively for receiving online orders
and bookings. Another phone for enquiries.
11. Timing of operations of restaurant had to be changed. As you were working with
low staff and low footfalls. So the restaurant were the staff used to report at 8 am
in the morning now reports at 11am and this will continue this reducing the time
of operations by 25%. And saving of at least 12% in salary. As my restaurant
operates for lunch and dinner only there is hardly any lack of business but there
is tremendous saving.
12. Bar timings reduced to half. We have a separate area for the bar which used to be
open from 11am to 11 pm. But now we only operate it from 6.30 pm to 11pm.
This is working great with no loss in business. In fact now we can book private
parties for lunch in the same area. As for lunch we serve the drinks in the main
restaurant.
13. Part time staff will be the new normal. I think all the odd jobs can be done by
par-timers at a more. Cheaper and cost effective manner. Now I have three part
time waiters and two part time chefs as dinner business is more than lunch.

14. Grow slowly is the new lesson. All the restaurants which had expanded faster
than natural growth were in losses. And thus closed faster.
15. Treat your vendors and suppliers well. They will support you in the time of need.
They helped me by giving me credit facilities and helped me get over the
financial burden a little easily.
16. Don’t depend on the government. You have to stand on your own feet. This is the
biggest lesson Indians learnt this time specially for businesses. In fact most
restaurants here now disappointed the government did not support them as the
other countries did.
17. Elaborate menu have been reduced to smaller more functional menus. As they
help reduce labour cost and wastage. Specially when there is slow footfall and
weak business. However we soon realised that elaborate menu had to be there as
the customers demand was still the same they all wanted what they came in for.
they were not ready for a compromise. we soon realised that this is a customer
based market and it is not possible not to go by what the customer wanted we
have to soon get the entire menu back on track.
18. People are eating only those things that they cannot cook at home so you have to
give exclusive things which they can’t make at home. This lockdown most home
cooks became home chefs as they experimented a lot seeing you tube videos on
food online. This lock down also created a lot of challenges for the chefs as they
had to just be perfect as a lot of ladies online watching YouTube videos one more
aware of how the real dishes all about but I guess that was what improved the
customer also knew How difficult it is to make a dish. this also give us an
opportunity to interact with the knowledgeable customer and this interaction
helps over a period of time to retain a customer
19. Bakery and pizzeria are doing better than regular dinners. As the youngsters did
go out more after the lockdown. Food for youngsters was has really taken off.
however it is yet to be seen when the old people are going to come out of
pandemic. In fact the footfall of the people above 60 has yet to be normal. a lot of
old age people with comorbidities are still inside their houses they're not even
taking away any orders I prefer to cook at home

20. Takeaway is here to stay. Focus on takeaway as much as you focus on regular
dine in guest. As they can be your saver on all weak days. Also takeaway is a
good way of getting that little extra sale . but it is yet to be seen as the players in
the market like Zomato in swiggy have a monopoly and it's difficult paying 23%
Commission for deliveries. any other player coming in town now will be taken
by restaurants Though there will be some resistance but any new player with the
right line of marketing will be a boon for the restaurants to come. a lot of cloud
based kitchens reeling under debt because the high percentage of Commission
charged by Zomato and swiggy.
21. Door man and hostesses will go away slowly but surly. Or they will have to
double up like hostess will also be a Par-time captain and doorman will be a
make shift delivery boy for home delivery
22. Vegetable of the season were the new normal menu to save cost. As they cost
less but are sellable. This was very interesting concept did not realise that people
would go in for very fresh vegetables. vegetables of the season word norm during
the endemic . do the help rings did not work. drinks like cava and other energy
drinks were not a part of them ordering system we tried to introduce Kava but it
did not work we try to introduce kada it did not work.
23. Quick freezing technology will the new trend of the food industry. I thought that
frozen is still about 10 years away but it is here now and will continue add a
much faster speed a lot of Chef's are now getting used to the fact that for quick
frozen is what is there for the future.

08
COVID Riposte on Hospitality: Plasticity in
Operations or Dependence on Relief Packages?
Shantanu Jain
Assistant Lecturer, IHM Hyderabad.
E-mail Id: jainshantanu1995@gmail.com, ORCID Id: 0000-0003-3639-7911
Abstract
Purpose: This review paper is made keeping in mind about a single
source literature referral for knowing in a summative form about the
relationship Corona virus had with the Hospitality and Tourism sector,
whether good or bad. It will set in depth about the analysis derived
from such relationship by tracking its causes as well as its
implications.
Background: COVID -19, a virus that has resulted into a global
standstill has caused more than 20 lakh deaths1 and still has the world
under its grip. Hospitality, Tourism and Aviation industries were hit
the hardest as the countries began shutting their geographical
boundaries, something which is still in place. Hotels all around the
world were converted into isolation wards on the instructions from the
government and their regular operations were ceased right from the 1st
day of the lockdown. When unlock directives were given and the
world’s biggest relief package was announced, Hospitality and
Tourism was an industry that was completely ignored. A sector that
provided rooms for the government needs now needed the
government for sustainability. Was this the reason the sector survived
without a relief package? Was dire need the factor that automatically
made the industry resilient?
Objectives: This review paper had a two-fold intent. The first and the
major objective was to serve as a single abstracted literature source
1
Abstracted from://www.worldometers.info/coronavirus/
COVID Riposte on Hospitality: Plasticity in Operations or Dependence on Relief Packages? 102

depicting the effects, and the 2nd objective followed suit, whether that
relation was whether adverse or favourable from the industry point of
view.
Methodology: The paper was exploratory in nature as it has drawn

implications from the published data available, and was secondary
study referring deep to establish a causal-relationship.
Keywords: Coronavirus, Hospitality & Tourism, Review Study,

Secondary Research, Effect.
Introduction
Novel Coronavirus is a respiratory affecting virus that has been affecting people
all across the globe, and spreads when 2 people are in close contact with each
other. The first infections of Coronavirus were detected in Wuhan, a city in China
where it was believed to be originated in a wet market i.e. a place where live
seafood is sold. There is a cross claim here, with some believing bats to be the
source of the virus’ introduction in humans. The claim of wet-market, being the
original inducer of the virus has been more widely recognized as the virus SARS
was spread in the same way back in 2002 (WHO) and one of the common reasons
for it is as such markets have a lot of breeds and species in a limited space for
storing, where safe storing temperatures are usually never followed thus causing
potential risks, COVID being one of them. (Readfearn, 2020)
The current figures for the COVID-19 in India stands at 1,05,72,672 total
infections, 2,05,109 active cases, 1,02,10,697 recovered patients and lastly
1,52,456 deaths[2]. A huge figure of 5.5 crores, which happens to be the predicted
staff strength of the total hospitality workforce of the country has a prediction of a
job-loss/layoff of about 3.8 crores i.e. 70% by a study conducted by the
Federation of Associations in Tourism & Hospitality (FAITH)
The virus instated a 2-month lockdown in the country, so that the virus could be
properly controlled and the spread could be stopped as the basic parameter for it
2
Data Abstracted from: https://www.covid19india.org/

to spread was the distance between two people. The success of the lockdown,
especially in today’s time is somewhat disputed, as the country stands at 2nd place
in the total cases tally and the lockdown left a very large number of people jobless
(Jain, 2020)
(Source: Author)
Figure 01.Adversities & opportunities the tourism market
has post the COVID -19 Lockdown
Study Methodology
This review paper was build up on secondary study, which was based on
published data available from websites, articles, journals and proceedings. The
author has used his own research papers published previously before as well so as
to further strengthen the point that had to be put across. Due to the nature of the
topic selected, neither was a specific area selected for the study as the paper gave
a jest as to what happened pre and post COVID on the Tourism market.
Study Objectives
1. To establish a single and extensive source for review on COVID effects of

Hospitality

2. To analyse the pre and post relation of COVID on hospitality
3. To understand the new demands and market trends after the COVID
lockdown
Review Study of the Literature
The bare beginnings of the COVID in India happened in the beginning of March,
when people started wearing masks and became aware about the pandemic, even
though it was classified by WHO in January, a virus that started from an
immediate neighbour. All the family trips, business meetings, conferences were
starting to get cancelled and an environment of amusement was present, mainly
because the people have never suffered a pandemic and heard about nationwide
lockdowns. The finally mid-march, the announcement was made, and a lockdown
was implemented, as discussed in the introduction section as well beginning of
which it was very new and in a way fun for everyone. It was later in course of
time, with which the adversities as well as negativities started, both in the way of
inconvenience in everyday life as well as financially. When the news hit, the
stock markets crashed, with sensex falling as much as 23% with 14.6 lakh crore
wealth being destroyed. Crude Oil also crashed the worst with about 50% during
that time (Vohra, 2020). India was expected to be the 3rd largest Civil Aviation
Market by 2024, but now has been pushed back to the 7th place. (IBEF, 2016)
Aviation was also affected heavily and as borders was starting to get sealed & all
the aircrafts were grounded, pilots and staff jobless. As per International Air
Transport Association, 29 lakh jobs in India will be at risk due to the prevailing
pandemic, and the amount grossed over 85,000 crores which will be lost b
because of it. (Bindu, 2020) International passengers fell about 1081-1403 million
and domestic fell from 1166-1594 million. Gross Operating Revenue on a global
scale fell internationally from 186-246 billion USD & 102-141 billion USD.
(ICAO, 2020) All these figures of the tourism predictions as well as stock markets
depicted the impending doom that was looming right around the corner
Market trends: a month post lockdown

With COVID -19 still plaguing the world, and economies opening up slowly on
the other hand, Sanitization, distancing and quarantine has been introduced in the

daily lives of people, especially travellers. Tourism and Hospitality has always
contributed towards the economy progression by earning foreign reserves, and the
early 2020 was the time when predictions were made for the industry to increase
the share of 7.5% of the country’s GDP to an even higher number, which is the
reason why this industry was vastly affected. UNWTO has predicted a huge dip in
international tourism which will go down to about 60-80%, resulting into a
tremendous loss of 90$ billion to 1.2$ trillion dollars for the financial year. (IANS,
2020) In the 3rd week of March, things started to trend downwards as the
occupancy percentages fell below 65% as the borders started to close and
restaurants started to shut. Adding to the misery, those were the time of rumours,
which added to the scare and any private doctors did not come forward to help the
hospitals dealing with COVID patients. (Rawat, 2020) A massive behavioural
change was thus witnessed which may have very well been the reason why newer
trends of hospitality and tourism have been introduced, which would be discussed
further.
Market trends during economy unlock
The government announced unlock of the economy on 8th June, 2020 by issuing
certain guidelines to the states, though they were given an autonomous freedom to
work as per the situation of their states. Offices were allowed to work in 100%
capacity, but hotels and restaurants were not clearly allowed to open their doors
for business just yet, and were given the green signal in a phased manner, that too
differed from state to state. While tackling the concerns of COVID , many didn’t
step out, and many did completely ignoring distancing norms and thus some
restaurants were even issued Closure notice by the Municipal Corporation. (Deol,
2020) Pleas and letter by various associations to the PMO were left unheard and
the biggest shock was when a COVID relief package, which constituted 10% of
the total GDP i.e. 20 lakh crore was announced on 12th May, 2020 by the PM
Narendra Modi. (PTI, 2020) Indian Association of Tour Operators (IATO) a body
that represents about 1,600 inbound tourist operators, has requested the
government support for providing sustainability to the tourism sector, as it is
directly & indirectly employs around 4 crores staff thus is was disheartening to

not see any sort of sympathy for the industry in any of the five press conferences
which were held by the Finance Minister. (Tewari, 2020)
Market Trends in the New Normalcy: Birth of New Trends &

Demands
3
Out came Corona, and a lot of people cancelled their travel plans so as to be safe
from the virus, something they were not excited for, though a recent survey
concluded that avid travellers will step out to catch up on cancelled travel times,
of course when the crisis gets under control. This has led to the preparations
amongst the tourism & hotel industry, which hopes against the hope for a surge of
‘revenge travelling’–extra splurging or trips by the patrons of travelling after the
Crisis of Corona is dealt as a depravity of that possibility in particular was created
for a long, during the period of Lockdown. Domestic travel obviously, will be
popularized much more quickly as compared to international travel, mainly
because it would not have restrictions like mandatory COVID checks or
quarantine etc subjected to the travellers.
Revenge Tourism: A newer trend wherein a large number of people are going at
their favourite destinations, like holiday spots or different cites, packing laptops
as well as WiFi dongles along with their bags. This picked up after Unlock phase
4 in India and is usually a tag less time-off as it could be a vacation, or a
workation where people work while relaxing, but all in all the travel phobia is
very much back on, regardless the risk of the virus infection, which till this day
remains quite high. The concept of “revenge spending” had emerged back in the
80s in China that people did after the Cultural Revolution. As china was the first
country to face the virus, it was the first to announce the lockdown and after the
things eased there was a surge of spending on high end goods. This was further
supported with a study on single Hermès store which in April, earned $2.7 million
in a single day in Guangzhou, a mere sign on how wealthy citizens have applied
their after-quarantine blues. Working on similar lines, a study of McKinzey & Co.
found out that there was a surge of about 60% in travel in China. (Shadel, 2020)
Demand is thus working its way back to the market and as per the travel portals,
3
Data Abstracted from: https://www.oaky.com/blog/revenge-travelling-after-covid-19

drivable destinations such as, Mussoorie, Shimla and Rishikesh are very popular,
though air travel to various all-year-hot destinations like Goa has also picked up
the volume. (Pant., 2020)
Flights to Nowhere: The govt company Air India has planned to begin flights to
nowhere. As the name goes, these flights are actually not going anywhere; they
take off as well as land at the same airport. These are also called as scenic/
sightseeing flights. The purpose of these types of flights is basically joy rides,
giving the flyers an experience to travel as they did before COVID while showing
some sights from up the air. (Mishra, 2020) The 1st of such kind was Tiger-air
from Taiwan which operated such a flight which left the Taoyuan International
Airport, holding a circling pattern & returned to the airport. The tickets were sold
out within 4 minutes. With such success, it was followed by EVA Air’s special
Hello Kitty flight, which celebrated the Taiwanese Father’s Day in a very new
way, with its flyers. In today’s time, Qantas Airways will be starting a flight
which will take off from Sydney, tour 7 hours in the air and land back there. The
airline will cover sights like the Great Barrier Reef, Sydney Harbour etc in the air.
This flight was sold out within 10 minutes as well, even which the tickets were
costing 500-2000 AU$. Pre-COVID , the sector wouldn’t support this, but in
these times, when rows of aircraft have grounded, this idea has taken off (Bhutia,
2020) The concept has faced criticism, even when tickets are selling like hot
cakes, as not only security checks and airport crowding causes distancing
irregularities, but it is also a sheer waste of natural resources, polluting the air.
Adding the risk of in-flight COVID spread, terming such flights safe is very
relative (Humphries, 2020)
Discussions
The paper referred over 23 articles and papers to have a common reference point
for all the happenings in the hospitality & tourism sector pre, during and post
COVID, effectively tracing the trend changes that have happened. Relief package
had no support but changed demands and trends like revenge tourism is helping
the industry to stand back up on its feet.

References
1. Bhutia, D. P. (2020, 09 21). What are flights to nowhere and why are people
boarding them? Retrieved 01 20, 2021, from Travel World: https://travel.
economictimes.indiatimes.com/news/aviation/international/what-are-flights-
to-nowhere-and-why-are-people-boarding-it/78179625.
2. Bindu, &. I. (2020). COVID -19, An Unprecendented Shock to Aviation
Industry: Status of India's Endeavour During Crisis. In V. C. Zutshi,
Rebuilding Tourism & Hospitality Sectors: COVID-19 Crisi, Policy Solutions
& the Way Forward (pp. 36-46). New Delhi: Bharti Publications.
3. Deol, T. (2020, 06 13). India returns to action in Unlock 1.0-with fever guns,
new habits and longing for the old. Retrieved 01 20, 2021, from The Print:
https://theprint.in/opinion/ newsmaker-of-the-week/india-returns-to-action-in-
unlock-1-0-with-fever-guns-new-habits-and-longing-for-the-old/440766/.
4. Humphries, M. (2020, 12 20). 'Flights to nowhere' are the dumbest travel
trend of 2020. Retrieved 01 20, 2021, from Insider: https://www.insider.com/
flights-to-nowhere-dumbest-travel-trend-2020-12.
5. IANS. (2020, 04 22). The impact of COVID -19 on the Hospitality Sector.
Retrieved 01 19, 2021, from Times of India: https://timesofindia.indiatimes.
com/business/india-business/the-impact-of-COVID-19-on-the-hospitality-sect
or/articleshow/75290137.cms.
6. IBEF. (2016, 08 16). Indian Aviation Industry: An Overview. Retrieved 01 20,
2021, from IBEF: https://www.ibef.org/pages/35892.
7. ICAO. (2020, 06 15). Effects of Novel Coronavirus (COVID ‐19) on Civil
Aviation: Economic Impact Analysis. Retrieved 01 20, 2021, from ICAO:
https://www.icao.int/sustainability/Documents/COVID-19/ICAO%20Corona
virus%202020%2005%2004%20Economic%20Impact.pdf.
8. Jain, S. (2020). Studying the Survivability from an 'Atma-Nirbhar'
Perspective: Tactics employed by the Indian Restaurant Busineses in COVID
-19. Juni Khyat UGC Care Group-1, Vol.10, Issue 7 no.2 , 34-43.
9. Mishra, O. P. (2020, 09 23). What is Air India's flight to nowhere? Retrieved
01 20, 2021, from Times of India: https://timesofindia.indiatimes.com/travel/
travel-news/what-is-air-indias-flight-to-nowhere/as78277238.cms.

10. Pant., S. (2020, 11 10). Pandemic Rages, but 'Revenge Travel' is picking up.
Retrieved 01 20, 2021, from Times of India: https://timesofindia.indiatimes.
com/india/pandemic-rages-but-revenge-travel-is-picking-up/articleshow/7914
6523.cms.
11. PTI. (2020, 05 15). ndia's Rs 20 lakh crore COVID relief package one among
the largest in the world. Retrieved 01 20, 2021, from Economic Times:
https://economictimes.indiatimes.com/ news/economy/finance/latest-stimulus-
package-among-largest-in-the-world/articleshow/757019 76.cms.
12. Rawat, B. V. (2020). Indian Hospitality Industry Amid COVID -19. In V. C.
Zutshi, Rebuilding Tourism & Hospitality Sectors: COVID -19 Crisis, Policy
Solutions & the Way Forward (pp. 165-171). New Delhi: Bharti Publications.
13. Readfearn, G. (2020, 04 28). How did coronavirus start and where did it come
from? Was it really Wuhan’s animal market? Retrieved 01 18, 2021, from The
Guardian: https://www.the guardian.com/world/2020/apr/28/how-did-the-coro
navirus-start-where-did-it-come-from-how-di.
14. Shadel, J. (2020, 07 29). Revenge travel’ is the phenomenon that could bring
back tourism with a bang. Retrieved 01 20, 2021, from The Washington:
https://www.washingtonpost.com/travel/2020/07/29/revenge-travel-is-pheno
menon-that-could-bring-back-tourism-with-bang/.
15. Tewari, S. (2020, 17 05). Travel and tourism industry in shock with no relief
measures from govt. Retrieved 01 20, 2021, from Livemint: https://www.
livemint.com/news/india/travel-and-tourism-industry-in-shock-with-no-relief-
measures-from-govt-11589722537599.html.
16. Vohra, M. (2020, 04 02). How Corona Crash Hit Indian Financial Markets in
March 2020. Retrieved 01 19, 2021, from Equitymaster: https://www.equity
master.com/detail.asp?date=04/ 02/2020&story=4&title=How-Corona-Crash-
Hit-Indian-Financial-Markets-in-March-2020---6-Charts.
17. WHO. (n.d.). Severe Acute Respiratory Syndrome. Retrieved 01 2021, 18,
from World Heath Organization: https://www.who.int/health-topics/severe-
acute-respiratory-syndrome#tab=tab_1.

09
Assessment of Impacts of COVID-19 on Indian
Hospitality Education: A Critical Review
Pradip Kumar
Assistant Professor, Assam University.
E-mail Id: pradipkumar567@gmail.com
Abstract
The coronavirus disease 2019 (COVID-19) outbreak has led to every

sphere of life disturbed and derailed from routine worldwide. Its
impact started seen in India in March 2020 when Government first
called for Janta Curfew and then headed for complete lockdown.
According to a survey conducted by RBI, the Hospitality and Tourism
sector is likely to be the hardest-hit by COVID-19. UNWTO also
opined in the same way as airplanes on the ground, hotels closed, and
travel restrictions will make the Hospitality and Tourism sector in a
miserable situation.
Despite several studies on COVID-19 from various perspectives,

research on the impact of COVID-19 on hospitality education is
insufficient. This study is focused on the impacts of COVID -19 on
hospitality education. The study will assess the implications of the
online teaching method adopted by academia during this pandemic
and also the merits of usefulness in terms of developing service
attributes and traits. The study will also investigate the issues faced by
educators and students in India while conducting online classes.
As hospitality and tourism industry is a service industry where the

human touch plays a vital role in achieving higher guest satisfaction
which in turn brings more business by making loyal/repeated
consumers. This study will give some strong positive suggestions
which will help in preparing for future difficult situations caused by
natural and man-made crises.

Keywords: COVID-19, Hospitality Education, Online Teaching,
Service Attributes, Issues.
Introduction
Wuhan city of China was the first city to be reported for Coronavirus disease in
December 2019, and this place is also believed to be the origin of the virus (Zhou
et al., 2020). WHO named it Coronavirus disease 2019 (COVID-19) officially, in
2020. The new decade 2020 started with so many disturbed and unfortunate
phenomena of this new disease which is, the same with a difference, like more
than 30 infections faced by the humans in last 30 years (Nkengasong, 2020). The
virus is genetically related to SARS (severe acute respiratory syndrome) which
was seen in 2003. The virus spreads very fast by close contact among humans
(Chu et al., 2020), this led world to stop any event or activity which requires
public gathering. The countries started calling lockdown to avoid the
accumulation of people at any place so the spread of COVID-19 could be curbed
down because of this The economic, social, and political activities got impeded.
UNWTO opined that it will severely hit the Hospitality and tourism sector as
airplanes on the ground, hotels closed, and travel restrictions will make the
Hospitality and Tourism sector in a miserable situation.
The educational institutions at all levels like primary, secondary or higher, are
densely populated and could bring-in many serious situations if not closed for
physical classes. According to UNESCO (2020), more than 990 million students
of above mentioned all levels were either stopped or were not able to go back to
their educational institutions because of closure.
In India, The first case of COVID-19 was seen on January 30 2019 in Kerala
when a student came back from Wuhan, China. On 22 March, Prime Minister
called for a Janta Curfew which was voluntary in nature and was for 14 long
hours, followed by enforcement of a series of regulations in the country's COVID-
19 affected regions. According to a survey conducted by RBI, the Hospitality and
Tourism sector is likely to be the hardest-hit by COVID-19. The Government of
India on 24 March announced a complete nationwide lockdown for 21 days,
which restrained the public movement, to control the spread of COVID-19 in
Assessment of Impacts of COVID-19 on Indian Hospitality Education: A Critical Review 112

India. Educational institutions at all levels were advised to restrain opening for
physical classes, and that is when academia started exploring new ways to
continue the dissemination of education, online teaching was the option chosen by
and left with academia.
Hospitality and Tourism education requires more of the practical entanglement of

knowledge than theoretical. The industry survives and competes on the basis of its
loyal customers, which are basically repeated customers. To achieve loyal
customers positive human touch is required which can be learned by continuous
practice and applying theoretical knowledge in a real environment. Due to
COVID-19, all the hospitality institutes were closed and dissemination of
knowledge was shifted from offline/physical classes to online classes mode. This
practice fulfilled the need of the hour but students suffered the lack of practical
training which help the students in imparting an attitude and motivation to
become a successful hotelier.
Impact of COVID-19 on hospitality education

COVID-19 has a severe negative impact on education, ranging from
kindergartens to universities. Schools serve as high-risk places for the spread of
COVID-19 because of their dense population with high mobility. According to
UNESCO, 2020 lockdowns practiced worldwide by the nations, severely affected
56.6% of school-goers from 130 countries. The hospitality education curriculum
and teaching methodologies are different from other courses. Several
Academicians have emphasized that the curriculum of hospitality education
should not focus on the theoretical part only, but importance should be given to
the practical training to achieve a world-class level skilled workforce (Liburd et
al., 2018). This nature of hospitality education resulted in greater crises than other
traditional courses due to the closures of educational institutions.
The use and implementation of information and communication technologies

(ICTs) have been part of hospitality education and have played a pivotal role for
decades (Goh & Sigala, 2020). Online dissemination of knowledge brings forth
academicians and students with some advantages (Sigala, 2013). Education for
some sections of hospitality has been delivered using ICTs like front office and

housekeeping, where students can watch and learn different styles of handling
customers.
Data and Methods
Apex institutes to teach hospitality education in India are Institutes of Hotel

Management(IHM). For the study, students of IHMs situated in the different
geographical areas were considered, however Admission to these IHMs is done
through the All India Joint Entrance Exam, so the effect of regional Geography is
minimal. The researcher of the study wanted to avoid any possibility of biases so
IHM Bhopal, Gwalior from the center, IHM Dehradun from the north, IHM
Hamirpur from far north, IHM Ahmedabad from the west, and IHMs from South
India were chosen. Only 2nd and 3rd-year students were surveyed as they have
experienced both types of teaching styles online and offline, so it will be easy for
them to differentiate between both. The primary data was collected using a
questionnaire on Google docs (forms), the link of the same was circulated among
the students through WhatsApp and email-ids. A total of 499 responses were
received. The responses were received randomly. The present study takes the
research articles, newspaper reports and government reports into consideration to
understand the situation and used it as secondary data.
Questions of the study
Following questions were asked in the survey to the students and also same
questions were discussed with the faculties:
1. Whether the time of study due to online classes reduced?

2. The motivation for learning in comparison to physical classes remained the
same or reduced?
3. Did you face any issue attending the classes due to the internet network?
4. Did you find that physical classes helped you more in developing a service
attitude than online?

Figure 1.Distribution of data between 2nd year and 3rd year
As shown in figure-1 data was almost equally distributed between the 2nd year and
3rd year. The responses received were 499 out of those from 3rd year were 238
(47.7%) and from 2nd year were 261(52.3%). They were chosen for study
because they have attended physical classes and can easily differentiate the
impact on learning between physical and online classes.
As shown in the above figure male respondents were 365 (73.1%) and female
respondents were 134 (26.9%).

ICT tools
When asked about the ICT tools students and faculties both replied in almost the
same manner. It was the first time for both to use ICTs on such a vast level and
also to be totally dependent on them. Various apps were used as a medium to
deliver the lectures like Zoom, Google meet, and Microsoft teams. Using these
apps and other related tools both faculties and students had the same experience.
It was unusual for faculties to deliver lectures, planning classes, and monitoring
the students as they have never experienced it, online classes are one-sided, unlike
offline classes where feedback and responses of students could be achieved to
map the understanding. On the other side, students were also not comfortable as
there was no opportunity to ask questions and clear doubts like offline classes.
Some of the students were not having Computers or Laptops, they were using
smartphones to attend the classes.
However, it strengthened both in using ICTs and made them tech-savvy. It

motivated and encouraged them to learn and explore new tools for better
understanding.
Free version
participants
Whiteboard
Mobile app
encryption
recording
available
(default)
Meeting
Meeting
sharing
Screen-
E2E
Zoom Yes 100 Yes Yes Yes No Yes

Microsoft Yes 250 Yes Yes Yes No Yes
Teams (Limited
time
only)
Google Yes 100 Yes No Yes No Yes
Meet
Skype Yes 50 Yes No Yes No Yes
Cisco Yes 200 Yes Yes Yes No Yes
Webex
Source-Techrepublic.com

Network
India ranked 131 out of 138 countries in mobile internet speed (economictimes.
indiatimes.com/industry/telecom/2020) which is based on Ookla’s report.
According to Newzoo's 2019 Global Mobile Market Report, India ranked 18, and
502.2m people were active smartphone users. Most of these students were
attending their classes on their smartphones. On the question about the issues
during online classes, 298 (59.7%) students admitted that they faced an issue
attending classes due to the internet network, only 96 (19.2%) students said that
there was no issue however 105 (21%) students were not clear in their response
and they responded in Maybe. Figure-6 addresses the 4th question of the study.
Faculty members when asked the same question their reply was also supporting
the students’ responses. Network connectivity was a real issue during conducting
online classes.
Development of service attitude
The hospitality industry is a service industry that needs people working in, with a
service attitude. When the question was asked to the students about their
experience of developing service attitude in different styles of teaching then 378
(75.8%) students accepted that they learned more and developed more in terms of
service attitude in physical classes in comparison to online classes. Only 57

(11.4%) students found no difference and 64 (12.8%) students answered in
Maybe.
Impact on Motivation
As shown in the above figure the motivation for learning in comparison to

physical classes, 348 (69.7%) respondents believed that the motivation was
lacking in online classes and 151 (30.3%) respondents said that it remained the
same. By seeing the outcome of the responses we come to conclude that in
physical classes where teachers and students are present face to face, motivation
for learning gets high. The encouragement and motivation for learning by teachers
helps students to modify their attitude positively. As hospitality education

requires more and more training to inculcate service attitude, the environment of
motivation helps them achieve that.
Result
The result of the survey indicates that for almost half of the students’ online
classes have no impact on study time it remained the same but the rest half
accepted that their study time was reduced which is a negative side of online
classes. The reason could be the answer to the second question about motivation.
Maximum (69.7%) students agreed that physical classes had more motivation for
studies than online classes. During physical classes face to face presentations and
assignments kept them motivated. Another thing that was serious to be addressed
was the internet network issue. Students faced the issue because of rural areas or
deep countryside areas where connectivity was not good. Students also answered
in favor of physical classes in terms of developing service attitude. They find that
service attitude can be developed by physical training and practice which was
lacking during online classes. They were able to differentiate because they had
earlier attended offline classes also.
Conclusion
Based on the analysis and results researchers conclude that online classes were the
only option left with academia to keep the dissemination of knowledge
continuous as the whole country was under lockdown, all educational institutes
were closed. However, the results were not very fruitful or positive towards online
classes in hospitality education where attitude and traits are developed by
continuous practice. The theoretical part was covered well by the faculties, new
methods and techniques were adopted to make students learn, online presentations
and assignments were completed. As India is a country where 70% area is a rural
area and internet network connectivity is still an issue especially if we talk about
the mobile network. Most of the students were using their smart phones to attend
the classes because not all could afford the Laptop and broadband service. It was
also an increased cost during the pandemic to purchase the data for attending day-
long online classes. The experience of the students based on their answers in the
survey was mixed however it was more inclined towards the uneasiness and

lacked in terms of developing high-quality future employees. The required
technical skills for the hospitality industry cannot be learned theoretically,
students need to apply their theoretical knowledge in real practice or environment
to adopt them.
Suggestions
In hospitality and tourism education, collaboration among Academia, Medical
Authorities, Industry is needed at a very strong level. All the stakeholders should
not only follow the guidelines issued by the Government and Health care
authorities but also develop some own SOPs to mitigate and curb the spread of
COVID-19. regarding curriculum design, workforce arrangement, and other basic
aspects. First, unlike other higher education courses, hospitality and tourism
education curriculum and internship arrangements require additional
consideration because of its nature. Issues about the delivery of online practical
courses, evaluation of students’ performance, and arrangement of students’
compulsory internships need to be addressed. Activities and events that require
large gatherings should be avoided and internship or industrial training should be
postponed during such a type of pandemic.
References
1. Goh, E., & Sigala, M. (2020). Integrating Information & Communication

Technologies (ICT) into classroom instruction: Teaching tips for hospitality
educators from a diffusion of innovation approach. Journal of Teaching in
Travel & Tourism, 20(2), 156-165. doi:10.1080/1531322 0.2020.1740636.
2. Heape, C., & Liburd, J. (2018). Collaborative Learning for Sustainable
Tourism Development. Collaboration for Sustainable Tourism Development.
doi:10.23912/9781911635000-3931.
3. Lonergan, M. (2020). Even one metre seems generous. A reanalysis of data in:
Chu et al. (2020) Physical distancing, face masks, and eye protection to
prevent person-to-person transmission of SARS-CoV-2 and COVID-19.
doi:10.1101/2020.06.11.20127415.
4. Nkengasong, J. N., & Mankoula, W. (2020). Looming threat of COVID-19
infection in Africa: Act collectively, and fast. The Lancet, 395(10227), 841-

842. doi:10.1016/s0140-6736(20)30464-5.
5. Sigala, M. (2013). A framework for designing and implementing effective
online coupons in tourism and hospitality. Journal of Vacation Marketing,
19(2), 165-180. doi:10.1177/135676 6712471839.
6. Zhou, F., Yu, T., Du, R., Fan, G., Liu, Y., Liu, Z., Cao, B. (2020). Clinical
course and risk factors for mortality of adult inpatients with COVID-19 in
Wuhan, China: A retrospective cohort study. The Lancet, 395(10229), 1054-
1062. doi:10.1016/s0140-6736(20)30566-3.

10
Impact of COVID-19 on Tourists Psychology
Sajad Hussain
Ph.D. (Clinical Psychology), Amity Institute of Behavioural
& Allied Science, Amity University, Rajasthan.
E-mail Id: sajadhussain2014@gmail.com
Abstract
The upsurge of the COVID-19 pandemic posed unusual circumstances to

the tourism and hospitality industry. The extremely transmittable novel
coronavirus endures to ruin the industry and raises serious apprehensions
about the tourism and hospitality sector's current and future survival.
Owing to the internal and external determinants, the tourism and
hospitality sector has been highly affected relative to the other major
sector worldwide. Similarly, the COVID-19 pandemic was perhaps the
most distressing financial and social crisis in modern times, leading to
the suspension of all economic activities globally. In the current situation
of the global tourism crisis, where the entire tourism sector is seriously
affected by the COVID-19 pandemic, the approach of travelers to the
decision-making process and the conduct of national and foreign visits
have been also the significant concern for the people associated with the
tourism and hospitality industry. Therefore, the present chapter seeks to
understand the psychology of tourists and also the determinants
responsible for the decision-making process of tourists in the light of
evolutionary psychology during the COVID-19 era.
Keywords: COVID-19, Tourism, Hospitality, Tourist Psychology,

Evolutionary Psychology.
Introduction
The tourism and hospitality sectors are considered the fastest expanding sector. Due
to the range of pandemics and infectious diseases, the tourism and hospitality
industry has become very fragile. The intense outburst of the novel COVID-19 has
Impact of COVID-19 on Tourists Psychology 122

caused significant losses in the tourism and hospitality industry worldwide in recent
months. In December 2019, the discovery of China's novel coronavirus in Wuhan
province caused an international health emergency due to its high risk of infection.
The effect of COVID-19 was so potent that it immediately expanded its roots to
nearly 195 countries worldwide, producing around 52.7 million cases worldwide. As
the number of cases began to rise, a complete lockout was enforced in all nations that
were badly affected by the COVID-19 pandemic. Moreover, the global economy was
most significantly disrupted by unprecedented foreign travel restrictions since the
Second World War.
The decade 2020 witnessed an alarming and disastrous epidemic of new diseases in
the context of more than 30 new pathogens in the world in the last 30 years
(Nkengasong, 2020). The former SARS outbreak, less or more similar to COVID 19,
was widely propagated and led to travel guidelines from the World Health
Organization (Chuo, 2007). Travel limitations and guiding the tourism have
demonstrated susceptibility to the tourism and hospitality industry (De Sausmarez,
2004). Owing to pandemics, travel restrictions are being observed globally. These
restrictions on trade, border closures, restrictions of actions, quarantine, and fear of
proliferation have put the tourism and hospitality sectors in severe straits (Gossling et
al., 2020). Ranasinghe et al. (2020) stated that as of 24 March 2020, 98 percent of
global travel revenue was affected due to extreme restrictions such as arriving
passenger quarantine, partial travel bans, and border closures. To make the situation
worse, several airlines and aviation firms have come to a stop. Amid the COVID-19
pandemic, air travel restrictions have been enforced as the prerequisite for protection
and survival (Nicola et al., 2020). In this way, the pursuit of pleasure and the search
for hedonistic retreats have also been intensely decreased. In this context, an attempt
was made in the present chapter to explore how the pandemic has altered the
attitudes and perceptions of tourist psychology in the light of evolutionary
psychology.
Evolutionary psychology and tourist psychology

According to evolutionary psychology, human behavior is developed by the
interaction of physical and psychological dispositions that aided human ancestors to
survive and reproduce. Cutler and Carmichael (2010) stated tourism as a complex

psychological phenomenon. Similarly, Wen et al. (2005) stated the psychological
consequences of the SARS epidemic. The physiological attributes are not only
inherited by humans from their parents but also the psychological systems that
include self-protection, kin care, mate acquisition, disease avoidance, association,
status, and mate retention (Griskevicius & Kenrick, 2013a) and is considered to play
a significant determinant in the activities of visitors (Kock et al ., 2018 a ). In the
same way, Norfelt et al. (2019) posit the importance of evolutionary psychology to
understand the behavior of tourists before traveling. Prior literature acknowledged
the relevance of the tendency of travelers to escape the disease. In specific, studies
analyze the association between health hazards with travel and its impact on tourism
(Jonas et al., 2011; Lepp & Gibson, 2003; Reisinger & Mavondo, 2005) and also
how visitors evaluate their susceptibility to infection and ways to how to avoid the
risk of being infected (Chien et al., 2017; Wang et al., 2019). Moreover, the studies
dedicated to understanding the impact of epidemics on the tourism sector, both in the
terms of economy and psychology of tourists (Kuo et al., 2008; Fenichel et al.,2013),
revealed that the visitors adopt protective measures such as willingly skipping flights
amid swine flu outbreak of 2009. Likewise, Cahyanto et al. (2016 a) posited
empirical links between perceived susceptibility to the Ebola pandemic and travel
restrictions. Moreover, these findings showed an interaction between ecology,
psychology, and behavior which shows promising relationships at both the proximate
and ultimate level, which is likely to arouse deep-rooted, evolved process amid the
COVID-19 pandemic.
Determinants affecting tourists Psychology

Travel is considered an apparent contradiction in the modem setting and ancient
adaptation. The world of travel derives from the role of the process of adaptation in
current times as it acts as a medium to escape from the world of life to the original
world of the human psyche. To explore the essence and features of tourism and to
establish a connection between the ancient ("original") world, the ("life") world, and
the ("travel") world, the framework of evolutionary psychology can be employed.
In an investigation, Chuandong (2013) posited that the structure of the psychological

processes as it exists today was influenced by the adaptability of survival and
reproduction which occur repeatedly throughout the evolutionary history of mankind.

In recent years, the growing effort in evolutionary psychology has resulted in the
development of new theories to tackle the issues related to the field of the tourism
sector (Kock et al., 2018 b). Likewise, the recent valuable literature on evolutionary
psychology has been recognized as a significant theoretical lens to facilitate the
studies in tourism to overcome future challenges such as ethnocentrism, crowding
perception, xenophobia necessary to understand the psychology of tourists (Zenker &
Kock, 2020). Even though the effect of the COVID-19 pandemic has been never
observed before in the tourism and hospitality sector. On the brighter side, the
current pandemic opened opportunities to a wide array of researches on tourists'
behavior and decision-making strategies related to the tourism and hospitality sector.
Following are the determinants responsible to understand the psychology of tourists

amid the COVID-19 pandemic.
 The ocean and Island model

The model of the ocean and island is considered as an evolutionary approach,
comprising of four significant components namely plasticity, proximate motives,
ultimate motives, and ecology to understand the psychology of tourists. The
motivation and ecology act as binding agents to hold the complete system in balance.
Although, the model has no fixed starting point. However, to achieve logically sound
and empirically executable findings, the researcher must be familiar with all the
elements and associative links between them. Through the lens of the ocean and
island model, the novel COVID-19 pandemic can be viewed as an ecological
disturbance, precisely as a threat to the pathogen that has considerably disturbed the
ecological balance globally. In this regard, multiple studies showed pathogens as a
central ecological feature (Oishi, 2014; Sng et al., 2018). Moreover, the phenotypic
plasticity also contributes to changes in the ecology and the psychology of the
tourists along with the pathogenic threat. Likewise, a correlation between the
outbreak of the COVID-19 and the behavior of tourists was also observed (Cahyanto
et al., 2016b).
 Behavioral immune system

The behavioral immune system refers to a collection of psychological processes that
enable individuals to detect the possible existence of disease-causing parasites in

their immediate environment (Schaller,2006; Schaller & Duncan, 2007; Schaller &
Park,2011). A behavioral immune system to avoid pathogenic threats was of
considerable significance to our predecessors and is corresponding to the physical
immune system, which seeks to avoid individuals from developing diseases
(Griskevicius & Kenrick, 2013b). The Behavioral defense system also discourages
tourists to interact with foreign tourists because they have often seen spreading
unknown diseases in ancient times. The symptoms such as coughing, sneezing, dirt,
and bad smells act as determinants that indicate a threat to a pathogen (Tybur &
Lieberman, 2016). In a similar study, Duncan et al. (2009), stated a positive
association between that the stimulation of the behavioral immune system and the
threat to the pathogen. Additionally, psychological and behavioral defense
mechanisms also motivate people to manage avoidance from being infected by these
pathogens (Ackerman et al., 2018).
 Crowding perceptions
Perceived crowding is defined as the crowded feeling of tourists in a specific

location. Perceived crowding is triggered by individuals blocking the views of others,
reduction of the space by new arrivals, and other related negative effects or emotions
(Tse et al.,2002; Pons & Laroche, 2007). Perceived crowding is a widely used
concept arising from the subjective estimation of setting density in particular
environments by an observer (Lankford et al., 2008). When the utilization of
environmental and social services exceeds the carrying ability of a location, people
experience crowding (Ababneh et al., 2015; Newsome & Moosre, 2012). In other
words, perceived crowding may be viewed as the emotional emotions of visitors
about their perceptions of traveling. The prior evolutionary-based study has found
that beliefs and behaviors towards crowding differ depending on the activation of the
fundamental motive. The stimulation of the behavioral immune system, for example,
enhances the impressions of crowding and the sense of a detrimental effect on those
conditions. Furthermore, the probability of infection is greater in crowded settings
(Wang & Ackerman, 2019) and has even been used as part of assessing the
sensitivity of disgust (Curtis et al., 2011). In a study, Lee and Graefe (2003)
established a positive relation between crowding perception and tourist experience.

 Xenophobia
Xenophobia is described as "a perceptive discomfort and anxiety of tourists in
connection with foreigners" and also shows its correlation with effects, such as
preferential vaccinations, readiness to travel to other destinations, the desire to book
insurance. Xenophobia is regarded as a maladaptive and unhealthy practice in today's
globalized society, but avoiding interaction with out-group members performed
many purposes in ancient environments (Schaller & Neuberg, 2012). Kock et al.
(2019) explains the role of xenophobia as a primary preventive measure of disease
prevention. In a piece of study, Faulkner et al. (2004) demonstrate xenophobia as a
significant practice in the prevention of disease. Multiple pieces of research have
established connections between the behavioral immune system and xenophobia.
Hostile behavior against out-groups increased the perceived susceptibility of the
Ebola diseases (Prati & Pietrantoni, 2016; Kim et al., 2016).
Conclusions
The outbreak of the COVID-19 pandemic has affected all sectors of the economy.
However, the tourism and hospitality sector has been adversely affected, as it is
governed by the psychology of tourists who are extremely susceptible to issues of
safety and security. It will be challenging for the travel and tourism companies to
attract tourists during the pandemic as their safety is of utmost importance. The
outbreak of the COVID-19 pandemic has resuscitated the existential anxieties of
people by informing them of their physical and economic susceptibilities through the
lens of evolutionary psychology. Furthermore, the present pandemic is proof of this,
and without the help of an evolutionary perspective, it is insufficient to grasp tourist
behavior and decision-makings strategies amid pandemics.
References
1. Ababneh, A., Alazaizeh, M., Jamaliah, M., Mgonja, J., Ababneh, A., Bayram, G.,
... & Pereira, A. (2015). Tour Guides and Destination Image: Evidence from
Portugal. Tourism and Hospitality Management, 3, 7-8.
2. Ackerman, J. M., Tybur, J. M., & Mortensen, C. R. (2018). VU Research Portal.
Psychological Science, 29(2), 228-241.

3. Cahyanto, I., Wiblishauser, M., Pennington-Gray, L., & Schroeder, A. (2016a).
The dynamics of travel avoidance: The case of Ebola in the US. Tourism
Management Perspectives, 20, 195-203.
4. Cahyanto, I., Wiblishauser, M., Pennington-Gray, L., & Schroeder, A. (2016b).
The dynamics of travel avoidance: The case of Ebola in the US. Tourism
Management Perspectives, 20, 195-203.
5. Chien, P. M., Sharifpour, M., Ritchie, B. W., & Watson, B. (2017). Travelers’
health risk perceptions and protective behavior: A psychological approach.
Journal of Travel Research, 56(6), 744-759.
6. Chuandong, H. (2013). Tourism: An Explanation of Evolutionary Psychology.
Tourism Tribune/Lvyou Xuekan, 28(9).
7. Chuo, H. Y. (2007). Theme park visitors’ responses to the SARS outbreak in
Taiwan. In Advances in Hospitality and Leisure. Emerald Group Publishing
Limited.
8. Curtis, V., De Barra, M., & Aunger, R. (2011). Disgust as an adaptive system for
disease avoidance behaviour. Philosophical Transactions of the Royal Society B:
Biological Sciences, 366(1563), 389-401.
9. Cutler, S. Q., & Carmichael, B. A. (2010). The dimensions of the tourist
experience. The tourism and leisure experience: Consumer and managerial
perspectives, 44, 3-26.
10. De Sausmarez, N. (2004). Crisis management for the tourism sector: Preliminary
considerations in policy development. Tourism and Hospitality Planning &
Development, 1(2), 157-172.
11. Duncan, L. A., Schaller, M., & Park, J. H. (2009). Perceived vulnerability to
disease: Development and validation of a 15-item self-report instrument.
Personality and Individual Differences, 47(6), 541-546.
12. Faulkner, J., Schaller, M., Park, J. H., & Duncan, L. A. (2004). Evolved disease-
avoidance mechanisms and contemporary xenophobic attitudes. Group Processes
& Intergroup Relations, 7(4), 333-353.
13. Fenichel, E. P., Kuminoff, N. V., & Chowell, G. (2013). Skip the trip: Air
Travelers' behavioral responses to pandemic influenza. PloS one, 8(3), e58249.
14. Gossling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tourism and global
change: a rapid assessment of COVID-19. Journal of Sustainable Tourism, 29(1),
1-20.

15. Griskevicius, V., & Kenrick, D. T. (2013a). Fundamental motives: How
evolutionary needs influence consumer behavior. Journal of Consumer
Psychology, 23(3), 372-386.
16. Griskevicius, V., & Kenrick, D. T. (2013b). Fundamental motives: How
evolutionary needs influence consumer behavior. Journal of Consumer
Psychology, 23(3), 372-386.
17. Jonas, A., Mansfeld, Y., Paz, S., & Potasman, I. (2011). Determinants of health
risk perception among low-risk-taking tourists traveling to developing countries.
Journal of Travel Research, 50(1), 87-99.
18. Kim, H. S., Sherman, D. K., & Updegraff, J. A. (2016). Fear of Ebola: The
influence of collectivism on xenophobic threat responses. Psychological Science,
27(7), 935-944.
19. Kock, F., Josiassen, A., & Assaf, A. G. (2018 a). On the origin of tourist
behavior. Annals of Tourism Research, 73(C), 180-183.
20. Kock, F., Josiassen, A., & Assaf, A. G. (2018 b). On the origin of tourist
behavior. Annals of Tourism Research, 73(C), 180-183.
21. Kock, F., Josiassen, A., Assaf, A. G., Karpen, I., & Farrelly, F. (2019). Tourism
ethnocentrism and its effects on tourist and resident behavior. Journal of Travel
Research, 58(3), 427-439.
22. Kuo, H. I., Chen, C. C., Tseng, W. C., Ju, L. F., & Huang, B. W. (2008).
Assessing impacts of SARS and Avian Flu on international tourism demand to
Asia. Tourism Management, 29(5), 917-928.
23. Lankford, S. V., Inui, Y., & Whittle, A. (2008). Exploring social carrying
capacity based on perceived levels of crowding: A case study of Hanauma Bay,
Hawaii. Tourism in Marine Environments, 5(1), 43-53.
24. Lee, H., & Graefe, A. R. (2003). Crowding at an arts festival: Extending
crowding models to the front country. Tourism Management, 24(1), 1-11.
25. Lepp, A., & Gibson, H. (2003). Tourist roles, perceived risk, and international
tourism. Annals of tourism research, 30(3), 606-624.
26. Newsome, D., Moore, S. A., & Dowling, R. K. (2012). Natural area tourism:
Ecology, impacts, and management.
27. Nicola, M., Alsafi, Z., Sohrabi, C., Kerwan, A., Al-Jabir, A., Iosifidis, C., ... &
Agha, R. (2020). The socio-economic implications of the coronavirus and
COVID-19 pandemic: a review. International journal of surgery.78,185–193

28. Nkengasong, J. (2020). China’s response to a novel coronavirus stands in stark
contrast to the 2002 SARS outbreak response. Nature medicine, 26(3), 310-311.
29. Norfelt, A., Kock, F., & Josiassen, A. (2019). Destination Identification: A
Unifying Conceptualization and Operationalization. In Proceedings of the EMAC
2019 Annual Conference. European Marketing Academy. EMAC.
30. Oishi, S. (2014). Socioecological psychology. Annual review of psychology, 65,
581-609.
31. Pons, F., & Laroche, M. (2007). Cross-cultural differences in crowd assessment.
Journal of business research, 60(3), 269-276.
32. Prati, G., & Pietrantoni, L. (2016). Knowledge, risk perceptions, and xenophobic
attitudes: Evidence from Italy during the Ebola outbreak. Risk Analysis, 36(10),
2000-2010.
33. Ranasinghe, R., Damunupola, A., Wijesundara, S., Karunarathna, C.,
Nawarathna, D., Gamage, S., ... & Idroos, A. A. (2020). Tourism after corona:
Impacts of COVID 19 pandemic and way forward for tourism, hotel, and mice
industry in Sri Lanka. Hotel and Mice Industry in Sri Lanka (April 22, 2020).
34. Reisinger, Y., & Mavondo, F. (2005). Travel anxiety and intentions to travel
internationally: Implications of travel risk perception. Journal of travel research,
43(3), 212-225.
35. Schaller, M. (2006). "Parasites, behavioral defenses, and the social-psychological
mechanisms through which cultures are evoked". Psychological Inquiry. 17 (2):
96–101.
36. Schaller, M., & Neuberg, S. L. (2012). Danger, disease, and the nature of
prejudice (s). In Advances in experimental social psychology (Vol. 46, pp. 1-54).
Academic Press.
37. Schaller, M., & Park, J. H. (2011). The behavioral immune system (and why it
matters). Current directions in psychological science, 20(2), 99-103.
38. Schaller, M.; Duncan, L.A. (2007). "The behavioral immune system: Its
evolution and social psychological implications". In J.P. Forgas, M.G. Haselton
& W. von Hippel (ed.). Evolution and the social mind: Evolutionary psychology
and social cognition. New York: Psychology Press. pp. 293-307.
39. Sng, O., Neuberg, S. L., Varnum, M. E., & Kenrick, D. T. (2018). The behavioral
ecology of cultural psychological variation. Psychological Review, 125(5), 714.

40. Tse, A. C. B., Sin, L., & Yim, F. H. (2002). How a crowded restaurant affects
consumers’ attribution behavior. International Journal of Hospitality
Management, 21(4), 449-454.
41. Tybur, J. M., & Lieberman, D. (2016). Human pathogen avoidance adaptations.
Current Opinion in Psychology, 7, 6-11.
42. Wang, I. M., & Ackerman, J. M. (2019). The infectiousness of crowds: Crowding
experiences are amplified by pathogen threats. Personality and Social
Psychology Bulletin, 45(1), 120-132.
43. Wang, J., Liu-Lastres, B., Ritchie, B. W., & Mills, D. J. (2019). Travellers' self-
protection against health risks: An application of the full Protection Motivation
Theory. Annals of Tourism Research, 78, 102743.
44. Wen, Z., Huimin, G., & Kavanaugh, R. R. (2005). The impacts of SARS on the
consumer behaviour of Chinese domestic tourists. Current Issues in Tourism,
8(1), 22-38.
45. Zenker, S., & Kock, F. (2020). The coronavirus pandemic-A critical discussion
of a tourism research agenda. Tourism Management, 81, 104164.

11
Tourism Industry in the Wake of COVID-19:
A Traveler’s Perspective
Shalini Gulati
Associate Professor, Kanya Maha Vidyalaya, Jalandhar, Punjab.
2020-The year that was! Having struck the death knell of the whole world, the
pandemic COVID-19 left no stone unturned. The toll it took and the havoc it
caused, with its baggage of anxiety, desperation, frustration, leaving aghast an
entire population. The overall situation was an unthinkable, incredible and
unprecedented one. Never could have one imagined that in this super age of
scientific, technological advancement, an epidemic could reduce everything to a
mere naught. An epidemic that no medicine, vaccine or tool could fight, leave
alone eradicate. The greatest superpowers of the world cut a sorry figure before
this gigantic hydra headed monster. It spread at the pace of a wild fire devouring
everyone it came across-directly or indirectly forming an unbroken robust chain
the world over. No sector of the economy -be it agriculture, industry or services
was left untouched or unscathed by the horrendous clutches of this Frankenstein
monster. Consequently, it affected the employment sector and thus the economy
of the whole world. The world economy had never ever witnessed such a drastic
and landslide downfall. Nevertheless, since the spread of the fangs of this
nightmarish disease in a major way had to do with travel, the world over, this was
the worst affected sector.
Worldwide travel and hotel industry-the most flourishing sector contributing

immensely to world economy was the worst hit as also the largest contributor to
the spread of COVID-19. Travelers hit the hardest as also were the hardest hit, as
travel and spread went side by side.
The sector which remained the least affected was the IT sector as it became the
sole source of communication across the world-opening vistas of knowledge and
information in areas otherwise closed to physical access. The only sector which
saved the world from coming to a total halt or complete standstill-serving as a
Tourism Industry in the Wake of COVID-19-A Traveler’s Perspective 132

saviour/ Godsend specially for the education, information and broadcasting sector
with its online mode.
Travelers may travel for fun, passion or their travelling may be need based.
COVID suspended all kinds of travel plans. Business ventures bore the brunt most
blatantly. It became an uphill task to flatten the COVID-19 curve and meet the
challenge in the eye. Even earlier in history, major pandemics and plagues like the
Black Death (1346-53), Spanish Flu (1918-20), SARS (2002-04), H1N1 Swine
Flu (2009-10) and Ebola Virus (2014-16) had threatened to demolish the travel
and tourism industry in particular since transport becomes a medium for the virus
to spread. The focus therefore remains specifically on this branch of industry.
We are all aware of global impact of the pandemic, the worldwide slowing down
of economic activities and most of the countries subjected to a complete
lockdown. The pandemic brought entire socio-economic structures to a standstill,
showing bleak possibility of recovery. Ironically, the earlier deadly outbreaks
affected the economically weaker classes facing food and healthcare issues
whereas COVID-19 targeted the international travelers. It spread mainly through
travel and primarily affected the affluent social class. It thus restricted not only
human travel but also the transport of raw material and commodities across the
world. Global economic instability was the consequence. Countries solely
dependent on their attractive tourist destinations because of the revenue generated
thereof were the worst affected. For the damage was inflicted by the limitations
and restrictions imposed i.e. social distancing, stay at home and work from home
which became the new norm.
The tourism industry-which was fast becoming the major source of employment
and a major contributor to the GDPs of several countries prior to outbreak of
COVID-19, saw a steep decline in its assets. Being the parasol of various other
industries and sectors of economy like hotel, finance, agriculture, education,
medical, construction, transportation, real estate etc, it also generates huge income
and employment opportunities.
Since the thrust of this deliberation remains mainly on the negative impact of
COVID-19 on tourism industry and the measures resorted to for recovering from

this volatile attack, below are enlisted some of the steps suggested as well as
undertaken by countries all over the world to release themselves from its clutches.
As travel restrictions along with closure of borders continued to be imposed by

countries, demand and patronage of hotels and hospitality declined sharply e.g.,
Hungary which saw a nearly 50% cancellation of hotel reservations1. Not only the
pandemic but even the measures taken to curb it have had a dramatic effect on the
tourism industry. The situation should be strategically addressed with suitable
proactive and reactive measures, considering the current situation and to
overcome future threats to ensure the socio-economic well being of all humans
keeping space for increased travel and tourism.2
Tourism and hospitality industry thrives on the patterns of visitations and

considerable efforts are placed by decision makers to attract visitors to support the
sector and enhance the multiplier effect from the industry. But due to the ongoing
situation, travel restrictions are being observed at national and international levels.
These travel bans, border closures, events cancellations, quarantine requirements
and fear of spread, have placed extreme challenges on tourism and hospitality
sectors3. The need of the hour is a quick effective recovery of the economy,
employment and business sector and that calls for a fresh sustainable beginning
especially in the sphere of tourism.
Rays of hope have been sparked by the successful launch of Corona vaccine.
Unfortunately, the onslaught of the second wave of Corona has superseded the
mass administration of the vaccine. Nevertheless, travel advisories have been
issued by World Health Organization to discourage travel to Corona affected
destinations. In addition to it, media has played an instrumental role in sensitizing
travelers. As such worldwide travel has registered a drastic fall coupled with
cancellation of hotel reservations, flights and booked events. One of the most
attractive tourist destinations like Italy with its magnificent attractions like Rome,
Venice and Milan witnessed sheer dearth of tourists and ended up appearing
deserted.
Undeniably the tourism and hotel industry has suffered rude jolts in the form of
huge revenue losses while at the same time seeing no escape from recurrent

expenditure and fixed routine payments in the form of salaries and wages. This
slump somewhat spells doom of the tourism industry as the fear and anxiety
attached to travel appears hard to wane, long after the pandemic subsides if at all.
It will take long to recover from the badly bruised shape it has been lent to even
after the travel restrictions have been abolished. Therefore, survival has to be
ensured by transforming the modus operandi and adopting different strategies.
It becomes essential for hotel industry to adopt cost cutting measures e.g.,
reduction in electricity bills, reduction in labor cost and thereby training staff in
multitasking because of lessened workload in various departments. Health
protocols and social distancing norms would have to be prioritized along with
sanitation and safety procedures. Training programs can be held to create
awareness in areas of health safety and security. Hereafter a regime of frequent
cleaning and use of disposable items can be resorted to. Not to be forgotten to
mention here is the constant need to wear face masks and the PPE kits as and
when required. Needless to say that all this cannot be ensured without realizing
the moral responsibility of a sense of commitment to holding customer
satisfaction as the topmost priority and thus winning their confidence.
For instance in India, Odisha department of tourism has undertaken stringent

safety protocols to ensure a seamless and safe travel experience for visitors.
Prominent hotels and resorts across the state have put in place exhaustive
sanitization mechanisms such as changing bedsheets in hotels room on a daily
basis and routine cleaning and disinfection of all contact surfaces including
television remote controls, pens, room keys and keycards, toilet flush handles,
door handles, water faucets handles and flooring. Eco Retreats are following
stringent safety operating procedures such as contactless check-in and check-out;
PPE kits for staff, regular disinfections of all rooms, facilities and contact
services; thermal screening; provision of a comprehensive sanitation package for
each checked in guest; luggage sanitation; and implementation of social
distancing norms.4
It would certainly be appropriate here to mention the role played by virtualization,

automated and digital systems in adopting the new normal. Online
communication rules the roost. It has not only shortened distances but also done

away with the need of physical presence in several quarters. Tourism and hotel
industry too has reaped profits from this rich technological harvest .Spread of the
virus is also being curbed by the use of robots to sanitize and disinfect guest
rooms. Furthermore, online mode is also helpful to hotel industry in the form of
social media platforms. These help to engage and communicate with guests as
also indulge in exchange of information between them.
An optimistic approach appears to be he best bet and it should serve as a blanket

for the formulation of national standards for tourism and hospitality industry.
Strict cognizance should be taken of their implementation and monitoring along
with preparedness for unforeseen contingencies and provision of reserved funds.
Scope for research should continuously be created to study the impact of the
pandemic on industry and consequently deductions and recommendations based
on the findings should be made. This will certainly help gearing up for similar
mishaps in future as well as minimize future crises.
In the presence of such concerted and integrated efforts, the hotel industry will
surely see the light of a new dawn. It is necessary for governments to offer a fresh
lease of life to hotels in the form of subsidies and tax reductions. In their turn,
hotels can offer their services as quarantine or isolation centers as and when
required, thus affecting a kind of reciprocal symbiosis.
In the wake of these circumstances, it is obvious that he situation and environment

created by this pandemic will certainly take ṭime to recuperate and this indeed
calls for taking up resilient strategic measures to cope up and reconstruct the
country’s collapsed economy. This in turn calls for resurrecting the most
dominant strain-the travel, tourism and hotel industry. The dynamism that goes
into the making of the world implies mobility, flow and movement, all of which
are the dominant features of this industry. It has been and is responsible for the
flux that the world is witnessing. But for travel and journeys, this world would
have been a static, stagnant, inactive model with no scope of improvement and
advancement. It is only the inflow and outflow of life, energy and activity that
lends a vitality and vibrancy to the world due to this industry.

It wouldn’t be out of place here to mention the advantage gained by the
environment against the loss incurred by various sectors. A persistent fall in
greenhouse gas emissions due to the closure of factories and fall in vehicular
pollution gave way to clean and clear air. A small city like Jalandhar in Punjab
known for its hand tools and sports industry witnessed a dramatic effect of this
missing menace of pollution. It could clearly envision the panoramic view of the
Dhauladhar mountain range of Himalayas lying around 200kms away but the
lifting up of curfews and lockdowns, return of normal rush and gush of public life
once again led to the vanishing of this magnificent spectacle.
And last but not the least, the big lesson learnt from this outbreak is never to
meddle with nature. Amidst a horde of reasons attributed to the outbreak and
spread of this virus, the sanest is that this is nature’s way of punishing mankind
for the excesses attempted. We have had multiple instances resulting from such
transgressions in the form of global warming, pollution, receding resources,
natural calamities like floods and landslides and even the spread of diseases and
viruses. Nature shouldn’t be troubled but treasured, not worried but worshipped as
nothing heals and restores like nature.
References
1. Condenast Traveller: Complementary with Dec-Jan 2020-21; tourist safety
measures.
2. http://cseaafrica.org/the-implication-of-covid19-on-the-nigerian-economy.
3. https://juniperpublishers.com/artoaj/ARTOAJ.MS.ID.556290.php.
4. https://www.tandfonline.com/doi/full/10.1080/09669582.2020.1758708.

12
Impacts on Employment of a Kitchen
Steward amid COVID-19
Mr. Subir Kumar Malakar1, Mr. Abhishek Roy2,
Mr. Hridyansh Vaid3
1
Associate Professor, Amity School of Hospitality, Amity University, Haryana.
2
Assistant Professor, Amity School of Hospitality, Amity University, Haryana.
3 nd
2 Year Hotel Management Student, Amity School of Hospitality, Amity University, Haryana.
E-mail Id: skmalakar@ggn.amity.edu, aroy@ggn.amity.edu,
hridyanshvaid28@gmail.com
Abstract
COVID-19 has proven to be quite detrimental in drowning almost all
industries globally, let alone the hospitality industry. In spite of us
still being in the mad race of finding the best cure for the deadly
disease, there are a few, who have always been at a higher risk of
getting infected or becoming a carrier of the virus, by not being the
first few in the list of the ‘Frontline Warriors’. Sadly, this could be
due to the kind of task they do, perhaps, maybe sometimes, in some
places, they’re looked down upon. All this has hugely impacted their
employment rates too. From cleaning pots and pans to mopping the
floors and assisting the chefs, are these not as much tasks of mental
strength as they are of physical, as much of determination as much of
agility, as much of resilience as they are of focus, as much of self-
belief and that too in spite of the daunting nature of the situation at
hand.
Our study aims at reaching out to 108 people from the sector,
highlighting the challenges they have been facing and drawing
inferences about whether or not were they fired amid the lockdown
and, if yes, how frequently did they have to change their jobs post the
subsequent phases of unlocks, financial problems they faced,
increased demands from the employers with respect to hygiene and
Impacts on Employment of a Kitchen Steward amid COVID-19 138

sanitation and the troubles they faced/ still face while doing their jobs
while adapting to the new technology, issues with conveyance, impact
on their families, etc. The study further includes certain themes which
highlight a sense of preparedness and professionalism that one must
possess should such situations arise and partial to complete
dependence on technology as a means to prevent the spread of the
virus. Through the study, we did come to a common idea that hygiene
and sanitation must, by all means, be maintained at all times by
following the SOPs and if needed, be changed according to the need of
the hour. Managing such a time of crisis is not an easy task and it
certainly was something very new for everyone, but what we can do is
learn from it and grow. The shortcomings and scope of research
would be highlighted later in the study.
Keywords: COVID-19, Kitchen Steward, Employment,

Technology, Hygiene- Sanitation.
Introduction
Covid-19 brought about some of the most challenging times humans have seen so
far. The coronavirus makes people sick by affecting the upper respiratory tract
(Nkengasong, 2020), has pneumonia like symptoms and it is said that the virus
originates from a fish market in China(WHO). As the virus spread across the
globe, it left a grave impact on the employment of the employees of various
industries as a result of lockdowns in the respective countries. In order to avoid
the spread of the virus, employers promoted work from home schemes (Malhotra
and Venkatesh , 2009). A lot of people also lost their jobs due to the same reason.
The hospitality industry was not left much behind as most hotels and tourist
destinations were deserted due to the prevailing travel restrictions and as over
50% of the travellers were not willing to travel after the outbreak of Covid-19
(Wen, Huimin & Kavanaugh, 2005). As the industry suffered, the staff suffered
too(Nicola, Alsafi, Sohrabi, Kerwan, Al-Jabir & Agha, 2020).With such
flourishing work to it almost coming to a standstill, the industry bore the brunt of
countries’ announcing complete lockdowns. The very vulnerable kitchen stewards

weren’t spared as more than 72% were temporarily removed from their jobs due
to no business and some even got fired in the Delhi NCR region of India and
about a similar percentage had to survive the lockdown on their savings as they
didn’t get any monetary support from their employers (Faus, J. , 2020).
Now, as things have started to get better, the work has gradually begun getting
back on track as people have again begun travelling (Gossling, Scot & Hall,
2020). According to some interviewees, only 30-40% of guests have returned as
the industry still recuperates.
According to Norwegian Tourism Organisation (NHO Reiseliv, 2020) Just

thinking of making ends meet won’t work here, instead planning and implying a
strategy where there won’t be any more losses of employment but more creation
of jobs. Making use of technology, innovating and at the same time ensuring that
there is no exploitation of resources should be kept in mind at all times in order to
save more. One should also be rehearsed, should there be another pandemic of
this sort in the future. Surprisingly, in the survey we conducted, over 66% of the
kitchen stewards are actually very well prepared to fight a virus of this intensity or
even higher, God forbids, but if it may ever have to appear in the future.
Literature Review
COVID-19 & its impact
Wuhan, a city in the Hubei province in China, on 12th December, 2019 saw the
first case of COVID-19 (Guo Cao, Hong, Tan, Chen, Jin & Yan, 2020). But, by
the ends of January 2020, there were more than a couple thousand cases across
China. This virus belongs to the same family as that of SARS and Middle East
Respiratory Syndrome Coronavirus. It’s already spread globally to more than
10,87,15,375 people (WHO) which is a global emergency. In spite of the world
class vaccines and researches going on, there’s still quite a chance to get affected
by the deadly COVID-19 virus.
India was very well prepared for the virus. Managing its huge population by
dividing the country into red, orange and green zones for high to low infection
levels, proved great for the citizens with the subsequent lockdowns (NHO
Reiseliv, 2020).

Impact on Hospitality Industry
The virus affected both the hotels and tourism because of countries being in
complete or partial lockdown (Law, 2005).It spread very fast across the south-east
Asian countries of China, Taiwan, Singapore and Hong Kong and later went east to
Europe and the Americas and affected the Hospitality industries there too. And,
soon was the whole world under the clutches of the deadly virus (Faus, J. , 2020).
Scope of the Research
The research study was conducted to know the reasons of KST workers’ loss of
employment during the COVID-19 pandemic and their reemployment post the
lockdown in the ‘new normal’ conditions. The research helped us understand the
perception of KST workers during a pandemic like this.
This research can help the various stake holders in future as to what different skills
and training could be organised for the KST workers to maintain their
employability in all situations so that their jobs and incomes are less affected
(Ratislavová & Ratislav, 2014).
Research Objectives
1. To analyse the reasons of loss of jobs of KST workers in hospitality industry.

2. To identify what percentage of KST workers were reemployed by the same
employer.
3. To examine the difficulties of KST workers in finding similar jobs in the
industry.
4. To analyse the effect on the salary/wages of KST worker post lockdown
measures.
5. To analyse the overall impacts of New Normal on employability of KST
workers.
Data Collection
Data for the research was collected using closed ended multiple choice and

dichotomy questions to understand the insights, and points of view of the
respondents of medium and small restaurants of Delhi-NCR because they employ
over 8 million workers in India only (restaurantindia.in) and hence it is important
to know the impact of post COVID-19 lockdown on their employment.
Research Design
The study is qualitative in nature.
Sampling Design
The study uses convenience sampling. A sample size of 108 was taken. Sampling
area consisted of respondents from a busy market with lots of small and medium
scale restaurants in Delhi-NCR.
Analysis and Interpretation
Demographics of the respondents
A total of 108 data were collected using convenience sampling method. All 108
unsalable responses were received. The demographics show that 98 (90.74%)
were male and 10 (9.26%) were female. The majority of the respondents were
from the small and medium scale restaurants which are locally popular among
visitors. This kind of analysis is valuable, systematic and one of the ways to
recognise data and identify recurring themes (Thyme et al., 2013). The age groups
of the workers were 33.3% (20-30 years), 27.8% (31-40 years), 22.2% (41-50
years) and 11.1% (51-60 years) and 5.6% (above 60 years) so, almost all
significant age groups were taken into consideration for the survey. The greatest
number of workers were found to be migrants from the states like Bihar (22.2%),
West Bengal (20.18%), Madhya Pradesh (15.3%), Chhattisgarh (17.16%), Uttar
Pradesh (13.23), rest 9.93% are from the remaining states of India and only 2% of
the workers have their roots in Delhi- NCR. Going forward, it would be crucial
for the governments and marketing firms to undertake research to analyse the
effects of the current catastrophe on the industry (Min, Lim & Kung, 2011).

Table 1.Respondents’ Demographics
GENDER MALE 90.74%
FEMALE 9.26%
PREFER NOT TO SAY 2.00%
AGE 20-30 33.30%
31-40 27.80%
41-50 22.20%
51-60 11.10%
ABOVE 60 5.60%
Table 2 (end of the chapter) indicates that a majority of the respondents strongly
agree that the concept of lockdown imposed by the government resulted in the
closure of restaurants and caused them a loss of their jobs (Ineson, Benke &
László, 2013).Also, a significant number also believe that the fear of COVID-19
demanded a change into more lean and efficient operations, where there is a
balance between the smart and the skilled workers were preferred from the pool
of workers who did not comply with the new technology and SOPs and the
employer’s demands of multiskilling also caused unemployability among KST
workers (Pine & McKercher, 2004).
Table 3 (end of the chapter) contains mean and standard deviation. It helped in
analysing the respondents’ agreement to the corresponding statement and also
suggested the closeness to the assigned scale value and to examine the data points
for their closeness to mean. Moreover, it can further be analysed by researchers to
gather relevant information for their future research work on employability of
KST workers post the COVID-19 era as they share a large number in terms of
employment in the hospitality industry (Dimitropoulos, 2018). In this regard the
responses conveyed similar challenges that the organisations faced. This table 3
reflected that only.
Conclusion
From the research work it is evident that COVID-19 has had a direct impact on
the employability of the KST workers in the hospitality industry, but slowly they
are getting back to work under the new normal. For the purpose of content

analysis of interview responses key learnings were taken from the works of
Thyme, Wiberg, Lundman and Graneheim, 2013 and Mazaheri et al., 2013.
Most of the KST workers have remained in the same nature of job while few of
them have either looked for new or other kinds of jobs or preferred to stay back in
their hometowns or villages to find some jobs locally. To summarise, it can be
said that the industry now is bouncing back to business.
Limitations
There are certain limitations to our research that must be addressed. The future
scope of research is also highlighted ahead. There is further scope for research for
not only Kitchen Stewards but also, middle management and even supervisory
level.
However, there were certain topics that were explored by the industry experts
through our survey.
The samples could have been collected from high end restaurants, other catering
establishments and hotels.
Another important limitation is that our study was limited to the hospitality
industry of India only and didn't extend beyond that.
Our 108 samples were randomly picked which contributed to a mixed demographic,
geographic and even racial diversity which did result in the varying preferences.
Our study did not cover some of the booming economies of the world which
leaves a potential scope for researchers to explore the topics.
Acknowledgement
We would like to express our deepest gratitude towards Mr. Abhimunya Awathi,
Assistant Professor, Amity University, Haryana, without his guidance, this
research would have been completely impossible.
We would also like to express our sincere thanks to our family for supporting us
during the research period.

Last but not the least, we want to thank the almighty for keeping us safe while the
whole world is suffering from the Coronavirus pandemic. May God bless us all.
References
1. Dimitropoulos, P. (2018). Profitability determinants of the Greek hospitality

industry: The crisis effect. In V. Katsoni & K. Velander (Eds.), Innovative
Approaches to Tourism and Leisure (pp. 405-416). Switzerland: Springer.
https://doi.org/10.1007/978-3-319-67603-6_31.
2. Faus, J. (2020). This is how coronavirus could affect the travel and tourism
industry. In Reuters and World Economic Forum. https://www.weforum.org/
agenda/2020/03/world-travel-coronavirus-COVID19-jobs- pandemic-tourism-
aviation/.
change: a rapid assessment of COVID-19. Journal of Sustainable Tourism, 1-
20.
4. Guo, Y. R., Cao, Q. D., Hong, Z. S., Tan, Y. Y., Chen, S. D., Jin, H. J., &
Yan, Y. (2020). The origin, transmission and clinical therapies on coronavirus
disease 2019 (COVID-19) outbreak–an update on the status. Military Medical
Research, 7(1), 1-10.
5. Ineson, E. M., Benke, E., & László, J. (2013). Employee loyalty in Hungarian
hotels. International Journal of Hospitality Management, 32, 31-39. doi:
10.1016/j.ijhm.2012.04.001.
6. Law, R. (2005). A Perspective on SARS and Education in Hospitality and
Tourism. Journal of teaching in travel & tourism, 5(4), 53-59. doi:
10.1300/J172v05n04_04.
7. Mazaheri, M., Eriksson, L. E., Heikkilä, K., Nasrabadi, A. N., Ekman, S. L.,
& Sunvisson, H. (2013). Experiences of living with dementia: qualitative
content analysis of semi-structured interviews. Journal of Clinical Nursing,
22(21-22), 3032-3041.
8. Malhotra, R., & Venkatesh, U. (2009). Pre-crisis period planning: lessons for
hospitality and tourism. Worldwide Hospitality and Tourism Themes, 1(1).
doi: 10.1108/17554210910949896.
9. Min, J. C., Lim, C., & Kung, H. H. (2011). Intervention analysis of SARS on

Japanese tourism demand for Taiwan. Quality & Quantity, 45(1), 91-102. doi:
10.1007/s11135-010-9338-4
10. Nicola, M., Alsafi, Z., Sohrabi, C., Kerwan, A., Al-Jabir, A., Iosifidis, C., &
Agha, R. (2020). The socio-economic implications of the coronavirus
pandemic (COVID-19): A review. International Journal of Surgery, 78.
11. NHO Reiseliv. (2020). Korona-Analyse for reiselivet. Retrieved April 1,
2020, from https://www.nhoreiseliv.no/tall-og-fakta/reiselivets-status-korona/
12. Pine, R., & McKercher, B. (2004). The impact of SARS on Hong Kong’s
tourism industry. International Journal of Contemporary Hospitality
Management. 16(2), 139-143. doi:10.1108/ 9596110410520034
13. Ratislavová, K., & Ratislav, J. (2014). Asynchronous email interview as a
qualitative research method in the humanities. Human Affairs, 24(4), 452-460.
doi: 10.2478/s13374-014-0240-y
14. Thyme, K. E., Wiberg, B., Lundman, B., & Graneheim, U. H. (2013).
Qualitative content analysis in art psychotherapy research: Concepts,
procedures, and measures to reveal the latent meaning in pictures and the
words attached to the pictures. The Arts in Psychotherapy, 40(1), 101-107.
doi:10.1016/j.aip.2012.11.007.
15. Wen, Z., Huimin, G., & Kavanaugh, R. R. (2005). The impacts of SARS on
the consumer behaviour of Chinese domestic tourists. Current Issues in
Tourism, 8(1), 22-38. doi: 10.1080/13683500508668203.

Table 2.Explanatory Analysis of KST Workers’ Responses
Questions Total Strongly Agree Don't Disagree Strongly
Agree (%) Know (%) Disagree
(%) (%) (%)
1. What do you is think the reason 108 55.55556 27.77778 0 16.66667 0
for loosing job?
Is it the fear of Corona Virus
among customers and staff
resulting in closure of business
2. Did complete lockdown forced 108 72.2 16.7 0 11.1 0
by government result in closure of
business?
3. Many workers couldn't move to 108 66.7 11.1 0 22.2 0
their places of work or carry out
their jobs, were the travel bans,
border closures and quarantine
measures responsible?
4. In the current environment of 108 27.8 11.1 11.1 38.9 11.1
uncertainty and fear, are
enterprises delaying in investing,
purchasing of goods and hiring of
workers?
5. Will the nature of Hotels And 108 61.1 16.7 0 22.2 0
Restaurants change to leaner and

more efficient operations, where a
balance between smart and skilled
labor is sought after?
6. Due to Fear, is a large part of 108 27.8 5.6 11.1 50 5.6
the Labor Force seeing a
domestic-mass immigration, which
means a majority of the front line
staff at Hotels will have moved
back to their native areas?
7. Are hospitality companies hard- 108 33.3 5.6 0 61.1 0
pressed to cut cost?
8. Was Employability affected due 108 16.7 5.6 0 5.6 72.2
to migration to the other
industries?
9. Was Employability affected due 108 55.6 22.2 0 11.1 11.1
to Employer's demands for skill
sets under New Normal (Hygiene
and Sanitation Standards)?
10. Was Employability affected 108 55.6 16.7 5.6 5.6 16.7
due to Employer's demands for
multi skilling individuals?

Table 3.Mean and Standard Deviataion
Questions Mean Mean2
Standard
Deviation
1. What do you is think the reason for loosing job? 1.77778 3.16049 1.17589
Is it the fear of Corona Virus among customers and staff resulting in
closure of business
2. Did complete lockdown forced by government result i 1.5 2.25 0.86603
3. Many workers couldn't move to their places of work or carry out 1.77778 3.16049 1.17589
their jobs, were the travel bans, border closures and quarantine
measures responsible?
4. In the current environment of uncertainty and fear, are enterprises 2.94444 8.66975 2.39276
delaying in investing, purchasing of goods and hiring of workers?
5. Will the nature of Hotels And Restaurants change to leanar and 1.83333 3.36111 1.23603
more efficient operations, where a balance between smart and skilled
labor is sought after?
6. Due to Fear, is a large part of the Labor Force seeing a domestic-mass 3 9 2.44949
immigration, which means a majority of the front line staff at Hotels
will have moved back to their native areas?
7. Are hospitality companies hard-pressed to cut cost? 2.88889 8.34568 2.33598
8. Was Employability affected due to migration to the other industries? 4.11111 16.9012 3.57633
9. Was Employability affected due to Employer's demands for skill 2 4 1.41421
sets under New Normal (Hygiene and Sanitation Standards)?
10. Was Employability affected due to Employer's demands for multi 2.11111 4.45679 1.53156
skilling individuals?

13
Food Safety Standards before and Beyond Pandemic
Tarandeep Kaur
Lecturer, Department of Home Science, Kanya Maha Vidyalaya, Jalandhar.
Abstract
The Coronavirus Disorder (COVID-19) is an extreme acute

respiratory syndrome (SARS) triggered by the SARS coronavirus
(SARS-CoV-2). COVID-19 is identified as a pandemic by WHO on
March 11, 2020 as it is spreading quickly around the world and has so
far killed almost one third of those infected. Yet there are very little
evidences to support the fact that such virus strands can survive on
different contact surfaces. This study research shows that the
transmission of influenza is increased by drinking food and beverage
items that involve them. It is not obvious how this virus will spread to
food, so more research is needed. Managing food supplies to prevent
contamination is a successful practice for maintaining food protection.
Reasonable hygiene, socializing, and sanitary practices ought to be
instilled right over the food supply chain.
Keywords: Coronavirus, COVID-19, Food Safety, Food Packaging,

Hygiene &Sanitation, Spreading of COVID, Food Packaging.
Introduction
The SARS-CoV-2 virus was reported for the first time in 2019 (2000; 2008;
2012). First, the coronavirus was first described as the novel coronavirus (2019-
nCoV) by the World Health Organization then it was reported that its genome is
virtually similar to the SARS-CoV genome (Chang et al., 2020). SARS-CoV-2 is
an evolving respiratory illness that can cause fever and even more acute cases of
pneumonia and respiratory failure (Petrosillo et al., 2020). COVID-19 has various
clinical manifestations in different individuals and regions. Symptoms to the
human body like fever, sore throat, runny or stuffy nose, dry cough, fatigue,
Food Safety Standards before and Beyond Pandemic 150

myalgia or weakness, sputum growth, dyspnea, chest pressure or strain, knee pain,
chills, loss of scent or incubation time from six to eight days or more (WHO,
2020).
COVID-19 is possibly very fast to spread that nearly all countries are suffering an
infestation. The Worlds Health Organisation declared on March 11, 2020 a
worldwide pandemic dubbed COVID-19. As of July, more than 12 million cases
of COVID-19 have been reported (World Health Organization [WHO], 2020).
Skin responses, such as rash or scratching, or tingling of the skin, or discoloration
of the fingers and toes. Pain in abdominal, shakiness, diarrhea, sickness, and
nausea are mild and uncommon (Kaul, 2020; Naserghandi et al., 2020; Petrosillo
et al., 2020).
Borges do Nascimento et al. (2019) found that COVID-19-related effects in

59,254 patients in 61 trials. Incubation will last for 5-6 days after the initial bite
(WHO, 2020).
Symptom Percentage
Temperature/Fever 82%
Cough 61%
Body aches/fatigue 36%
Dyspnea 26%
Headache 12%
Sore throat 10%
Gastrointestinal symptoms 4%
Borges de Nascimento et al. (2019)
Now it is striking that large number of countries have reported COVID-19

infections by now. In March 2020, COVID-19 was declared as a pandemic by the
World Health Organisation. As of late January 2021, over 100 million people
have been exposed to COVID-19; over 2.16 million deaths have been recorded
(World Health Organization [WHO], 2020). Recovery rate has been into good
progress now as 55.4 million infected people have been recovered by now.

Spreading of COVID-19
During the height of the virus crisis, two-thirds or 27 out of 41 study subjects had
recently attended the Huanan seafood wholesale market where livestock were
exchanged next to seafood and meat products (Guan et al., 2020; Harapan et al.,
2020; Naserghandi et al., 2020). Related genetic association of genome of SARS-
CoV-2 to that of SARSr-CoVi that was observed in horseshoe bats. This claim
assumes that a bat may be a host of SARS-CoV-2, but suggests that pigs and
pangolins may also be potential secondary hosts (Lai et al., 2020; Sun et al.,
2020).
So far, the scale of the seafood industry's proliferation has remained elusive
(Harapan et al., 2020). It was believed that SARS-CoV-2 was shipped to the
seafood market in Wuhan, Hubei Province, and the disease propagated even
quicker by human to human encounters. This is because of illness among family
members and physicians who operate at the hospitals handling the cases. Liu et al.
(2020) The most probable distributing routes are by respiratory dust distributed
through coughing, sneezing, and talking. Other transmitting diseases include
fecal-oral, contaminated fomite, and mother-feta vertical. (Naserghandi et al.,
2020; Wang et al., 2020).
It has been decided that COVID-19 can be spread through carriers who appear to
be healthy (Li et al., 2020; Ye et al., 2020; Zhang et al., 2020). There may be
incidents of reoccurrence of SARS-CoV-2 in the community. This has been
confirmed by the discovery of viral nucleic acid after healing from hospitalization
and discharge of a patient. (Chang et al., 2020; Chen et al., 2020; Lan et al., 2020;
Qiao et al., 2020). The underlying cause of the West Nile Virus's reappearance
remains under examination.
Spreading of COVID-19 and Food products

Foodservice workers were among those severely impacted by the COVID-19
pandemic. However, the study hasn't yet been able to show that COVID-19 is
transmitted through berries. It has been proven that viruses which infect the
respiratory tract can't be transferred through foods or food packaging (Food and

Agriculture Organization of the United Nations [FAO] and World Health
Organization [WHO], 2020). No direct cases of transmission of SARS and MERS
from food have been recorded yet (European Food Safety Authority [EFSA],
2020). However, the HuCoV-229E has been confirmed to live at least for 5 days
on the surfaces of polyvinyl chloride (PVC), polyfluorotetraethylene (Teflon,
PTFE), glass, ceramic tiles, and stainless steel, and for 3 days on the surfaces of
silicon rubber at a temperature of 21◦C with relative humidity of 30-40%.
(Warnes et al., 2015). SARS-CoV-2 lasted in a test tube at 21 to 23°C for a
duration of up to 2 to 3 days. If the virus was detected on 4th and 24th hour,
respectively (van Doremalen et al., 2020). The conclusion indicates that SARS-
CoV-2 is transmitted by contact with contaminated surfaces over many days.
Coronaviruses could be able to live in the environment, allowing them able to

transmit by close interaction (Geller et al., 2012). There is a strong link between
the virulence of smallpox virus and common cold viruses (parainfluenza and
rhinovirus) and survival rate (Walther and Ewald, 2004).
A group of scientists from the Food and Agriculture Organisation and the World
Health Organization asserted that tainted food packages could easily spread
SARS. However, this does not mean that this is the route for epidemiological
dissemination because the virus does not live in non-porous surfaces. A previous
study showed that diet was a predominant means of transmission of SARS, Cold,
and flu viruses (Klein, 2004). Is there some possible danger of catching Ebola? A
study says not (Bergeron et al., 2016). Not only among people, however bird
flocks are likely to get contaminated with avian influenza from other poultry
products (Schijven et al., 2005). The potential danger to customers from
contaminating the COVID-19 from the intake of food or the handling of object
carrying COVID-19 is considered very remote. The genome of SARS-CoV-2 is
similar to that of SARS-CoV, but there is no proof that food may be a means of
transmission. It is believed that viruses may be spread in foods that are fresh or
ready-to-eat (Oakenfull and Wilson, 2020).
In order to understand better how SARS-CoV-2 can be transmitted to food

package surfaces or through food intake, more research is needed. The federal
Food and Drug Administration released guidelines for consumers ordering

groceries, preparing food, and organizing their meals. Food handlers can hold
sanitary and hygienic conditions to avoid the transmission of SARS-CoV-2.
Chances of resistance of COVID STRAND in food
A virus does not evolve in foods because it has to be inside of a host to spread. No
experiments have been performed on the survival of human SARS-CoV-like
viruses in foods yet. To date, only two research papers have discussed the
persistence of infectious diseases in the food chain. Numerous adenoviruses
remained stable in leaf lettuce and strawberries packed at 4°C for over 10 days.
Coronavirus, was not on strawberries during inoculation. These tests showed that
hand contamination proceeded near after contamination of food, then transferred
to mouth, nose, or eyes. It was noticed that temperature at 4 and 22◦C would
provide resistance to MERS-CoV. MERS-CoVtiters in milk fall off faster than
any other source of milk at 4oC. The amount of virus decreased by 2 logs after
cheese was processed and stored at room temperature for 48 hours. High
temperatures and long times of pasteurization finally removed the virus (van
Doremalen et al., 2014).
People can contract these diseases if they eat less-polluted food. As a means to
reduce the risk of the spread of viruses, food handlers should be educated in
hygienic methods and practices to avoid spread of viruses.
Besides, the possible risk of bowel disorder, viruses is worries in the tropical
countries. Furthermore, agents include Enteroviruses, Parechoviruses,
Orthomyxoviruses, Henipaviruses, Mastadenoviruses, Alphatoconidia virus,
Torque Teno virus, and coronaviruses. Certain lymphocytes and mucosal
epithelial cells were detected in the intestine of patients who were suffering from
SARS and these cells were positive for SARS (Shi et al., 2005). Viruses could be
spread to humans by food polluted by pathogens. Any of the results of this study
may not directly speak to SARS-CoV-2.
Hygiene and sanitation requirements for food handlers
The HPV 66 virus can be spread for up to 72 hours throughout life (Doremalen et
al., 2020). These facts talk of the value of utilizing bio-hazardous clean

appliances, as standard hygiene procedures cannot defend against viral infection
from food contamination. "Food-contact surfaces such as utensils, packing
products, counters, conveyor belts, and interiors of transport vehicles should be
included in the subject that prevents the spread of bacteria." All these items mean
you remain physically healthy thus avoiding the transmission of disease. There
are different disinfectants, sanitizers and sanitizers in the sector for sale. The
labels that say efficacy against SARS, should be successful against every other re-
emerging coronavirus. Besides thorough guidelines, EPA suggests the
disinfectants that contain recommended contact periods, concentrations and
chemical compatibility with surfaces (Environmental Protection Agency, 2020).
Hygiene and sanitation requirements for Food processing industries

All businesses engaged with food industry should be in complete accordance with
government food protection legislation and must be educated on appropriate
details when required. In order to maintain HACCP compliance, you can have an
individual who stays in touch with authorities during the pandemic. Shelters can
provide room temperature soap, hot water, hand sanitizers, and health-related
facts to minimize spread of disease. Everyone should be kept apart from any
infected person and should not be isolated (Kimball et al., 2020; Pan et al., 2020;
Tong et al., 2020; Wei et al., 2020; Yu et al., 2020). Through building staggered
workstations, the industry will solve the physical distance issue in food industry
facilities.
Hygiene and sanitation requirements for Food Delivery
The food delivery networks electronically are indicated to reduce human contact
during food poisoning. This discourages salespeople and consumers from being
too familiar with each other. More education of food protection can be taught to
the general public. Paper money and food boxes are exchanged, allowing there to
be spread of virus not treated properly. Several third-party logistics companies
have released delivery systems that would need little assistance from the
consumer. Descriptions found in the packaging can be recorded. Hand washing by
locals and tourists can aim to avert the transmission of disease (Food and

Agriculture Organization of the United Nations [FAO] and World Health
Organization [WHO], 2020; Food and Drug Administration [FDA], 2020).
Hygiene and sanitation requirements for Food retail outlets
Ensuring that the food chain remains balanced allows all to engage entirely. It is
vital to assuage concerns regarding food security and maintain confidence and
trust in the food industry. In case these limitations are placed in effect, home
delivery provision can improve, but protection must be maintained for the retail
parts and canteens. The retailers must ensure that their customers retain healthy
and hygienic atmosphere. Spatial differentiation can be maintained when pointing
to concrete floor slabs, which is a good feature. That way, the attraction can be
structured in an efficient way (Food and Agriculture Organization of the United
Nations [FAO] and World Health Organization [WHO], 2020; Food and Drug
Administration [FDA], 2020a).
At the user's end, citizens can guarantee that members of their families stay at
home. Strong potency, children, and COVID-19 patients are included (Centers for
Disease Control and Prevention [CDC], 2020). Other activities such as utilizing
gloves, umbrellas, hand sanitizers, blankets, eliminating plastics shopping bags,
and respiratory etiquette may also be used to ensure sure everybody is healthy.
Reusable bags can be re-sterilized immediately following their utilization.
Hygiene and sanitation requirements for Food packaging
Consumers' fear has propelled increased interested in development of polymers

and biopolymers that have antiviral properties. Polymers and biopolymers have
been increasingly effective at battling hepatitis A and human norovirus (Randazzo
et al., 2018). A previous research showed that copper ions would inactivate
HuCoV-229E. (Goodman et al., 2015). These results confirm the research of
Douglas Koning (2016) regarding the low viability of SARS-CoV-2 within 2
hours of touch on copper-like materials. The greatest challenge impeding the
adoption of wrapperized goods is the scarcity of sufficient materials for product
packaging. Study is being performed into processing biopolymers with
antioxidant efficacy. The use of nanomaterial coating or films has a potential

against influenza viruses SARS-CoV-2 to track the deterioration of packaged
foods and thus protect public health (Sportelli et al., 2020).
The thesis suggests a need for further studies on the probability of spread
correlated with food and meals. Research may be done in order to see whether
people are more prone to get ill if their diet is tainted with SARS-CoV-2. Current
health guidelines are directed at identifying newly identified coronaviruses. The
latest recommendations need upgrading for the sake of the re-emergence of novel
coronavirus Extreme Acute Respiratory Syndrome-Covirus 2 (SARS-CoV-2).
Hygiene and sanitation requirements for Home Kitchens
Stocking food items according to their decay able potential would allow the food
more available in the kitchen. It is strongly advised that those involved also
maintain food protection. For protection and comfort, it is important that all
kitchen workers recognize and follow proper food handling procedures. This
involves scrubbing of uncooked fruits and vegetables like mushrooms. It is
important that when opening canned products, the lids are wiped-clean to prevent
any contamination. Apart from ensuring the utensils, pots, countertops, and
fridges are cleaned, disinfected and properly stored, there should be little risk of
cross-contamination. It is necessary to conform to proper cooking times,
temperatures, and thawing processes to prevent foodborne illnesses.
References
1. Bauer, N., Dearfield, K., Dennis, S., Disney, W. T., Ebel, E., Evans, P., et al.
(2010). Interagency Risk Assessment for the Public Health Impact of Highly
Pathogenic Avian Influenza Virus in Poultry, Shell eggs, and egg products.
Food safety and inspection service (FSIS), Food and Drug Administration
(FDA) and Animal and Plant Health Inspection Service (APHIS) Joint
Document. Available online at: http://www.fsis.usda.gov/wps/wcm/connect/
955e7a9a-24f8-4b31-9826-56485c06eab7/HPAI_Risk_Assess_May2010.pdf
?MOD=AJPERES (accessed May 2, 2020).
2. Bergeron, J. G., Mann, E. M., Farnham, M. W., Kennedy, S., Everstine, K.,
Prasarnphanich, O. O., et al. (2016). Rapid-response risk evaluation of Ebola

spread via the food system. IBM J. Res. Dev. 60:778. doi: 10.1147/JRD.2016.
2585778.
3. Borges do Nascimento, I. J., Cacic, N., Abdulazeem, H. M., von Groote, T.
C., Jayarajah, U., Weerasekara, I., et al. (2020). Novel coronavirus infection
(covid-19) in humans: a scoping review and meta-analysis. J. Clin. Med.
9:941. doi: 10.3390/jcm9040941.
4. Bosch, A., Gkogka, E., Le Guyader, F. S., Loisy-Hamon, F., Lee, A., van
Lieshout, L., et al. (2018). Foodborne viruses: detection, risk assessment, and
control options in food processing. Int. J. Food Microbiol. 28, 110-128. doi:
10.1016/ j.ijfoodmicro.2018.06.001.
5. Bundesinstitut für Risikobewertung [BfR] (2020). Can The New Type of
Coronavirus Be Transmitted Via Food And Objects?. Available online at
https://www.bfr.bund.de/en/can_the_new_type_of_coronavirus_be_transmitt
ed_via_food_and_objects_-244090.html (accessed April 29, 2020).
6. Centers for Disease Control and Prevention [CDC] (2020). How Coronavirus
Spreads. Atlanta: CDC.
7. Chan, J. F. W., Yuan, S., Kok, K. H., To, K. K. W., Chu, H., Yang, J., et al.
(2020). A familial cluster of pneumonia associated with the 2019 novel
coronavirus indicating person-to-person transmission: a study of a family
cluster. Lancet 395, 514-523. doi: 10.1016/s0140-6736(20)30154-9.
8. Chang, L., Yan, Y., and Wang, L. (2020). Coronavirus disease 2019:
coronaviruses and blood safety. Transfus. Med. Rev. 34, 75-80. doi:
10.1016/j.tmrv.2020. 02.003.
9. Chen, D., Xu, W., Lei, Z., Huang, Z., Liu, J., Gao, Z., et al. (2020).
Recurrence of positive SARS-CoV-2 RNA in COVID-19: a case report. Int. J.
Infect. Dis. 93, 297-299. doi: 10.1016/j.ijid.2020.03.003.
10. Environmental Protection Agency (2020). List N: Disinfectants for Use
Against SARS-CoV-2. Washington, DC: Environmental Protection Agency.
11. European Food Safety Authority [EFSA] (2020). Coronavirus: No Evidence
That Food is a Source or Transmission Route. Parma: EFSA.
12. Food and Agriculture Organization of the United Nations [FAO] and World
Health Organization [WHO] (2020). COVID-19, And Food Safety. Guidance
For Food Businesses. Interim Guidance, April, 1-6. Geneva: WHO.

13. Food and Drug Administration [FDA] (2020a). Food Safety and the
Coronavirus Disease 2019 (COVID-19). White Oak Campus: FDA.
14. Food and Drug Administration [FDA] (2020b). Shopping for Food during the
COVID-19 Pandemic-Information For Consumers. April, 2020. White Oak
Campus: FDA.
15. Geller, C., Varbanov, M., and Duval, R. E. (2012). Human coronaviruses:
insights into environmental resistance and its influence on the development of
new antiseptic strategies. Viruses 4, 3044-3068. doi: 10.3390/v4113044.
16. Golden, N. J., Schlosser, W. D., and Ebel, E. D. (2009). Risk assessment to
estimate the probability of a chicken flock infected with H5N1 highly
pathogenic avian influenza virus reaching slaughter undetected. Foodborne
Pathog. Dis. 6, 827-835. doi: 10.1089/fpd.2008.0253.
17. Guan, W., Ni, Z., Hu, Y., Liang, W., Ou, C., He, J., et al. (2020). Clinical
characteristics of coronavirus disease 2019 in China. N. Engl. J. Med. 382,
1708-1720.
18. Harapan, H., Itoh, N., Yufika, A., Winardi, W., Keam, S., Te, H., et al. (2020).
Coronavirus disease 2019 (COVID-19): a literature review. J. Infect. Public
Health 13, 667-673.
19. Kaul, D. (2020). An overview of coronaviruses including the SARS-2
coronavirus - Molecular biology, epidemiology and clinical implications. Cur.
Med. Res. Pract. 10, 54-64. doi: 10.1016/j.cmrp.2020.04.001.
20. Kimball, A., Hatfield, K. M., Arons, M., James, A., Taylor, J., Spicer, K., et al.
(2020). Asymptomatic and presymptomatic SARS-COV-2 infections in
residents of a long-term care skilled nursing facility-King County,
Washington, March 2020. Morb. Mortal. Wkly Rep. 69, 377-381. doi: 10.155
85/mmwr.mm6913e1.
21. Klein, G. (2004). Spread of viruses through the food chain. Deut. Tierarztl.
Woch. 111, 312-314.
22. Lai, C. C., Shih, T. P., Ko, W. C., Tang, H. J., and Hsueh, P. R. (2020). Severe
acute respiratory syndrome coronavirus 2 (SARS-CoV-2) and coronavirus
disease- 2019 (COVID-19): the epidemic and the challenges. Int. J.
Antimicrob. Agents 55:105924. doi: 10.1016/j.ijantimicag.2020.105924.

23. Lan, L., Xu, D., Ye, G., Xia, C., Wang, S., Li, Y., et al. (2020). Positive RT-
PCR test results in patients recovered from COVID-19. JAMA 323, 1502-
1503. Li, Y., Shi, J., Xia, J., Duan, J., Chen, L., Yu, X., et al. (2020).
Asymptomatic and symptomatic patients with non-severe coronavirus disease
(COVID-19) have similar clinical features and virological courses: a
retrospective single center study. Front. Microbiol. 11:1570. doi:
10.3389/fmicb.2020.01570.
24. Naserghandi, A., Allameh, S. F., and Saffarpour, R. (2020). All about COVID-
19 in brief. New Microb. New Infect. 35:100678. doi: 10.1016/
j.nmni.2020.100678 Oakenfull, R. J., and Wilson, A. J. (2020). Qualitative Risk
Assessment: What is The Risk Of Food Or Food Contact Materials Being A
Source Or Transmission Route of SARS-CoV-2 for UK Consumers?. London:
Food Standards Agency.
25. Pan, X., Chen, D., Xia, Y., Wu, X., Li, T., Ou, X., et al. (2020). Asymptomatic
cases in a family cluster with SARS-CoV-2 infection. Lancet Infect. Dis. 20,
410-411. doi: 10.1016/s1473-3099(20)30114-6.
26. Petrosillo, N., Viceconte, G., Ergonul, O., Ippolito, G., and Petersen, E.
(2020). COVID-19, SARS and MERS: are they closely related? Clin.
Microbiol. Infect. 26, 729-734. doi: 10.1016/j.cmi.2020.03.026.
27. Qiao, X.-M., Xu, X.-F., Zi, H., Liu, G.-X., Li, B.-H., Du, X., et al. (2020). Re-
positive cases of nucleic acid tests in discharged patients with COVID-19: a
follow-up study. Front. Med. 7:349. doi: 10.3389/fmed.2020.00349.
28. Randazzo, W., Fabra, M. J., Falcó, I., López-Rubio, A., and Sánchez, G.
(2018). Polymers and biopolymers with antiviral activity: potential
applications for improving food safety. Compr. Rev. Food Sci. 17, 754-768.
doi: 10.1111/1541- 4337.12349.
29. Sánchez-Vizcaíno, F., Perez, A., Lainez, M., and Sánchez-Vizcaíno, J. M.
(2010). A quantitative assessment of the risk for highly pathogenic avian
influenza introduction into Spain via legal trade of live poultry. Risk Analy.
30, 798-807. doi: 10.1111/j.1539-6924.2009.01351.x.
30. Schijven, J., Teunis, P., and de Roda Husman, A. (2005). Quantitative Risk
Assessment Of Avian Influenza Virus Infection Via Water. RIVM Report

703719012/2005. Available online at: https://www.rivm.nl/bibliotheek/
rapporten/703719012.pdf (accessed May 5, 2020).
31. Shi, X., Gong, E., Gao, D., Zhang, B., Zheng, J., Gao, Z., et al. (2005). Severe
acute respiratory syndrome associated coronavirus is detected in intestinal
tissues of fatal cases. Am. J. Gastroenterol. 100, 169-176.
32. Sportelli, M. C., Izzi, M., Kukushkina, E. A., Hossain, S. I., Picca, R. A.,
Ditaranto, N., et al. (2020). Can nanotechnology and materials science help
the fight against SARS-CoV-2? Nanomaterials 10:802. doi: 10.3390/nano
1004 0802.
33. Sun, P., Qie, S., Liu, Z., Ren, J., Li, K., and Xi, J. (2020). Clinical
characteristics of hospitalized patients with SARS-CoV-2 infection: a single
arm meta-analysis. J. Med. Virol. 92, 612-617. doi: 10.1002/jmv.25735.
34. The Lancet Infectious Diseases (2020). Challenges of coronavirus disease
2019.Lancet Infect. Dis. 20:261. doi: 10.1016/s1473-3099(20)30072-4.
35. Tong, Z. D., Tang, A., Li, K. F., Li, P., Wang, H. L., Yi, J. P., et al. (2020).
Potential presymptomatic transmission of SARS-CoV-2, Zhejiang Province,
China, 2020.Emerg. Infect. Dis. 26, 1052-1054. doi: 10.3201/eid2605.200198.
36. van Doremalen, N., Bushmaker, T., Karesh, W. B., and Munster, V. J. (2014).
Stability of middle east respiratory syndrome coronavirus in milk. Emerg.
Infect.Dis. 20, 1263-1264. doi: 10.3201/eid2007.140500.
37. van Doremalen, N., Bushmaker, T., Morris, D. H., Holbrook, M. G., Gamble,
A., Williamson, B. N., et al. (2020). Aerosol and surface stability of SARS-
CoV-2 as compared with SARS-CoV-1. N. Engl. J. Med. 382, 1564-1567.
38. Walther, B. A., and Ewald, P. W. (2004). Pathogen survival in the external
environment and the evolution of virulence. Biol. Rev. 79, 849-869. doi: 10.
1017/s1464793104006475.
39. Wang, Y., Wang, Y., Chen, Y., and Qin, Q. (2020). Unique epidemiological
and clinical features of the emerging 2019 novel coronavirus pneumonia
(COVID-19) implicate special control measures. J. Med. Virol. 92, 568-576.
doi: 10.1002/ jmv.25748.
40. Warnes, S. L., Little, Z. R., and Keevil, C. W. (2015). Human coronavirus
229E remains infectious on common touch surface materials. mBio 6:e1697-

15. Wei, W. E., Li, Z., Chiew, C. J., Yong, S. E., Toh, M. P., and Lee, V. J.
(2020). Presymptomatic transmission of SARS-CoV-2 - Singapore, January.
41. World Health Organization [WHO] (2020). Coronavirus Disease (COVID-19)
Pandemic. Geneva: WHO.
42. Ye, F., Xu, S., Rong, Z., Xu, R., Liu, X., Deng, P., et al. (2020). Delivery of
infection from asymptomatic carriers of COVID-19 in a familial cluster. Int. J.
Infect. Dis. 94, 133-138. doi: 10.1016/j.ijid.2020. 03.042.
43. Yépiz-Gómez, M. S., Gerba, C. P., and Bright, K. R. (2013). Survival of
respiratory viruses on fresh produce. Food Environ. Virol. 5, 150-156. doi:
10.1007/s12560- 013-9114-4.
44. Yu, P., Zhu, J., Zhang, Z., Han, Y., and Huang, L. (2020). A familial cluster
of infection associated with the 2019 novel coronavirus indicating potential
person-to-person transmission during the incubation period. J. Infect. Dis.
221, 1757-1761. doi: 10.1093/infdis/jiaa077.
45. Zhang, H., Chen, R., Chen, J., and Chen, B. (2020). COVID-19 Transmission
within a family cluster in Yancheng, China. Front. Med. 7:387. doi: 10.3389/
fmed.2020.00387.

14
A Study of Impact of COVID-19 on in Room
Dining of Delhi/ NCR Hotels
Rohit Jaswal1, Monalisha Dash1, Chef Vikas Sharma1
1
Assistant Professor, School of Hospitality, Galgotias University, Greater Noida, U.P.
E-mail Id: rohit.jaswal@galgotiasuniversity.edu.in,
monalisha.dash@galgotiasuniversity.edu.in, vikassharma@galgotiasuniversity.edu.in
Abstract
Hospitality industry is the most renowned industry in the top

professional sectors of the market in today’s scenario. It gives the best
of professional and people with high motivated and innovative mind
set. Hospitality industry comes under the top 10 industries of India
who provides the job to the new generation. It not only demands the
highly qualified students but also make them the lifelong learning
with the practical aspects of the industry. Hospitality also entering the
other business with the collaboration trends such as:-Hospitals,
Institutes, Airlines, Private Catering in Railways etc. In last few years
the Indian Hospitality has come in front as a boost for increasing
tourism in the country which not only help to grow itself but also help
the other industries which directly or indirectly attached to it. As per
the information gathered from the govt. portal the hospitality and
tourism is the largest service industry and also having the total worth
of $234 bn. in the year 2018. This industry had the potential of annual
growth rate of 6.4 % and by 2018 end 9.2 % contribution in India’s
GDP. On this note, the government of India had also stared the
initiative of skill India to develop and in built the hospitality habits in
the youth of the country.
Especially when we talk about the hotel industry we found that all the
customers are very happy with the services of Room Service or In
Room Dining, and many online feedbacks are having great reviews
for the In Room Dining which shows that this particular sector is

giving outstanding and WOW factor. It has been observed that the
complaints in the hotel industry in comparison to the other
departments are way less in the In Room Dining. The feedbacks and
survey also explains that the guest who are satisfied with the services
of this department do have the lesser issues in his/ her entire stay with
the hotel. This can be the one of the reason that Delhi/ NCR hotels are
very famous in the market for being the best option to stay and enjoy
the weekends.
As, per the study in this project we found the innovative ideas which
is taken by the In Room Dining professional for their survival and to
show them the best in the business even in this pandemic situation.
This is the complete review of many outstanding ideas and initiatives
taken by this part of hotel industry and a great learning for anyone to
become problem resolver in any of the circumstances.
Keywords: Pandemic, In Room Dining, Hospitality, Innovation,

Travelers, Revenue, Professionals.
Introduction
Hospitality industry is having the great potential in the future”, I still remember
these words of my elders specially my father once I was standing without the idea
about my life and career. I had completed my intermediate with good marks and
finally I found the professional course named as Bachelor in Hotel Management. I
believe I should directly come to my professional life in Hotel industry and the
differences in the life of people or must say the professionals of this industry
before and after the COVID-19 situation.
Earlier, when the I started my carrier fortunately got the chance to work with one
of the best hotel of Delhi/ NCR, and eventually got the chance to work in the
Food and Beverage Service department. This industry was way better than what I
understood in my academics. I found that my learning, confidence,
communication, professionalism and more over way of thinking things had been
changed immediately and finally found myself a better person all together.
A Study of Impact of COVID-19 on in Room Dining of Delhi/ NCR Hotels 164

Before, the pandemic the situation was great for the In room dining in terms of
revenue and growth of the hoteliers but in it current situation the In Room Dining
is came down to the image and found the innovative ideas for the ceaselessness.
Methodology
The paper is based on the qualitative research, random sampling and information
gathered through different channels available on this study, details, facts and
figures has been generated from the hoteliers, corporates, hotel websites, govt.
web links, hotel staff and newspapers available in the market also the author had
words on person notes from the people of In Room Dining working in the
industry / hotels of Delhi/ NCR. The information has been gathered is almost
accurate as per my knowledge and has been scrutinized by myself with the help of
industry experts.
Objectives
1. Analyses of the impacts of COVID 19 on the In Room Dining of Delhi/ NCR

hotels.
2. Study of parameters of revenue and customers before and after the pandemic
situation.
3. Analyses of the different innovative and situation handing done by In Room
Dining.
4. Scope of improvement and the future of this department with the current
scenario
Room Service details in brief
My experience with the In Room Dining also known as Room Service outlet of
Food and Beverage Service department was the greatest in the total learning in
Hotel Industry. It is the phase which we as a hotelier in famous is “In Room
Dining professional is the best available employee of hotel industry”, and this is
something which is I am completely agree with because during my tenure with
such a great learning I used learn many things and make myself ready for
showcasing my skills, you can understand my point like this that before you

become the professional of In Room Dining a server must be fulfilled below
mentioned criteria’s:-
 Professional must have the complete knowledge of all day menus with their
specifications such as: -
 Ingredient: all things go in the food during preparation along with the
authentication of the same.
 Volume: the size and the quantity per portion as discussed and decided as
per standards.
 Cost: all kind of cost fixed/ nominal to understand the price of the dish.
 Rate: all the parameters are involved to get the selling price of the dish.
 Taxes: all the government policies and slabs of tax on the different
products and update on the current changes in any etc.
 Professional must have the complete knowledge of the physiologies must be
used by the every single staff.
 Professional must complete all the attributes.
 Professionals must be able to understand the voice of the guest on phone as
maximum orders comes on the call only.
 Professionals must be able to handle all kind situations may arise on day to
day operations.
 Professionals must ensure all the standard operational procedures (SOP’s) as
per guidelines.
 Professional must adhere the hygiene standards up to the marks and
understand the issues and problems may rises in its absence.
As mentioned, In Room Dining plays a very wide role in the hospitality industry
as a hotel service enabling guests to choose items of food and drink for delivery to
their hotel room for consumption. Room service is organized as a subdivision
within the food and beverage department of high-end hotel and resort properties.
Room Service Servers work in hotels and deliver orders to customers. Duties
these employees perform include maintaining supplies, taking orders, completing
tasks assigned by the manager, being polite to guests, collecting dirty dishes, and
restocking mini bars.

Revenue of in Room Dining in Delhi/ NCR hotel before pandemic
Before understanding the impact of COVID-19, we need to understand
comparison between the revenue of In Room Dining which it used to be before
and now what it would be in the coming future. This data we can easily
understand with the help of below mention chart through which this becomes so
easy and we can follow the same for our research and forecasting that what would
the impact and situation for the staff, outlet and people once the COVID situation
will come in control and also may be the same for the longer period of time.
The data is divided in few major parameters which are as follows: -
 Banquet was the highest revenue earning outlet not only in the entire food and
beverage service department but also in comparison in all the core
departments of the hotel.
 Coffee Shop was the second highest revenue earning department in the hotel
after banquet as per their 24X7 hours operation.
 Third was the In Room Dining which used to come after these two major
revenue earning departments and being on third position we are easily identify
the role of this outlet in the hotel. We can easily understand that the hotel
revenue is not only depends on the sale of rooms or banquet halls but also it
depends on the in room dining too who was doing their best to provide the
food and beverage to the room guests and trying there level best to generate
the revenue for the hotel that also in the schedule of working hours which are
as equivalent to the coffee shop i.e. 24X7.
 As per this chart we can easily understand that the In Room Dining plays an
extensive role in the generation of the earning and boosting profit of the hotel
of Delhi/ NCR. Although before the pandemic situation the things were in the
favor of this department and the professionals were outstanding in their
services of hospitality.

Revenue of IRD in 2018 of a 5 star hotel of Delhi/ NCR
before COVID-19
Banquet
Coffee Shop
In Room Dining
Bar
Mini Bar
Pastry Shop
Speciality Restaurant
Club Lounge
Picture 1
Impacts of COVID-19 on in Room Dining
As we can see that with the help of above mentioned chart that before COVID the
status of the IRD revenue was very impressive and there are many good and bad
impacts has been noticed after this situation we can study it one by one and with
that we shall be able to understand the overall conclusion that is it the same what
we can are discussing on daily bases or is there any future scope for the revenue
generation in the In Room Dining of the hotels of Delhi/ NCR, let’s start with the
different impacts briefly.
1. Decrease number of the travelers
This is something is happened because of the government regulation that until the
end of this pandemic almost all the international flights will not run in between
the countries because of which it is the direct impact of business of the hotels and
restaurants, the customers comes from other countries are the main revenue
generation source for any of the hotel and specially the In Room Dining.
Customers who come from abroad are the prime target who needs the room to

stay and spend their time in the city and as now they involvement is almost zero
hence the revenue for the In Room Dining is also came to almost nil. We can
check this with the comparison of the travelers bar graphs comparison between
2019 and 2020.
12
10
6 National
International
4
0
2017 2018 2019 2020 till May
Picture 2.Chart of International and Nation travelers in 2017,

2018, 2019 and 2020 till date
2. In house occupancy reduction
As we all are very well aware of the reduction in the rate of traveler, hence now
we can easily understand that the bigger amount of revenue of the In Room
Dining is depends on the customer who comes to the hotel specially for the
residence purpose. This would not be wrong if we say that the 95 % of the total
money generation of IRD is directly dependent on the in-house count or on hotel
occupancy. This is directly impacted on this segment of the department as we can
also understand this by having a look on the total occupancy of one Delhi/ NCR
hotels occupancy percentage of the current year only, with the help of below
mentioned pie chart this will be more clear that the occupancy is drastically
changed and came down which became the tough time for this department and
now the survival became even more difficult when it has been observed that

people all over the world even less interested to travel for the long period of time.
The chart will also tell us that the situation was way better in comparison to the
current situation and eventually if this would be the situation for the longer time,
it may will become the end of jobs of many perfect professional of this
department in the coming future and they may not be able to survive like this for
the longer period.
140%
120%
100%
80%
60% Occ. % in 3 star hotel
40%
Occ. % in 4 star hotel
20%
0% Occ. % in 5 star hotel3 Occ. % in 5 star hotel3
Occ. % in 3 star hotel
Picture 3.Chart of Room Occupancy % wise in different star category

hotels of Delhi/ NCR from Dec. 2019 to Apr. 2020
3. Innovative and progressive impact on the in Room Dining
As we understood the negative impacts of the COVID-19 on to the business of In

Room Dining of different hotels of Delhi/NCR. This has been also noticed during
the research that the business has definitely came down but also this situation has
introduced the new clients and new ray of hope to the business. As we all know
that this situation demands the social distancing and quarantine for the people and
on the same note the In Room dining has come up with the availability of rooms
for the patients suffering from these issues. With the collaboration of the
government agencies the hotel room have become the quarantine centers for all
the travelers and the people who are suffering from this pandemic. The in room
dining professional are making sure the delivery of food and beverage must be

provided to all the quarantined people and also they are putting their all possible
efforts to give them a new life with helping them during their difficult time. This
may give an idea to someone to say that they are getting salary for that so this is
the duty of those people to do such work. I do agree on this, but putting their life’s
in danger for the others is also the example of Indian hospitality. Many hotels of
different star category such as Taj, Hyatt, Radisson etc. had opened there rooms in
just one all of government and the staff is doing long working hours to provide
the best available services to all the patients staying with them. Staff is working
not only long period of time but also avoiding to go home even after their shift do
reduce the impact of this disease in society and in their family too.
Conclusion
By the help of above study, we can understand clearly and can conclude it in this
way that the impact of the COVID-19 in Room Dining of Delhi/ NCR hotels has
come very unfortunate and the conditions are very unfavorable. This has not only
reduced the revenue of the department from crown to the peanuts but also made
the life of the staff very miserable along with their motivation and strengths. But
even that the In Room Dining is going towards the way better conditions in the
coming future in comparison to the other departments of the hotel. They have
found the way of their survival in this widespread with the innovative idea of
filling their room and providing their services to the patients who are actually in
the need of these people to win the fight against this virus and to keep them alive.
The staff is using all the required guards which includes the habit of wearing
masks, using gloves, wearing face shield, using sanitizer on very few minutes,
washing their hands, carrying the food in the trolley with all the measurements
and assuring all the guidelines has been considered and fulfilled as per
government instructions. They were depended on the travelers for their revenue
and survival but by making the adjustment with the situations and some
innovation there are not managing their revenue with the help of government
requirements of rooms for quarantine the infected people.
If we say that, the In Room Dining is the future for many months now and this
department will come as a most revenue generating department for next few

months will not be wrong because as other departments are still waiting to get
open and need direct contact with the customer, this department has found the
unique way of services to the customer even without coming in contact with them
directly. The current situation is demanding the changes in the style of service,
where Indian hospitality was famous for the their personalized and friendly
service, in today’s scenario we have taken the charge on the pre-plated or
American service, where are not interacting with the customers at all and
providing them their necessary requirement and helping as well as hoping that
they all get free from the hands of this dangerous disease.
In room dining of Delhi/ NCR hotels has come up as the innovative solution for
the helping of COVID-19 positive people, they are not only trying their level best
to make them fit back but also in the situation where even the doctors are feeling
difficult to fit against this issue they are standing with risking their know life in
danger and providing the all the basic requirements for the person infected and
staying in the hotel’s room. As we studied that to become a professional for In
Room Dining you need so such in terms of knowledge, etiquettes, communication
etc. this study also tells us that not only these a IRD professional needs the
confident, fearless, workaholic and innovation mind set to survive in any situation
no matters how much bad it is and how exactly you can come out with the
solution for the same.
Eventually, we can conclude it with the thought that no matters what and how bad
the situation would be. In room dinning department of Hotel od Delhi/ NCR are
dedicatedly ready to fight against all the negative impact of COVID 19, with their
determination and innovative resolution. The tougher the situation would be we’ll
very better fighter in the future with the dedication of surviving and make others
feel that the Indian Hospitality in the best in all aspects.
References
1. Sigala, M. (2020). Tourism and COVID-19: Impact and implications for

advancing and resetting industry and research. Journal of business research,
117, 312-321.

2. Karim, W., Haque, A., Anis, Z., &Ulfy, M. A. (2020). The movement control
order (mco) for covid-19 crisis and its impact on tourism and hospitality
sector in malaysia. International Tourism and Hospitality Journal, 3(2), 1-7.
3. Tan, R. (2020, February 11). Airlines see big drop in business. Retrieved
March 29, 2020, from The Star Online: https://www.thestar.com.my/
business/business-news/2020/02/11/airlinessee-big-drop-in-business.
4. Xin, S., Tribe, J., & Chambers, D. (2013). Conceptual research in tourism.
Annals of Tourism Research, 41, 66-88.
5. Ying, T. X. (2020). China is one of Malaysia's largest tourist source countries.
Retrieved March, 30, 2020.
6. delhi.gov.in.
7. investindia.gov.in.

15
Impact of COVID-19 on Hospitality
and Tourism Sector in India
Rajwinder Kaur
Research Scholar, University School of Business,
Chandigarh University, Gharuan (Mohali) Punjab, India.
E-mail Id: bimbrarajwinder@gmail.com
Abstract
COVID-19 has affected all the countries and sectors across the globe.
Therefore, all the countries and governments are working for the
safety of people residing there. Due to sudden lockdown in India, the
entire sectors get affected by stopping down the activities. The impact
of COVID-19 is huge & critical which is not predicted by anyone in
the world. Decision of government for complete lockdown has shut
down the operations of hotels, tourist places and restaurants due to
which tourism and hospitality sector get affected badly. It has affected
all other segments of the tourism sector like leisure, inbound,
outbound and other aspects. Tourism sector is one which is highly
impacted by the pandemic because of restriction by government for
people to move from one place to another. So the present study is an
attempt to explore the impact of COVID-19 on various segments
related to tourism and hospitality sector like travel agencies, hotels,
airline operations etc. Finding of the study depicts that the loss is huge
to the sector but slowly and gradually the sector will recover &
survive and get back to the normal stage. Certainly in the recovery
stage the sector has to face many challenges too.
Keywords: COVID-19, Government, Hospitality Sector, India,

Impact, Operations, Pandemic, Tourism Sector.
Impact of COVID-19 on Hospitality and Tourism Sector in India 174

Introduction
Tourism is big leisure for people which are recognized globally. For people it is
temporary movement but for country it provide source of income (www.your
articlelibrary.com). Indian tourism sector is one of the contributor and important
sector of Indian economy. It is considered as the driver for the growth of Indian
economy. Tourism sector is popular because India has rich culture and heritage.
Variety of people, many religions and many type of people are living in the
country with variety of traditions. Due to rich culture of India it is able to attract
more tourists in the country across the globe. By the year 2029 India is expected
to grow 6.7% in terms of tourism and also it is expected that till the year 2028
India is expected to reach 30.5 million tourists (www.ibef.org).
Tourism sector is one of the sectors which have great potential to provide
employment opportunities and attract more FDI’s in India. India is on number
third largest in terms of investments with inflows of US $45.7 billion in 2018,
which is 5.9% of total investment in India. In India now hotel chains are
increasing which is expected to account around 50% share in the year 2022
(www.ibef.org). India has many places in terms of tourist places such as hill
stations, beaches and national parks etc.
Hospitality industry in India is considered as sunrise industry because this sector

has huge scope of growth and development for the bright future of India.
Hospitality and tourism industry both are linked with each other. Hospitality
industry basically includes food and beverages, lodges, parks, transportations and
other related areas. As per the traditional culture of India, Guest is God for
Indians so this sector has really great scope to develop more potential in each and
every aspect (www.newshour.press).
India is very big market for hospitality and tourism industry. It is recognized as
one of the spiritual destination for domestic and international tourists.
Government is always putting efforts to boost this industry and provide assistance
to this industry.

Due to the pandemic COVID-19 all over the world there is disruptive change in
the economic and social life of people. All over the world all governments
restricted the movement of people from one to another for the safety of people.
Due to which tourism sector impacted badly. All the other activities related to
tourism also impacted like shut down operations of airlines, hotels and restaurants
etc. The pandemic has created many challenges and opportunities for the different
sectors and industries so likewise tourism sector is also impacted by the
pandemic. So this study is an attempt to put light on impact of COVID-19 on
hospitality and tourism sector in India.
Literature Review
The pandemic has affected human life all around the world. In every sector and
industry it has great impact. Nobody has predicted the entrance of pandemic in the
world so every arrangements were done in emergency situation. According to rule
of every government, people are instructed to stay home so that the spread of
disease can be prevented (Gandhi and Gandhi, 2020).
Many researchers have explores the impact of COVID-19 on different sectors

because the pandemic has affected all the sectors of the economy. Indian
economy is expected to face loss of 10-30% in GDP. Due to lockdown, supply
from coal sector has reduced which caused cost of carbon increased and economic
activities related to power has disrupted eventually (Kanitkar, 2020). Likewise
other sectors of the economy also have impact on the economy which hampered
the progress and growth of economy. Aviation sector is one of the sectors which
is impacted badly by COVID-19. As all national and international flights are
restricted so airline providers are facing huge loss in the business. All airports are
closed down due to pandemic and people are not allowed to go anywhere (Gandhi
and Gandhi, 2020).
Due to lockdown and shut down operations of business, COVID hit the
manufacturing sector also. All big and small manufacturing industries stop
producing and all are allowed to sit home. Although in IT and sector it is possible
to work from home but n manufacturing sector it was not at all possible.
Therefore the working of service sector was continued and still continuing but

there is huge impact on the share capital of service sector. There are so many
challenges faced by service and IT sector like share price reduction and reduced
revenues of the companies (Sidhu, Rai, Khaira and Kaur, 2020).
Because of the lockdown and shut down of every economic activity in the country
many people have lost their jobs. The pandemic brings lots of challenges for
every sector. There are many changes happen in the social and economic life of
people (Chaudhary, Sodani and Das, 2020). COVID has allowed us to rethink and
redesign each and every activity of life so that every aspect of life can be
smoothen with the situation of pandemic (Agarwal and Singh, 2020). Indian
economy has faced severe challenges and consequences due to the pandemic.
Economic burden has increased, decline in the total growth rate of the country and
suffering from various other backdrops (Rakshit and Paul, 2020).
Many researchers have explored the impact of COVID-19 on different sectors.

Talking about education sector there is totally closure of schools and colleges
since March, 2020. Till now students are getting online classes to continue their
studies. Education sector is continuously fighting for keeping the studies ongoing
(Jain and Agarwal, 2020; Jena, 2020). Likewise transport sector face many
hurdles due to the restriction of government to move. One side there is increase in
the demand of retail products and on the other hand restriction on the movement
of transportation so the situation was very difficult (Loske, 2020). The uncertainty
created very big challenge in front of people (Tirachini and Cats, 2020). Media
and entertainment sector is another hampered sector where government poses
restriction on social gathering in cinemas and theaters. But it is noticed that
people start using platforms which are online for their entrainment like Netflix or
other online platforms (Sunitha and Sudha, 2020). Healthcare and pharmaceutical
sector is not that much hampered by COVID like other sectors. Because during
normal situation or pandemic situations needs of people regarding medicines and
other related aids has not reduced. During this phase, in this sector lots of research
and developments happen (Barshikar, 2020; Mittal and Sharma, 2020; Ayati,
Saiyarsarai and Nikfar, 2020).
Last but not least, the tourism sector has faced lot of changes and disruptions
during this period. Tourism sector is one of the important sectors for the

economy. It is highly affected sector due to internal and external shocks (Dogra,
2020; Kumar, 2020; Shetty, 2021). This particular sector is contributed 9% to the
total GDP of country. Lockdown has also shown the weaknesses of the sector to
prepare the future roadmap for the success of industry (Bhanu and Kumar, 2020).
It is not only in India where this sector is impacted but at the worldwide level this
sector faced huge losses due to restrictions on tourist places (Patel, Sharma,
Kharoliwal and Khemariya, 2020).
Research Gaps
From the literature studied it is observed that many researchers have put focus on
impact of COVID-19 on the overall sector. Researchers those have studied impact
of COVID-19 on tourism has only done bird’s eye view study. So there is need to
do comprehensive study which explore the detail impact of COVID-19 on the
tourism sector as a whole. The present study is done to explore the impact of
COVID-19 on tourism and hospitality sector as a whole. The study takes into
consideration the various related segments such as travel agencies, hotels, airlines
operations and restaurants etc.

The primary objective of the study is to explore impact of COVID-19 on
hospitality and tourism sector in India. It is very clear to everyone that growth of
every sector is hampered due to the pandemic but there are some sectors which
are highly impacted by the COVID-19. One of the highly impacted sectors by
pandemic is hospitality and tourism sector. Therefore the present study is an
attempt to explore the impact of COVID-19 on the different segments of
hospitality and tourism sector.
The study fulfills following objectives:
 To identify the major segments of related to hospitality and tourism sector and
the impact of COVID-19 on these segments.
 To analyses in detail the impact of COVID-19 on hospitality and tourism
sector.

For the study basically data is collected from secondary sources. Data for the
study is collected from sources like websites, reports, journals by academicians
and internet. Also for obtaining the relevant data various reputed and
authenticated websites are explored.
For secondary data many databases are used so that relevant and accurate data is
obtained. These databases include Google Scholar, Research Gate, J Gate,
EBSCO Host, Elsevier and JSTOR etc.
Analysis and Discussion
Objective 1:
To identify the major segments of related to hospitality and tourism sector

and the impact of COVID-19 on these segments:
Following are the various segments of hospitality and tourism sector which are
related to it. The impact of pandemic is explored on all these segments:
 Travel
 Hotels
 Airlines
 Restaurants
Following is the impact analyses of every related aspect of hospitality and

tourism sector:
Impact of COVID-19 on Travel: COVID-19 led the world into economic and
social disruption. The global travel and tourism sector is facing massive and huge
losses due to the restrictions of government on tourism.
All over the India it is seen that travel agencies sent their employees back to their
home with unpaid leaves or with huge salaries cut. Due to the lockdown situation
10-15% jobs in travel sector are shrinked which provide huge employment to
people (www.thefederal.com).

Business travel has greatly affected by the outbreak. Many people directly or
indirectly affected by the restriction on travel. It is expected that the travel
industry will recover the huge losses by the year 2022. Despite of many
restrictions on travel it is predicted that in 2021 also there will be more online
meetings rather than physical meetings (www.grantthornton.in). Once the
lockdown opens and the situation normalises, the people will carry this risk
perception associated with crowded areas and could move to personal travel mode
rather than shared mode like Bus, Metro or Auto rickshaw. They may avoid
public transport facility and shared vehicles like vans, taxies, Autos and
rickshaws. The employees like app based drivers are also suffering due to the
COVID-19 lockdown (www.transformative-mobility.org). In present also some of
drivers associated with this app based cab companies are helping in movement of
medical staff and Govt employees and at some place moving essential food items
to needy also (www.teriin.org).
Once the lockdown gets over and life is back to normal, this sector needs to take
lot of protections so that it does not become part of spreading this virus again. The
most important asset is of public transport is considered employees but they must
be given with the special protection (teriin.org).
Due to many formalities to be performed while travelling so people afraid to

travel. As people don’t feel safe to travel so it is difficult to predict that when
travel sector will revive and recover their losses.
Impact of COVID-19 on Hotels: Till the year 2020 hotel sector is also facing
huge losses due to the unpredictable pandemic of COVID-19. Indian hotel sector
hit hard during the pandemic situation because of very few hotel booking and
very less demand.
The sector goes into unpredictable situation as due to the restriction of foreign
tourists, visa suspension by government of India, large hotel bookings are
cancelled by travelers. The big consideration goes on health and hygiene;
therefore people don’t want to stay in hotels (www.hvs.com).

Projected revenue growth of Hotel Sector
Source: www.statista.com
Figure 1.Projected revenue growth of Hotel Sector
Fig 1 depicted that in the year 2020 the growth rate of hotel sector is very low due
to the outbreak of covid-19 pandemic than the growth of previous years. Projected
growth from past three year is increasing regularly but sudden decrease in year
2020.
Impact of COVID-19 on Airline (Aviation): Airline/Aviation Industry has been

one of hardest hits sector as a result of COVID-19 (corona virus) pandemic
outbreak. In the study “Getting ahead of corona virus: Saving lives and
livelihoods in India” conducted by Mckinsey, India over 600 business leaders it
was found that Aviation is going to be the worst hit industry with 70-75% demand
contraction in Q1 2021 over Q4 2020 (www.mckinsey.com). On 5 March, 2020,
the International Air Transport Association (IATA) estimated that due to reduced
passengers in airline industry it can incur lose between US $63 to 113 billion of
revenues (www.iata.org). IATA then declared on 17 March, 2020 that their
estimates were outdated and now airline industry would require $200 billion to
survive from the crisis IATA again revised the estimated loss amount of revenue
which was estimated on 24 March to be $252 billion worldwide, a drop of 44 %
(www.iata.org).
Even before the corona virus-related disruption, Indian aviation was reeling from
an economic slowdown that had brought passenger traffic to low single-digits.

Further after the discovery of first case in China and its rapid spread across the
countries have forced severe impact on Airlines worldwide (www.home.kpmg).
While many Airlines reduced frequency, cut down routes and blocked certain
countries .The curbs and the uncertainty have paralyzed the sector and are bound
to cause unprecedented turmoil (www.home.kpmg).
When flights actually resume also, social distancing is going to be the norm and if
airlines internal discussions are to be believed then in initial few weeks or months
Airlines would be operating at around 30% of load and plan to have only one
passenger in a row of three (www.qz.com). This will cut the available seats to a
great extent and will impact Airlines profitability in big way. But at-least will be
start of some better times before the actual start of International operations , as
they’ll be able to pay some of their fixed commitments like lease rentals and
airport parking and taxes etc. But surely 2020-21 is going to go down in history of
aviation industry as one of darkest years (www.mckinsey.com).
Impact of COVID-19 on Restaurants

Restaurants segment in one that never see recession before this pandemic. This
segment has seen depression for the first time due to pandemic COVID-19.
Throughout the country restaurants were in great losses and dining out culture
was totally abolished.
This segment has gone into shutdown mode due to lockdown and government
rules. This was the big and major challenge for the restaurants segment. This is
one of the area where people can’t do work from home like others. Restaurants
business is one of the largest contributors in Indian service sector which
contribute approx 3% to the GDP and employing 7.3 million people (asia.nikkei.
com).
The spared of COVID-19 has adversely affected the living style of people, human
lives and overall economy. Closure of each and every activity has hit almost every
sector and industry but firstly to restaurants segment. Restaurants is a place of
social gathering so closure down the segment of restaurants is the only way to
bring social distance (cio.economictimes.indiatimes.com).

The size of restaurant segment is estimated at Rs.4.2trn ($57bn) in India.
Therefore, according to report by “The Sunday Guardian on July 4th, the COVID-
19 pandemic has left the restaurant industry in India bleeding with an estimated
loss of about 1trn ($13bn) in the last 100 days. By now, the losses of the industry
might have doubled”. (www.transfin.in)
Objective 2:
Detailed analyses of overall impact of COVID-19 on Hospitality and Tourism

Sector
As the COVID-19 spread across the world, the main focus of every government is
to secure people from the adverse impacts of pandemic. Due to which countries,
all over the world decided to shut down all the operations and complete lockdown
was declared in the counties.
The impact of pandemic is very big and still not exactly predicted. Decision of
governments regarding complete lockdown and shut down operations of hotels,
restaurants, lodges; guesthouses and travel etc. have disruptive impact on entire
hospitality and tourism system (www2.deloitte.com).
Tourism and hospitality sector in pandemic hit hard. Therefore, domestic tourism
and hospitality sector face week in Q4 of year 2020 and Q1 of year 2021
(hospitalityinsights.ehl.edu). The impact of COVID-19 is present in all the
segments of inbound, outbound, leisure and corporate which will continue till
next few quarters (www.livemint.com). According to World and Tourism
Council; due to COVID-19 pandemic there is cut of 50 million jobs across the
world in hospitality and tourism sector. As per the study of Oxford Economics;
Asia is expected worst and need many more months to recover (hospitality
insights.ehl.edu). Due to fear of the pandemic all immigrant labor person go back
to their native places and temporary workforce hit badly. People lost their jobs
and permanent employees face huge cut in their salaries. Large portion of people
change their industry and go to the sector where cash flow is more and easier. Due
to all such scenario large portion of talent have experience severe impact.

By considering the overall scenario it is expected that there will be overall big
change in the sector as people are now more educated and aware so they need
more safe and hygiene things. The sector needs to add value to their skill sets,
more need to bring transparent systems, continue improved systems and educate
employees to maintain safe and hygiene things.
Conclusion
The present study concludes impact of COVID-19 is not invisible therefore it

impacted the entire sectors across the economy. Tourism and hospitality sector is
one which is a major contributor to the growth of overall economy. The sector has
undergone critical and severe conditions due to shut down overall operations.
Every segment of travel and hospitality get affected by outbreak and there is
strong need to make right decisions in order to keep things on track. Key to
recover and get success would be to re-invent, re-engineer and recoup fast and
decisively to be ready always to conquer such unprecedented situation of
pandemic in future.
References
1. Agarwal, S., & Singh, A. (2020). COVID-19 and Its Impact on Indian
Economy. International Journal of Trade & Commerce-IIARTC, 9(1), 72-79.
2. Ayati, N., Saiyarsarai, P., & Nikfar, S. (2020). Short and long term impacts of
COVID-19 on the pharmaceutical sector. DARU Journal of Pharmaceutical
Sciences, 28, 799-805.
3. Barshikar, R. (2020). COVID 19-Impact and new normal for pharmaceutical
industry (Part-I). Journal of Generic Medicines, 16(3), 112-119.
4. Bhanu, T. T., & Kumar, P. (2020). The Effect of COVID-19 Lockdown on
Indian Tourism and Hospitality Industry. Journal of Dental & Oro-facial
Research, 16(2), 34-38.
5. Chaudhary, M., Sodani, P. R., & Das, S. (2020). Effect of COVID-19 on
Economy in India: Some Reflections for Policy and Programme. Journal of
Health Management, 22(2), 169-180.
6. Dogra, T. (2020). Impact of Covid-19 on the Tourism Industry in India.
International Journal of Advanced Research (IJAR), 8(11), 273-278.

7. Gandhi, R., & Gandhi, S. (2020). Economic Impact of COVID-19 on
Different Sectors in India. AIJR Preprints, 1, 1-8.
8. Jain, S., & Agarwal, T. S. (2020). The impact of corona crisis on education
sector in India. The International Journal of Indian Psychology, 8(3), 153-
160.
9. Jena, P. K. (2020). Impact of Pandemic COVID-19 on Education in India.
International Journal of Current Research, 12(7), 12582-12586.
10. Kanitkar, T. (2020). The COVID-19 lockdown in India: Impacts on the
economy and the power sector. Global Transitions, 2, 150-156.
11. Kumar, V. (2020). Indian Tourism Industry and COVID-19: Present Scenario.
Journal of Tourism & Hospitality Education, 10, 179-185.
12. Loske, D. (2020). The impact of COVID-19 on transport volume and freight
capacity dynamics: An empirical analysis in German food retail logistics.
Transportation Research Interdisciplinary Perspectives, 6, 1-6.
13. Mittal, S., & Sharma, D. (2021). The Impact of COVID-19 on Stock Returns
of the Indian Healthcare and Pharmaceutical Sector. Australasian Accounting,
Business and Finance Journal, 15(1), 5-21.
14. Patel, P. K., Sharma, S., Kharoliwal, S., & Khemariya, P. (2020). The Effects
of Novel Corona Virus (Covid-19) in the Tourism Industry in India.
International Journal of Engineering Research & Technology (IJERT), 9(5),
780-788.
15. Rakshit, D., & Paul, A. (2020). Impact of Covid-19 on Sectors of Indian
Economy and Business Survival Strategies. International Journal of
Engineering and Management Research, 10(3), 51-55.
16. Sidhu, G. S., Rai, J. S., Khaira, K. S., & Kaur, S. (2020). The Impact of
COVID-19 Pandemic on Different Sectors of the Indian Economy: A
Descriptive Study. International Journal of Economics and Financial Issues,
10(5), 113-120.
17. Shetty, P. (2021). The Impact of COVID-19 in the Indian Tourism and
Hospitality Industry: Brief Report. Journal of Tourism & Hospitality, 10(1),
1-7.
18. Sunitha, S., & Sudha, S. (2020). Covid-19 Conclusion: A Media and
Entertainment Sector Perspective in India. Vichar Manthan, 8(24), 135-137.

19. Tirachini, A., & Cats, O. (2020). COVID-19 and Public Transportation:
Current Assessment, Prospects, and Research Needs. Journal of Public
Transportation, 22(1), 1-21.
20. https://www.ibef.org/industry/indian-tourism-and-hospitality-industry-analys
is-presentation.
21. https://www.yourarticlelibrary.com/tourism/the-tourism-hospitality-industry-
in-india-2346-words/7568.
22. https://www.newshour.press/hospitality-industry-in-india-an-overview/.
23. https://www.grantthornton.in/globalassets/1.-member-firms/india/assets/pdfs/
travel-and-tourism-in-times-of-covid-19.pdf.
24. https://thefederal.com/covid-19/covid-19-clips-the-wings-of-travel-impacts-
entire-tourism-ecosystem/.
25. https://www.statista.com/outlook/267/119/hotels/india#market-revenue.
26. https://www.hvs.com/article/8725-covid-19-impact-on-the-indian-hotels-sec
tor.
27. https://www.transformative-mobility.org/news/the-covid-19-outbreak-and-
implications-to-public-transport-some-observations.
28. https://www.teriin.org/article/effects-covid-19-transportation-demand.
29. https://asia.nikkei.com/Life-Arts/Life/Crushed-by-COVID-19-India-s-resta
urants-consider-radical-changes.
30. https://cio.economictimes.indiatimes.com/news/corporate-news/the-indian-
restaurant-industry-will-never-be-the-same/75157663.
31. https://transfin.in/impact-of-coronavirus-pandemic-on-restaurant-food-indus
try-in-india.
32. https://www2.deloitte.com/nl/nl/pages/consumer/articles/impact-of-covid-19-
on-the-hospitality-industry.html.
33. https://hospitalityinsights.ehl.edu/covid-19-impact-hospitality-workforce.
34. https://www.livemint.com/.
35. Quartz India: Indian aviation’s wings will remain clipped long after the
corona virus lockdown; Niharika Sharma; April 06th.
36. Getting ahead of coronavirus: Saving lives and livelihoods in India: McKinsey
& Company, 2020 by Rajat Gupta and Anu Madgavkar.
37. Quartz India; India may escape a recession, but corona virus will slow down
growth further, Pramod Mathew March 30, 2020.

16
Impact of Word of Mouth at Hospitality Industry
Mr. Parikshit Das1, Mr. Siddharth Agarwal1
1
Assistant Professor, School of Hotel Management & Tourism,
Lovely Professional University, Punjab, India.
Hardly any observational investigations have been directed to investigate what rouses
and demotivates clients to lock in in informal (WOM) exercises in the eatery
business. This examination paper investigates the association between various
qualities of neighborliness industry which lead to the production of verbal. A self-
directed survey was utilized to gather. 200 respondents from one of the main and
popular college of World is utilized as an example to concentrate on. To test the
proposed model, we utilize auxiliary condition displaying. The examination finished
with two significant discoveries. Initially, nourishment quality and administration
quality have extraordinary effect on production of WOM. Second, cost and air
doesn't have any effect in production of informal.
Exactly when we spoke about bistro businesses we infer that the business place
where guests are given sustenance. Bistro expect central occupation in the open
movement of people and making different associations. People are going in the
direction of the bistro by their colleagues with family members. Mainly of the
gathering is furthermore thought at bistros. Diner industry is one of the evergreen
associations into World. Quickly made sustenance (modest nourishment) have made
this industry continuously gainful with speaking to theorists, as bit by bit similitude
of these sorts of sustenance things is growing among buyers. Section of Economic
and Agriculture Research facility of USA, World those eat up 47.7 percent of their
pay on sustenance which is extending 10% consistently. On a typical estimate, it is
supposed that World's eating place industry is creating with 20% consistently,
making this commerce progressively engaging. "An examination on inexpensive
food utilization drifts in World distributed in the European Diary of Economics,
Finance and Administrative Science; Issue 48 (2012) states that 89% individuals
demonstrated an inclination for cheap food over high end food or preparing at
home."WOM is a type of correspondence which includes shoppers talking about
their experience after their administration utilization. It is presently the most

fundamental correspondence system to advance item and brands. Verbal exchange be
in a straight line forward correspondence of two non-business individuals who
discusses any industry without putting any kindness for it.WOM is generally seen as
more solid than promotions and some other method of correspondence. Previous
inquire about show to there are more odds of spreading WOM by clients about thing
with which they are firmly associated. In accommodation industry the impact of
WOM is especially solid as the nature of administrations is regularly unidentified
preceding utilization (Zhang et al., 2014). By and large, specialists are concurred that
nourishment, condition, administration and cost are the elements which make
considerable effect on eating involvement with eatery. However, not many endeavors
have been made to discover effect of these elements in making of WOM at café
industry.
Convenient are a few elements which include concentrated by various researchers

that customer consider before depending on data given by anybody. Some acclaimed
factor like source closeness, source aptitude, and source believability and so on are
notable. Believability of the sender is additionally significant feature which impact to
the client while buying any item or administration. WOM is viewed as progressively
precise and dependable while settling on buying choice about any item or
administration. The investigation by McKinsey demonstrated that 20-half of
shoppers consider WOM essential factor to choose for any item or on the other hand
administration. Various investigations have discovered various variables driving a
purchaser to extend either positive or negative WOM. Yet, nobody has examined the
effect of various factors in the production of WOM at eatery business. So the
essential target of our exploration is to discover out the association of each factor
which impacts the purchasers in making of WOM (positive or negative). We have
picked eatery industry as our objective zone as it is decidedly developing, getting
more all things considered, 2.4 billion every day discussions include a brand which
lead advertisers to know customer WOM designs . As per Keller and Libai informal
exchange makes incredible effect on purchaser conduct. "It produces 3.3 billion
brand impressions every day, and shapes everything from the motion pictures buyers
watch to the sites they visit" . An investigation by Trusov et al. states that "verbal
exchange is the essential factor behind 20 to half of all buying choices… and…
produces more than twice the deals of paid advertising".
Impact of Word of Mouth at Hospitality Industry 188

Administrations be of impalpable nature which can't be assessed previously we
experience them. So buying them prompted a client on high hazard and make them
progressively dependent on relational impact of WOM Hence, it gets important to
contemplate the intensity of WOM in the café business. Rather than huge effect of
WOM in administration area, particularly in café industry, little research has been
directed right now. Also, no exploration has been committed to discover out what
persuades or debilitates clients to take part in WOM and which elements of café
experience are increasingly disposed to spread WOM. Further, clients' inspirations
for spreading WOM have not been contemplated. Getting mindful about the
inspirations driving spreading of positive informal exchange is especially noteworthy
in light of the fact that it might expand clients' ability to buy, as it decreases the
chance associated with the buy. Understanding these inspirations will likewise be
useful for corporate segments with the goal that they chip away at factor which lead
to positive informal. As indicated by a swot complete by Arndt and Sundaram et al.
positive WOM can decrease the special consumption as it can make ideal picture of
the organization and its brand on top of previous hand negative WOM will lead while
in transit to fewer purchasing from new clients, shortened regulatory ability to hold
clients, demolished authoritative status, and harmed brand value. Taking a gander at
the basic part that NWOM has in upsetting associations' status, it becomes essential
for administration merchants to know about usable strategies to lessen NWOM
conduct.
Word of Mouth (WOM)
Casual trade is a not paid notification wherein respondent shares their experience
about thing or organization (well or adversely). Awful WOM correspondence may
destroy the association on other side encouraging WOM correspondence can take the
association be a trend-setter marketplace divide. The person who has more data or
feeling pioneer would affect additional to alter their buying behavior of customer at
what time they spread verbal trade about anything and organization. Henning-Thurau
et al. portrays casual trade as any comment (positive or negative) got or extend with
the genuine, past or possible customer about anything or organization. Articulation of
mouth is the system wherein persons shares their knowledge and viewpoints
regarding a exacting thing (brand) or organization which impact on client's trade

conduct. It is penniless down from composing review that esteem, condition,
organization quality and taste are used as self-governing variable.
Price
There are constantly various impression of clients about cost. Significant expense
might be seen to firm is giving highlevel caliber so if organization diminish its value
these clients can change their purchasing conduct. Low cost may likewise be seen
because low quality at times seen as low quality so valuing surroundings is a lot of
troublesome errand intended for the organizations. Low cost might likewise be seen
as low excellence here and there seen as low quality so evaluating location is a lot of
troublesome undertaking for the organizations (Philip Kotler fourteenth release).
Cost is partaking in a significant job inside the client's fulfilment as the consequence
of the cost of item or administration charged effect straightforwardly on the client, in
this manner in the event that it's sensible, at that point it impacts to make positive
verbal exchange about café and make customers ready to visit more later on. In this
manner organizations must set the costs cautiously to get clients dependability.
Cost is the component which impacts the individuals to make expression of mouth
for the café. In the event that individuals get reasonable value, it will fulfil them
furthermore, they will go to that eatery once more. Cost of the item might assemble
or downwards the item excellence. Reasonable cost resolve lead client to
appointment café every now and again and spread positive informal exchange that is
helpful for eateries. On the off chance that purchasers saw that café is charging
significant expense that will hurt the notoriety.
Facility quality
Delegates has direct association by client with organization. An agent have

compelled instance with client since organization be the factor which can't be taken
care of so inside showed occasion specialist needs in the direction of make client
content with value organizations.
Organization quality impacts the buyer point towards positive or then again negative
verbal trade has seen with Kim et al. in their examinations. DINSERV system be

second-hand to check the organization value in diner business. DINESERV relies
upon 5 estimations which are faithful quality, confirmation, receptiveness, physical
resources, constancy and compassion.
For extended stretch association it is imperative to give criterion quality help to

please the customer Service excellence will influence the clients to make casual
exchange. Client will finish on extraordinary expense for the quality help.
Organization quality is the factor which expect critical employment in creation
affiliation gainful considering the way that it is direct connected to clientele.
Food quality
Flavour be the central issue which capacity to the clients in choose most excellent
bistro. As a general rule Worldwide people separate restaurants dependent on their
taste. Before picking any eating place a huge segment of the persons get some data
concerning the kind of the aftereffects of that particular bistro.
The attribute of sustenance superiority are newness, taste and appearance. Sustenance
quality was evaluated by on above attribute .Namkung and Jang assessed sustenance
quality through sustenance arrangement, menu combination, sound decisions,
sustenance taste, sustenance freshness, likewise, sustenance temperature as credits to
inquire about the centrality of sustenance class in bistro business. Liu and Jang
coordinated investigate on Chinese diner and discovered a comparative end which
was shut by past makers . Liu and Jang included sanitation and menu arrangement, to
their assessment.
Atmosphere
Air is about the encompassing of the eatery which makes a picture into the brain of
shopper and customer's apparent esteem which influences the purchasing conduct of
the clients. Because of developing proficiency rate and development in pay, marked
also, all around enhanced cafés will be increasingly preferred by the clients.
Condition of the eatery impacts to fulfill the customer(Lim, 2010) which prompts
make informal exchange. Ryu et al. recommended the model to quantify client's
discernment called DINESCAPE. It incorporates just interior viewpoints and rejected
the outer viewpoints like (stopping territory and plan) and non-dinning condition like

(holding up territory and bathrooms). Liu and Jang directed research on Chinese café
by utilizing DINESCAPE's things used to process the air of eateries what's more,
they reasoned that condition having huge relationship with fulfillment with café.
Temporary and Long-Term Effects for WOM and Traditional Marketing

Actions
To check the effect of WOM and the two conventional showcasing factors on new
recruits after some time, we register IRFs based on the evaluated VAR framework
parameters (for subtleties, see the Appendix). The IRFs follow the steady impact of a
one-standard-deviation stun in WOM, occasions, and media on the future estimations
of recruits. These empower us to analyze the vestige impacts of every action on
recruits while completely representing the circuitous impacts of these exercises in a
unique framework. Figure 4 plots the three IRFs for the impact of WOM referrals,
media, and occasions on new recruits after some time.
The top board in shows that the WOM impact on top of recruits remain altogether
unique in relation to zero for around three weeks. Interestingly, the impacts of media
what's more, occasions (the center and base boards of Figure 4) lose essentialness
inside only a couple of days. Contrasted and customary showcasing exercises, the
WOM referrals actuate both a bigger momentary reaction and a generously more
remainder impact. These outcomes feature the requirement for specialists to utilize
models that can likewise represent the longer-term impacts of WOM promoting.
We likewise ascertain a few transient flexibilities with a long haul versatility for
WOM, occasions, with media presents these evaluated short-(at some point, 3 days,
and 7 days) and long haul versatilities. Prompt (at some point) flexibility of WOM
(.068) is 8.5 occasions higher than that of conventional advertising activities (.008).
Additionally, this error develops after some time. Without a doubt, the long haul
versatility show WOM referral are similar to the "blessing that continues giving,"
particularly looked at with the presentation of conventional promoting exercises.
Show that the long haul versatility of WOM referral (.53) is around multiple time
higher than the flexibility for promoting occasion (.53 versus .026) and multiple
times higher than the versatility for media appearances (.53 versus .017). The
evaluated WOM flexibility of .53 considerably surpasses the scope of qualities for

publicizing flexibilities detailed in the writing (e.g., Hanssens, Parsons, and Schultz
2001). In this way, our exact discoveries support the idea that WOM might be among
the best showcasing correspondence systems.

Conclusion
The motivation behind this examination was to build the comprehension of the
impacts of WOM showcasing by exploiting new, definite following data made
conceivable by the Web. Utilizing information from an online person to person
communication webpage, we evaluate the impact of WOM referral, which are
recorded electronically, on new part recruits to the site (i.e., client acquisitions). We
additionally look at the impact of WOM with customary advertising action and look
at its remainder elements. This licenses us to address the family member viability of
both in the short run and in the long run. We find that WOM referral strongly affect
new client securing. The long haul versatility of information exchanges as for WOM
is assessed to be (significantly bigger than the normal publicizing flexibilities
revealed in writing). The flexibility for WOM is around multiple times higher than
that for showcasing occasions and multiple times that of media appearances.
Likewise, a significant component of the proposed displaying approach is the
capacity to deal with the endogeneity and aberrant impacts among WOM, promoting
movement, and client securing.
Our work has a few significant ramifications for rehearsing directors. Our
methodology offers administrators an apparatus to improve the measurements they
use for surveying the viability of customary showcasing when WOM impacts are
available. We likewise led a reproduction examination to represent the potential
financial ramifications from initiating extra WOM by offering budgetary motivations
to existing clients.

We ought to likewise take note of the constraints to our exploration. Our information
originate from one enormous person to person communication site, spread a time of
short of what one year, and are at the total level. Consequently, information
impediments keep us from breaking down the impacts of WOM for-and advertising
activities by-contending locales. In spite of the fact that lamentable, this is basic to
this sort of organization explicit informational index. Since our informational
collection tracks new recruits and WOM at the total level, another confinement is
that we can't demonstrate heterogeneity. In this way, we don't address division in
WOM reaction or potential contrasts in wear-out or immersion impacts at the
singular level. Moreover, site individuals pulled in various ways (i.e., through WOM,
occasions, or media appearances) could vary in visit recurrence and pages saw, hence
yielding distinctive income advantages to the site (Villanueva, Yoo, and Hanssens
2008). Since we needed such singular level information, we were unable to make this
qualification in our income estimations.

17
Overview of Timeshare Concept
Geetika Joshi1, Amit Joshi2
1
Assistant Professor, School of Hotel Management & Tourism,
Lovely Professional University.
2
HOD, Assistant Professor, School of Hotel Management & Tourism,
Lovely Professional University.
E-mail Id: geetika.joshi@lpu.co.in, amit.joshi@lpu.co.in
Overview of Timeshare Concept
Survival to Revival-Restart and Resume the operations, this seems to be mantra

for current hospitality industry under the purview of COVID-19.
Hoteliers are resilient and have always bounced back with better and updated
levels of service. In Asia Pacific region the hotels have had a higher level of
service compared to America and Europe. Hoteliers will once more need to
rewrite operations and the service manuals. Yet again need to show to the world
that India is safe and that we take care of our customers very seriously. There will
no longer be departmental checklists but a common checklist for everybody in the
hotel. Protocols will have to change and we all need to accept that to become a
frontline CORONA warrior.
Time-share hotels are also known as vacation –interval hotels, is a latest concept
in the hospitality sector. As understood by the name itself, it encloses the buying
of a tourist accommodation at a famous holiday destination for a particular time
slot in a year. The buyers can then occupy the property for that time slot or further
rent the property to other prospective vacationers if they themselves cannot avail
the facility. Buyers have to make payment once for particular time period and an
annual fee to cover the maintenance costs and other related expenses and take a
good shre in the revenue generated if the buyers themselves are not making use of
the timeshare property. For an example, Club Mahindra resorts are a famous
example of few time-share properties in India. Following example will help to
understand how the timeshare concept works. Suppose there is a Hotel Clarks in
Overview of Timeshare Concept 196

Shimla having twenty rooms. Now, the different rooms of the hotel can be sold to
multiple buyers for different periods of time for a particular number of years.
Thus, the total number of one week slots can be calculated as follows:
Number of one week slot owners= Number of guest rooms x Number of weeks of
the year
=20x52
=1040
This implies that the same hotel property can be sold to 1,040 individual owners
for particular slots throughout the years. Such individuals are the owners of the
guest rooms for that particular time period. They can either themselves occupy
their timeslots or can further rent them out to prospective buyers or management
companies to run the hotel.
Time-share is an expanding segment in hospitality industry presently and is

acquiring popularity among frequent vacationers. At times, this concept is also
called as holiday ownership concept. This concept is just like advance purchase of
time in holiday accommodation.
Origin of Timeshare
Timeshare concept started as early as 1960. Alexander Nelte developed this

concept .He was a German and a manager of the hotel in Ticino .He created a
company called Hapimag based in Switzerland. A few years later in 1967 another
innovative developer introduced this concept at Super devolur Ski Resort. The
slogan for sales was framed as “Stop renting the room-buy the hotel-it’s
cheaper!”. However, the timeshare concept was initially coined in Europe but
later on it was adopted by United States. Very soon the innovator realized a
serious limitation of the concept-lack of flexibility. Later in 1974 the drawback
was resolved with the framing of the concept of exchange system RCI. After two
years, in 1976 another company Interval International was formed with the same
concept. Susequently the idea trickled down to Mexico from U.S and came back
to Europe in 1980s and the British Holiday market in Canary Island & Costa Del

Sol of Spain can be treated as the beginning of success stoiry in Europe. This
concept was also very well acknowledge in India and various companies such as
Avelon Resorts and Sterling Holiday Resorts, Mahindra Holding and Nanda
Tourist corporation etc. Are promoting this concept and the growth of timeshares
at an annual rate of 15% ever since 1980 and it can be compared with that of
travel and tourism sector overall of 4% and hotel accommodation 2% in the same
period.
The timeshare or vacation ownership strategy or concept has recently become

very popular and timeshare properties are another preference of vacationers. It is
an expanding part of the hospitality industry.
It is spread across 270 countries with the biggest brands being a part of the
growth-
In the U.S: * Hilton *Marriott *Hyatt *Disney

*Starwood.
In Europe: * Sol Melia *Pestana *Awana,
In Malaysia: * Berjaya *Swiss Garden
In South Africa: *Southern Sun
The World Tourism organization defines timeshare as: “the advance purchase of
time in holiday accommodation. The purchaser pays a capital sum to acquire
the timeshare and then pays an annual contribution towards the
maintenance of property. The period of time sold is usually based on modules
of a week."
Important features
 These properties are normally found in resort areas - hills and beaches, etc.
which offer attractive climate and a variety of recreational amenities
throughout the year. Urban or city timeshares are also feasible if they are
based in locations that can attract visitors throughout the year. Also, a

corporate customer base can be a potential target market in city-based
timeshare properties.
 Vacation ownership properties typically involve individuals who purchase the
ownership of accommodation for a specific period of time- one or two weeks
or more, in a year usually at a one-time price. The life time term of timeshares
varies from 20, 25, 30, 50, or 60 years. This means, for example, the owner
has the right to the property for one week every year for 25 years.
 The timeshare business is divided into 52 weeks and each week is a unit. The
price of the unit depends on the season for which one is buying a unit. For
different resort locations, the peak and low seasons will vary depending on the
demand. In hill stations, the summer may be the peak while for a ski resort the
winters will be the peak season. The seasons are usually designated with
colour codes and a resort may use different colours to describe peak and low
seasons.
 Typically the following colour code is used:
PURPLE: peak season
RED: best season, vacation time
WHITE: Mid-season (shoulder period)
BLUE: Off season
Condominium hotels or units are similar to timeshare properties with the only
difference being in the kind of ownership and the accommodation is usually in the
form of apartments. Condominium hotels have only one owner per unit as
opposed to multiple owners of a timeshare. When the ‘condo’ owner wishes to
occupy the unit, he informs the management of his intent and they may rent out
the unit for the rest of the year when it is vacant. When the unit is rented out, the
revenue goes to the owner. The management takes the responsibility of the unit’s
safety and the major portion of the rent is given to the owner.
Condominium development entails a joint ownership of a complex. Every owner

purchases and has full benefit of an unit such as guestroom, suite ,apartment or a

villa and shares the cost common to the whole complex such as taxes,
maintenance and upkeep of buildings and grounds, parks, tennis courts,
swimming pool and facilities of services such as security, letting and management
etc.
Referral Groups/ Chains: Referral groups consist of independent hotels which

have grouped
Together for some common purpose.
Purchase Motivation behind Timeshares (Advantages f Purchasing

Timeshare)
Major reasons behind buying a timeshare property are:
 Flexibility: this includes flexibility over when, where and how the guests
vacation. The exchange opportunity has increased the popularity of timeshares
over the past many years.
 Economics (savings in vacation costs): a general survey states that owners
save a lot of money in the long run- no per head cost, no extra charges for
guests, facility to cook, etc.
 Certainty of quality accommodation: there is certainty about the availability
and quality of accommodation in popular resorts.
 Resort location: there is a wide variety of choices of resorts offered.
 Availability of exchange options: the number of choices has increased even
more with the popularity of exchange options offered by Exchange
Companies.
 Safety & Security: a very important aspect for family vacations - families
feel secure in the resort area.
 Vacation home at affordable prices: the possibility of ‘owning’ a home, if
even for a short interval, in a resort location which would otherwise may
never have been possible.
Types of Timeshare Contracts
A. With deeded contracts

B. With right to use contracts
C. Timeshare ownerships (fee simple)
D. Club agreement
Forms/Types/Classification of Timesiiares Ownerships
Resorts offer timeshare in a variety of formats. Over 90% sell interval interests in
increments of one week of use each year or as point offerings. Various forms that
timeshares are available in or methods that can be used when using timeshares
are:
1. Fixed week method/Fixed Week Ownership

2. Floating week method/ ownership
3. The Split Week method/ Split in time share
4. Rotating week method/timeshare
5. Points- based Programs
6. Resort- based points programs
7. Vacation Clubs
Also, the MIXED USE concept of sharing facilities of traditional hotels and
vacation resorts is gaining popularity (i.e. the hotels can function as timeshares
and timeshares can operate like hotels). This global trend of Mixed Use of
timeshare resorts and hotels has been given acceptance by the Ministry of
Tourism in India as well.
Types of Accommodation
1. Apartments
2. Castles
3. Ski lodges
4. Bungalows
5. Condos
6. Villas
7. Campsites

8. Cottages
9. Restored farmhouses
10. Private residence clubs
Advantages and Disadvantages of Timeshare Business
Timeshare business is fast developing in the developed as well as developing

world. In our country', it has started late but the concept is catching up with the
world.
I. Advantages of Timeshares
Apart from the benefits of the hotel industry, it also reaps the following benefits:
a) Vacation ownership-a fast growing tourism brand

b) Promotes all types of tourism -inbound, outbound and domestic tourism
c) Theme-based leisure tourism that satisfies consumer needs
d) High potential for employment opportunities
e) Domestic tourism-the catalyst for India’s tourism growth
f) Full potential of domestic tourism-to be exploited by industry and government
partnerships
Advantages of timeshare can be broken down to benefits to:
a) Community
b) Developer
c) Owners
a. To community
 Employment opportunities for locals

 Repeat visits, if not of same guest, then of exchange guests
 Improved economy- increased spending by visitors
b. To developer
 Increased level of occupancy

 Overall profitability-through renting out

 Annual maintenance fee from each owner-each property being able to be sold
52 times (in 52 weeks)
c. To Owners
 Options of new destinations every year

 Payment of maintenance fees guarantees that all community areas will be well
maintained
 Enjoy spacious accommodation
 Can get friends & relatives without extra costs or ‘per head basis as is valid in
hotels
 Can sell their interests when they want
 Limits costs and expenses associated with ownership such as taxes, insurance,
etc.
 Costs of maintaining the property are distributed over a larger number of
owners reducing the worries and costs associated with it can have world-wide
“Bonus Time” available-these are extra weekends through Exchange
Companies. These weeks require no payment of maintenance fees and can be
used often and can be absolute bargains.
II. Disadvantages of Timeshares
The biggest disadvantage of the timeshare business is that it is still not well
organised and the major portion of its cost is being spent on marketing.
There is a rough estimate that of the actual cost/price of the timeshare unit, 18-20
% is the actual cost of the unit and the remaining is divided among sales and
marketing (33%), maintenance, upkeep and other costs (27-30%) and the
remaining 20 % is the profit. That means that a customer who buys the unit gets
only 20% of the price value and is required to pay an yearly maintenance fee as
well as daily service charges for actually staying in his own unit and using
services like telephone, cable, swimming pool, common areas, etc.
a. Marketing: since it is not an essential requirement of the buyer and it is an

unconventional package holiday product not easily available for viewing, the

marketing and sales techniques of the resort developer may be and have been
aggressive, causing a lot of opposition in the market.
b. Damage to local societies and environment especially in overcrowded and
undeveloped destinations.
c. Maintenance fees have to be paid annually and can keep increasing every
year, the customer ending up with paying more than he wants or had assumed.
d. Resale of timeshare units is not very easy because the value of the unit
depreciates quickly because of volatility of the real estate market. So, the
owner may over his costs with no profits when he decides to sell his interests
in the unit.
e. There may exist fierce competition for the most desirable locations and certain
periods of the year so the client may be disappointed very often.
f. The client’s/owner’s money gets tied up in something he can’t use for the
moment.
Marketing of Timeshares
The demographic characteristics of time share owners are:
 Upper middle income group

 Middle aged
 Married couples
Marketing of timeshares has proven to be very difficult because of the product

itself and the aggressive and sometimes misleading means adopted by most
timeshare marketing companies. As a product, timeshare is considered to be a
luxury product that is not essential for the consumer, so there is no demand for it.
This has made the marketing efforts to be rather aggressive and hard selling that
discourages many prospective buyers.
Marketing of time-share usually has two major stages
a) Lead generation
b) Sales presentation

a. Lead generation: this embraces the steps taken to invite the prospective
purchaser to the site to view the product. This may be done through:
 Off-site personal contacts or off property contacts (OPCs)

 Direct mail
 Tele-marketing
 Referral
 Print/electronic media
 Mini- vacations
 Hotel lead generation
Out of these the most common are:
 Direct marketing, through direct mail and telephone marketing is usually

used to generate leads. The marketing companies acquire potential customer
databases in order to target them. Off property contacts (OPCs) can be used
in on-site properties in the resort area. Marketing reps. can invite people at a
shopping mall, bazaar, etc. and invite them for a sales presentation where free
incentives may be offered.
 Offering mini-vacations are also a popular incentive used to create interest in

the proposal. The buyer gets a chance to experience the product and survey
the site up close.
b. Sales Presentation: following lead generation done by marketing, the sales

presentation is conducted either in the company’s office or on site. The
presentation may take 2 to 3 hours and includes visuals of the property and
discussion where the sales rep tries to persuade the prospect to buy the
product. The buyer must not only sign the contract but he must be satisfied
with the purchase and continue with his payment obligation.
Growth of Timeshare
Since it started in the 1960s, timeshare has seen a terrific growth. The present
distribution of the timeshare market is as follows:

North America 31%
Latin America 16%
Africa 6%
Pacific 3%
Europe 25%
Asia 14%
Caribbean 5%
Timeshare Companies in India
 Ramapuram Holiday Resorts

 Sheridan resorts Development
 Vedic Village
 Averina Beach Club
 Cliff top Club
 Himalayan Vistas
 RCI India Pvt. Ltd.
 The Luxury Club
 Treasure Island
 Lotus Suites
 The Fort Holiday Klub
 Vista Do Rio
Other timeshares in India are:
 Fort Radisson
 Holiday Inn Goa
 Le Royal meridian
 Royal Resorts
 Kamat Group
 Sterling Days Inn

Some International Timeshare Properties
 Disney Vacation Club
 Sheraton Vistana Resorts
 Branson Timeshares
 Hilton Grand Vacation Club
 Florida Timeshares
 Four Seasons Vacation Ownership
 RCI Resorts
 Sunterra Corporation
 Aruba Timeshares
 Las Vegas Timeshares
 International Condominium Wholesaler
 Embassy Suites
 Starwood Vacation Ownership Resorts
 Wyndhan Timeshare Resort group (Fairfield, Equivest, Trend west)
 Hyatt Vacation Club
Conclusions and Suggestion

In conclusion, the timeshare industry is not going anywhere soon. With profound
efforts from ARDA and timeshare associations, timeshare industry will be able to
upkeep with latest market trends. However, the legacy properties will have to find
a channel to continue to appeal to consumers. These associations will have to
continue to show consumers how owning a timeshare will result in a better
vacation experience. They must be able to show each prospective buyer that once
they have purchased a week that their vacation experience will improve
drastically. This means showing them “the number of people you can
accommodate, the conveniences of home, as well as the plethora of travel
opportunities.”Another challenge the industry is going to face in the future is
marketing timeshares to new generations. How do you convince a generation that
has only heard negative comments about timeshares to purchase one? This is the
million dollar question. The industry will have to continue to follow market
trends. They will have to follow this generation and find out how they like to
travel. As long as the timeshare industry continues to follow market trends and

develop legislation to protect timeshare owners, the industry will continue to
thrive. ARDA will have to work hard convincing the remaining 49 states to
follow suit with Florida and the legislation they have passed. If they can actually
do this, consumers/ buyers/ guests will feel more comfortable knowing that they
are well protected by law and order.
How about purchasing a timeshare? This is the million dollar question. The
industry will have to continue to follow market trends. They will have to follow
this generation and find out how they like to travel. As long as the timeshare
industry continues to follow market trends and develop legislation to protect
timeshare owners, the industry will continue to thrive. ARDA will have to work
hard convincing the remaining 49 states to follow suit with Florida and the
legislation they have passed. If they can do this, consumers will feel more
comfortable knowing they are protected by law.
In times of COVID 19 Likewise, for safe hotels, the following measures are very
important:
 Screening facilities.
 Staff zones, for every ten feet there will be only two workers, timings have to
be meticulously coordinated. COVID-19 coordinator is compulsory, he is the
nodal person working with and reporting to local authorities.
 Hand wash facilities followed by 70 per cent alcohol based sanitisers.
 Respiratory hygiene uniform, three layers mask with two ties, three pleats
looking down, the external layer being a synthetic one.
Hospitality under the impact of CORONA may take little time to revive back, but
definitely it will revive soon and with more opportunities .Till then we have to
accept this new normal hospitality and look for opportunities in this times of
adversity.
References
1. According to Ernst & Young Study. (2008, July 8). Retrieved May 13, 2015,
from Timeshare Industry. (n.d.). Retrieved May 13, 2015, from Timeshare unit
sales, supply climb in 2007. (2008). Hotel & Motel Management, 223(14),

142.Watkins, E. (2012) Vacation Ownership Bounces Back. Lodging Hospitality,
68 (10), 8-12.Zanini, D. (2014, June 25). 2013 Was a Banner Year for Our
Industry.
2. Brief History of ARDA. (n.d.). Retrieved May 13, 2015, from Baye, M., &
Prince, J. (n.d.). Managerial economics and business strategy (Eighth ed.).
New York, NY: McGraw-Hill Irwin. Diamond Resorts Corporation. (n.d.).
3. http://tourism.gov.in: Website of the ministry of Tourism, Government of
India, for guidelines on star classification of Indian Hotels.
4. Jatshankar R. Tewari, Hotel Front Office Operations and Management, second
edition.
5. S.K. Bhatnagar, Front Office Management, Second Edition.
6. Watkins, E. (2012) VACATION OWNERSHIP BOUNCES BACK. Lodging
Hospitality, 68(10), 8-12.Zanini, D. (2014, June 25). 2013 Was a Banner Year
for Our Industry.

18
The Role of Robotic Technology in the
Hospitality Industry: A Conceptual Study
Varsha Singh1, Amit Tariyal2, Dr. Sumant Sharma3
1
Research Scholar, GNA University, Phagwara.
2
Assistant Professor, IMS Unison University, Dehradun.
3
Assistant Professor, GNA University, Phagwara.
Introduction
In December 2019, Corona virus disease (COVID-19) outbreak emerged in

Wuhan City Hubei province in central China and appears to have a negative
impact over 150 countries and has taken more than 50,000 lives worldwide. Over
two million cases of COVID-19 had been investigated globally at the mid-April
2020 (WHO, 2020). Corona virus disease in 2019 (COVID-19) has an influence
on the social and economic dimensions of daily life throughout the world within
only a few months. Hospitality industry has come to a standstill under the social
distance rules due to pandemic outbreak (Jamal & Budke, 2020). Although it is
quite soon to predict precisely that tourism industry would appear as it recovers
from the COVID-19 shutdown, it is quite possible that perhaps the different types
of technology used to control this outbreak will persist to take part in a crucial
task. These technological advances, if properly developed, can also assist in
achieving many of the objectives of a more efficient mode of hospitality industry.
Information from China or in another place demonstrates how automation, in
particular, developed in its implementation throughout the pandemic.
Colombo et al. (2016) accounted that downturn evidence can lead to technological
innovation and growth. As a result of developments in artificial intelligence (AI),
computer technology and several other innovations, automation has become
incredibly influential in the hospitality industry to deliver housekeeping, food,
concierge, and other service tasks (Ivanov et at., 2019; Yu, 2020; Cain Lisa et al.,
2019). Whereas some scholars thought previously that the development of digital
robots was not promising, mainly driven by the desire of the hospitality sector to
retain high-tech services (Bhimasta & Kuo, 2019; Osawa et al., 2017), the
The Role of Robotic Technology in the Hospitality Industry: A Conceptual Study 210
COVID-19 humanitarian calamity has emerged as novel applications and
opportunities for robots.
Marr (2020) concluded that robots are currently being used to handle COVID-19
that includes delivery robots, service and drones (Yang et al., 2020). Such
innovations spawn additional concerns like, "What tasks could robots perform in
hospitality industry?" and, "How might public perceptions be influenced when
seeing the roles of robots performed during the COVID-19 pandemic?" And
"What's the future of hospitality and tourism robots?"
Impact on hospitality industry
Hospitality and tourism industry in India is one of the largest industries accounted
in the world, and over 1k restaurants and 2k hotels recorded under the FHRAI
that ensures jobs for huge number of people. The revocation of reservations
process is underway that will negatively impact the hospitality industry and will
certainly trigger economic losses in 2020 and the subsequent detrimental
influence on jobs in the future has been seen as a cost-cutting mechanism due to
COVID-19 lockdown in India. In 2020, Sarovar estimates 12-15% drop in
revenue per available room. Similarly, 60% revpar decline in The Intercontinental
Hotel Group (Tourism Breaking News-2020) It’s very plausible, the hotel
industry will lose income during and after this crisis, as the HVS report states that
hotels can retain current prices during the downturn as well as room prices have
been decreased, it is hard to generate them later, but taking into account the
current situation, it cannot be calculated how long this crisis could last.
Digital Technology in Hospitality Industry

New technologies has become the greatest innovation in human existence, nearly
every industry has been infiltrated. By improving customer experience to
environmentally friendly utilization, hospitality can harness technology
implementation would have a positive influence on customer satisfaction.
Database marketing was a trend decades ago and now it is a standard tool in daily
operations of hotels. This is but evidence that perhaps the future of technology is
predictable.

The hospitality sector concentrate on customer service sector as well as its
members also supported their guests through increased personalized experience.
Until now, conventional promotional tactics often allowed several hospitality
organizations to reach the immune responses, however in order to concentrate on
the present day, current day customers and visitors are quite well knowledgeable
and do a great deal of research prior scheduling their visit at hotels where they
would be ultimately looking for a customized and top of the line experience.
Industry insiders agree that augmented reality recently invaded the hospitality
market as a reward for hotels, helping companies to give their guests various
ranges of facilities and services thereby preserving substantial funds. By Artificial
intelligence, hotel employees can collect a lot of information concerning their
clients and guests and then use that data to provide their guests with informative
interactions at certain encounters, such as travel, stay, as well as other goods &
services. They recognize consumer habits, travel products, their travel trends, and
forms of payment.
Service Robots
Service robot is described as an intelligent physical device with (Chen & Hu,
2013) automated physical embodiment technology with versatile devices that
interact, communicate and provide experience for visitors (Jorling et al., 2019;
Wirtz et al., 2018). In other words, it can be described as Systems that work as
smart, programmable tools, capable of sensing, thinking, and acting to help or
allow individual or expand/improve individual efficiency (Engelhardt & Edwards,
1992). They are used to provide a variety of services to guest, ranging from the
most basic such as welcoming guest, check-in and check-out, making reservations
and payments to the most sophisticated including dealing with a consumer,
making product/service recommendations to the guest (Ivanov et al., 2018;
Berezina et al., 2019; Lukanova and Ilieva, 2019; Choi et al., 2019).
Autonomy in service robots is an important characteristic that creates a

comparison with other forms of technology (Thrun, 2004). Automation is the
process of using technology for carrying out preset or reprogrammable task
structure in the service delivery. Autonomy enhances the ability of the service
robot to grip disparity in its atmosphere. Furthermore, the capabilities even
describe the extent and range of functions that a robot can execute, thereby
enhancing its capacity to operate inside a multi-faceted environment (Beer, Fisk,
& Rogers, 2012).
The service robots can be categorized as “Fully automated” and “Quasi-

automated” robots (Murphy, Gretzel, &Hofacker, 2017). The Quasi-automated
robot functions as per the self-decision taken because of high-level programming
or through remote operation done by humans. In comparison to Quasi-automation,
fully automated robots can react to environmental variations and connect with
others without any peripheral control (Li, 2015).
Service Robots and Human Interaction
Interaction between human and service robots has been assessed as a significant
research field for recognizing experience for users and acceptance (Thrun, 2004;
Kiesler & Hinds, 2004). The term “Interaction” is defined as a communication
between two or more objects; human and service robot in this case (Goodrich &
Schultz, 2007). The interaction can be in the form of social and physical
interaction. Communication refers as remote and close interactions between
humans and robots. The remote communication represents interaction between
user and service robot when both are at distinct location and/or time. Close
interaction includes settings where the human and robot are collocated. Goodrich
& Schultz (2007) associates the importance of hotel guest and service robot
interaction in context to close interaction
Service Robots and Hospitality Industry
Many researcher in their studies have posited that the adoption of robots in
hospitality industry can upsurge the effectiveness of work, the quality of service,
and minimizes the financial costs (Ivanov & Webster, 2019). Table 1 shows the
some of the main examples of robot adoption in hospitality industries.

Table 1.Main examples of robot adoption in hospitality industries
Current Use Potential Use
Hotels  “Front desk robots”  Housekeeping robots e.g.
 “Concierge robots” cleaning, doing laundry etc.
 “Delivery robots”
 “Vacuum cleaning robots”
 “Porter robots”
 “Room assistant robots”
Restaurant  “Robot chefs”  Dish washing robot
 “Robot servers”  Order companion
 “Robot bartenders”
 “Robot baristas”
Source: Ivanov et al. 2017
Service Robots in Hotels
The introduction of robots in the accommodation sector has affected diverse areas
of hotel operations (López, Pérez, Zalama, & Gómez- García-Bermejo, 2013;
Rodriguez-Lizundia, Marcos, Zalama, Gómez-García-Bermejo, & Gordaliza,
2015). It is not only renderingvaried services to its customers but also assist
employee in completing their operational tasks.
The hotel Henn Na is first claimed robot equipped hotel that was opened in
Nagasaki, Japan in 2015 (Rajesh, 2015; Alexis, 2017). The hotel provides varied
service including porter service, front desk services, in room assistants, vacuum
cleaners, and a robotic arm operating the luggage storage room. In 2014 Aloft
Hotels started with a delivery robot that could perform hotel navigation, using the
elevator, and deliver room service orders (Markoff, 2014). In 2016 Hilton hotels
launched a robotic concierge “Connie” that is powered by artificial intelligence
(Hilton, 2016). Connie can assist in communicating with in house guests, solving
their queries and services and providing sightseeing information.
Service Robots in Restaurant

The adoption of robotic technology in restaurant industry has automated food and
beverage operations. The restaurant orders are now taken by robots (Curtis, 2016).
For e.g. the famous pizza outlet “Pizza Hut” has recruited humanoid robot name
“Pepper” that used to take customer orders in an informal manner. The voice
recognition and artificial intelligence features in Pepper have enabled it to
communicate with customers effectively. It is also equipped with a special app
which allows the service robot to accept payment through credit card from the
guest. The incorporation to automatic table-side ordering such as, AppleBee’s,
Chili’s, Olive Garden, and Outback Steakhouse (Hill, 2015) has transformed the
level of service into advance level.
At the Hema restaurant in China, the robots prepares fried rice and delivers it to
the guest autonomously (Bhardwaj, 2018). Besides this the robots are also
preparing sushi (Sushirobo, 2016), noodles (Elkins, 2015), sausage (Filloon,
2016), burgers (Momentum Machines, 2016), mixed drinks (Sloan, 2014), and
coffee (Fowler, 2017).
Conclusion
COVID-19 will be the driving force behind tourism technology advancement

(Ivanov et al., 2020). The launch of COVID-19 has provided an impetus to
robotics in its current practical applications. Travel and tourism researchers can
grab the chance and introduce additional fields in which robotics can further
improve the consistency of travel and tourism experience. Imaginative inventions
like these, and eventually plenty more, could generate up an entire new high-
touch and high-quality tourism services. Throughout this manner, a new approach
will evolve, wherein robotics and artificial intelligence will promote better
tourism than we knew before the COVID-19 outbreak.
References
1. Alexis, P. (2017). R-Tourism: Introducing the potential impact of robotics and

service automation in tourism. Ovidius University Annals, Series Economic
Sciences, 17(1), 211-216.
2. Beer, J. M., Fisk, A. D., & Rogers, W. A. (2012). Toward a psychological
framework for levels of robot autonomy in human-robot interaction. Georgia
Institute of Technology: Georgia Institute of Technology.

3. Berezina, K., Ciftci, O., Cobanoglu, C.(2019). Robots, artificial intelligence,
and service automation in restaurants. In: Ivanov, S., Webster, C. (Eds.),
Robots, Artificial Intelligence, and Service Automation in Travel, Tourism
and Hospitality. Emerald Publishing Limited, Bingley, England, pp. 185-219.
4. Bhardwaj, P. (2018, July 02). Robots are replacing waiters and delivering
fresh seafood right to people’s tables at Alibaba’s high-tech restaurant in
Shanghai. https://www.businessinsider.com/alibaba-shanghai-restaurant-robo
the-robots-waiters-photos-2018-7.
5. Bhimasta, R. A., & Kuo, P. Y. (2019, September). What causes the adoption
failure of service robots? A case of Henn-na Hotel in Japan [Paper
presentation]. Adjunct Proceedings of the 2019 ACM International Joint
Conference on Pervasive and Ubiquitous Computing and Proceedings of the
2019 ACM International Symposium on Wearable Computers, London, UK.
https://doi.org/10.1145/3341162.3350843.
6. Cain Lisa, N., Thomas John, H., & Alonso, M. Jr, (2019). From sci-fi to sci-
fact: The state of robotics and AI in the hospitality industry. Journal of
Hospitality and Tourism Technology,10(4), 624-650. https://doi.org/10.1108/
JHTT-07-2018-0066.
7. Chen, Y., & Hu, H. (2013). Internet of intelligent things and robot as a
service. Simulation Modelling Practice and Theory, 34, 159-171.
8. Choi, Y., Choi, M., Oh, M., Kim, S. (2019). Service robots in hotels:
understanding the service quality perceptions of human-robot interaction. J.
Hosp. Mark. Manage. 1-23.
9. Colombo, M. G., Piva, E., Quas, A., & Rossi-Lamastra, C. (2016). How high-
tech entrepreneurial ventures cope with the global crisis: Changes in product
innovation and internationalization strategies. Industry and Innovation, 23(7),
647-671. https://doi.org/10.1080/13662716.2016.1196438.
10. Curtis, S. (2016). Pizza Hut hires ROBOT waiters to take orders and process
payments at its fastfood restaurants. Mirror. Retrieved on February 4, 2017
from http://www.mirror.co.uk/tech/pizza-huthires- robot-waiters-8045172.
11. Elkins, K. (2015). This restaurant has a new secret weapon: a robot that slices
the perfect noodle faster than any human. Retrieved on December 30, 2016
from http://www.businessinsider.com/noodle-slicing-robotcould-revolutionize
-the-restaurant-industry-2015-5.
12. Engelhardt, K., & Edwards, R. (1992). Human-robot integration for service
robotics. In M. Rahimi, & W. Karwowski (Eds.). Human-robot integration for
service robots (pp. 315-346). London: Taylor & Francis Ltd.
13. Filloon, W. (2016). Bratwurst-Cooking Robot Is a Feat of German
Engineering. Retrieved on December 30, 2016 from http://www.eater.
com/2016/7/19/12227128/bratwurstrobot-sausage-cooking-germany.
14. Fowler, G.A. (2017). Robot baristas serve up the future of coffee at Cafe X.
The Wall Street Journal. Retrieved on February 4, 2017 from https://www.
wsj.com/articles/robot-baristas-serve-upthe-future-of-coffee-at-cafe-x-14857
81201.
15. Goodrich, M. A., & Schultz, A. C. (2007). Human-robot interaction: A
survey. Foundations and trends in human-computer interaction, 1(3), 203-275.
16. Hill, S. (2015). Restaurant table tablets: A gimmick, or actually helpful? The
Christian Science Monitor. Retrieved on February 3, 2017 from http://www.
csmonitor.com/Business/SavingMoney/2015/0514/Restaurant-table-tablets-
Agimmick-or-actually-helpful.
17. Hilton. (2016). Hilton and IBM pilot “Connie,” the world’s first Watson-
enabled hotel concierge. Retrieved on February 3, 2017 from http://news.
hiltonworldwide.com/index.cfm/news/hilton-and-ibm-pilot-connie-the-worlds
-firstwatsonenabled- hotel-concierge.
18. Ivanov, S. H., Webster, C., & Berezina, K. (2017). Adoption of robots and
service automation by tourism and hospitality companies. Revista Turismo &
Desenvolvimento, 27(28), 1501-1517.https://ssrn.com/abstract=2964308.
19. Ivanov, S., & Webster, C. (2019). Conceptual Framework of the Use of
Robots, Artificial Intelligence and Service Automation in Travel, Tourism,
and Hospitality Companies. In I. Stanislav & W. Craig (Eds.), Robots,
Artificial Intelligence, and Service Automation in Travel, Tourism and
Hospitality (pp. 7-37). Emerald Publishing Limited. https://doi.org/10.1108/97
8-1-78756-687-320191001.
20. Ivanov, S., Gretzel, U., Berezina, K., Sigala, M., & Webster, C. (2019).
Progress on robotics in hospitality and tourism: A review of the literature.
Journal of Hospitality and Tourism Technology, 10(4), 489-521. https://doi.
org/10.1108/JHTT-08-2018-0087.

21. Ivanov, S., Webser, C., Seyyedi, P. (2018). Consumers’ attitudes towards the
introduction of robots in accommodation establishments. Tourism 66 (3), 302-
317.
22. Jamal, T., & Budke, C. (2020). Tourism in a world with pandemics: local-
global responsibility and action. Journal of Tourism Futures. https://doi.org/
10.1108/JTF-02-2020-0014.
23. Jorling, M., Bohm, R., Paluch, S. (2019). Service robots: drivers of perceived
responsibility for service outcomes. J. Serv. Res. 22 (4), 404-420.
24. Kiesler, S., & Hinds, P. (2004). Introduction to this special issue on human-
robot interaction. Human Computer Interaction, 19(1-2), 1-8.
25. Li, J. (2015). The benefit of being physically present: A survey of
experimental works comparing copresent robots, telepresent robots and virtual
agents. International Journal of Human-Computer Studies, 77, 23-37.
26. López, J., Pérez, D., Zalama, E., & Gómez-García-Bermejo, J. (2013).
Bellbot-a hotel assistant system using mobile robots. International Journal of
Advanced Robotic Systems, 10(1), 40.
27. Lukanova, G., Ilieva, G.(2019). Robots, artificial intelligence, and service
automation in hotels. In: Ivanov, S., Webster, C. (Eds.), Robots, Artificial
Intelligence, and Service Automation in Travel, Tourism and Hospitality.
Emerald Publishing Limited, Bingley, England, pp. 79-92.
28. Markoff, J. (2014). ‘Beep,’ says the bellhop. The New York Times. Retrieved
on February 3, 2017 from https://www.nytimes.com/2014/08/12/technology/
hotel-to-begin-testing-botlr-a-robotic-bellhop.html?
29. Marr, B. (2020, March 18). Robots and drones are now used to fight COVID-
19. https://www.forbes.com/sites/bernardmarr/2020/03/18/how-robots-and-
drones-are-helping-to-fight-coronavirus/#f29aee32a12e.
30. Momentum Machines. (2016). About Us. Retrieved on December 30, 2016
from http://momentummachines.com.
31. Murphy, J., Gretzel, U., & Hofacker, C. (2017). Service robots in hospitality
and tourism: Investigating anthropomorphism. (Paper presented at the 15th
APac CHRIE Conference, Bali, Indonesia).
32. Osawa, H., Ema, A., Hattori, H., Akiya, N., Kanzaki, N., Kubo, A., Ichise, R.
(2017). What is real risk and benefit on work with robots? From the analysis
of a robot hotel [Paper presentation]. Proceedings of the Companion of the
2017 ACM/IEEE International Conference on Human-Robot Interaction,
Vienna, Austria. (pp. 241-242). https://doi.org/10.1145/3029798.3038312
33. Rajesh, M. (2015). Inside Japan’s first robot-staffed hotel. The Guardian.
Retrieved on February 3, 2017 from https://www.theguardian.com/travel/
2015/aug/14/japan-henn-na-hotel-staffed-by-robots.
34. Rodriguez-Lizundia, E., Marcos, S., Zalama, E., Gómez- García-Bermejo, J.,
&Gordaliza, A. (2015). A bellboy robot: Study of the effects of robot
behaviour on user engagement and comfort. International Journal of Human-
Computer Studies, 82, 83-95.
35. Sloan, G. (2014). Robot bartenders? This new cruise ship has them. USA
Today. Retrieved on February 4, 2017 from http://www.usatoday.com/story/
cruiselog/2014/11/01/quantum-robot-bar-cruise/18308319.
36. Sushirobo. (2016). Sushi machines. Retrieved on December 30, 2016 from
http://www.sushirobo.com/ machines.
37. Thrun, S. (2004). Toward a framework for human-robot interaction. Human
Computer Interaction, 19(1-2), 9-24.
38. Tourism Breaking News. (2020). COVID-19 impact on industry. Retrieved
from https://tourismbreakingnews.com/tag/federation-of-associations-in-india
ntourism-and-hospitality/.
39. WHO. (2020). Coronavirus disease 2019 (COVID-19) Situation Report.
https://www.who.int/docs/default-source/coronaviruse/situation-reports/20200
412-sitrep-83-covid-19.pdf?sfvrsn=697ce98d_4 .
40. Wirtz, J., Patterson, P.G., Kunz, W.H., Gruber, T., Lu, V.N., Paluch, S.,
Martins, A. (2018). Brave new world: service robots in the frontline. J. Serv.
Manag. 29 (5), 907-931.
41. Yang, G. Z., J. Nelson, B., Murphy, R. R., Choset, H., Christensen, H., H.
Collins, S., Dario, P., Goldberg, K., Ikuta, K., Jacobstein, N., Kragic, D.,
Taylor, R. H., & McNutt, M. (2020). Combating COVID-19-The role of
robotics in managing public health and infectious diseases. Science Robotics,
5(40), eabb5589. https://doi.org/10.1126/scirobotics.abb5589.
42. Yu, C. E. (2020). Humanlike robots as employees in the hotel industry:
Thematic content analysis of online reviews. Journal of Hospitality Marketing
& Management, 29(1), 22-38. https://doi.org/10.1080/19368623.2019.1592733.

19
Impact of COVID-19 on Hospitality and Tourism Industry
Nalini Singh Chauhan1, Abhay Punia2,
Ruchi Sharma2, Mandeep Kaur1
1
P G Department of Zoology, Kanya Maha Vidyalya, Jalandhar (Punjab) India- 144004.
2
Department of Zoology, Guru Nanak Dev University, Amritsar (Punjab) India- 143005.
E-mail Id: nalini.lloyd@gmail.com
Abstract
The recent epidemic of deadly virus called COVID-19 has created a

substantial challenge to the whole world, be it regarding its cure or
prevention of its spread or surviving with it or to reactivate the
economy from its impact. To check the spread of this virus a
nationwide lockdown was imposed in a number of countries including
India. There were restrictions at global as well as interstate travel and
all the business sectors were negatively affected except the ones
related to daily and basic need and which lead to complete stop on
travel and tourism. The hardest hit industry due to COVID-19
outbreak was tourism and hospitality sector, the virus has affected
both the supply and demand of travel. The influence on the hospitality
sector is presumably stronger than that of 9/11, SARS, and the
financial crisis of 2008. The sudden downturn was never experienced
before and this gave a huge shock to the industry’s economy. The
council of world tour and travel had made it clear that there is going
to be a loss of 50 million jobs in the global tourism industry (World
Economic Forum). Moreover, on account of this, physical restraint is
aggravating the condition. The purpose of this chapter is to throw
light on the impact of COVID-19 on the tourism and hospitality
sector. It will also assess the losses in employment and to suggest the
appropriate course of action for the revival and sustainability of the
tourism sector.
Keywords: COVID -19, Hospitality sector, Pandemic, Coronovirus.
Impact of COVID-19 on Hospitality and Tourism Industry 220

Introduction
In the line of over 30 novel outbreaks that the humanity has encountered in past 3
decades this decade 2020 has also begun with a very disturbing and tragic
outbreak of the latest COVID-19 epidemic, a serious acute respiratory syndrome
coronavirus (Nkengasong, 2020; Usher, Durkin and Bhullar, 2020). Its first
outbreak appeared in Wuhan seafood market and its zoonotic dissemination from
the seafood market occurred to countries all over the world as it can spread from
one human to another (Bai, 2020; Liu, 2020; Gautam and Trivedi, 2020). The
alarming spread and a very high death rate have been witnessed by countries such
as the United States of America, Italy, Spain, France, South Korea, Italy, Iran and
several more during the past few months. Its influence is noticed in all the
continents except in Antarctica.
Akin to COVID-19, the outbreak and the rapid spread of SARS had led the
issuance of necessary directions for travelling by World Health Organisation
(WHO) (Chuo, 2007). The travel bans and recommendations have increased the
vulnerability of the tourism industry (Zhang, Cho & Wang, 2020; De Sausmarez,
2004). The ongoing travel restrictions and the lockdown during this pandemic has
created a significant burden on the tourism industry and this sector is now one of
the first industries to have a dramatic impact is likely going to be last one to
recover due to the travel restrictions and the global recession. The World Travel
and Tourism Council has also cautioned that this pandemic might slash millions
of travel and tourism jobs, as it is anticipated that international travel could
decline dramatically in 2020. The epidemic is therefore a major and challenging
threat for the tourism industry. The top priority of the tourism sector is to remain
devoted for encouraging steps required to combat the outbreak to check its spread.
The agencies like United Nations World Tourism Organization (UNWTO) and
World Health Organization (WHO), its Member States and industries are working
closely to ensure a coordinated and effective response.
Based on the current innovations in terms of quarantine regulations, travel

restrictions, border closures and the pattern of past crises, the UNWTO foresees a
heavy loss in tourism, especially at the global arena. Beyond the tourism

economy, the pandemic has triggered a global economic crisis, and this in turn
has consequences for tourism recovery.
According to the OECD projection, a sharp decrease in global GDP of 4.2 percent
is projected in 2020 before recovering to pre-pandemic stages. The loss in
business as well as jobs is going to increase with the increase in time of the crisis
and rebuilding the tourism industry would get tougher. Although progress on
vaccination has raised expectations, the path ahead appears to be better, but
obstacles remain, and rehabilitation will be inconsistent across countries and
industries. Growth has already recovered in many areas of the world, but it has
been slower for tourism, hurting recovery of this sector in many countries.
Continued political funding should also begin to develop a more competitive and
robust tourism industry, and governments need to work together, as the decisions
done by one government have consequences for other nation’s visitors and
industries, as well as on the international tourism sector. Countries need to build
cross-border collaborative programs to revive travel safety, regain trust in
travelers, spur growth and promote the recovery of tourism. In order to respond to
potential shocks, more powerful global organizing frameworks are also required.
The COVID-19 Crisis
In the last 40 years a number of major pandemics have been experienced in the
world but none of the previous pandemics had same effects on economy of the
world as the COVID-19 pandemic. The cause and exact spread of COVID-19 is
difficult to be determine accurately, but there is some indication that the disease
has occurred on the wholesale seafood market in Wuhan located in Eastern china,
a city with 11 million citizens, and that some of the vendors on the market may
have contracted the disease after touching the animals in the market. China alerted
the World Health Organization on 31 December 2019 to multiple cases of acute
pneumonia in Wuhan and most of those affected were employed in one of the
city's seafood markets. The disease spread steadily at the beginning of 2020, first
to other parts of China and then to several countries in the world. The worldwide
COVID-19 epidemic was announced a pandemic by the World Health
Organization on 11 March 2020.

COVID-19 is a communicable disease caused by SARS-CoV-2, a recently
identified coronavirus belonging to a wide family of viruses capable of affecting
birds and mammals, including humans. Recently this virus family is mainly
accountable for many infectious disease outbreaks globally which include Severe
Acute Respiratory Syndrome in 2002-2003 and the Middle East Respiratory
Syndrome first identified in the year 2012 in South Korea. However, COVID-19
is not as deadly as measles and may not be as capable of killing an affected
human as ebola, but the infected individuals start shedding the virus several days
prior to symptoms (Bai et al., 2020; Rothe et al., 2020). Asymptomatic persons
are also able to transfer COVID-19 before they realize of self-isolating or taking
certain precautionary steps such as social distancing, or using masks to discourage
the virus from transmitting by communicating, coughing, or sneezing. It is known
to primarily affect the respiratory system resulting into symptoms such as
coughing, breathlessness and fevers. Mild symptoms due to COVID-19 are
observed in majority and recover without requiring specialist treatment. Aged
individuals as well as people with existing medical condition like coronary
disease, hypertension, respiratory illness and those with compromised immunity
require specialist treatment as they are susceptible to contract severe illness and
are often at higher risk of mortality. Though the extent of the crisis response has
differed from nation to nation, it has been challenging to counter COVID-19 by
both medical authorities and governments all over the world. The crisis has
undoubtedly had a wide variety of repercussions on environment, economy and
culture and thus is having a significant influence on sustainable growth.
Impact of COVID-19 on environment and economy
With the rapid global explosion in the number of cases of COVID-19 the travel
restrictions extended from its probable centre Wuhan region to most of the other
nations resulting in lockdown restricting the movement through air, land and sea
of residential and non residential. The visa limits, arrival quarantines and health
certificate requirements imposed for travel purposes have also led to the losses in
the tourism industry. The negative impact of this pandemic on the international
tourism industry has also been reported by the United Nations Department of
Social and Economic Affairs (2020) as pandemic has created a sharp increase in

unemployment and thus affected the livelihood of segment of society that were
earlier dependent on tourism related activities for their income. In an evaluation
of the impact of the COVID-19 crisis on global tourism dated 24 March 2020, the
65% drop in international tourist arrivals in the first six months of 2020 has also
been reported by UNWTO (2020). In several countries where tourism is an
essential part of the economy, the COVID-19 crisis has obviously had damaging
social and economic effects for sustainable growth. Governments have placed
steps in place in some European countries to try to discourage permanent
dismissal, along with reduction in jobs, but a number of tourism companies
servicing tourism related businesses are carried by workers and their families that
are independently self-employed and are many a times ineligible for the support
provided through government packages. More broadly, in many remote, less
developed nations around the world where tourism industry responsible for more
than fifty percent of the GDP the extent of the overt, and more substantially
secondary, employment losses incurred by the COVID-19 crisis in tourism seems
to be much stronger. Economic life is much more decentralized in some of these
nations, and large number of people affected by the pandemic has no further
resources to support their own survival and their households, and have been
plunged into the pit of poverty, along with their families. Such challenges have
almost definitely dramatically held back the course of sustainable social and
economic growth in different areas of the globe.
As a dynamic structure, the tourism industry covers fields such as transport,

building and construction, food and waste management, among others. In general,
the pandemic in the tourism sector, particularly popular tourist attractions, has
caused significant economic losses. The connection between tourism and
sustainable growth can be seen in a variety of ways, as spotlighted by this crisis.
A variety of changes in the environment were initially reported, including marked
decreases in levels of pollutants and emission of greenhouse gases, closing of
power generation plants and factories, the drastic decrease in air traffic rates and
the shutdown of many power plants and factories and the limitation on the
travelling of people through public and private transport. The planet has seen a
substantial decrease in CO2 emissions since the COVID-19 pandemic, most
especially within the travel sector, particularly tourism-related transport. Global

daily CO2 emissions across all sectors have decreased by an average of 17%
relative to 2019 levels by early April 2020. However, if the economy improves,
those changes will certainly not be sustained. The international community must
ensure that the tourism industry not only recovers from the crises triggered by the
pandemic but must also integrates lessons learnt and becomes more resilient in the
future as the situation develops.
Countermeasures for future of sustainable tourism
The COVID-19 pandemic crisis seemed to be frightening in its effects on travel

and tourism, as well as on sectors associated with hospitality, arts and events. The
World Tourism Organization of the United Nations has estimated that
international tourism will decline by up to 80% in 2020 and will also affect 120
million direct tourism jobs (UNWTO, 2020). The survey by Deloitte China,
reported that about 48% of business in hospitality industry will require financial
assistant in the next 6 months. It's too hard to predict what the long-term
consequences of the crisis will be for tourist revenue, but it is unlikely to come
back to business as usual and this industry will be different in 2021, as it was in
2019. The more the recession lasts, the greater the lack of businesses and jobs, the
greater the effect on the actions of travelers, and the harder the tourist industry
will be to recover. This brings challenges as well as opportunities for this sector to
promote creativity, pushing innovative business models, exploring new
disciplines, opening new opportunities and transitioning to more viable and
resilient models of sustainable tourism. The recession, and the continuing
instability, have struck the confidence of travelers hard and have resulted in a
decrease in demand and use of tourism which would last longer after the
preliminary impact. In order to resolve the traveler's actions, a stronger emphasis
on safety precautions and contactless tourism experiences could thus help to
restore their confidence. In choosing destinations and visitor events, safety and
sanitation have become main considerations. When traveling, visitors are more
likely to choose 'private options' to prevent gathering, and to choose private
means of transport, which can have a detrimental environmental effect. It is
anticipated that digitalisation in this industry will keep increasing, including

greater usage of computerization, online payments and services, immersive
interactions and the availability of reliable information.
As government assistance has safeguarded employees from the overall

consequences of the pandemic, the scale of job losses is still not obvious. Thus, to
escape bankruptcy, hospitality businesses will have to work with prospective
funders to retain new limits on advantageous terms in order to discourage failure.
The World Travel and Tourism Council (WTTC) forecasts, however, that more
than 174 million jobs worldwide are at threat in 2020. Thus this crisis is therefore
an opportunity for strong and coordinated policy action by governments at all
levels to limit the impacts and to support sustainable restoration. In order to
permit effective usage of government-sponsored deleveraging programs,
industries can re-examine financial markets wherever necessary. It was noticed by
McKinsey and Company (2020) that after multiple episodes of COVID-19 the
customers are regaining trust, and are greatly interested in goods that are viable
and ecofriendly. Due to increased awareness of environmental issues and the
detrimental effects of tourism, sustainability is now more predominant in tourism
policy choices. It seems to be an opportunity to exploit emerging technology, to
introduce green recovery plans and to adapt to policies and business strategies that
best manage tourism's cultural, social and environmental impacts. The ability to
reinvent the tourism economy on a better, fairer and more competitive basis
should be consolidated by policy makers. The disaster and the stabilization
strategy in motion, are a once-in-a-lifetime chance to shift towards more
sustainable and inclusive tourism growth policies. Consequently, in the following
years this sector could be turned into sustainable, ecofriendly industry. Just a few
of the technological strategies needed by the industry are innovations based on the
sustainable use of water, energy and food supplies, and others applying the reuse
and recycling concepts of plastic packaging and waste. In addition, throughout
COVID-19, the budget of staff expense will also be cutting and hotels will also
use more technology for potential operation, such as self-service devices and
intelligent household appliances.

References
1. Bai, Y., Yao, L., Wei, T., Tian, F., Jin, D. Y., Chen, L., & Wang, M. (2020).
Presumed asymptomatic carrier transmission of COVID -19. Jama, 323(14),
1406-1407.
2. Rothe, C., Schunk, M., Sothmann, P., Bretzel, G., Froeschl, G., Wallrauch, C.,
Zimmer, T., Thiel, V., Janke, C., Guggemos, W., Seilmaier, M., Drosten, C.,
Vollmar, P., Zwirglmaier, K., Zange, S., W€olfel, R., & Hoelscher, M. (2020).
Transmission of 2019-nCoV Infection from an Asymptomatic Contact in
Germany. New England Journal of Medicine, 382(10), 970-971.
3. Zhang, H., Cho, T., & Wang, H. (2020). The impact of a terminal high
altitude area defense incident on tourism risk perception and attitude change
of Chinese tourists traveling to South Korea. Sustainability 12 (1), 1-13.
4. De Sausmarez, N. (2007) Crisis management, tourism and sustainability: the
role of indicators. Journal of Sustainable Tourism 15(6), 701-714.
5. Liu, J., Huang, J., Li, Z., Qu, X., Zheng, X., Tu, C., Shi, H., Chen, M., Tan,
C., & Shan, H. (2020). A High-Efficiency Hospital Emergency-response
Mode is Key to Successful Treatment of COVID-19 Patients in Zhuhai.
6. Nkengasong, J. (2020). China’s response to a novel coronavirus stands in
stark contrast to the 2002 SARS outbreak response. Nat. Med. 26, 310-311.
7. McKinsey and Company (2020). Global surveys of consumer sentiment
during the coronavirus crisis.
8. Delotte China (2020). Impact of COVID-19 on finance and operations in the
Chinese catering industry.
9. Chuo, H.Y. (2007). Theme park visitors’ responses to the SARS outbreak in
Taiwan. Advances in Hospitality and Leisure, 3, 87-104.

20
The Impact of COVID-19 Pandemic on tourism:
A Case Study on Tourist Behavior and
Preferences in Delhi/ NCR Hotels
Ms. Monalisha Dash1, Chef Vikas Sharma2, Rohit Jaswal2
1
Research Scholar, Galgotias University, Greater Noida.
2
Assistant Professor, Galgotias University, Greater Noida.
E-mail Id: monalisha.dash@galgotiasuniversity.edu.in,
vikassharma@galgotiasuniversity.edu.in
Abstract
Catastrophes, name by the novel (COVID-19), have contaminated

individuals and organizations around the world, causing a worldwide
monetary emergency. The travel industry isn't in effect abandoned in
this regard. The Indian Government and different State Governments
upheld standard lockdown and closure of public places and markets to
forestall the spread of COVID illness, which had unfavorably
influenced the Indian friendliness industry and saw a sharp decay as
movement limitations heightened. The pandemic has affected
unfamiliar trade profit (FEE), however has likewise influenced
various local turns of events and business possibilities, upsetting
provincial governments in general with an antagonistic impact on the
income levels of individuals and consequently this has added to an
increment in public joblessness and has additionally impacted traveler
inclinations and their conduct. To gather the data from cordiality
experts and accommodation clients, a poll was made and sent to them
through an online stage name by Google Forms. The discoveries
indicated that the pandemic has affected traveler conduct towards the
movement alongside their inclinations in cordiality area in India. The
outcomes likewise show that most vacationer are upbeat during the
pandemic with lodging offices, for example, portable registration and
registration, credit only exchanges, electronic signature, keyless

A Case Study on Tourist Behavior and Preferences in Delhi NCR Hotels 228
section into the structure, new standard room cleaning working
strategies (SOPs), and so forth
Keywords: COVID-19, COVID-19 Impact, Hospitality, Hospitality

Professional, Pandemic, Employment and Tourist Behavior.
Introduction
The new (COVID-19) caused overall worry toward the beginning of January
2020.In December 2019, the spread of COVID infection was first seen in Wuhan
City, China (WHO | Novel Coronavirus-China, 2020; Huang et al., 2020) and on
11 March 2020, the pandemic was pronounced The size of the pandemic can be
estimated based on past flare-up insights, for example, SARS, Spanish influenza,
and so forth Coronavirus is exceptionally influenced by the travel industry and
accommodation firms. The deficiency of occupations in the movement and the
travel industry area is assessed to be 100.08 million worldwide because of the
COVID-19 pandemic .Not just financially, yet additionally strategically and
socially, the pandemic has influenced (Cohen, 2012). As the quantity of
contaminated cases increments the nation over, and with the presentation of
specific measures and missions, for example, social removing, local area
lockdowns, home work, stay at home, self-or obligatory isolate, swarming checks,
and so on, pressure is created to stop the travel industry/business. This progress in
the current construction has prompted the start of the downturn, looking for a
groundbreaking change in the public arena. The most serious field, as per Liu et
al. (2019), is the travel industry that benefits numerous different areas, for
example, convenience, catering, transport, retail, diversion, and so on, adding to
worldwide monetary development and recuperation. The Indian the travel
industry is estimate to lose 1.25 trillion rupees in income in 2020. (Business
Standard News, 2020). It has unfavorably influenced the inn business because of
the drop in the quantity of unfamiliar and homegrown guests. During the public
lockdown time frame, 53 percent of lodging administrators have shut 80% of their
room stock and 60% of inns have changed 10% of their rooms over to isolates
offices. India is one of the arising countries perceived for its legacy, local area and
unrivaled cordiality for its uniqueness and so the Delhi NCR lodgings which is
recognized for its is exceptional friendliness that not just deal with its visitor by

making "WAO" factors yet additionally consistently stive to meet its visitor
inclinations. Anyway on account of pandemic COVID 19, the lodgings across
Delhi NCR have been confronted gigantic difficulties in gathering their visitor
need and necessities. Delhi NCR lodgings has been hard hit, battling with
significantly low interest, with not many likely reservations. Fundamentally, all
transient interest has totally vanished-the rest of to a great extent because of either
a couple of long-stay guests or the public authority's endorsed inns for unfamiliar
explorers getting back to India. In the third seven day stretch of April 2020, the
inhabitance rate in the Indian inn industry tumbled to 75 percent. Before the finish
of June, COVID 19 is projected to affect 30% of inn and accommodation deals
(The Hindu Business Line, 2020). In Delhi, the pandemic has nearly cleared out
the travel industry. When a clamoring, prosperous city whose whole economy
relies upon worldwide and homegrown the travel industry, is being annihilated by
the current COVID emergency in the travel industry area of the capital. COVID
19 has changed the preferences of customers towards travel and tourism. In this
case, more behavioral improvements in the tourist are here to stay for another one
to two more years, leading to a decline in hotel visits. Tourist is afraid and
refrains from travelling and staying at the hotel because the risk of infection is
contagious (The Hindu Business Line, 2020). Tourist are opting for Branded
hotels in terms of their sanitization of rooms and different contact points for their
hygiene requirements (The Economic times, 2020). As the impact of the
pandemic has increased, tourist are witnessing more behavioral changes such as
cautious purchases of health, limited living, increased online shopping as there is
no chance of contamination, decreased consumer and store visits, which are the
first indicators of tourist behavioral changes to stay safe. Consumers not only are
more worried about their families' health but worried about their own health too
today. They are more concerned about their basic needs with the deduction in
wages and work insecurity, and living luxury life and travel is no longer their
priority, which has particularly affected the hospitality industry (Alagh, 2020).
One of the important preferences among tourist is the circulation of fresh air in
guest rooms and purity in indoor air quality. To offer faith to the visitors, all
employees should continue to wear surgical gloves and masks and that is one of
the basic criteria yet mandatory requirement should meet by hotels for its
customer.

Hotel Protocols during Pandemic
Visitors are hyper-focused on understanding all aspects of an excursion and

experience, particularly as it relates to food treatment or sterile procedures, with
increasing feelings of trepidation and vulnerability. Eateries had the option of
rotating from table services to off-locations with web-based pickup and
conveyance requests.
Review of Literature
Many forms of destructive events are affecting global tourism, such as terrorist
attacks such as 9/11, virus outbreaks such as SARS-CoV-2, MERS-CoV, Ebola,
swine flu, etc (Wen et al., 2020). However, almost every industry, including
tourism worldwide, has been seriously impacted by the latest disease outbreak
(COVID-19) originating in Wuhan, China (Yeh, 2020). The virus travels by air
travel to all continents and yet propagates infection exponentially (Nicolaides et
al., 2020). To control the spread, several countries completely/partially close their
boarder and cancelled all flights, and events like sports, entertainment,
pilgrimages, conferences etc. As a result of the COVID-19 pandemic, social
distancing, lockdowns, self-isolation and travel restrictions have contributed to a
decline in the workforce in all economic sectors (Nicola, 2020). In April 2020,
about 122 million individuals lost their jobs in India, which dropped to 11 million

in July 2020. (CMIE, 2020). A survey of 15 hotel operators in India found that it
would take most hotels more than 2 years for their company to return to last year's
level of revenue per available room (RevPAR). The survey also showed that
business travel is projected to decline in the post-pandemic era as businesses
would curtail travel spending (Financial express, 2020).
Globally, Hyatt hotels have lain off 1300 workers and began deduction of wages
for board members, layers of management and all personnel (NDTV, 2020).
Marriott International hotels have begun to subtract 20 percent of their corporate
workers' wages, 50 percent of hotel general managers and 30 percent of
department head salaries, and Lemon Tree hotels have begun to slash 50-65
percent of their wages from the same line. In 2020, the travel industry, which
includes airlines, hotels and restaurants, will decline by 50 percent, resulting in a
drastic loss of jobs and profits. Airlines worldwide are forecast to lose a whopping
$84 billion in 2020, according to the International Air Transport Association
(IATA), more than three times the losses caused during the Global Financial
Crisis (The World Economic Forum, 2020). The airlines are still underground.
Owing to fewer visitors and many five-star hotels turning into quarantine
facilities, hotels are being closed down. Due to social distancing, hygiene, and
sanitation-related costs, most restaurateurs see operating costs increasing more.
Therefore, maintaining the tourism industry is a daunting challenge during this
crisis. Since the pandemic has influenced customer behaviour towards the hotel
industry, hotels are therefore taking all the required precautions to protect their
guests as provided by the World Health Organization and the Ministry of
Tourism. In their report, Honey-Roses et al. (2020) claimed that organisations
need to reconfigure their public-area seating arrangements to protect and protect
their clients' health). Taj Hotels has chosen to get rid of its rich buffet spread and
lessen the limit in restaurants by 50 percent and in addition other precautionary
measures taken are fogging and cleaning various touch points every 45 minutes
and providing PPE units for visitors and staff (Business Line, 2020). Famous
hotel brands like Marriott and Hilton are shifting towards ultraviolet light
technology and electrostatic sprayers for sanitisation (CNBC, 2020).

1. To analysis the factors impacting tourist behavior towards hotel industry in
Delhi NCR hotels during COVID-19.
2. To identify tourist preferences in Delhi NCR hotels during COVID-19
pandemic.
Research methodology
The data for the research paper was gathered from the hospitality industry's
hoteliers and tourist who had visited hotels in Delhi NCR. Data was collected
through primary and secondary mode. A survey was carried out using a self-
structured questionnaire and distributed using Google forms to respondents (Hotel
Employees and tourist) through an online. The questionnaire was framed with
closed-ended questions and was completed in the middle of September 2020 by
the participants. The questionnaire was grouped into demographic profile of
respondents, Questions carrying with the factors that affecting tourist behavior
towards hotel services in the mid pandemic span and tourist preference and level
of satisfaction on hotel facilities.
As per the survey demographic questionnaires were shared with hotel managers
and tourist in hotels in Delhi NCR. List of the hotels where survey was conducted
CrownePlzaOkhla, Jaaypee Green Resort &Spa, Greater Noida, Holiday Inn,
MayurVihar, The Eors Nehru Place, Hilton Garden Inn, Delhi, Radisson Blu
Greater Noida, Radisson BluKushambi etc.
Surveys showed that majority of respondent were people at the age between 40-
70 and male. Primarily hotel managers, employee and tourist in-house were
surveyed for which 200 respondent were interacted through on line plat form.
Married respondent were large in figure approximately 65%.
The most critical aspect on which every hotel focuses is customer satisfaction, as
higher customer satisfaction contributes to repetitive business and increased
revenues. In this age of COVID-19 in particular, evolving processes have once
again gained significance and interest from service providers in developing
improved service levels, adjusting to the modern normal, rewarding consumers

with the usage of different services. The questionnaire used in the research
measured the level of satisfaction of respondents in using the different services in
the era of pandemic COVID-19.
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Series 1 :
Highly
Satisfied
Series 2 :
Not
Satisfied
Series 3:
Cant Say
Graph 1.Parameters indicating satisfaction levels of consumers
This particular study shows those 80% respondents are happy and satisfied with
the mobile Check in however 10% are not satisfied with the service. In respect to
contact less payment 65% are very much satisfied with the digitalized service
while 20% are not satisfied with modern concept and remaining 10% are stayed
neutral.80% respondent are happy to experience all through sanitized area while
15% are somehow not happy and 5 % are clueless and not feel like share their
experience. In luggage handling activity 65% are satisfied with the hotel new
standard luggage handling policy during pandemic while rest are not satisfied
with service and remaining 5% are stay neutral. While considering parameters on
Limited access to public area 80% of respondent shows their satisfaction level
high where in 15% are not satisfied to the hotel restrictions. In parameters under

buffet service, in room dinning and vegetarian food majority of respondents are
satisfied as compared to not happy and can’t say.
Touch less tech during COVID19 in hotels
Analyzing tourist preference are more developed in hygiene and contact less
service during pandemic situations the hotels in Delhi NCR hotels are in to some
innovative practices. Until delivery to the customer, any vehicle using valet
service should be thoroughly sanitized. Spa facilities should be stopped. In their
regular activities, respondents recommended the use of high-quality sanitizing and
disinfecting hotel products. All point of contact has been well equipped with
sanitizing machine for the guest.
Conclusion
With the impact of COVID 19 the tourism sector and tourist has been
tremendously affected. It is also believe that the same situation may continue for a
longer time. The arrival of foreign tourists to India from different parts of the
world has reduced by 68 percent in April 20. COVID 19 pandemic has a great
impact on revenue generated from tourist and eventually the hotel has witnessed
tourist behavior towards service and hygiene. This pandemic has not only affected
tourist behavior and preferences but also affected tourist economical status.
Venturing new places, visiting public places like shopping malls, temples, hill
stations have also been strike off from the tourist list. Therefore in the fear of
infection spread tourist are considering big hotels for their highly hygienic and
sanitization practices and therefore eventually tourist preferences have also been

altered from holidaying concern to health concern. Hence in order to meet its
tourist expectation and restore hotels revenue most of the hotels have adopted new
technology and trends. Those new trends not only are guest satisfying but also
encouraging tourist to renew their life in innovative way. Few hospitality
practices, such as mobile check-in and check-out systems, contactless cashless
transactions, digital signature, keyless room access, in-room dining and digital
food ordering. Although tourist are disappointed with the facilities on the menu,
such as valet service, baggage handling, buffet service and preferred vegetarian
food, over non-vegetarian food. Even hotel have changed their way of cleaning
and have developed a new SOP for cleaning of rooms and public area in
pandemic time. Best qualities equipments, high quality supervision, employee
training, high supervision and motivation are very few important newest trends
among more.
References
1. MLA Nguyen, Thi Hong Hai, and J. Andres Coca-Stefaniak. "Coronavirus

impacts on post-pandemic planned travel behaviours." Annals of Tourism
Research (2020).
2. APA Nguyen, T. H. H., & Coca-Stefaniak, J. A. (2020). Coronavirus impacts
on post-pandemic planned travel behaviours. Annals of Tourism Research.
3. Chicago Nguyen, Thi Hong Hai, and J. Andres Coca-Stefaniak. "Coronavirus
impacts on post-pandemic planned travel behaviours." Annals of Tourism
Research (2020).
4. Alagh, V. (2020). How Pandemic Is Reshaping Consumer Behaviour Post-
COVID-19? Retrieved August 5, 2020 from https://inc42.com/resources/how-
pandemic-is reshaping-consumer-behaviour-post-COVID-19/
5. Baker, S. R., Farrokhnia, R. A., Meyer, S., Pagel, M., &Yannelis, C. (2020).
How does household spending respond to an epidemic? consumption during
the 2020 COVID-19 pandemic (No. w26949). National Bureau of Economic
Research.
6. BBC News. (2020). Retrieved July 9, 2020, from https://www.bbc.com/news
/business.
7. Business Line. (2020). COVID-19 impact: Taj Hotels to do away with buffets,

reduce restaurants capacity by 50%. Retrieved August 17, 2020 from https://
www.thehindubusinessline.com/companies/COVID-19-impact-taj-hotels-to-
doawaywith-buffets-reduce-restaurants-capacity-by-50/article319 17359.ece.
8. Business Standard News. (2020). COVID-19 impact: Tourism industry to
incur Rs 1.25 turn revenue loss in 2020 | Business Standard News. (n.d.).
Retrieved July 9, 2020, from https://www.business-standard.com/article/eco
nomy-policy/COVID-19-impact-tourism-industry-to-incur-rs-1-25-trn-reven
ue-loss-in-2020-120042801287_1.html.
9. Business Today. (2020) India's per capita income to drop 5.4% in FY21;
inequality to narrow down: SBI report. Retrieved August 18, 2020 from
https://www.businesstoday.in/current/economy-politics/coronavirus-impact-
indiaper-capita-income-to-drop-54-fy21-gap-between-rich-and-poor-states-to-
narrow/story.
10. Centre for Monitoring Indian Econom (CMIE). (2020). Retrieved July 9,
2020, from https://www.cmie.com/kommon/bin/sr.php?kall=warticle&dt=20
20-04-2110:40:01&ms.
11. CMIE. (2020). Unemployment rate in India: An unhealthy recovery.
Retrieved August 18, 2020 from https://unemploymentinindia.cmie.com/
kommon/bin/sr.php?kall=wtabnav.
12. Global Economic Outlook. (2020). During the COVID-19 Pandemic: A
Changed World. Retrieved July9, 2020, from https://www.worldbank.org/
en/news/feature/2020/06/08/the-global-economic-outlook-during-the-COVID-
19-pandemic-a-changed-world.

21
Challenges Faced by Hospitality
Industry amid COVID-19 Pandemic
Abhimanyu Awasthi1, Akshay Nain2
1
Assistant Professor, Amity School of Hospitality, Amity University Haryana.
2
Teaching Associate, Amity School of Hospitality, Amity University Haryana.
E-mail Id: aawasthi1@ggn.amity.edu, anain@ggn.amity.edu
Abstract
The COVID-19 pandemic has brought unavoidable & unfavorable

situations before the hospitality industry. This study will highlight &
assess all the possible challenges faced by the hospitality industry
amid the COVID-19 pandemic. There is a change in the perception,
expectation, and behavior of consumers as this pandemic has
impacted customer buying behaviors & expectations concerning their
safety & sanitization which lead to a new set of spelling patterns.
While the economy worsening and low expenditure power are aiming
to be the key short challenges, one of the most important long-run
challenges is to fastidiously watch and innovatively act on the
dynamic forces of crafting new shopper behaviors, consumption
patterns, perceptions, expectations, and trends. Hopefully, like every
different market crisis, this too shall pass. However, international and
regional travel restrictions have already exhibited a survival threat to
the trade with challenges that require utmost attention. The hospitality
industry has the responsibility to contribute to shaping up a
replacement world of cordial reception by redefining safety,
sustainability, and productivity. The hotel revenue managers are going
to struggle to manage price wars, occupancy drops, and pressures to
reduce rates. Hoteliers need to act wisely as promoting dramatic price
cuts will impact businesses and quality experiences in the long run.
Low occupancy rates are going to be challenging for hotel owners in
Challenges Faced by Hospitality Industry amid COVID-19 Pandemic 238

the initial recovery phase. The focus needs to be diverted from a
panicked to a positive approach.
Keywords: Challenges, Perception, Expectation, Behavior, Safety,

Sanitization, Selling Pattern.
COVID-19 & challenges concerning hospitality industry
Due to the COVID-19 pandemic, the world’s economy fell drastically overnight
(UNWTO, 2020). The pandemic has confronted the hospitality business with
several new challenges. The various ways to flatten the COVID-19 curve like
community lockdowns, social distancing, stay-at-home orders, travel restrictions
have resulted in a temporary closure of many hospitality businesses and
considerably diminished the demand for businesses that were allowed to still
operate (Bartik et al., 2020). The majority of restaurants were asked to limit their
operations to solely take-outs. Restrictions placed on travel and stay-at-home
orders issued by the government authorities caused a sharp decline in hotel
occupancies and revenues. However, the reinstatement process has slowly begun
and government authorities have begun to ease restrictions, for instance, a permit
has been given to dine-in restaurants to open up at a reduced capacity with strict
social distancing protocols and restrictions on domestic and international travel
are lifted simultaneously.
(Kaushal, V. 2020) mentioned that two paramount concerns need urgent attention
from the researchers and hospitality operators; one is to deal with prevailing
COVID-19 impacts and the second is to design a framework to deal with such
threat in the future. The restrictions on travel are imposed keeping in mind the
prevailing COVID-19 situation. This certainly affects the hospitality industry and
its business. (Jiang, Y. 2020) suggested that the hospitality industry may have to
introduce artificial intelligence machines such as robots etc. to provide services to
the hotel guests amid the COVID-19 pandemic. (Nan, J. 2020) discussed that the
hospitality industry will face a huge financial crisis & therefore, will require
financial assistance from the government for the next 6 months. It is suggested to
use devices based on the internet along with sensors to track and monitor people’s
movement. The same can also be used with help of GPS monitoring and tracking

of the people who have been infected with the coronavirus, for their previous
history of travel (Kumar, S., 2020).
Indian economy is devastated by the impact of COVID-19 which also has

threatened Indians for the spread of infection, in some cases even death. Loss of
human life, economy, and jobs were some of the primary negatives generated by
this pandemic. The only positive seen out of this pandemic is- better state of the
environment (Ghosh, A., 2020). This also directed the social and economical
composition to halt as the required stimulus for these are not available due to
pandemic caused by COVID-19. So it demands prioritized safety parameters for
the guests and the staff concerning the hospitality industry stakeholders. It is
essential to start sturdy advertising and arrange campaigns for promoting the
hospitality industry for local as well as international guests to reconstruct the
encouraging image in the guests’ minds. Providing suppleness, in hotels offers
and membership programs to the guest, along with other hospitality services to
the guest, is suggested to recover the losses that occurred in the hospitality
industry. This will certainly be useful for the enlarged development of the
hospitality industry (Ranasinghe, R., 2020).
(Teng, Y. M., 2020) reported in the study about the severe consequences of a
pandemic caused by COVID-19 on the mental health of quarantined hotel
employees. It was found in the study that employees have varied levels of
symptoms of depression, anxiety, and stress. The relevant research figures are
expressed in percentages respectively-43.5%; 68.2% & 8.2%. It was emphasized
in the study to provide for various assessments and counseling programs for
hospitality employees. The same may be helpful and useful for the development
of mental health, increased awareness of hygiene-related information, focused
approach towards constructive thinking leading to positivity which enhances and
develop hospitality staff psychology.
(Thams, A., 2020) discussed that the hospitality and tourism industry has turned
out to be a substantial plus pertinent fraction of the worldwide financial system. A
precise evaluation of the financial outputs resulting from the existing crisis of
COVID-19 concerning the tourism and hospitality industry is not possible
currently. On the other hand, the hospitality and tourism industry will likely be

harshly devastated for at least another few months. An unremitting dip of income
of 30% in the entire industry and additional appear to be sensible known the
existing shutdown of hospitality operations over a long period. The fiscal confront
for the whole segment will incessantly amplify. (Gursoy, D., 2020) advocated that
improvements in processes of COVID-19 cases’ testing, enhanced tracing system
of COVID-19 cases, and effective and strengthened isolation facilities is an
essential requirement for boosting the confidence of the guests and retail
customers at hospitality outlets such as hotels, restaurants, pubs, and bars, etc. As
reported in the study that eighteen percent of guests prefer to tour a destination
that has low cases of COVID-19. Along with these guests, additionally, fourteen
percent of guests also felt that provision of the vaccine of COVID-19 will bring
their confidence back to visit food & beverage service outlets, same is the case
with seventeen percentages of guests concerning their movement about tour &
travel and hotel stay.
The prevailing pandemic expressed hidden associations linking viability or

tenability and the hotel industry after the inception of the COVID-19 crisis. The
study also reveals the thespian consequence the disaster has had on viability or
tenability in the hotel industry. Even though the disaster has presented a revelation
of a supplementary tenable prospect this revelation may pretense a key test for the
trade and numerous of its conventional clientele (Jones, P., 2020). In addition to
the hidden association between tenability and hotel industry, with monetary
outcome affected by COVID-19 and ambiguity being principal matter among
contributors over 1/3 specified taking unusual actions to generate desperately
required income torrent and organize for an innovative post-COVID-19 ready
system correspondingly. Besides, sixty percent acknowledged building alteration
to the everyday organization of the commerce to act in response to early shock or
to wait in expectation of a varying trade and authorized milieu (Alonso, A. D.,
2020).
(Nan, J., 2020) reported that the COVID-19 pandemic in the year 2020 has shut
down the hospitality industry and associated food & beverage outlets worldwide.
All big business is trailing budgeted earnings exacting growth for them in the
hotel and tour & travel industry. Due to insufficient travelers, numerous national

and international aviation companies are strained to defer their scheduled flights
as the populace is frightened of the spread of this hazardous disease. With the
weightiness of the COVID-19 deadly disease, there is an urgent requirement, after
the pandemic is resolute not to relapse to trade as usual but to reorganize a reform
of the worldwide hotel and tourism organization. Collective with the information
and study by several advisor corporations it is obvious to see that this deadly
disease is dangerously confronting for the entire trade and business. The industry
is stressed in the existing souk and looking for makeover and enlargement as well.
(Hu, X., 2020) discussed that the wellbeing disaster caused by the COVID-19
pandemic has threatened numerous further fitness and safety policies and
measures to the lodging trade. The cavernous conformity is determined by
organization security regulations and association disaster revert approach
concerning security of job and safety of employees and guests.
COVID-19 & perception of stakeholders
(Foroudi, P., 2020) discussed the impact of a pandemic on the belief of

stakeholders of the hospitality industry. The impact on belief has a definite role in
the decisions taken by these stakeholders towards their future visit for choosing an
outlet or hotel for the provision of food & beverage and its service to them. It is
also suggested that the hospitality and tourism segment develop a paced
changeover and espousal stratagem keeping in mind the changed expectation and
perceptions of guests concerning their health. The study also emphasized on
impact of COVID-19 and its noteworthy interface amid sensitivity of the
damage/or effect of the COVID-19 virulent disease and as a result buyer
viewpoint throughout professed wellbeing peril. (Li, Y., 2021) demonstrated that
in addition to this the pandemic and subsequent unpreparedness of several
industries also led to conditions leading to moments of shortage which further
leads to the buying behavior of consumers. The study reveals there was a
reduction in the buyers buying due to the sense of shortage amid COVID-19
conditions. The COVID-19 led atmosphere was successful in generating a new
perspective from the point of view of consumers as they percept safety parameters
as more indispensable over attractiveness and superiority elements.

To overcome the perceived concerns led by the COVID-19 pandemic, the use of
the right technology may play the desired role and help is generating the planned
revenues and deliver the services to hotels guests. (Shin, H., 2020) discussed that
hospitality organization may develop the guest confidence to use hotels and
services with the help of advanced technology tools and software. This helps and
supports the basic requirements during a COVID-19 pandemic such as keeping
safe distance among guests and employees and also helps in delivering the safe,
secure, and hygienic services of cleaning the hotels. Due to the concerns over
health guests tend to book only those hotels which have better provisions for
safety and hygiene concerning COVID-19 infection. As the study reveals that
guest decision to book a hotel tends to be based on the way hotels intends to
interact with the guest amid the COVID-19 pandemic. (Yu, J., 2021) have
advocated that these health and infection-related concerns of the guest supposed
to be countered by the hospitality organizations and the research data found out
that there are interlinked guests behaviors based on hotel hygiene practices, their
implementations of guest areas which are highly used and susceptible to infection
followed by their management by hospitality operators and the ways hotel staffs
are adhering and following the hygiene practices.
Another important perspective is highly important as it is related to hotel staff. As

one of the most important and valuable human asset, hospitality employees and
their viewpoint amid COVID-19 is also a matter of concern for hotel operators.
The performance of employees is directly related to their concerns over health,
safety, and provisions provided to safeguard them from infection of COVID-19,
by the hospitality organizations. (Wong, A. K. F., 2021) revealed in their study
that there were preexisting elements creating stress among hotel employees in the
pre-COVID-19 phase. These stress-causing elements were directly related to the
work-related issues and perceived behavior over them. However post COVID-19
breakout, these perceptions and stress-causing elements were not the same as they
used to be post COVID-19 as hotel employees had different setup stress casing
revelations which also lead to job turnover. However post COVID-19, stress
elements used to impact employees' work-related behaviors and their performance
only.

(Nazneen, S., 2020) reported that travel decisions of tourists are greatly affected
by pandemic caused by COVID-19 concerning their expectation of safety and
hygiene. Pandemic has also developed nervousness and abridged their plans for
traveling in upcoming months. In the study, it was also found that social media
also played a vital role in provoking terror and nervousness among travelers. It is
also suggested to pay attention to traveler discernment and requirement to
simplify their performance towards this emergent condition of virulent disease.
Expectations, Selling Patterns & hospitality industry amid COVID-19

pandemic
The impact of COVID-19 on the hospitality industry is devastating and

consequently, the ripple effect of COVID-19 is also on the travel of people
causing more damage to the hospitality industry and economy (Baum, T., 2020).
(Awan, M. I., 2020) discussed that in the existing virulent disease caused by
COVID -19, businesses now are anticipated to serve up a clientele who are
extremely cognizant of wellbeing and hygiene amid others, the hotel business is
considerably and unenthusiastically prejudiced by this virulent disease As services
have exclusive distinctiveness, the use of superior tools, machinery, and
equipment of technological innovations is not adequate to produce an
unforgettable understanding devoid of dealings which are not bodily amid service
supplier and clientele. Therefore it is essential to describe the new standard
operating procedures and processes for servicing clientele and essential to
discover the framework which is suitable and the right fit in the new conditions
and also aligned as per the WHO guidelines and regulations issued by the federal
government for the hospitality sector. The study also leads to reflect on the service
framework serving the hotel clients, this can be practiced by involving hygiene
and disinfection actions. This also leads to promote hotel business focusing on
marketing the new processes and procedures being applied by the hotels to ensure
guest safety and security amid and post cost-19, in their marketing campaigns and
advertisements, hotel websites and digital fliers, etc. (Jiang, Y., 2020) also
suggested that hotel advertising and organization practices are essential to be
strengthened to rouse information expansion in the hospitality industry. It was
also suggested in the study that the use of robots or robot base machines,

cleanliness, and wellbeing management are indispensable perspectives and
expectations post COVID-19.
(Nicola, M., 2020) discussed that Worldwide global banks are doing whatever it
takes to revive the economies. Europe along has vowed for €1.7tn package for
salvage. The path to financial revival is estimated to be an elongated one, with an
era of trade and industry idleness for indefinite times ahead. (Hall, M. C., 2020)
suggested that the move in utilization that takes place when customers understand
a fluctuation in the provision of available supplies, services, and facilities which
they used, and which is distinguished by the points in time and space where
utilization takes place and by the travels to, from, and between that peak that is
happening as a result of the impacts of a pandemic caused by COVID-19 on the
services sector. It is also found in the study that outlines utilization dislocation for
the retail and hotel businesses. The results also present proof of spatiotemporal
dislocation of utilization based on customer expenditure styles. Proofs of
augmented expenses in several expenditure groups corroborate build-up stock
actions. The hotels experience a razor-sharp turned down in customer buying
behavior amid lockdown. (Gustavsson, S., 2020) suggested that the deadly disease
intimidate the endurance of medium and small-sized enterprises worldwide and
on a national scale It comes into view be anticipated that this deadly disease has
shaped a complicated trade atmosphere for SMEs to function in. The pandemic
caused by COVID-19 has caused a sequence of proceedings that have directed to
a financial disaster. (Baum, T., 2020) discussed the impacts of the COVID-19
pandemic on the hospitality workforce concerning the impact on the level of
worldwide, strategy administration of policymakers in the nations, managerial
based on organizations, and workers. These discussed factors have manifolds
needed to be researched at large with their separate in-depth connections of other
businesses' processes and industries. Thus it needs a significant magnitude of
research for these in continuation.
Methodology
This study is based on various high-quality research work referred from various
indexing portals, journals, websites, and magazines. The data was further

analyzed based on its relevance with the intended research objective of the current
study and was analyzed based on content analysis.
Conclusion
It is indispensable and essential for the instant development of the monetary worth
for corporations across the whole chain of tourism and hospitality businesses,
predominantly SMEs, which are a trait of the hotel's sector. This has to comprise
the right of entry to the supplementary outline of loans also during the next
business period obtainable or supported by administration establishment.
Provisional allowances and rebates on government taxes and decrease principally
for airlines and hotels, along with relaxation on allowing money owing
relaxations through the organization will require being measured. Reopening of
the marketplace to be an adjunct to complete power and support along with tools
of tourism management organizations to arrange the revival sketch for the
development of tourist spots keeping new normal conditions post lockdown and
restrictions being lifted by the federal government and international community
travel are allowed back.
Perceptible disinfecting and hygiene initiatives for example- use of sanitizers at

the hotel entry points, hotel employees using face masks and recommended
gloves to name a few, social distancing being put into operation, restrictive
customers being attended at hospitality outlets, hotels, etc, along with additional
meticulous and recurrent patterns of cleaning of guest areas being used highly,
common areas cleaning, and training of hotel staff concerning safety and health
procedure are the greater part of significant security and safety measures clientele
anticipate from an eating place and a lodge. Additional research is required to
conclude the degree of difference and consequence of these policies on guests’
mind-set. As it is evident from the study that significant numbers of guests are
eager to shell out additional for improved protection and safety measures.
It is also suggested to employ an assortment of equipment, machinery, and tools

of latest technological innovations in guest service provisions and it is not only
necessary for keeping guests safe from COVID-19 infection but also help in
diminishing physical interactions for example use of robots for service, payment

with the help of contactless bank cards. Additionally, the use of food menus can
be seen by guests by scanning QR codes with the help of mobile devices,
touchless entry into the guest rooms, and so the elevators be to name a few.
The impact of COVID-19 delivered a new trend by amalgamating sustainability

and the hospitality industry. This also generates a novel intellect of trade as
standard while the point in time and extent, of such comeback vestiges at most
excellent unsure. As the globe begins to revive post the primary restrictions, hotel
groups require becoming skilled at running the trade with new normal at focus
point along with by being safe at the similar instance.
It is suggested to conduct potential research focusing on the effect of COVID-19

on travelers’ insight of numerous kind of tourism needs and their associated
dependence on the exaggerated tourism spots, the effect of COVID-19 on the
potential monetary requirement for the development of tour & travel and hotel
businesses post COVID -19, and most importantly, how to develop the tourism
destinations keeping SDGs (Sustainable Development Goals) 2030 in focus.
References
1. Choudhary R. P., (2020, April 13), Challenges in times of COVID-19: Owner
driven hotels & independent chains face market crisis. https://hospitality.
economictimes.indiatimes.com/blog/challenges-in-times-of-COVID-19-owne
r-driven-hotels-and-independent-chains-face-market-crisis/ 4159.
2. Kaushal, V., & Srivastava, S. (2020). Hospitality and tourism industry amid
COVID-19 pandemic: Perspectives on challenges and learning from India.
International Journal of Hospitality Management, 92, 102707.
3. Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and
management: a perspective article. International Journal of Contemporary
Hospitality Management.
4. Nan, J. (2020). Under COVID -19, challenges and opportunities for
hospitality and tourism industry of China. J. Tour. Hosp, 9, 1-3.
5. Kumar, S., Maheshwari, V., Prabhu, J., Prasanna, M., Jayalakshmi, P.,
Suganya, P., & Jothikumar, R. (2020). Social economic impact of COVID-19

outbreak in India. International Journal of Pervasive Computing and
Communications.
6. Ghosh, A., Nundy, S., & Mallick, T. K. (2020). How India is dealing with
COVID-19 pandemic. Sensors International, 1, 100021.
7. Ranasinghe, R., Damunupola, A., Wijesundara, S., Karunarathna, C.,
Nawarathna, D., Gamage, S., & Idroos, A. A. (2020). Tourism after corona:
Impacts of COVID 19 pandemic and way forward for tourism, hotel and mice
industry in Sri Lanka. Hotel and Mice Industry in Sri Lanka (April 22, 2020).
8. Teng, Y. M., Wu, K. S., Lin, K. L., & Xu, D. (2020). Mental Health Impact of
COVID-19 on Quarantine Hotel Employees in China. Risk management and
healthcare policy, 13, 2743.
9. Thams, A., Zech, N., Rempel, D., & Ayia-Koi, A. (2020). An initial
assessment of economic impacts and operational challenges for the tourism &
hospitality industry due to COVID-19 (No. 2/2020). IUBH Discussion Papers-
Tourismus & Hospitality.
10. Gursoy, D., & Chi, C. G. (2020). Effects of COVID-19 pandemic on
hospitality industry: review of the current situations and a research agenda.
11. Jones, P., & Comfort, D. (2020). The COVID-19 crisis and sustainability in
the hospitality industry. International journal of contemporary hospitality
management.
12. Alonso, A. D., Kok, S. K., Bressan, A., O’Shea, M., Sakellarios, N., Koresis,
A., & Santoni, L. J. (2020). COVID -19, aftermath, impacts, and hospitality
firms: An international perspective. International journal of hospitality
management, 91, 102654.
13. Nan, J. (2020). Under COVID -19, challenges and opportunities for
hospitality and tourism industry of China. J. Tour. Hosp, 9, 1-3.
14. Hu, X., Yan, H., Casey, T., & Wu, C. H. (2021). Creating a safe haven during
the crisis: How organizations can achieve deep compliance with COVID-19
safety measures in the hospitality industry. International Journal of
Hospitality Management, 92, 102662.
15. Foroudi, P., Tabaghdehi, S. A. H., & Marvi, R. (2021). The gloom of the
COVID-19 shock in the hospitality industry: A study of consumer risk
perception and adaptive belief in the dark cloud of a pandemic. International
Journal of Hospitality Management, 92, 102717.

16. Li, Y., Yao, J., & Chen, J. (2021). The negative effect of scarcity cues on
consumer purchase decisions in the hospitality industry during the COVID-19
pandemic. International Journal of Hospitality Management, 94, 102815.
17. Shin, H., & Kang, J. (2020). Reducing perceived health risk to attract hotel
customers in the COVID-19 pandemic era: Focused on technology innovation
for social distancing and cleanliness. International Journal of Hospitality
Management, 91, 102664.
18. Yu, J., Seo, J., & Hyun, S. S. (2021). Perceived hygiene attributes in the hotel
industry: customer retention amid the COVID-19 crisis. International Journal
of Hospitality Management, 93, 102768.
19. Wong, A. K. F., Kim, S. S., Kim, J., & Han, H. (2021). How the COVID-19
pandemic affected hotel Employee stress: Employee perceptions of
occupational stressors and their consequences. International Journal of
Hospitality Management, 93, 102798.
20. Nazneen, S., Hong, X., & Ud Din, N. (2020). COVID-19 crises and tourist
travel risk perceptions. Available at SSRN 3592321.
21. Baum, T., & Hai, N. T. T. (2020). Hospitality, tourism, human rights and the
impact of COVID -19. International Journal of Contemporary Hospitality
Management.
22. Awan, M. I., Shamim, A., & Ahn, J. (2020). Implementing ‘cleanliness is half
of faith’in re-designing tourists, experiences and salvaging the hotel industry
in Malaysia during COVID-19 pandemic. Journal of Islamic Marketing.
23. Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and
management: a perspective article. International Journal of Contemporary
Hospitality Management.
24. Breier, M., Kallmuenzer, A., Clauss, T., Gast, J., Kraus, S., & Tiberius, V.
(2021). The role of business model innovation in the hospitality industry
during the COVID-19 crisis. International Journal of Hospitality
Management, 92, 102723.
25. Nicola, M., Alsafi, Z., Sohrabi, C., Kerwan, A., Al-Jabir, A., Iosifidis, C., &
Agha, R. (2020). The socio-economic implications of the coronavirus and
COVID-19 pandemic: a review. International journal of surgery.

26. Hall, M. C., Prayag, G., Fieger, P., & Dyason, D. (2020). Beyond panic
buying: consumption displacement and COVID -19. Journal of Service
Management.
27. Gustavsson, S., & Larsson, S. (2020). Marketing Innovation for SMEs during
COVID-19 Pandemic: A case study of the hospitality industry in Norrbotten.
28. Baum, T., Mooney, S. K., Robinson, R. N., & Solnet, D. (2020). COVID -19’s
impact on the hospitality workforce-new crisis or amplification of the norm?.
International Journal of Contemporary Hospitality Management.

22
Transmission Qualities and Pathogenesis of Sars-Cov-2
and COVID-19 Infections in Humans Therapeutics &
Recent Developments in Current Evidence Reviews
Azhagu Madhavan S1, Ganesan S1, Maneemegalai S2,
Vinayaga Moorthi P3, Mahadevi M4
1
PG & Research Deparment of Zoology & Biotechnology, A Veeriya Vandayar Memorial
Sri Pushpam College, (Autonomous) Poondi, Thanjavur, 613503, Tamil Nadu, India.
2
Department of Biochemistry, Bharathidasan University College for Women,
Orathanadu-614 625, Thanjavur, Tamilnadu, India.
3
Department of Human Genetics and Molecular Biology,
Bharathiar University, Coimbatore-641 046, Tamil Nadu, India.
4
PG & Research Deparment of Botany & Microbiology, A Veeriya Vandayar Memorial
E-mail Id: mathavan062@gmail.com
Abstract
The Severe Acute Respiratory Syndrome Coronavirus 2 (SARS-CoV-

2) first broke out in Wuhan (China) and hence spread around the
world. COVID s (CoVs) basically cause zoonotic diseases in flying
creatures and vertebrates be that as it may, over the most recent
couple of many years have demonstrated to be equipped for
contaminating people also. The episode of serious intense respiratory
condition (SARS) in 2003 and all the more as of late, Middle-East
respiratory disorder, (MERS) has exhibited the lethality of CoVs
when they cross the species boundary and taint people. COVID (CoV)
is an enormous group of infections that cause torments going from the
basic virus to more extreme pathologies, for example, Middle East
Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory
Syndrome (SARS-CoV). The progressing improvement of the novel
pathogenic SARS-COVID 2 (SARS-CoV-2) is at risk for a general
pandemic. Given the overall prosperity emergency, cure repositioning

is the most strong choice to design a capable treatment for debased
patients right away. The underlying advance of the viral replication
cycle. Coronavirus may require genuine thought treatment or even
think about the use of mechanical ventilation for patients with
respiratory dissatisfaction. Alongside the coming of converse
hereditary methodologies in the previous five years; it is currently
conceivable to start to characterize the determinants of viral
replication, trans-species transformation, and human infection. The
most advancement has been made on SARS-CoV 2, featuring explicit
basic prerequisites for its capacities in the CoV life cycle just as
instruments behind its pathogenesis. In this audit, we will give a
through knowledge to the existence pattern of CoV, its hereditary
qualities, replication cycle and converse hereditary applications to
SCoV alongside progresses in its exploration.
Keywords: SARS-CoV-2, COVID-19 contamination, Respiratory

infection, MoHFW, RT-PCR.
Introduction
The COVID-19 virulent disease cause by the SARSCoV-2 has been an
extraordinary global health challenge. Through the 24,193,010 globally disturbing
216 countries and 826,141 deaths, because of August 27, 2020. In India, there are
3,310,234 cases with 60,472 deaths. Given the unprecedented magnitude of the
pandemic’s impact on health and economy, therapies for COVID-19 are being
actively investigated, and there are quite 1000 treatment and over 173 vaccine
trials taking place worldwide, including 31 candidate vaccines in clinical
evaluation and 142 in pre-clinical evaluation. As of late, the antiviral specialists
remdesivir and favipiravir, which act by repressing viral replication, have been
endorsed for COVID-19 treatment in seriously sick patients by the Government of
India. Remdesivir has been shown to be effective in critically ill adults and
recommended by the guidelines for hospitalized patients with severe COVID-19
(those with SpO2 ≤94% on ambient air or requiring supplemental oxygen or
oxygenation). The recommended duration of therapy non-intubated patients that
Transmission Qualities and Pathogenesis of Sars-Cov-2 and COVID-19 Infections

In Humans Therapeutics & Recent Developments in Current Evidence Reviews 252
may be extended to 10 days in ventilated patients. However, there is insufficient
evidence to support for/against manifestations.
History of Coronavirus
In 2003, China reported SARS-CoV, was infected with a virus causing Severe
Acute Respiratory Syndrome (SARS) in Guangdong province. The infected
patients exhibited pneumonia symptoms with a diffused alveolar injury which
lead to Acute Respiratory Distress Syndrome (ARDS).
Life Cycle of Coronavirus
The Coronavirus genome may be a linear RNA particle consisting of a spike, an

enveloped layer and a macromolecule sequence with one strand of mRNA. The
genome is made out of the nucleocapsid protein N and contain a RNA
nucleocapsid helical structure. The S protein is the evidence of pathogenesis as
observed in mice. Aminopeptidase N is that the receptor in human coronavirus
HCoV-229E.
Morphology
COVID-19 case definitions
The WHO has published case definitions of COVID-19, and individual countries
have been encouraged to develop their own definitions suitable to the country
situation, resources available. There are no separate criteria for children as of now
but may be adapted and modified as data emerge and as we come to know more
about the disease in children. The Ministry of Health and Family Welfare
(MoHFW), Government of India, has published guidelines for testing and
treatment, being updated regularly because the scenario evolves and new
scientific data emerge. As per this, “COVID-19 should be suspected.
Why COVID-19-affected children manifest only mild illness?
Variable seriousness of viral contamination in various age bunches wonder. With

their immature immune system, in general, children are severely affected by

influenza and respiratory syncytial virus in comparison to adults. However, on the
contrary, relative alike.
Angiotensin-converting enzyme 2 (ACE2) and rennin angiotensin system

(RAS)
A biologically plausible explanation is that the cellular expression of entry

receptor ACE2 and the binding between the receptor and different in children
from that in adults. Studies are expected to discover the distinction in renin
angiotensin framework (RAS) pathophysiology in kids and grown-ups and its
conceivable part in deciding the differential results of COVID-19. Dysregulation
of RAS is known in comorbid conditions such as hypertension, cardiac diseases
and diabetes.
Differences in immune system of adults versus children
Immune system in children is not fully developed. There is a possibility limited.

On the opposite hand, adults may disease thanks to their different immune
reaction characterized by excessive inflammation immunization programme, and
whether must be elucidated. Evaluation. It must be seen whether pre-existing
antibodies against human coronavirus infections causing cold or other respiratory
virus infections or GI infections confer cross-protection against COVID-19.
Role of co-infections
During H1N1 pandemic, bacterial co-infection with Streptococcus pneumoniae

was common which caused considerable morbidity.
Characteristics
A study released on 24 January 2020 suggests that sufferers with corona pathogen
illness have several common attributes including nausea, cough, and discomfort.
Most sufferers had bilateral anomalies. In 2020, the bronchoalveolar fluid
lavaging coronaviruses in China were confined. This is also present in samples of
blood. To date, a proprietary urine and feces study has not indicated a corona
pathogen.

Figure 1.Life cycle of SARS-CoV-2
Structure, Pathogenesis and immune response SARS-CoV-2
COVID is round or pleomorphic, single abandoned, encompassed RNA and

secured with club formed glycoprotein. COVID s are four subtypes, for example,
alpha, beta, gamma and delta COVID. Each of subtype coronaviruses has many
serotypes.
Figure 2.Life cycle of SARS CoV

Sign and symptoms
Mild respiratory tract infection, fever on an average after 5-6 days of infection
(mean range for incubation 1-14 days) along with dry cough, dyspnoea, chest
pain, fatigue and myalgia. More uncommon side effects incorporate migraine,
dazedness, stomach torment, looseness of the bowels, queasiness, and heaving.
Severe complications such as hypoxemia, acute ARDS, arrhythmia, shock, acute
cardiac injury, and acute kidney injury have been reported among COVID-19
patients. (Q&A on coronaviruses). Some cases in China at first gave just chest
snugness and palpitation.
COVID-19 in Children
The child among the total number of COVID-19-affected patients was small and
most children developed gentle ill health. One study from China has reported that
children aged below 10 yr have the same susceptibility as adults to get infected,
but unlikely to develop severe disease. Another study from China26 supports the
concept that children are less vulnerable to COVID-19 compared to adults. In this
investigation, when the contact of individuals with realized contaminations were
followed and tried for the infection, for each influenced youngster 15 yr, almost
three individuals were infection ages of 20 and 64. The age group-wise
distribution of cases and therefore the differences in death rate within the
published large case series from different countries are summarized in recent
study from India reported epidemiological characteristics of 21 patients in New
Delhi. All had mild illness except one who had lung consolidation and required
oxygen inhalation. In this study, just one case was below 20 yr aged.
Human COVID-19 affected In particular, we see that a discussion has developed

in the usage of repositioning drugs, for instance, chloroquine for coronavirus,
which legitimizes moving toward the individuals who have the most contribution
in this disorder to pass on consistent world, in order to uncover understanding into
the choices to.

Figure 3.Human COVID-19 affected
Figure 4.SARS-CoV-2 infect the human body and its duplication mechanism.
SsRNA: Solitary filament RNA, ACE2: Angiotensin convert enzyme 2

Structure of Coronavirus
COVIDs are minute in size (65–125 nm in breadth) and contain a solitary

abandoned RNA as a nucleic material, size extending from 26 to 32kbs long. The
subgroups of COVIDs family are alpha (a), beta (b), gamma (c) and delta (d)
COVID.
Figure 5.Structure of SARS-CoV-2
Figure 6.Basic structure of COVID Virus
Analysis of COVID-19 Infection
The principal focus on the clinical symptoms of COVID-19 was affirmed to

Wuhan's city presentation. Anyway, the expanded obscure introduced by the
Chinese and American Centers of Diseases Control and Prevention (CDC) created
several atomic examines, for the detection of the various infections in the clinical

samples. Revealed that different investigates were depicted about Real-time PCR
methodologies to test for the COVID-19, by concentrating on a mixture of open
reading frame (Orf), envelope (E), nucleocapsid (N), and RNA-subordinate RNA
polymerase (RdRp) qualities. At present, there are 115 CDC-qualified research
facilities in the U.S., and about 191 qualified labs around the world. A patient
suffering from fever, cough, and shortness of breath within 2-14 days of exposure,
has troubles in breathing with persistent pain and\or pressure in the chest, new
confusion or inability to arise, and bluish lips or face is considered as a presumed
case of COVID-19. On the off chance that there is no reasonable presentation
history, suspected patients should meet 3 clinical conditions that include; fever,
cough, and shortness of breath. In view of the fifth clinical status, chest Computed
tomography (CT) scan can identify the viral pneumonia, which is viewed as a
proof of the COVID-19 contamination. In addition, the Diagnosis and Treatment
Program of 2019 New Coronavirus Pneumonia (preliminary 6th form), has
excluded the term of clinical examination for the diagnosis of the disease. As
indicated by their clinical appearances, affirmed patients are classified into
mellow, moderate, serious, and basic cases.
Control and Prevention of Infection by COVID-19
There are numerous difficulties in avoiding contamination with the COVID 19 in

the different fields including; the clinically mellow cases or atypical
introductions, restricted inventory of individual defensive hardware, and\ or
respiratory disconnection rooms at the hospitals. The CDC suggests that the
medical service providers should use the Personal Protective Equipment (PPE),
and apply the standard, contact, and airborne safety measures, including
utilization of eye insurance. Added that the health workers should wear protective
outfits, gloves, and either an N95 respirator in addition to confronting shields, or a
fuelled air purging respirator. As indicated by the CDC recommends the presence
of airborne tainting constrainment rooms that should be held for the patients, who
will encounter disintegrated delivering methods. The CDC prescribes also the
execution of the ecological contamination controls, by guaranteeing natural
cleaning and sanitization methods reliably and correctly. The usage of designing
control like a physical hindrance, draperies between patients in shared regions, air

dealing with a framework with proper directionality, filtration, conversion scale,
and powerful contact following and seclusion, could diminish the general size of
an outbreak [11,16]. COVID-19 is caused by SARS –CoV-2 a β coronavirus
who’s named derives from Crown like structure in under electron microscope. It
is composed of linear single stranded RNA molecule of positive (mRNA) polarity
and from 28-32 kb in length. Genetic material is protected by lipid bilayer and
membrane proteins (M-protein) also include surface protein S-protein (spike
protein) E-protein (envelop protein) the S-protein has been a focus of
pathogenesis.
Figure 7.Morphology of SARS-CoV-2
Antiviral Western Clinical Treatment
Remdesivir has been accounted for as a promising a tiviral tranquilize against a

wide cluster of RNA infections detailed that treatment of a patient with COVID-
19 with remde-sivir accomplished great outcomes. Discovered that remdesivir
was powerful in the control of COVID-19 in vitro. In the interim, chloroquine has
been found to have safe modulatory action and could viably restrain SARS-CoV-
2 in vitro. Clinical controlled preliminaries have demonstrated that chloroquine
was successful COVID-19. Remdesivir is under-going an enormous number of
clinical preliminaries in a few emergency clinics; the viability of the medication is
dubious at present.

Clinical manifestations
Reports of paediatric infection are available from some affected global regions
and two systematic reviews have been published based on the early data. Among
the affected children, a spectrum of manifestations was seen with varying grades
of severity (asymptomatic/mild/moderate/severe/critical illness) and a few deaths
were also noted. Majority of the children increase only a mild illness, and present
mainly through fever and dry cough. Upper respiratory symptoms such as cold,
nasal congestion and sore throat are less frequent. coagulopathy. GI children. In
the largest published paediatric case series from China, young infants and those
suffering from comorbid conditions vulnerable to the infection and affected
severely. Among the age groups of <1, 1-5, 6-10, 11-15 and ≤16 yr, were 10.6,
7.3, 4.2, 4.1 and 3.0 per cent, respectively. One child succumbed to the illness. A
study on children hospitalized paediatric in the USA also reported pre-
hospitalization comorbidities as an important factor in childhood COVID-19.
Chinese Experts’ Consensus Statement categorizes high-risk group as (i) those

children in contact with severe COVID-19 case, (ii) those with underlying
congenital heart disease, pulmonary disease, chronic cardiac/renal disease,
malnutrition, diabetes, immunodeficiency and hereditary metabolic diseases, (iii)
those receiving long-term immune suppressants, and (iv) infants under three
months38. reported in various published studies are summarized in Table II.
Other clinical characteristics reported are the dermatological lesions, atypical
presentation with neurological symptoms and the curious multi-system
inflammatory syndrome, the Kawasaki disease. Chilblain-like skin lesions of the
extremities termed ‘COVID toes’ have been observed in children in Italy and
Spain but need further confirmation. Presentation with neurological symptoms
without respiratory manifestations, has also been reported in a few infants. Their
cerebrospinal fluid parameters were normal, and all had a favourable outcome.
Multi-system inflammatory syndrome in children, mimicking the Kawasaki from
COVID-19-affected regions in Europe and USA, which needs to be characterized.
A link to COVID-19 is suspected but needs further research has been found to be
negative in most of the cases.

Types
Coronavirus sickness was first in 1931, with the first coronavirus (HCoV-229E)
disengaged from people in 1965. Until the flare-up of extreme intense respiratory
disorder in late 2002, just two human coronaviruses (HCoV) were known HCoV-
229E and HCoV-OC43. When the SARS coronavirus (SARS-CoV) had been
distinguished, two further human coronaviruses were recognized. Coronaviruses
are the key component of the Coronavirinae subspecies in the Coronaviridae
community. Distinct categories of human coronaviruses differ in the degree to
which the corresponding disorder may become serious and the extent to which it
can propagate. Doctors primarily acknowledge seven categories of coronavirus
that would proliferate humans.
Common Types
1. OC43 (beta coronavirus)

2. 229E (alpha coronavirus)
3. HKU1 (beta coronavirus)
4. NL63 (alpha coronavirus)
Infrequent pathogens that mostly induce further critical ramifications include

MERS-CoV that provokes Middle East Air Syndrome, and SARS-CoV causing
severe ARS. During 2019, there started to spread a strange new infection called
SARSCoV-2, which triggered COVID 19 illness.
Identification of SARS-CoV-2 Cluster Cases of India
In December 2019, cases of pneumonia-like disease outstanding to an unfamiliar

aetiological cause were reported in Wuhan city, Hubei province of China. The
aetiological agent was identified as a member of the Coronaviridae family and
was termed due to its genetic similarity with the Viruses renamed it as SARS
coronavirus 2 (SARSCoV-2).. The first case of SARS-COV-2 was reported from
Kerala, India, on January 30, 2020 and since then, the numbers are increasing
continuously. The present study is a retrospective analysis of two clusters of
laboratory-confirmed from India and highlights their series of events, clinical
features and sequence analysis. The present study is a retrospective analysis of

two clusters of laboratory-confirmed from India and highlights their series of
events, clinical features and sequence analysis. People in laboratory-confirmed
case and persons who had undertaken international travel within and had
developed symptoms, were taken as SARS-CoV-2 suspects as per the prevailing
recommendations of the Ministry. Clinical, demographic, contact and
international travel details of the individuals were recorded from the clinical
record forms.
SARS-CoV-2 and its Birth Place
SARS-CoV-2, which has a place with the Betacoronaviruses of the family

Coronaviridae. Nonetheless, COVIDs are known to go through quick change and
recombination framing novel infections that may bounce from creatures to people,
bringing about serious sickness. In December, 2019, a group of grown-ups with
pneumonia of unexplained etiology was declared by additional examination
affirmed the causative specialist to be a novel COVID (n-CoV-2019), with 85
percent genomic personality with a bat SARS-like COVID (MG772933.1, bat-
SLCoVZC45).
Transmission Qualities and Pathogenesis of SARS-CoV-2
SARS-CoV-2 disease is communicated overwhelmingly through the respiratory

course by beads and by surface contact with fomites. Transmission of
contamination to medical care staff may occur during vaporized creating
functions, for example, intubation, ventilation, pull and nebulisation in basic
consideration units. Transmission to youngsters from tainted moms is known,
however vertical transmission isn't yet archived. The brooding period is assessed
to be Virus can be identified in the upper respiratory lot 1-2 days before beginning
of manifestations and endures in the respiratory framework for 7-12 days in
moderate cases and as long as about fourteen days in serious cases.13 Prolonged
shedding of the infection has been seen in a couple of youngsters with mellow
contaminations, up to. Distinguished as the principle cell section receptor where
the spike protein of the SARS-CoV-2 joins goes about as the co-receptor 20. In
patients with serious illnesses, raised plasma levels of favorable to provocative
cytokines, for example, interleukin (IL)-6, IL-10, monocyte chemoattractant

protein-1, macrophage incendiary protein-1α, tumor rot factor-α and granulocyte
colony animating variable are watched, and a cytokine storm is likewise proposed
in seriously influenced patients [14]. Remarkable obsessive discoveries are
solidification in the lungs with moreover, alveolar septum hyperaemia, oedema,
mononuclear and lymphocyte invasion and intravascular apoplexy are likewise
watched.
Notwithstanding the worldwide spread of the extreme intense respiratory

disorder COVID 2 (SARS-CoV-2)
Pandemic, there are restricted information developing in kids. This audit gives a
report on clinical highlights, finding, the study of disease transmission, the
executives and avoidance of COVID infection 2019 (COVID-19) in kids. Other
than respiratory manifestations, gastrointestinal and atypical highlights, for
example, chilblains, neurological indications and multisystem aggravation are
additionally detailed. It is conceivable to deal with the youngsters with gentle
sickness at home, with exacting disease counteraction control measures; seriously
influenced need respiratory help and concentrated consideration the executives.
There are narrative reports of utilizing antiviral and immunomodulatory drugs,
advantage of which should be affirmed in clinical preliminaries. Understanding
the natural reason for the significant age-subordinate differential result of
COVID-19 contamination is significant. The current pandemic circumstance on
serious intense respiratory disorder COVID 2 (SARS-CoV-2) is extending since
its first report on December 2019. Until this point, 14,667,659 individuals are
contaminated from SARS-CoV-2 everywhere on the world, and India has
investigated July 20, 2020, an aggregate of 1,119,412 SARSCoV-2 cases1. Its
genome size goes from 27 to 34 kb, which encodes for non-auxiliary proteins,
basic proteins and extra proteins. To restrict the spread of the infection, rules
identified with preventive measures are distributed by the World Health
Organization just as the Indian government as no immunizations or medications
are at present accessible. Cycles for the distinguishing proof of reasonable
antiviral medications and immunizations have been started. Notwithstanding, the
viral RNA in the host cells is a heterogeneous populace relying upon the pace of
changes and their transformation. The predominant populace of the infection can
be influenced by the irregular transformations, a bottleneck function or changes
that destabilize the current harmony. The aetiological specialist was recognized as
an individual from the Corona viridae family and was named the 2019 novel
Coronavirus. Because of its hereditary comparability with the serious intense
respiratory condition (SARS) of 2003, the International Committee on Taxonomy
of Viruses renamed it as SARS COVID (SARSCoV-2). The primary instance of
SARS-COV-2 was accounted for from Kerala, India, on January 30, 2020 and
from that point forward, the numbers are expanding ceaselessly. The current
examination is a review investigation of two bunches of research center affirmed
COVID illness 2019 (COVID-19) patients from India and features their
arrangement of functions, clinical highlights and grouping investigation. The
current examination is a review investigation of two bunches of research center
affirmed COVID infection 2019 (COVID-19) patients from India and features
their arrangement of functions, clinical highlights and grouping examination. Our
comprehension of the pathogenesis and pathophysiology of COVID-19 is in the
underlying stages, and the investigations are in progress. In patients with serious
illnesses, raised plasma levels of supportive of incendiary cytokines, for example,
interleukin (IL)-6, IL-10, monocyte chemoattractant protein-1, macrophage
provocative protein-1α, tumor corruption factor-α and granulocytecolony
animating variable are watched, and a cytokine storm is additionally proposed in
seriously influenced patients. A hypercoagulable profile with raised D-dimer and
fibrinogen level is noted, and plausible endothelial cell injury is additionally
proposed. Outstanding obsessive discoveries are solidification in the lungs with
serous liquid, fibrin exudate and arrangement of hyaline film. Moreover, alveolar
septum hyperaemia, oedema, mononuclear and lymphocyte penetration and
intravascular apoplexy are additionally watched. Albeit the greater part of the
discoveries are from grown-ups, restricted information in few kids show
expanded degrees of procalcitonin, C-receptive protein and D-dimer in those with
moderate-to-serious infection.
Knowledge holes and examination needs
Notwithstanding the worldwide spread, the study of disease transmission and

clinical remain generally muddled, and developing information show critical
contrasts from grown-ups. There is a requirement for efficient exploration to
address the information holes. Future COVID-19 studies in kids should zero in on

the extra-aspiratory and atypical clinical highlights, disease, markers of
seriousness, part of imaging, ideal strong consideration and preliminaries with
more current treatments-antivirals and immunomodulatory drugs. Another zone
that needs consideration is creating case definitions and testing techniques explicit
to kids, as the underlying methodology may not be reasonable when community
transmission happens. From an epidemiological perspective, high extent and their
function in infection transmission should be clarified.
Knowledge Gaps and Research Priority

There is a requirement for orderly examination to address the information holes.
Future COVID-19 studies in youngsters should zero in on the extra-aspiratory and
atypical clinical highlights, hazard factors for serious ailment, markers of
seriousness, part of imaging, ideal strong consideration and preliminaries with
more up to date treatments-antivirals and immunomodulatory drugs. Another
territory that needs consideration is creating case definitions and testing systems
explicit to youngsters, as the underlying procedure may not be appropriate when
community transmission happens. The psychosocial impacts of conclusion of
schools, absence of play exercises and home restriction during lockdown need
consideration of analysts. Visual assessment of the dose response figure in the
investigation recommends that an allegorical relationship might be fitting. A
portion reaction relationship with expanded term may happen when there is a
postponed pharmacodynamic (PD) or chronopharmacologic impact (e.g.,
requirement for downstream record and redesigning) before clinical reaction. In
view of the discoveries, there doesn't have all the earmarks of being a medication
illness cooperation, i.e., no distinction in responses among cases and controls.
Given all the constraints of a case-control study, it is shrewd to anticipate the
result of randomized clinical preliminaries and other information prior to rolling
out any improvements to their warning.
Summary and Conclusion

Visual examination of the dose response figure in the investigation proposes that
an explanatory relationship might be fitting. Study, the portion reaction
relationship might be identified with the expanding number of upkeep dosages

(≥4-5 portions) or expanding number of weeks (≥4-5 wk with week after week
dosing). This investigation was restricted to the in-medical clinic clinical course
just and catch up subtleties were not accessible; subsequently, data of backslides
was not detailed. Moreover, by goodness of being a reference community and not
tolerating patients straightforwardly, dominant part of the patients had mellow to
moderate sickness; the range of extreme ailment was underrepresented. The
viability with 4-5 portions has all the earmarks of being an accidental finding with
no logical or biologic basi. In light of the medication illness connection, i.e., no
distinction in responses among cases and controls. Given all the restrictions of a
case-control study, it is insightful to anticipate the result of randomized clinical
preliminaries and other information prior to rolling out any improvements to their
warning. Added that the wellbeing laborers should wear defensive outfits, gloves,
and either a N95 respirator notwithstanding defying shields, or a fuelled air
cleansing respirator. As per the CDC endorses the presence of airborne pollution
restriction. During this period, the individual taking CQ prophylaxis may not
accomplish the ideal plasma convergence of the medication required for
protection2. These discoveries incited the proposal that CQ prophylaxis in
intestinal sickness innocent voyagers be started at any rate fourteen days before
passage into jungle fever endemic regions. We picked SARS-CoV because of its
raised degree of collection character to SARS-CoV-2, the causative administrator
of COVID-19. We showed that the components of Gene-Eden-VIR/Novirin apply
a collection of antiviral effects on Beta COVID s and SARS-CoV, including
obstruction of cell area and illness, limitation of replication, deterrent of viral
proteases, overhauling the antiviral safe response, and lessening unsafe semi
species advancement. We will use this clinical data to advance our understanding
of the effects of the drugs on individuals at serious risk and those spoiled with the
disease. In the biggest arrangement of 147 contaminated pregnant ladies from
China, eight percent created extreme and one percent created basic disease;
notwithstanding, the subtleties are not accessible. In another arrangement of 116
cases, 6.9 percent had extreme ailment; fever (50.9%) and hack (28.4%) were the
most well-known indications. Strangely, 23.3 percent patients introduced without
side effects; 86 percent of ladies went through cesarean conveyance. Among the
100 youngsters tried, 86 were discovered to be negative for SARS-CoV-2. The
information recommended that contamination with SARS-CoV-2 during

pregnancy was not related with higher danger of unconstrained fetus removal/
preterm birth13.
Acknowledgement
We would like to express our sincerest condolences to the patients and families
who suffered from the COVID-19 outbreak. We also greatly appreciate the
healthcare personnel and staff members who worked together to overcome the
COVID-19 outbreak.
Funding
None.
Competing Interests
None declared.
Ethical Approval
Not required.
References
1. V. La, T. Pham, T.M. Ho, N.M. Hoàng, N.P.K. Linh, T. Vuong, Q. Vuong,
Policy response, social media and science journalism for the sustainability of
the public health system amid COVID-19 outbreak: The Vietnam lessons,
Sustainability 12 (2020) 2931 https://doi.org/10.3390/su12072931 .
2. https://www.investindia.gov.in/siru/changing-landscape-csr-india-during-CO
VID-19.
3. https://www.google.com/search?q=Role+of+Data+Communication+during+C
orona+Virus+Pandemic&oq=Role+of+Data+Communication+during+Corona
+Virus+Pandemic&aqs=chrome..69i57j33i10i160.420j0j9&sourceid=chrome
&ie=UTF-8.
4. https://www.aacc.org/cln/articles/2017/march/harmonized-normal-reference-
range-for-testosterone-in-men-established.
5. https://journals.sagepub.com/doi/10.1177/2056305120948255.

6. https://www.nature.com/articles/s41419-020-2721-8.
7. https://www.researchgate.net/publication/340661476_Review_Article_Therap
eutic_Preferences_for_Coronavirus_2_SARS-CoV-2_Patients.
8. https://www.researchsquare.com/article/rs-19507/v1.
9. https://www.google.com/search?q=COVID-19+research+article+elsevier+jou
rnals&oq=covi&aqs=chrome.2.69i57j35i39l2j0i67i395j0i67i395i433j0i67i39
5j0i67i395i457j0i395i402.4266j1j15&sourceid=chrome&ie=UTF-8.
10. https://www.elsevier.com/connect/coronavirus-information-center.
11. https://government.economictimes.indiatimes.com/news/economy/corporate-
social-responsibility-in-times-of-COVID-19-pandemic/75771467.
12. https://www.legal500.com/fivehundred-magazine/coronavirus/COVID-19-
contracts-and-corporate-social-responsibility/.
13. https://www.mdpi.com/2199-8531/6/4/126.

23
Post COVID-19: Key Employability Skills
Required in Food Production Industry
Chef (Dr.) Kunal Seth
Professor & Head of the Department, Amity School of Hospitality,
Amity University Haryana,
E-mail Id: kseth@ggn.amity.edu
Abstract
In India hospitality is growing at a swift pace and food production is

one of the critically important segments of this industry which is
based on service aspects (including but not limited to hygiene and
sanitation practices required post COVID-19). There are enormous
job opportunities lying in this segment making it one of the most
preferred job platform providing various job opportunities to
hospitality students, experienced individuals choosing it as new
venture and so plenty of celebrities, cricketers and professionals
working in other domain also prefer it as new venture to choose from.
Hospitality organizations seeking employees post COVID-19
pandemic and hotel management teachers from food production
domain believe and have the same opinion that there is a need to
explore and divert the focus creating a view point for key
employability skills that various hospitality organizations, food
outlets and other food selling venues anticipate from the employees
joining as line staff and these students and other staff must acquire
before joining. To explore these skills, chefs working in the
hospitality industry and food production teachers and researchers
point out the call for more training of these new job aspirants and
current staff working in food production domain. The purpose of this
paper is to identify key employability skills which are mandatory for
these new job aspirants and current staff so that it may be helpful to
the various institutes providing the degree and certification programs
Post COVID-19: Key Employability Skills Required in Food Production Industry 270
effectively accepted by the industry operating under new normal
condition post COVID-19 by including these key employability skill
into their training food production program.
Keywords: COVID-19, Hospitality Industry Food Production Staff,

Employability Skills.
Introduction
According to the official website of the World Health Organization, the overview
of COVID-19 cases across India, on January’16’2021, is- new cases-15,158,
confirmed cases-10,542,841, and deceased cases-152,093. Overview of cases
worldwide from the WHO website for COVID-19 cases as of January’16’2021
are-new cases-446,385, confirmed cases 92,262,621, confirmed deaths 1,995,037.
There is an increasing need for trained and qualified staff in hospitality and
tourism organizations. To cater to these needs, the ministry of tourism has also
planned for several initiatives which may be able to endow with pertinent training
to hospitality students and staff. There is an enormous shift in the education
system and hospitality organizations, about hospitality education and in the ways,
hotels are managing their operations respectively, in the form of changing trends
and requirements of key employability skills. Trained manpower is a must to
manage any hospitality operation as the primary guest expectation is the best
service which can only be provided by well trained and skilled staff. Skills
concerning staffs’ awareness, expertise, and practical application knowledge are
of paramount importance and this is why skills play an important role. Hospitality
organizations hire only those applicants’ who possess relevant and required skills
of the prevailing industry trend and requirement (Resumes, 2015).
India's GDP growth has majorly depended upon the tourism industry due to its
major contribution to GDP. The tourism industry in India had grown with a GDP
of 6.7% in 2017, whereas in the year 2018, the GDP shifted to the positive side
and became 9.2%. Numerous policies for sustaining and support of tourism,
launched by the Indian government and has determined for creating tourism
industry in India of global standards, also 'Swadesh Darshan', 'Atithi Devo Bhava',

'Incredible India and Spiritual Augmentation Push' launched by the Indian
government. It was estimated, tourism created 39,821 million jobs in India in the
year 2019, which is 8.0% of total employment in the year 2019 as per the
estimation of the World Travel and Tourism Council.
The impact of the COVID-19 on the tourism industry in India and the world has
been devastating, along with the hospitality, transportation the travel industry,
tourism sector, and other sectors. As said by the World Travel and Tourism
Council (WTTC), the COVID-19 pandemic might have created a loss of $22
billion, due to which there are 50 million jobs lost in the world and the same
devastation is in India too displaying a fall for next few years.
The hospitality industry in India is not new. There is a significant history of this
aspect of Indian culture. “Athi Devo Bhav” (the guest is equivalent to GOD) is
the basic element in the Indian Hospitality industry. COVID-19 pandemic has
caused this industry to suffer enormous losses such as job loss, reduced GDP, low
turnover of travelers, and guests into hotels and tourism destinations amounting to
huge monetary instability. According to (IBEF, 2020) The Indian hospitality and
tourism business has developed as one of the important reason for intensification
among the various organizations whose business activities are based on the
aspects of hospitality services in theses tourism and hospitality industries of
India., The input of industry of travel & tourism to in Gross Domestic Product
was 6.8%, in 2019of the total economy was estimated at INR. 13,68,100 crore (as
per WTTC, the rank of India was assessed as 10th out of a total of 185 countries
concerning travel & tourism’s contribution in totality to the year 2019’s gross
domestic product).
Concerning the impact of COVID-19 on the hospitality industry, it is not unusual

and unexpected that there is a need to develop essential new normal capabilities in
food production staff, entry-level staff, and hospitality grandaunts. While
assessing these skills requirement, in the literature, it was found that the majority
of the researchers, authors, and limited available literature is advocating for these
needs to be part of new curriculum and training program about food production
staff training into the hospitality organizations, restaurants, food & beverage
outlets and also equally considerable for the set up of individual food & beverage
venues post COVID-19.
One of the largest venues for creating jobs apart from generating huge trade
congregating revenue for the Indian economy in the form of foreign trade and
exchange is the tourism industry. It is also estimated in this report that
approximately 13450000 jobs are expected to be generated by this industry and
further these jobs are bifurcated in the number of jobs in various segments, as
mentioned-2300000 jobs in hotels, 660000 jobs for agents & operator working in
tour & travel and 10490000 jobs in restaurants (IBEF, 2017).
Executive chefs, academicians and hospitality students aspiring for the food
production domain have agreed that there is an enormous lack of the skills in
employees as anticipated by hospitality employers for entry-level employees.
Shekhawat (2012) recommended that all educational institutions, employers, and
government are supposed to apply efforts that will contribute to educating
students, relevant skills. More prominence must be given to new normal skills
required and useful in prevailing conditions of pandemic COVID-19 as the
majority of the institutions providing education concerning employability into
hotels and associated sub-sectors of hotel industry only focus on training skills
which have been prevailing from the past.
Literature review
Application of knowledge is one of the most required and useful quality in any
professional. So it is also expected that any job aspirant and employee can
demonstrate their skill. For attaining growth and development in any nation, the
role of higher education plays a vital role. As they not only train the manpower
but also focus on the need for prevailing trends requiring the manpower to be
trained accordingly. This also helps in the achievement of the individuals’ dreams
and wishes of the staff along with the growth of a nation as it boosts and supports
the economy. (Agarwal, 2007), many graduates are passing out after the
completion of their professional studies, having no appropriate competencies and
skills. Due to this, employment effects at large, leaving them unemployed or
poorly paid at the workplace. Keeping this in mind, a study and research on skills

that are required to possess by this manpower post-COVID-19 is essential and
also going to be useful for keeping them employable. This research and
exploration of employability skills will also help these entry-level job aspirants,
students aspiring for food production jobs, and currently working employees not
only in enhancing their work output but also their remuneration status. The higher
teaching in universities, institutions, or any concerning education system must be
more receptive in nature so that it is ready to be shaped as pert he changing
perspectives, trends and demand prevailing in the country and globally about new
employability skills including this in their curricula and faculty development
programs. (Tuli and Thadani, 2012) discussed, as per the estimated intensification
in the hospitality & tourism industry, the hospitality industry is lacking with the
required number of staff. As per the study thirty thousand hospitality alumnae or
holders of diploma from various institutes of hospitality, in a year, a large number
of these students are not employed at hotels having repute due to the deficit of
skills concerning their employability.
To develop the region of Asia’s southern part for securing the development of
nation’s economy in future, development of education at a higher level and the
development of the skill of such hospitality students who are passing out every
year but have no employment in hand and some of them are forced to work in low
paying or low skill jobs. Based on surveys of the Ministry of Labour, the
predictable unemployment of hospitality students who completed their bachelor
study program in this region of Asia’s southern part is between 7.8 %-65 % in Sri
Lanka and Afghanistan respectively. This also prevails as 33% in India and 28%
in Pakistan lie (Economist Intelligence Unit, 2014a, 2014b).
According to (PicarelliS., 2017) an incorporated endeavor by all enterprises, the

federal government, and institutions providing education must work as a team to
ensure that Skill development is taken care of for generating manpower that is not
only employable but also paid well in the organizations. This ensures that they are
paid well in salaries and other incentives but also find it so motivational that it
reflects in their job performance and they tend to stay for a longer period in the
organizations. As quoted by Organization for Economic Co-operation and
Development, lack of employable skills causes the job aspirants to lose job
opportunities. In this report, the focus was also given that such a large number of
manpower in India must be made ready concerning their employability which also
adds to develop the nation.
In the prevailing situation, the COVID-19 pandemic has forced the organizations,
institutions, and certification agencies to ensure the key employability skills are
integrated into the new curriculum and training programs. This will make them
prepared for the right jobs in the hospitality industry.
It is mandatory to have key employability skills as the hospitality industry

demands for a relevant and efficient workforce. There has long been a scarcity of
excellent employability skills in the manpower employed at the entry-level in the
hospitality industry. According to C. Rumble, VP Learning and Talent
Development, Accor Asia Pacific, the graduates who are applying for hospitality
jobs were not completely ready and only 10% of them were found to be
acceptable for the jobs. The main reason for this was the shortage of various key
skills that are mandatory for employability along with various soft skills that are
indispensable for a flourishing profession in the hospitality industry.
To manage and fulfill the requirement of incorporation of key skills in the

employees' various hospitality organizations like Taj, ITC Mourya and Oberoi, etc
have developed their own training program. These programs are known as the
Golden Threshold Program (Taj), LEAP program (ITC Maurya), and STEP
program (Oberoi). The objective of these programs is to develop employees by
incorporating key employability skills. In these training programs, a focused
approach on training employees while they are at work so that departmental
operations are not disturbed along with a dedicated approach is directed to equip
employees for improving their skills to be adaptive and efficient in using various
innovative and prevailing technological tools required for hotel operations. The
benefits of such initiatives reflect in the performance of the employees as they
tend to stay in the organization for long and be motivated.
(Kaushal, V., 2020) reported that the frail tourism and hospitality industry suffered
paramount losses due to the COVID-19 pandemic. COVID-19 continues to
impact various other sector causing serious concerns about further possibilities of

development as job losses, dip in the economy and shut down of businesses has
induced the threat of unemployment. It was found in the review of the study that
there are various concerns and these two need urgent attention to be attended to.
The primary concern is the major challenges faced by hotels and allied
subsections along with the industry of tourism due to prevailing pandemic; and
another important issue is the key learning which may be assessed, utilized, and
incorporated into the new training and development programs of the hotel and
inclusion of the same in the curriculum of the hotel management institutes. The
principal key skills which were highlighted in the study are re-skilling the
employees in various domain and putting employees for proficient enlargement,
training on various hygiene practices, hygiene, cleanliness and associated
sanitization practices, development of relevant standard operation procedures,
optimism toward the revival of the industry, roles of media, and further making
hospitality organizations ready for future concerning such threat. (Abdelhamied,
2019) advocated, to fulfill guest needs and demands in the hospitality industry it
is mandatory to ensure a service of high standards.
(Alonso, 2020) discussed that impact of COVID-19 on hospitality business in

terms of revenue loss leading to paramount ambiguity in future has been one of
the primary concerns in the respondents, out these respondents more than 1/3
expressed their views and favored for taking another dealing for creating and
covering the costs and meet budgets. They also suggested that there is a need to
prepare different and relevant hotel management procedures after COVID-19.
Scope of the Research: The study is conducted to get an insight of key
employability skills required in hospitality employees, entry level job aspirants
and students of hotel management institute post COVID-19. The key
employability skills were also analyzed for their correlation for the anticipated
research from appropriate available sources literature concerning the hotel
management passing out students, entry level staff and currently working food
production staff World Health Organisation (2020); Abid Hasan,(2020); Resumes,
R. (2015); and Shekhawat, A. (2012).
Research Objectives: To explore key employability skills
To identify the important view points from literature review
Data Collection: Data was collected using a questionnaire consisting Likert scale
questions to get insights into the perception of the various stake holders-
managers hiring for staff in food production at the level of managing operations,
academicians and students.
Research Design: The study is quantitative in nature.
Sampling Design: The study uses convenience sampling. Sample size is 28, 33
and 11 for students, faculties and employers hiring for food production staff
respectively. Sampling area consists of respondents from hospitality industry in
Delhi-NCR, India.
Analysis and Interpretations

Table 1.Students’ Perspective- Post COVID-19 Key Employability Skills
Employability Skills Total Strongly Disagree Neutral Agree Strongly
Disagree Agree
Awareness of 28 3.57% 0.00% 3.57% 17.86% 75.00%
recommended cleaning
chemicals used in kitchen
for COVID-19
Personal Hygiene & 28 0.00% 0.00% 3.57% 7.14% 89.29%
Sanitation Practices
Adaptability with use of 28 0.00% 3.57% 17.86% 42.86% 35.71%
PPEs
General Principles of 28 0.00% 0.00% 3.57% 10.71% 85.71%
Food Hygiene
Principles of Food 28 0.00% 0.00% 0.00% 17.86% 82.14%
Hygiene to the control of
viruses in Food

Cleaning techniques of 28 0.00% 0.00% 0.00% 21.43% 78.57%
different surfaces in
kitchen area
Fast paced cooking skills 28 0.00% 0.00% 25.00% 32.14% 42.86%
Tech savvy & 28 0.00% 7.14% 7.14% 39.29% 46.43%
Digitization-ability to
operate at pace in a fully
digital environment
Leadership skills 28 0.00% 0.00% 3.57% 28.57% 67.86%
Flexibility and 28 0.00% 0.00% 0.00% 17.86% 82.14%
adaptability
Critical thinking 28 0.00% 0.00% 3.57% 35.71% 60.71%
Communication and 28 0.00% 0.00% 0.00% 35.71% 64.29%
emotional intelligence
Creativity and innovation 28 0.00% 0.00% 3.57% 32.14% 64.29%
Financial Management 28 0.00% 0.00% 7.14% 25.00% 67.86%
Visionary & Strategic 28 0.00% 0.00% 0.00% 46.43% 53.57%
Thinking
Customer Relationship 28 0.00% 0.00% 0.00% 32.14% 67.86%
Management Skills
Online Operations 28 0.00% 0.00% 3.57% 32.14% 64.29%
Management & Guest
Service
Cognitive skills for 28 0.00% 0.00% 14.29% 28.57% 57.14%
redesign and innovation
Social and emotional 28 0.00% 0.00% 0.00% 21.43% 78.57%
skills -to make certain
efficient teamwork
administration and
expression
Skills to cook multi- 28 0.00% 0.00% 17.86% 25.00% 57.14%
cuisine food
From the survey, the key employability skills identified by students are-
awareness of cleaning chemicals for kitchen, personal hygiene and sanitation,
general principal of food hygiene and virus control, Cleaning techniques of
different surfaces in the kitchen areas. Apart from these, flexibility and
adaptability &Social and emotional skills -to make certain efficient teamwork
administration and expression, are also strongly agreed by respondents in huge
percentages. Followed by are Communication and emotional intelligence,
Creativity and innovation, Financial Management & Customer Relationship
Management Skills as preferred by respondents but their concentration of
responses percentages is lower than the other strongly agreed responses.
Table 2.Faculties’’ Perspective- Post COVID-19 Key Employability Skills

Disagree Agree
Awareness of 33 0.00% 0.00% 6.06% 12.12% 81.82%
for COVID-19
PPEs
General Principles of Food 33 0.00% 0.00% 0.00% 15.15% 84.85%
Hygiene
Principles of Food Hygiene 33 0.00% 0.00% 0.00% 9.09% 90.91%
to the control of viruses in
Food

kitchen area
Tech savvy & Digitization- 33 0.00% 0.00% 12.12% 27.27% 60.61%
ability to operate at pace in
a fully digital environment
Flexibility and adaptability 33 0.00% 0.00% 3.03% 24.24% 72.73%
Thinking
Management Skills
Management & Guest
Service
Social and emotional skills 33 0.00% 0.00% 12.12% 30.30% 57.58%
-to make certain efficient
teamwork administration
and expression
Skills to cook multi-cuisine 33 0.00% 0.00% 6.06% 36.36% 57.58%
food
From the survey most of the food production faculties have responded about -
Awareness of recommended cleaning chemicals used in kitchen for COVID-19,
General Principles of Food Hygiene, Principles of Food Hygiene to the control of
viruses in Food, Cleaning techniques of different surfaces in kitchen area,
Creativity and innovation as the most preferred key employability skills essential
for food production staff, entry level staff, and students aspiring to join food
production domain in hospitality industry or any other type food division post
COVID-19. The most preferred key employability skill by respondent is Personal
Hygiene & Sanitation Practices post COVID-19.
Table 2.Employers’ Perspective- Post COVID-19 Key Employability Skills

Disagree Agree
Awareness of 11 0.00% 0.00% 0.00% 0.00% 100.00%
for COVID-19
PPEs
General Principles of 11 0.00% 0.00% 0.00% 0.00% 100.00%
Food Hygiene
Principles of Food 11 0.00% 0.00% 0.00% 14.29% 85.71%
Hygiene to the control of
viruses in Food
kitchen area
Tech savvy & 11 0.00% 0.00% 0.00% 85.71% 14.29%
Digitization-ability to
operate at pace in a fully
digital environment

Flexibility and 11 0.00% 0.00% 0.00% 0.00% 100.00%
adaptability
Thinking
Management Skills
Management & Guest
Service
Social and emotional 11 0.00% 0.00% 0.00% 28.57% 71.43%
skills -to make certain
efficient teamwork
administration and
expression
Skills to cook multi- 11 0.00% 14.29% 0.00% 0.00% 85.71%
cuisine food
From the survey it was found that awareness of recommended cleaning chemicals
used in kitchen for COVID-19, personal hygiene & sanitation practices, general
principles of food hygiene, cleaning techniques of different surfaces in kitchen
area, flexibility and adaptability are the most preferred key employability skills
for food production staff post COVID-19 as these are the directly related with
managing the food production operations concerning control of viruses, ensuring
safe food handling before it is served to the guest, staff is more adaptable to new
working conditions and riles and ready to accept the new normal post COVID-19.
Summary and recommendations
This research paper has explored the importance of key employability skills for
the advancement of entry-level staff, hotel management graduates, and currently
working for food production staff. The paper also attempted to gather views of the
recruiters who need hospitality alumnae to acquire a combination of key
employability skills as discussed in findings along with their knowledge of the
core field for becoming employable effectively. All three categories of the
respondents established their preferences for awareness of recommended cleaning
chemicals used in the kitchen for COVID-19, personal hygiene & sanitation
practices, general principles of food hygiene, cleaning techniques of different
surfaces in the kitchen area, flexibility, and adaptability are the most preferred key
employability skills for food production staff post-COVID-19 followed by
general principles of food hygiene, principles of food hygiene to the control of
viruses in food, cleaning techniques of different surfaces in the kitchen area,
creativity and innovation. These findings inform on the significance of improving
and inculcating these key employability skills through the change in curriculum
for hospitality graduates and hospitality training program for the employees. This
is also a need for new regulation for certification agencies monitoring the safety
and hygiene practices in the hotel.
The interpretation offered here is intended to help food production faculties,

employers, students in ensuring that these key employability skills are inculcated
in the new normal system in their respective filed so that all the involved
stakeholders are benefited. This will also aidin preparing hospitality students
passing out from hotel management institutes to be well prepared and offered the
desired job with good pay package by hospitality organizations.
References
1. IBEF (2020, December 30), Tourism & Hospitality Industry in India.

https://www.ibef.org/industry/tourism-hospitality-india.aspx.

2. Resumes, R. (2015, January 25). Why technical people need nontechnical
skills on their resumes. https://robinresumes.com/tag/soft-skills/.
3. Shekhawat, A. (2012), “The importance of soft skills training in the
curriculum of higher education”, Prabandhan: Indian Journal of Management,
Vol. 5 No. 8, pp. 28-36.
4. Agarwal, P. (2007), “From Kothari commission to Pitroda commission”,
Economic and Political Weekly, Vol. 42 No. 7, pp. 554-557.
5. Tuli, M. and Thadani, M. (2012), “Hotel room supply, capital investment and
manpower requirement by2021”, HVS Whitepaper HVS, Gurgaon.
6. Economist Intelligence Unit (2014a), High university enrolment, low graduate
employment. Economist Intelligence Unit (2014b), High university enrolment,
low graduate employment.
7. Picarelli S. (2017, October 06). India’s workforce is growing-how can job
creation keep pace? World economic forum.
8. www.weforum.org/agenda/2017/10/india-workforce-skills-training/.
9. Kaushal, V., & Srivastava, S. (2020). Hospitality and tourism industry amid
COVID-19 pandemic: Perspectives on challenges and learnings from India.
International Journal of Hospitality Management, 92, 102707.
10. BILSLAND, C., Nagy, H., & Smith, P. (2020). Virtual internships and work-
integrated learning in hospitality and tourism in a post-COVID-19 world.
International Journal of Work-Integrated Learning, 21(4), 425-437.
11. Alonso, A. D., Kok, S. K., Bressan, A., O’Shea, M., Sakellarios, N., Koresis,
A., & Santoni, L. J. (2020). COVID-19, aftermath, impacts, and hospitality
firms: An international perspective. International journal of hospitality
management, 91, 102654.
12. World Health Organisation(2020, May15). Coronavirus disease (COVID-19):
Food businesses. https://www.who.int/news-room/q-a-detail/coronavirus-disea
se-COVID-19-food-businesses.
13. Hasan A., (2020, August 03). New skills for the 'distance economy'.
https://www.peoplemattersglobal.com/article/skilling/the-race-to-reskill-post-
COVID-19-26531.
24
Response to Contactless ‘Contact’ in
the Indian Hospitality Industry
Mr. Abhishek Roy1, Mr. Subir Kumar Malakar2, Mr. Hridyansh Vaid3
1
Assistant Professor, Amity School of Hospitality, Amity University, Haryana.
2
Associate Professor, Amity School of Hospitality, Amity University, Haryana.
3 nd
2 Year Hotel Management Student, Amity School of Hospitality, Amity University, Haryana.
E-mail Id: aroy@ggn.amity.edu, skmalakar@ggn.amity.edu,
hridyanshvaid28@gmail.com
Abstract
COVID-19 has damaged the Indian Hospitality Industry to the core.

‘Contact’ or in other words, the quintessential step that our hospitality
professionals have been taking are the basis of our industry and
something that sets us apart, but in a situation like this, unlearning the
basics is not an easy trait. We did mould ourselves as per the state of
affairs. We had to compromise with the grandeur of our Indian
Hospitality as a precautionary measure in preventing the spread of
COVID-19, but what always remained is our attitude of ‘Atithi Devo
Bhava’ towards our guests. How to not come in contact with the virus
but still providing top-notch hospitality services has been a tough nut
to crack but, with advancement in science and technology, we’ve
found ways to overcome that obstacle too.
We have surveyed 53 different individuals. Our study draws close

attention at the changing human behaviours to avoiding human
contact in hotels and tourist spots that have in them installed
fumigation tunnels for sanitation, QR code scanned check in
procedures and digital menus with pre plated meals which have over
the time become a standard pandemic protocol in many hotels and
tourist destinations across India. Diners’ response to the gaps between
the tables and chairs while dining in the restaurants where a
transparent fibre glass shield has been put in as a divider to avoid

contamination, to A la carte service which is nowadays given more
priority over buffet and encouraging contactless in room dining or
home delivery/ take away services.
Air travellers’ response to airlines compulsorily issuing a safety kit to

each passenger, which includes a face mask, a face shield, a hand
sanitizer to window and aisle passengers and an additional surgical
gown to the person sitting in the middle seat, which is whether or not
hindering with the luxury that the airlines are providing several
thousand feet above the ground and segregating the crowds into
smaller batches to prevent overcrowding in touristy spots, etc.
The various themes we’ve tried covering in this study are of

adaptiveness, being responsive to times of crises, behavioural changes,
changing trends of likes and dislikes, technological advancements,
commitment, etc. This study, however, does mention shortcomings
and further scope of study towards the end.
Keywords: COVID-19, Contactless, Human Behaviours-Contact,

Technological, Crises.
Introduction
A wet market in Wuhan, China saw the spread of the very first cases of COVID-
19 in November/ December, 2019 (Lipistch et al., 2020). No sooner did it spread
across nations globally than it was declared a pandemic in the month of March in
2020 by the World Health Organisation (www.who.int). Even India couldn’t be
spared from the clutches of the deadly virus as it saw its first case confirmed in
the state of Kerala on 30th January, 2020 (Ivanov et al., 2020). Since then, it just
saw a mighty surge in the number of cases all around the country. A nationwide
lockdown was imposed in the month of March which did include all international
and domestic air and rail travel ban to curb the number of cases. Travel was
restricted to road and that too in dire straits. It was a huge blow for the whole
hospitality sector.
But sooner the country realised that it was time to adjust according to the new
Response to Contactless ‘Contact’ in the Indian Hospitality Industry 286

normal and there were subsequent phases of unlocks after several months of
lockdown (Wang, 2015). Despite such a terrible blow, the industry did see some
chance to recover itself. Thanks not only to our face masks and sanitizers but also
to the inclusion and application of technology in the industry. Little did anyone
know that these innovations would one day become obligatory in the most loved
hotels and tourist spots. Keeping the new norms in mind and yet making
contactless ‘contacts’ was something to look up to. How convenient would it
become to scan order a Paneer Tikka or book an entry ticket to Qutub Minar from
one’s person device, that too without having to sit in a crowdy restaurant or stand
in the queues, but at the same time have it at the comfort of one’s smartphone.
Understanding and realising the change in trends especially the ones related to
technology and changing them according to the need of the hour is of more
relevance today than it was ever before. These changes will not only ensure more
efficiency in day to day operations but also help improve the customers’
experience (Rahimizhian et al., 2020b). An automated yet touchless system might
do wonders in the post COVID-19 era which might just adapt to the situations in
the future. A sense of preparedness must keep prevailing amongst individuals
should such times of uncertainty arrive again (Fipra, 2020).
Literature Review
Changing Trends
Digital and contactless nowadays have started going hand in glove as the guest
demands the same. Vouch, a tech-based concierge system, as talked before is the
future. Storing loads of data and being responsive as fast as possible are some of
the key features that set this apart from others (Ramadan et al., 2017). Minimising
the use of phone calls and trying to make the service far more than contactless, the
vouch bots have set a new standard today and our guests definitely vouched for
such a change in their hospitality services. Being so used friendly, one can do a
something from a car booking to a spa booking just through this app-based
interface. One just got to scan the QR code and one’s good to go (Hwang and
Hyun, 2016; Sandvik et al., 2014).

To have one’s pocket full, yet efficiently? For hoteliers, there’s this technology
which is equally good for as it is for the guests. Check in to check out is a process
as simple as a touch. Getting the room made up to contactless opening and closing
of doors, Jurny has got it all. One just needs a Wi-Fi connectivity and there is
absolutely no queuing up nowhere, which means complete social distancing
through the process of digitalisation of the whole duration of the guests’ stay in
the hotel (Fishbein and Ajzen, 1977).
What’s better than Google doing something for someone? Google doing
something more for someone. Volara has partnered with Google where while in
the hotel, one can easily get things done by Google that one would otherwise ask
it on one’s phone at home. From switching on the TV to turning on the music,
from making calls to setting alarms and even the room temperatures, one can
easily access all this from the comfort of one’s phone and that too in the hotel.
Content Management System, Monscierge is the name. With staff connect, Apple
TVs and connect signage for the guests, monscierge is providing seamless
connectivity and efficiency to the guests. This is what the surveyors have
demanded in the Indian Hotel’s High-End hotels.
Some technology that is even great for the travel agents, Xperium is the name
which is an app that provides contactless services from booking to check-in to
check-out. This is something that is even beneficial for the tour operators (Zhong
et al., 2020).
Prefme is a wonderful hotel booking app which helps one to customise one’s
hotel booking according to one’s likes and dislikes as one can prefer staying at a
partner hotel. With personalised services, one can customise room and travel
bookings, review bills and do a lot much more just with the comfort of one’s
smartphone. And, it’s demand has been increasing ever since it came into being in
the market (Kaushik et al., 2015.)
Industry & Guest Experience
With changing trends comes innovative ideas and with this pandemic in place,
changes towards improvement have always been welcomed by the masses. Our

surveyors felt a need of something like a robot butler in hotels in India. Back in
2016, IBM and Hilton together developed a robot concierge which aided guests in
finding anything in the hotel. Almost a human, minus a heart, Connie, even
expressed the slightest bit of human emotions and turned out to be as efficient as a
human could have been (Goldsmith and Flynn, 1992).
With a world as tech-savvy as it could have ever been, our surveyors experienced
voice assistance while checked in, artificial intelligence enabled gadgets and the
like in hotels they stayed in. Most high-end hotels have even opted for contactless
opening of doors through one’s phone’s Bluetooth. Staying in a hotel has become
as safe and as easy as asking in fact commanding Alexa or our Google Assistant
to complete a task (Webster and Ivanov, 2019).
Though, in the Indian Hospitality Industry, it has always been the personal touch
which has created that connection that lasted the longest, epitomized loyalty and
brought about a sense of warmth, but in the present scenario the guests wish to
have a more safe and secure environment with more of the automated and tech-
based services yet fancy some personalized hospitality services. (Midgley and
Dowling, 1978). Even if it is for a self-serviced facility, a guest won’t mind as
long as it is preventing them from getting affected (Wen et al., 2005).
On asking whether or not would our surveyors return back to the same hotel or
restaurant they went last time, most would come back for the personalized yet
contactless service (Kirton, 1976). With more of a mixed response on eliminating
the buffets in restaurants and promoting a la carte and even for air travel it did lack
the lavish touch it had during the pre-COVID times with more of personalized
butler service, a large number of meals. The domestic carriers have even
eliminated serving hot meals on flights. Also, with the personal protective units
provided to the passengers, they find it difficult to cope with the changing
atmospheres in and outside the aircraft.
Scope of the research- The research study was conducted to know the various
perceptions of the guests to the contactless Indian Hospitality during the COVID-

19 pandemic and their demands post the lockdown in the ‘new normal’ conditions.
The research helped us understand the behavioural changes of guests during a
pandemic like this (Hair et al., 2010).
This research can help the various stake holders in future as to what different
areas can they invest in in order to have their existing customers return and also to
attract the new ones towards the establishment (Wen et al., 2005).
Research Objectives
 To analyse the behavioural changes of the guests towards Contactless Indian

Hospitality.
 To identify what are their present likes and dislikes.
 To examine the difficulties the industry is facing with the changing trends.
 To analyse how to be adaptive during such times of crises and having a sense
of preparedness.
 To analyse the overall impacts of the technological advancements on the guests
and their responses to the same.
Data Collection
Data for the research was collected using closed ended multiple-choice questions to
understand the insights, and points of view of the respondents over social media
covering about 53 different kinds of people and taking into consideration each
one’s perspectives and perceptions.
Research Design
The study is qualitative in nature.
Sampling Design
The study uses convenience sampling. A sample size of 53 was taken. Sampling
area consisted of respondents from social media groups consisting of travellers
and hospitality experts from the field (Dijkstra and Henseler, 2015).

Limitations
First and foremost this research is based on qualitative analysis that although uses
multiple choices question type survey responses from frequent travellers, may not
work towards generalization of the results. Thus, more subject oriented responses
were anticipated rather than generalized ones to study the pandemic's impact on
the hospitality industry and its responses and also the response from the guests and
make model based estimation and recommendations rather than a review and
suggestive paper.
We could just cover the states of Maharashtra, Punjab, Haryana, Delhi, Goa,
Southern Indian States, Hill stations of Northern India and some parts of Central
India too. We couldn't cover some parts of Eastern India and the North East almost
remained untouched which comes under as the further scope of research. Also, we
couldn't consider was the countries neighbouring India like Nepal and Sri Lanka
which might as well become Hotspots of tourism in the coming years.
Conclusion
From our research work, we could prove that changing trends is directly
proportional to a guest’s changing behaviour. As we move in to the new normal-
social distance maintaining, refraining from touching the multi usable products,
we do have numerous opportunity to unlock. All in all, we see the industry
bounce back with a bang.
Acknowledgement
We would like to express our deepest gratitude to all the respondents. Last but not
the least thank you God for showering your blessings on us.
References
1. Dijkstra, T.K. and Henseler, J. (2015), “Consistent partial least squares path
modeling”, MIS Quarterly, Vol. 39 No. 2.
2. Fipra (2020), Despite Devastating Blow, COVID-19 Gives Tourism Industry
A Chance to Redeem Itself, [online] available at: https://fipra.com/update/des

pite-devastating-blow-COVID19-gives-tourism-industry-a-chance-to-redeem-
itself/ (accessed 24 August 2020).
3. Fishbein, M. and Ajzen, I. (1977), Belief, Attitude, Intention, and Behavior:
An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
4. Goldsmith, R. and Flynn, L.R. (1992), “Identifying innovators in consumer
product markets”, European Journal of Marketing, Vol. 26 No. 12, pp. 42-55.
5. Hair, J., Black, W. and Babin, B. and Anderson R. (2010), Multivariate Data
Analysis, 7th ed., Prentice Hall, Upper Saddle River, NJ.
6. Hwang, J. and Hyun, S.S. (2016), “Perceived firm innovativeness in cruise
travelers’ experience and perceived luxury value: the moderating effect of
advertising effectiveness”, Asia Pacific Journal of Tourism Research, Vol. 21
No. sup1, pp. S101-S128.
7. Ivanov, S., Webster, C., Stoilova, E. and Slobodskoy, D. (2020), “Biosecurity,
crisis management, automation technologies, and economic performance of
travel, tourism and hospitality companies-a conceptual framework”, Tourism
and Hospitality Companies, in press, doi: 10. 1177/1354816620946541.
8. Kaushik, A.K., Agrawal, A.K. and Rahman, Z. (2015), “Tourist behaviour
towards self-service hotel technology adoption: trust and subjective norm as
key antecedents”, Tourism Management Perspectives, Vol. 16, pp. 278-289.
9. Kirton, M. (1976), “Adaptors and innovators: a description and measure”,
Journal of Applied Psychology, Vol. 61 No. 5, p. 622.
10. Lipsitch, M., Swerdlow, D.L. and Finelli, L. (2020), “Defining the
epidemiology of COVID-19 studies needed”, New England Journal of
Medicine, Vol. 382 No. 13, pp. 1194-1196.
11. Midgley, D.F. and Dowling, G.R. (1978), “Innovativeness: the concept and its
measurement”, Journal of Consumer Research, Vol. 4 No. 4, pp. 229-242.
12. Rahimizhian, S., Avci, T. and Eluwole, K.K. (2020a), “A conceptual model
development of the impact of higher education service quality in guaranteeing
edu-tourists’ satisfaction and behavioral intentions”, Journal of Public Affairs,
Vol. 20 No. 3, e2085.
13. Rahimizhian, S., Ozturen, A. and Ilkan, M. (2020b), “Emerging realm of 360-
degree technology to promote tourism destination”, Technology in Society,
Vol. 63, p. 101411.
14. Ramadan, Z.B., Farah, M.F. and Mrad, M. (2017), “An adapted TPB approach

to consumers’ acceptance of service-delivery drones”, Technology Analysis
and Strategic Management, Vol. 29 No. 7, pp. 817-828.
15. Sandvik, I.L., Duhan, D.F. and Sandvik, K. (2014), “Innovativeness and
profitability: an empirical investigation in the Norwegian hotel industry”,
Cornell Hospitality Quarterly, Vol. 55 No. 2, pp. 165-185.
16. Webster, C. and Ivanov, S.H. (2019), “What do people think robots should do
in hospitality and tourism? Preliminary findings from a global study of market
segments”, Proceedings of the AIRSI2019 Conference “Artificial Intelligence
and Robotics in Service Interactions: Trends, Benefits, and Challenges, pp.
55-71.
17. Wen, Z., Huimin, G. and Kavanaugh, R.R. (2005), “The impacts of SARS on
the consumer behaviour of Chinese domestic tourists”, Current Issues in
Tourism, Vol. 8 No. 1, pp. 22-38.
18. Wang, E.S.T. (2015), “The role of player innovativeness in adopting new
online games: bidimensional and hierarchical perspectives”, International
Journal of Technology Marketing, Vol. 10 No. 3, pp. 236-247.
19. Zhong, L., Sun, S., Law, R. and Zhang, X. (2020), “Impact of robot hotel
service on consumers’ purchase intention: a control experiment”, Asia Pacific
Journal of Tourism Research, Vol. 25 No. 7, pp. 780-798, doi: 10.1080/
10941665.2020.1726421.

25
A Study on the Challenges Faced by the Hotel and its
Employees and Strategies to Overcome Post COVID-19
Jyoti1, Himanshu Sharma2, Deepak Chhikara3
1
Assistant Professor, Galgotias University, Greater Noida.
2
Associate Professor, Galgotias University, Greater Noida.
3
Assistant Professor, BCIHMCT, New Delhi.
Abstract
We heard information on Coronavirus and its adverse effects on hotel

industry. Yet, earlier, the hotel industry had to deal with numerous
crisis and viruses. The SARS virus infected the industry in 2003, for
instance. There was a 50 percent decline in hotel bookings, leading to
a fall of almost 10.4 million in international tourist arrivals, with
losses ranging from $35 billion to $55 billion. Despite the facts stated
to above, the travel industry was able to rebound and record immense
growth by 2006, with an overall contribution of $5,160 billion to
global GDP that same year. The papers reviewed concentrated on
various aspects of hotel industry, including the problems of
hospitality workers, job loss, income impact, COVID-19 spreading
Industry trends, consumer demand, prospects for hospitality industry
recovery, safety and fitness, travel activity, and consumer choice. The
truth is, this situation is temporary and is going to pass soon.
Therefore, we should plan for the future, as well as take action to
reduce the harm caused by long-term coronaviruses and to facilitate
faster recovery. Field surveys, secondary data collection, addressing
the resumption of activities are the first steps in this direction. This
study also intends to show the various challenges faced by hotel and
its staff post COVID-19 pandemic with past public health before and
after the pandemic Crisis, economic calculation of the badly effected
of the pandemic.

Employees and Strategies to Overcome Post COVID-19 294
Keywords: COVID-19 Pandemic, Hospitality Industry, Challenges,
Strategies.
Introduction
China government of Wuhan, declared on December 8, 2019, that health

authorities Dozens of new cases of the virus, known as Coronavirus disease 2019
(COVID-19), have been treated. Since then, COVID-19, a new strain of SARS
(SARS-CoV-2), has grown into a global pandemic and Spreading through several
nations. COVID-19, a highly transmissible respiratory disease, propagates. With
symptoms such as cold, fever and breathing problem through contact with other
infected individuals so many nations, including India, remain in lockdown and
continue to pursue strict steps of social distancing. Travel limitations and social
distancing will probably be recommended to continue for some time after
lockdown also. COVID-19 has adversely affected the financial, health and mental
well-being of individuals worldwide. Hospitality industry are recognized as the
main elements of global economies and the financial backbone. Without it, the
global economy will suffer immensely in the years ahead in terms of economic,
social, and mental danger aspects of people (World Travel and Tourism Council
(WTTC), 2020).Most of the companies is facing revenue and operational crises,
specially the recreation and hospitality sectors, which was completely shut down
with exception of essential services. It is anticipated that the hospitality industry
will take at least 12-18 months to recover, with some analysts predicting that
revenues will contract 25 percent-45 percent from 2019 levels by 2020.The paper
outlines key on the challenges faced by the hotel and its employees and strategies
to overcome post COVID-19. It introduces key results for the easy understanding
of the target groups in the most practical way:
1. 60 percent of the surveyed operators conclude that their portfolio will take at
least few months to rebound back to RevPAR levels in 2021.
2. During the nation-wide lockdown time, 60% of the total leading hospitality
shut down more than 70% of their inventory.

Expected time for hotel to return back to 2021 RevPar levels
13-24 months 6-12 months more than 24 months
The papers also reviewed concentrated on various aspects of hotel industry,

including the problems of hospitality workers, job loss, income impact, COVID-
19 spreading Industry trends, consumer demand, prospects for hospitality industry
recovery, safety and fitness, travel activity, and consumer choice.
Objective
1. The aim of research paper is to highlight the hospitality industry's impact.

2. The lot of challenges faced by employees in the post-COVID-19 hospitality
industry
3. Identifying distinctive initiatives to benefit the hospitality industry.
Methodology
This paper is purely based on observation, hospitality employee feedback. The

data was collected from various sources such as various hotels' corporate HR
managers, published Government of India reports, personal experience and
information from various websites (India Brand Equity Base, Tourism of India
and Times of India Newspaper data) also analysis of the latest journal selected
from both scholarly journals and online news portals. This approach provided

chance to understand the issues and thus to explain some important strategies for
reacting to the post-crisis pandemic.
Limitation and study forward
Much of the literature review and discussion in this article focuses on media
reports, peer-reviewed article comments, and analysis letters that are frequently
written and published to show the benefit of hindsight in the case of hospitality
and tourism literature, given the availability of multiple empirical research papers
to analyze the past of hospitality and tourism literature.
Challenges faced by hotel and its employees
It is likely that the hospitality industry would be hit hard. In the corporate,
Meeting, Incentives, Conference/ conventions and Exhibition and pleasure
segments, have many large-scale cancellations. For now, there is still a minor
decline in the industry in India's level 2 and level 3 hotel markets. Occupations in
at least the first half of March were only partially lower, considering the spread of
the virus in some nations.
Impact on job in hospitality industry
The WTTC recently warned that the COVID-19 pandemic could be badly effect
on travel and tourism industry cutting 55 million jobs international. Many
employees could not go to their workplaces or perform their employment, which
has an impact on salaries, particularly for part time and casually working workers.
Restriction on travel, all most every border were close and quarantine steps was
main reason people were not travelling. In view of the current environment of
uncertainty and apprehension, companies are likely to delay acquisitions,
purchases of products and employee recruitment. According to data and survey,
majority of employees were unemployed in Indian hospitality industry. The
Indian hospitality industry is looking at pan-Indian bankruptcies, company
closures and unemployment as a result of this pandemic.

These Industries suffered the biggest job losses
in the month of April
0
-1,000,000
-2,000,000
-3,000,000
-4,000,000
Series 1
-5,000,000 Column1
-6,000,000
-7,000,000
-8,000,000
-9,000,000
A large part of the labor force sees domestic-mass immigration because of

uncertainty, which means that many hotel frontline employees might have
migrated back to their native regions. Temporary work forces will be the first to
shrink, after which the effects would be felt by permanent staff as it can be
difficult for hospitality companies to reduce costs. This would result in an
overwhelming amount of workers leaving their business to go where the cash
flow is faster. This global migration will have an enormous impact on the talent

pool and will not recover until confidence is restored by employers and
governments alike. Only by a compassionate approach adopted by companies will
the workers be protected.
Low Occupancy
The business of the hospitality industry is worse than 26/11. Sales are already
down by 70 percent in the march of 2020. The hotels are completely empty due to
lockdown. 2020 and 2021 are forecast as the worst year in the history of
occupancy.
Hotel Occupancy rates

2015-2021
80%
60%
40%
Series 1
20%
0%
2015 2016 2017 2018 2019 2020 2021
Impact on Health
Infected person can affect people around him. They can be infected with COVID-
19 symptoms in extreme cases death can also happen. This is applicable for both
hotel employees and guest.
Strategies to overcome
1. All workers of hotel industry should wear gloves and masks.
2. To reduce human contact, self-service and robot should be promoted to the
greatest extent possible.
3. Self-check-in and eb check in with codes given for open assigned guest rooms
on the guest's gadgets.

4. Guest mobile apps should be able to attach to all the buttons and switches in
the room. It will include room temperature control, switching on/off lights,
shower temperature control, television remote, etc.
5. Have gourmet pantries on the floor with food dispensers. Guest will more use
of in-room dining.
6. Invoice or final bill should reach at guest mobile app at the time of check out.
7. Self-monitoring fever gadgets should be at entrance of hotel.
8. For both hotels back house and hotel front house areas, new cleaning
protocols are being developed. Cleaning rooms thoroughly, particularly high
touch points, such as door knobs, switches, remote TVs, air conditioning
switches etc. Some brands suggest taping doors to properly cleaned and
sanitized hotel rooms to provide comfort to incoming guests.
9. Higher cleaning frequency for public areas such as stairs, elevators, foyer,
swimming pool, coffee shop, etc.
10. In high traffic areas, such as doorways, lift, foyer clearly visible hand sanitizer
dispensers and disinfectant cleaning wipes enable guests to clean their hands
and knobs before/ after use.
Conclusion
A systematic and comprehensive review should be performed during this

lockdown period to ensure that business recovery after lockdown occurs in a safe
and effective way. While the hospitality industry has weathered many storms in
the form of SARS, swine flu and the like, the current situation is still "novel."
Versatility and adaptability will go a long way in order to ensure effective
navigation of the road towards recovery.
The acceptance of such developments by the consumer will, however, be crucial

in finding the light at the end of the tunnel. Employers and governments who
remain associated and concerned with their resources can prefer to keep a
majority of their employees, thus reducing the pressure on their HR cycle and
giving them a competitive advantage.

References
1. Benjamin, S., Dillette, A., & Alderman, D. H. (2020). “We can’t return to
normal”: committing to tourism equity in the post-pandemic age. Tourism
Geographies, 22(3), 476-483. https://doi.org/10.1080/14616688.2020.1759
130.
2. Brouder, P. (2020). Reset Redux: possible evolutionary pathways towards the
transformation of tourism in a COVID-19 world. Tourism Geographies, 22(3),
484-490. https://doi:10.1080/14616688.2020.1760928.
3. Carr, A. (2020). COVID-19, indigenous peoples and tourism: a view from
New Zealand. Tourism Geographies, 22(3), 491-502. https://doi.org/10.1080/
14616688.2020.1768433.
4. Cheer, J. M. (2020). Human flourishing, tourism transformation and COVID-
19: a conceptual touchstone. Tourism Geographies, 22(3), 1-11. https://doi.
org/10.1080/14616688.2020.1765016.
5. Browne A., Ahmad S., Beck C.R., Nguyen-Van-Tam J.S. The roles of
transportation and transportation hubs in the propagation of influenza and
coronaviruses: a systematic review. J. Travel Med. 2016; 23(1) tav002.

26
COVID-19’s Impact on Aviation and
Hospitality Industry in India
Bharpur Singh1, Arvinder Kaur1, Vincy Rana2
1
Assistant Professor, UITHM, Chandigarh University.
2
Vocational Trainer, Government Senior Secondary School, Baldhar, HP.
Abstract
The aim of this paper is to examine how the aviation industry has
been seriously impacted by the COVID-19 outbreak. The lock down
had shattered the country-wide and multinational lever in the aviation
industry. This created a shortage of jobs for 28 million industry-
related individuals. Crores of Indians is tied to the aviation industry
directly or indirectly. And before locking-out, more than 35% of
workers were placed on leave without pay by several airlines and
traffic providers.
In 2018, the travel and tourism industry represented 9.2 percent of

India's GDP. According to the MakeMyTrip online travel site, the
adjusted cash loss for the quarter ending on the 31st March was down
to $5.5 million. In part in the fourth quarter of FY20, the market for
consumer travel was poor as a consequence of the COVID-19
pandemic. The industrial association requested a series of central
government relieves including a three months extension to six months
for RBI's loan repayment proposal and a one year full GST exception
for the aviation, travel and hospitality sectors.
In several cities not only in India but also around the globe,
lockdowns were performed. This is the cause of the aircraft industry.
In the aviation sector, five crore jobs may be missing according to the
World Travel and Tourism Council (WTTC). 25% of bookings for
aviation will be cancelled by 2020. The aviation industry loses a great
deal in such a scenario. According to the WTTC report, the recovery
COVID-19’s Impact on Aviation and Hospitality Industry in India 302

from aviation would take around 10 to 12 months. Since they've been
scared and they're trying to stop going overseas. In all states of the
world, including Himachal Pradesh, Kerala, Agra and Western
Bengal, tourism was affected.
Keywords: Indian Aviation, Travel, Lockdown, Hospitality,

epidemic and CoronaVirus.
Introduction
This is presently generally accepted that the COVID-19 virus (also known as the
Valley Fever virus) was first testified in the Wuhan Times on December 2019. It
was recognised by the Chinese authorities as a novel virus in January 2020. The
United Nations recommended the declaration of World Health Organisation at the
end of January 2020 as a PHEIC (Public Health Emergency of International
Concern). Symptoms and severity of the illness occurred in particular regions of
China over a certain time span. After the initial delay in the source region
(Wuhan), the Chinese government began making attempts to regulate the
epidemic. However, the symptoms of the illness gradually acquired other regions
of China and started affecting other countries after the initial delay in the source
region (Wuhan). The WHO Director General uses the word “infodemic” to refer
to the global pattern in health security supplemented by information technologies
to boost the responsiveness of health institutions and preventively and rationally
change the life expectancy in order to deliver world health in the 21st century
according to a bill called CG70/3 of the French National Assembly of 20
December 2017. WHO representatives have expressed questions about the
amount of transparency that is going out and the impact it would have on the
public. In many different countries, there have been reports about it and people
are circulating them on social media. On 11th of March 2020, Worldwide Health
Organisation (WHO) announced the coronavirus C7 variant as a worldwide
pandemic, and in 30-April 2020, at 212 countries and territories, all over the
world, have transmitted as the coronavirus C7 (CoV-7) that emerged from
Wuhan, China.
As one of the CDC's studies show, the number of infected people is increasing

very fast, and the fatalities will also continue to do so. Deadly infections have
received the most coverage and there is report that there are more than 2 Million
people in critical circumstances around the world right now. More than 31.8
million people are affected by it. At this time it is difficult to know the
magnitudes of the distribution. Confident they will take more details as more
advances on the severity of the infective.
 Fast rate of transmission: Within four months the outbreak has spread
widely and is taken into account as a worldwide pandemic. The accelerated
propagation of this epidemic is like that of global transportation, as is the case
of lower-class residents living in a global society. It is confirmed that there is
a very high probability of dissemination of this disease.
 Angled and low: immune individuals are more vulnerable research suggests
that the ageing population and those who have low immunity (with diabetes or
other chronic disease) are more susceptible to this novel virus.
 Differential recovery rate: Although the worldwide average of recovery rate
is relatively low (like 28 to 30 percent), entirely different countries have
differential recovery rate. Whereas China, Korea, Japan have the relatively
high average recovery rate, Europe, Iran, USA have the comparatively poor
average recovery rate. Of course, each version will adjust and develop over
time. Hopefully it gets better very quickly!
Over the last few weeks, there have been many emphasised terms, many of the
them are the same as “community spreading”, “physical distancing”, “self-
isolation”, “15 days quarantine”, “lockdown”, “break the chain” and many more.
Usually, both of these antibodies are used for one reason, which is to avoid the
virus from spreading. Though there are noted countries that use medication from
other countries (without proper confirmation); there is no medicine that is given
given to treat this virus, or no vaccines are available on the market for COVID-19
as of April 30, 2020. As a result, in order to avoid the transmission of the
epidemic, we must be overcome by widespread isolation from social events and
quarantinements of the confirm outbreaks. For this approach to succeed, there
would need to be good governance and a strong collaboration between the
government and scientists; technology needs to be used in creative ways; and the

society needs to be united. The paper/research used interesting evidence to assess
how country-based disease interventions have been able to impact the rate of an
outbreak.
While recognising the importance of governance and citizen awareness/

particpation, and penetration of technology to differ from country to country, this
paper makes a modest attempt to examine the experiences of East Asian countries
(China, Japan, India, Europe and Kong). A comparative study of the main
governance decision is done and their associations with the dissemination of the
trojan virus within these three countries are known. A fundamental truth is that no
matter how daunting a personal challenge, no matter how impossible a dream, no
matter how insurmountable the odds can seem, all life is infinitely valuable, and
all life is worth preserving, and all life is sacred.
Proactive Prevention Activities

 To prevent infection and to slow transmission of COVID-19 a Novel Virus,
do the following:
 Cleaning your hands regularly with soap and water or rubbing alcohol-based
hand lotion will help avoid sickness.
 There should be a minimum of one meter space between you and people
coughing or sneezing.
 Take your hands off your forehead.
 Put a cover up over your mouth and nose while coughing or sneezing.
 When you are getting great, stay home.
 Don't smoke and prevent any harmful things that will damage the lungs.
 To further minimize the risk of being exposed to a large number of people,
exercise physical distancing by preventing excessive travel and staying away
from large numbers of people.

Table 1.COVID-19 Indian State wise Status upto 30th April 2020
State / UTs Confirmed Active Recovered Deceased
Maharashtra 10498 8266 1773 459
Gujarat 4395 3568 613 214
Delhi 3515 2362 1094 59
Madhya Pradesh 2719 2100 482 137
Rajasthan 2584 1690 836 58
Tamil Nadu 2323 1038 1258 27
Uttar Pradesh 2281 1685 555 41
Andhra Pradesh 1463 1027 403 33
Telangana 1039 572 441 26
West Bengal 795 623 139 33
Jammu and Kashmir 614 390 216 8
Karnataka 576 319 235 22
Kerala 497 110 383 4
Bihar 426 342 82 2
Punjab 357 248 90 19
Haryana 313 101 209 3
Odisha 143 101 41 1
Jharkhand 111 88 20 3
Uttarakhand 57 21 36 0
Chandigarh 56 39 17 0
Assam 42 12 29 1
Himachal Pradesh 40 11 28 1
Chhattisgarh 38 4 34 0
Andaman and Nicobar 33 17 16 0
Ladakh 22 6 16 0
Meghalaya 12 11 0 1
Puducherry 8 3 5 0
Goa 7 0 7 0
Manipur 2 0 2 0
Tripura 2 0 2 0
Arunachal Pradesh 1 0 1 0
Mizoram 1 1 0 0
Source: https://www.mygov.in/COVID-19

The Government of India has taken all necessary measures to ensure that the
health and law enforcement authorities are well prepared to face the risk and
danger raised by the rising pandemic of COVID-19 the Novel Corona virus. With
the active support of the people of India, we have been able to contain the spread
of the Novel Vogues in our region. The most critical thing is attempting to deter
the transmission of the virus is that, if everyone in the local level is empowered
with the right knowledge and the State's advisories then, the virus will be
prevented from spreading.
Hospitality
The hospitality and travel industries have undoubtedly taken the hardest blow,
with hourly staff facing possible crippling hardships to their family's well-being.
Marriott International has more than 174,000 staff and is poised to put between
tens and hundreds of thousands of jobs on furlough. On March 5th, Hilton
Worldwide had already told lenders that they would be investing $1.75 billion,
which would retain the creditworthiness of the hotel chain, as well as their staying
power in the increasingly competitive global markets.
Hotel industry income per available room in the United States for the week ended
7th March 2020 dropped 11.6 percent, while in China occupancy rates for Air
BnB and Airbnb holiday rentals fell by nearly 90 percent. Although most hotel
chains are struggling to beef up their businesses in lieu of the Trump tariffs, many
others, including MGM Resorts, are requesting the government's assistance with
employee payouts, which may include up to six years of salaries. Previously
MGM Resorts International has announced a brief pause of the operation of its
Las Vegas facilities, with hotel operations closing on 16th March, and casino
operations closing on 15th May for the second time this year. From March 1 of
this year, hotel occupancy fluctuated significantly, dropping down from 60% to
35%. Italian cities like Rome have been unwittingly impacted with a new
occupancy rate of 6 percent, whilst London is the most stable with an occupancy
rate of roughly 47 percent. The COVID-19 crises, which means "rent a room out"
in Portuguese, have inadvertently contributed to foreign distortions in the
hospitality industry and major slumps in the European hotel market.

Aviation
Travel agencies are dealing with growing decreases in travelling numbers when
opposed to last year when hundreds of passengers have either opted out or are
staying home following the government's attempt to discourage nonessential
travel. Around the globe, border checks are on the rise. Now in the US, all foreign
nationals from China, India, Iran, and others EU countries are not given entry.
This ban is for anybody who has visited these particular countries during the 14
days previous to their US travel. The Foreign Office has urged all British citizens
to stay "at home" during the Ebola crisis in Liberia. In any potential remedy, the
President of the European Commission had offered to extend the travel restriction
said to start December 1, 2015 for 30 days. The same travel restrictions have
similarly been enforced across Asia and Africa.
In the light of this latest study in the Times, Malaysia Airport estimates that
international passenger traffic will drops by 30% for February. In recent time,
Airlines for America wished to obtain a federal bailout encompassing $25 billion
in grants, $25 billion in loans, and substantial tax relief in order to ensure its
existence. Airline firms that are headquartered in the United Kingdom have
already applied for an urgent £7.5 billion loan to ensure that their activities
proceed. Acts of austerity in the European Union have been implemented
throughout recent months. As a result, decisions governing aviation safety and
airport service have been subject to agreement. The Dutch national government
has already had to enforce (and temporarily halt) Air France acquisition of KLM
and the re-activation of Amsterdam's Schiphol airport, while the Italian
government has also taken direct ownership of troubled airline Alitalia.
Lockdown had Had Disastrous Impact on Hospitality Sector; Government

Support Needed: Industry
As a result of the lock down and containment of COVID-19 within the country, it
has severely affected the hospitality sector, particularly hotels, hotel managers
said.
The effect would be catastrophic. The hotels are companies that are very capital

intensive and also have very high fixed charges," Lemon Tree Hotels Chairman
and MD Patanjali G Keswani told PTI.
The capital-intensive part of health care is the debt servicing and most health care
providers continue to service debt with the interest costs and settlements. There
are labour costs involved with hotel management that include several fixed
expenses, such as salaries, along with other government charges, such as salary
contribution, corporate taxes, etc. Indian hospitality industry was largely at
capacity and by the end of February, the occupancy rate of hotels had fallen to 65
percent to 70 percent. The first few days in March the stuff were going well, until
they began accelerating and until the occupancy had gone down to the lowest. The
occupancy in India is very poor relative to the rest of the country. In the hotel
industry, hotels would have to either stop working or work at a very reduced pace,
he said. Not only did the government order companies to not lay off workers and
cut salaries, it also demanded they not make foreign investments. It is to our
benefit that the market is rising so quickly, until you have access to capital. Once
you have access to capital, it would expand quicker by itself. The government
took a good first step to launch a moratorium on interest and theory repayment to
give more time to oversee the situation. The concern is that the condensed time is
too short. It isn't advisable to act on the basis of three months. It is the ideal for
government to have a 12-month ban cycle during which the money you aren't
paying is added to the debt." -Janice Rogers went on to outline her rationale in
adding this in a debate on Aug 20, 2011. The sector is having a hard time and its
participants are struggling to find ways to live without federal help to the point of
making payments, but rather than making payments, they have turned to the
government to apply for waivers and have the government write off installments.
Similarly, Cygnett Hotels and Resorts founder and CEO SarbendraSarkar said,
"The lockdown has had a more detrimental effect on the hospitality industry. It
seems that reservations for the company are down drastically and cancellations
are on the rise, too. The RBI's three-month moratorium had come as a relief, but
we hope that the government will soon provide us with plans or incentives that
will allow us to continue. Although business counsel and Cygnett press the
ASHRAE Foundation and ASHRAE for an update to the new regulations,
company action on management aside, it's evident that tangible measures are

being taken to secure client data across the world. Stating that COVID-19 had
seriously impacted the industry, Bird Group ED Ankur Bhatia said, "With
occupancy crashing to below 5 percent against 95 percent last year due to the
unfortunate impact of COVID-19 mayhem, the aviation industry was in the front
line and is the hardest affected. Of course hotels will go out of business under this
kind of pressure. There have been several initiatives put out by the union to give
the workers an incentive to stay in their jobs, as well as to ensure they are looked
after. "We are very pleased with the government's recent decision to approve a
three-month moratorium on loans. The moratorium on capital and interest
repayments of loans taken by the registered companies will improve the situation
now as some of the payments were due at the end of March; note, this statement
says to be vigilant to monitor the time frame. Owing to the health problems the
world has faced, particularly with respect to the Ebola virus, tourism has seen an
increase across the globe. I have heard from many hotels and resorts who have
seen a noticeable rise in stays and sales, with the travel industry being one of the
best impacted sectors of the industry. Further to the new RBI regulations on
'Bank' and 'Non-Bank' Financial Firms, the UPA's government has asked the RBI
to encourage a full phase out of all non-banking financial companies from January
1, 2015. (Private-Owned Rental) However, this is not a drawback to the model as
the tenants have not accrued any value to it, so it is not a deterrent to the operators
at the large. I assume we will see a change in how stuff in Japan is handling what
is happening in the rise in travelling on Tepco's and the IAEA's after the cases are
finished with.
Coronavirus impact: Hospitality industry to suffer losses up to Rs. 620

crore
Due to the outbreak of Middle East Respiratory Syndrome Coronaviruses

(MERS-CoV), the Indian tourism industry will lose a minimum of 620 highest
sum of Rupees. The hotel chain and standalone hotel segment is looking at losses
over Rs.130-155 crore, while the alternative accommodation segment is expected
to make losses of over Rs.420-470 crore. Layoffs of ‘casual workers' or
‘contracted staff' may be gone at any point, a research suggested.

Hotelivate, a hospitality consulting company had in a study said that the Indian
hospitality industry is expected to be struck very hard. Ever since the study was
made, they have indicated that hotels that use the fiscal year fiscal regime this
means that the stock market will go down or that there will be a weaker number of
hotel stock. According to the report, the Indian hospitality industry had also
managed to retain its leading position in January. The 2014 snow season has
began to show signs of regeneration since February of 2014. In addition to a fall
in revenue in May, June, and July, businesses are having a rough time making
profits as they go shopping in the second half of March. “March has borne the
brunt of much of the corporate, MICE and leisure cancellations in the month of
March. It has been reported that the losses for the company are almost entirely
focused at the top eight markets. Various Tier Two and Tier Three hotel markets
in India continue to see a minor deterioration in industry for now, and
occupancies in at least the first half of March were only partially lower
considering the spread of the virus in some states”, it said. Much like the new
United States administration, really many countries around the world have closed
their doors and withheld visas until April 15. Several international airlines have
scaled down attempts to fly in Indian destinations. Centered on domestic and
foreign travel, Indian airlines have briefly suspended flights to and from certain
destinations. All of this legislation is set in effect by the government in order to
allow everybody to work from home. According to the study, in this ‘best case
scenario' of the viruses effect only being seen devastating for the next two to three
months, our estimates are that the weighted impact of this situation is likely to
erode the blended nationwide occupancy (in calendar year 2020) by around 18-20
per cent, while the blended nationwide Average Daily Rate ADR will see a
decrease of 12-14 per cent this year. If tourists skip the hotel stay, then it will
definitely have a ripple impact on income from food and beverage, visitors and
other commissions. Business Line had estimated that the total business and
summer holiday bookings are expected to be affected by 25 percent on a year-on-
year basis, according to industry estimates. The Indian standalone and chain hotel
segment had over 1.4 lakh rooms which accounts for only 5 per cent in the hotel
industry segment. The people working on the study say that as of now, the total
loss of revenue on the about 140,000 hotel rooms across the country would be in
the range of Rs.130-155 crore. “This amounts to 27 per cent to 32 per cent erosion

in the total sales as opposed to last year.” In most of the tourist places in the
country, the hospitality industry is dominated by B&Bs, guest houses, "it is our
estimation that there will be quite a dramatic reduction in revenue (in the
country's travel & tourism industry) of somewhere between Rs.420-470 crores."
for the remaining of the industry as a whole. It has also been claimed that the
larger aviation industry in India contributes to about 10 percent of the GDP
(approximately US$275 billion). It may not be an exaggeration to assert that all
the revenue that will be raised will have a painful diminishing impact if FDA-
1120 does not come to a halt this year. In addition to the locals' high un- and
under-employment, even a 15 to 25% of the employees of the various branded
hotels in India are either self employed or contract workers, which can place them
in an insecure situation. It is not evident to most people, considering the huge
workforce of cruise liners, that about 8 to 10 percent of the total workforce of the
global cruise liners are Indian. Patients who take on the role of leadership in the
chain will be the weak link in this chain and it will be very easy to bring them
down.
First Impact: Travel and Tourism
Last year, the travel and aviation industry was already feeling a serious recession,
which could worsens when the slowdown actually hits.In January, the number of
international visitors who come to Spain was at its lowest in a decade.In the past,
it has been a storm of cancellations, he explained, as the industry has gone
international, making announcements to and from the media, public health
activists, and many others. "International tourist arrivals are down by about 67
percent annually in the January-March quarter, while domestic tourist arrivals are
less by about 40 percent," Sarkar said to Bloomberg. While several states have
prohibited non-US residents from entering, many passengers are now seeing that
they are hesitant to go farther than they need to, their welfare being the primary
concern. Madhavan Menon, the chairman and C.E.O. of Thomas Cook Travel
B.V., said that travel to domestic destinations still remains strong. Hoping to
temper some of the effect of reduced overseas travel, the company had launched
goods to replicate international destinations, he added, adding that there is
demand for travel to some parts of the region, including Jammu & Kashmir.

Though international travel has its risks in terms of added value, domestic travel
would outweigh at least some of this in the long run. At this time, airlines have
already begun to alert decreased traffic. In the latest filings with the US Securities
and Exchange Commission, Inter Globe Aerilogies Ltd. (IATA code: IN) said that
the traffic figures had begun to decline. While we as air carriers, in the past few
days, have seen a 15-20 percent decline in our regular bookings, the organisation
confirmed in recent earnings that there is a disruptive change underway and that
the decline is “potentially material.”Of the multiple industries impacted by
decreased tourism, the hospitality industry will also suffer. On March 6, on their
Q3 analysis, the stock was downgraded by stock-market analysts due to
uncertainty about the weakness of the Scandinavian economies and "towards a
more mixed evolution" in sales (spending). Whereas domestic aviation may see
an increase on a piece in outbound travel, the recent cases in India will restrict the
potential as well, the note also said. Government figures show that monthly
international tourism arrivals (FTA) fell by 11.7 percent compared to the previous
month, and by 6.2 percent compared to the previous year. This is a sizable rise
compared to February last year (10.87 lakh), and has been rising for some time
(11.18 lakh in January 2020).The number of tourists to the Statue of Unity
dropped by almost 38% in the period of January to February, and the revenue
received in that period was anything in the order of Rs.5 cr. less. The
Archaeological Survey of India (ASI) has 3,691 sites that are registered with it, of
which 38 are world heritage sites. As per the information provided by the ASI, the
overall revenue from ticketed monuments in the previous fiscal year was
Rs.244.89 cr. in FY18, Rs.302.34 in FY19 and Rs.276.78 cr. in FY20 (April-
January).
According to Dr. Vasant Kumar Swarnkar, Superintending Archaeologist of ASI,

Agra Circle, at the Taj, while the the overall number of tickets sold were not
significantly decreased between last winter and current season, the population did
not suffer under a decline. “On a website in total, we sell over 22,000 tickets to
foreigners per year. In March, during a time in which we were not able to sell
more than 16,000 tickets, he said. The previous Wednesday, the Taj was shut
down and the other pages were ordered shut down as well. Two days back prior to
the closure, we just were able to manage to sell an average 8,000 tickets on a

regular basis,” said Swarnkars. That's right, in reaction to the Manchester
bombing, the Government is following the rest of the country by implementing a
national lockdown.
Way forward
While the world is still struggling with the pandemic, the number of confirmed
cases and casualty is growing higher, the East Asian examples and analysis draw
a few important lessons as follow:
Pandemic is a worldwide problem that needs to be tackled locally. One of the key
issues with the rising inter linked world is that it makes it very possible for the
internet to spread viruses very easily, thus, rendering it a global pandemic. What
the various experiments revealed are different methods in the propositions. Thus,
one thing must be kept in mind; there is a difference of health services, i.e. caring
for emergency conditions as opposed to the usual health care. Here, our
government has begun to use technologies in an orderly manner to target not only
the pandemics that are abroad but also those that are specific in this country.
Varying types of innovations need to be tied together in a constructive way. The
COVID-19 in East Asia demonstrates that compared to medical technology, a
significant number of people use new technologies. The study points out that the
need for converging the health response, emergency response, and disaster risk
mitigation could be best articulated if the health response, emergency response,
and disaster risk were better recognised and combined. They finished the analysis
and concluded that existing processes and techniques for disaster resilience (as
illustrated in the SFDRR) will improve responses to epidemics or emergency
situations. A worldwide pandemic known as COVID-19 Any of the
recommendations are for creating a relevant agency call the "Office of Disaster
Risk Management", which will facilitate the investigation of hazards and the
monitoring of disaster threats, particularly in humanitarian areas. In addition, they
propose to the strengthening of community-level disaster preparedness and
response through strengthening the relevant organisations through education,
training and assistance in emergency management. A proper health risk
assessment is required to include all potential health harms, projected exposures,
habits, regulations on electronic smoking. Social media has become a pool where

often misleading and toxic news stories are exchanged, regardless of the national
boundaries. The constant impact that social media creates on one's life will lead to
confusion of one's own views, perceptions, or facts. The magnitude of the
negative effects of false news is well researched and known by the larger
population, not only as a means to deter this pandemic from happening, but as a
way to combat the negative problems that could result from the occurrence
overall. The ramifications of this pandemic are far more ranging than we could
realise, and seems like (there is) unanimous consensus that an economic crisis is
the price we must pay. There are already sectoral impacts that are prevalent in
different countries, particularly in aviation and hospitality sectors. Microsoft
Small and medium Enterprises (MSMEs) are probably the most hardest hit in all
the countries that require special economic revival packages because of the
massive government sponsored incentives for other sectors that we should have.
Socio-psychological impacts and lifestyle changes: Country wide or partial local
down in cities have initiated a new work culture in East Asian countries, as well
as in most of the other countries. Nowadays, tele-work is becoming more popular,
online meetings, online classes in the universities are becoming normal, and on-
line education for school children is becoming more apparent. As a result of
culture transition, there has been a life-style change in many countries and
societies. These changes reinforce the need to take into account the value of
looking into the socio-psychological and behavioural consequences of tobacco
drug use.
References
1. https://COVID19.who.int/region/searo/country/in (Accessed date: 2nd May,

2020).
2. https://www.worldometers.info/coronavirus/countries-where-coronavirus-had-
spread/ (Accessed date: 2nd May, 2020).
3. Maria Nicola, ZaidAlsafi, CatrinSohrabi, Ahmed Kerwan, Ahmed Al-Jabir,
Christos Iosifidis, Maliha Agha, Riaz Agha, The Socio-Economic
Implications of the Coronavirus and COVID-19 Pandemic: A Review, Page
No. 11-13.
4. Deblina Roy and SarvodayaTripathy, “Study of knowledge, attitude, anxiety

& perceived mental healthcare need in Indian population during COVID-19
pandemic” Page No. 2-5.
5. Rajib Shaw, Yong-kyun Kim and JinlingHua, “Governance, technology and
citizen behavior in pandemic: Lessons from COVID-19 in East Asia” Page
No. 1 & 6.
6. John Hopkins (2020): COVID-19 resource center, available at: https://corona
virus. jhu.edu Accessed on 30th April 2020.
7. WHO. Rolling updates on coronavirus disease (COVID-19). available at:
https://www.who.int/emergencies/diseases/novel-coronavirus-2019/events-as-
they- happen; 2020, Accessed date: 30th April 2020.
8. MHLW. The infection control measures taken at the Cruise ship “Diamond
Princess”. available at: https://www.mhlw.go.jp/stf/seisakunitsuite/newpage_
00001.html; 2020, Accessed date: 2nd May 2020.
9. PRC (2020): Persol Research and Consulting Company Survey of Telework in
Japan for COVID-19.
10. MFDG. D.U.A process for COVID-19 in Korea. available from http://blog.
naver.com/kfdazzang/221874407188; 2020, Accessed date: 30th May 2020.
11. MoIS. Self-quarantine safety protection app. available from https://www.
mois.go.kr; 2020, Accessed date: 30th May 2020.
12. https://www.cdc.gov/coronavirus/2019-ncov/symptoms-testing/testing.html.
(Accessed date: 15th March, 2020).
13. R. Yan, Y. Zhang, Y. Li, L. Xia, Y. Guo, Q. Zhou, Structural basis for the
recognition of the SARS-CoV-2 by full-length human ACE2, Science (New
York, N.Y.) (2020), https://doi.org/10.1126/science.abb2762 Mar 4. 2020.

27
Dauntingly Dashing Debutante on Dart during the
Depressing COVID-19 Pandemic in Hospitality Sector
Dr. Disha Khanna
Deputy Dean, Faculty of Liberal Arts, GNA University, Phagwara.
E-mail Id: dishakhanna81@gmail.com
Abstract
Women though always termed as a weaker sex, but are always better
placed, better adjusted and well organised not only in their mental
framework but also emotionally. In this current scenario, when the
world is stuck badly under the COVID-19 pandemic lockdown, these
impeccable women are still making the best of their time in their
much priced possession of ‘Serving’ not only to their family, but
boxed her charts in the Hospitality sector. In the current research
ordeal titled “Dauntingly Dashing Debutante on Dart during the
Depressing COVID-19 Pandemic in Hospitality Sector” sincere
endeavours have been put forward in showcasing these women
whether working professional of any stature, especially in the
hospitality sector or homemakers, have made umpteen utilisation of
their precious wee hours. The paper highlights the multifarious ways
grabbed by the dauntingly flamboyant women in ‘Making the Hell of
Heaven, but nor the Heaven of Hell’ as stated in John Milton’s
Paradise Lost.
Keywords: COVID-19, Dauntingly, Debutante, Flamboyant,

Lockdown, Pandemic.
“I am not a cigarette that you will smoke and crush, I am a drug baby
and you will beg for me.”1
Anonymous

The above opening quote bespeak of the power a woman of the new era holds
these days. Gone are the days when a woman was just considered to be a piece of
furniture, readily available for the major three industries to be executed at her
end- basic needs of the family, household chores and flesh to be enjoyed at the
end of the day.
As aptly commented by Simon de Beauvoir: An Existentialist philosopher in The

Second Sex, “The woman becomes the absolute other, inessential, its being
depends on the recognition granted to it man. The woman gives life, while the
man risks his life, which, in Hegel, is the sign of victory of conscience over the
other. The woman is seen by men as a reproductive organ, and not as a rival in the
struggle for recognition. The woman remains at the level of animality is why,
according to Beauvoir, motherhood refers to the subjugation of women in this
case.”2
The flamboyantly strong woman of the day loves herself and will automatically
stop trying if she feels unwanted and disrespected. She won’t fix it or beg it
anymore; rather she will simply walk away the aisle. She does whatever it takes to
make it through one more day. She is not a sinner or a saint. She is a woman, a
warrior, with the soul of a survivor and a heart that’s in search of peace and love.
And for a woman, who stands exhausted after the whole day’s work still stands
brimming with energy and positivity, but all she needs is a dash of deep reverence
and a few praiseworthy words of love to make her day stand totally complete. In
the words of Sheryl Sandberg, “I want every little girl who’s told she is bossy to
be told instead that she has leadership skills.”3
With the outbreak of the deadly COVID-19 pandemic, the zealot and
endeavouring women across the globe have been put inside the four walls of her
home. Inapt it would sound in her case if we label it as “the new women are put
behind the fetters”4. Truly commenting and self-witnessing, it is rather the men
worldwide, who are on the onset of breaking down by being confined within the
restricted arena of family.
Sans any apprehensions, the women may also have found it indeed challenging to
execute all her roles and responsibilities with the constant pressure of family

Depressing COVID-19 Pandemic in Hospitality Sector 318
bickering, but she has been and will be pursuing and utterly accomplish all her
multifarious subject positions in the best of her capacity. And as rightly said by
Simon de Beauvoir, “All oppression creates a state of war; this is no exception."5
During this pandemic, the woman enclosed in the house, has left no stone
unturned in performing all her family and professional chores selflessly. For her
whether working or not, there seems no reversal in her daily karma except the
treatment that she’s been rendered by other members of the family towards her.
She is executing all her responsibilities in the most fidel manner ranging from
getting up early, extracting time for her own self love and healing to washing,
cleaning, cooking, caring, pampering and if a working professional then
managing all the latest and trendy IT fervour and vogue of Zoom meetings and
constant webinars and scheduled sessions.
As the French philosopher, Michel Foucault says, a woman performs different

subject roles that of a daughter, sister, wife, mother, mother-in-law, mentor,
guide, teacher, philosopher; and to your utter bewilderment, she has performed all
the subject positions the most amazingly and flawlessly. “I don't feel that it is
necessary to know exactly what I am. The main interest in life and work is to
become someone else that you were not in the beginning.”6
"To emancipate woman is to refuse to confine her to the relations she bears to
man, not to deny them to her; let her have her independent existence and she will
continue nonetheless to exist for him also: mutually recognising each other as
subject, each will yet remain for the other another. The reciprocity of their
relations will not do away with the miracles-desire, possession, love, dream,
adventure-worked by the division of human beings into two separate categories;
and the words that move us-giving, conquering, uniting-will not lose their
meaning. On the contrary, when we abolish the slavery of half of humanity,
together with the whole system of hypocrisy that it implies, then the 'division' of
humanity will reveal its genuine significance and the human couple will find its
true form."7
Be it any devastating circumstance comes on a woman’s way, she is always

courageous enough to face it dauntingly with all her might and comes out of it

victoriously. As with the unprecedented scenario of COVID-19 , the women in
the Hospitality sector had a major setback. In Hospitality industry, women always
hold an eminent place in the forefront. Women are always at the helm of affairs
and are the first interface when it comes to customer’s satisfaction. But during the
pandemic, the women took a u-turn and established themselves over the virtual
platform. Though she is been considered to be a weaker sex, but in matters
pertaining to mindfulness and vigour, she is always better and a way ahead than
men be it in her close family , wider circle of friends or at the professional front. .
Even Gurbani, the sacred and religious book of Sikhs also proclaims the power
and unconditional service of love and the gateway of salvation and harbinger of
peace.
"We are born of woman, we are conceived in the womb of woman, we are
engaged and married to woman. We make friendship with woman and the lineage
continued because of woman. When one woman dies, we take another one, we are
bound with the world through woman. Why should we talk ill of her, who gives
birth to kings? The woman is born from woman; there is none without her. Only
the One True Lord is without woman"8 (Guru Nanak, VarAsa, pg. 473)
Women are so bold and courageous in all their endeavours that they stand as one
common community in combatting any situation. Mentioned below is an instance
of the latest pandemic, In Odisha, for instance, poor rural women who were once
engaged in stitching school uniforms are sewing masks instead. Over the past
couple of weeks, these women have produced more than 1 million cotton masks,
helping equip police personnel and health workers, while earning something for
themselves.
"Women at the centre of development has been an important story in South Asia.
In these extraordinary times, when we are all united in our fight against the
COVID 19 virus, these women’s groups are playing a critical role."9
Women are doing their best in raising awareness among the general hoi polloi.
The role of women in every walk of life is simply unbeatable. Especially when
the much prominent and vibrant arena of Hospitality took the back seat, at that
time of crisis as well, the women were no less. On the virtual platform too, these

confident ladies made a niche in the Hospitality sector. Not only this, women are
systematically using their vast network of WhatsApp groups to ward off chaos
and confusion, providing critical support to the government in this hour of need,
be it the sector of hospitality. There can be no generalisation when it comes to
who should be in charge of a crisis response team, crisis cell, or media relations
during a crisis-what we need is the perfect combination of skills, knowledge
and emotional intelligence and this trio is well nailed by the women in the
Hospitality sector.
Even in a professional career, women are considered to lead the front. "People
trust female leaders more than male leaders in times of crisis, but only under
specific conditions," said paper co-author Corinne Post, professor of management
at Lehigh University. "We showed that when a crisis hits an organization, people
trust leaders who behave in relational ways, and especially so when the leaders
are women and when there is a predictable path out of the crisis."10
Not only this, when the pressure upon these daunting debutantes was at peak, they
easily resorted to their inner self and tried to search for internal bliss. Many of
them across the globe healed their own self with a few virtual online teachings,
courses, preachings and workshops held on social media. On top of it, the vicious
circle of its popularity was also like a healthy pandemic and spread like a fire as if
each one of the stuck women in the Lovedown (mental satiation) was in hunt of
such a rejuvenating treasure.
The women tried to invent a daily trustworthy strategy of carpe deim the most
important and cherished time slots of the day. When the entire family members in
the house are making merry by watching the most favourite set of box, Netflix
series, online Ludo mania or the age old carom board, these women had the most
significant ‘ME Time’ and assured they invested in their own mental, emotional
and spiritual healing. They have wonderfully realised that this ‘Lockdown’ cannot
be cherished the way it’s misrepresented so they jubilantly labelled it as
‘Lovedown’ and with full letter and spirit enjoyed this longish time period in the
most productive way.

These darted women proved Michel Foucauldian concept of ‘Power, Knowledge/
Discourse’ and women possessing multifarious roles and accomplishing all of
them in the most elated and productive way sans any cribbing or ill will against
anyone. They made sure that all the significant family affairs are met before their
time commences and creates healthy boundaries by declaring boldly, “I have my
own favourable systems. I will easily figure out. I easily promise, I will find a
way for every popped up undesired and unfavourable scenarios.”11
To make a humble share of a few is the mention of such readily available online
tools that these samaritan ladies made perfect use of-
 Brahma Kumaris free Rajyoga 7 days Course

 21 Days COVID10 Challenge by Life Coach VidishaKaushal
 Ho’opononpono Meditation by Dr Joe Vitale
 FLO Kolkata on “COVID-19 Challenge” by BK Shivani
 Limitless you by Healer AnamikaYaduvanshi
 Tips of the Day by NLP Practitioner TraveenKaur
 Self-Belief Motivation Series by International Motivational Speaker Simerjeet
Singh
 Spiritual Master’s Voice by International Cosmic Healer Pradeep
Chandiramani
 ISRA Deaing with Difficult People by Sneha&Shashank
The life ordeal of these women stuck in Lovedown suddenly transformed for the
good and they happily realised “Not everyone will appreciate that you have
evolved because they still have a particular version of you stuck in their mind.
Their problem though, not yours. Evolve as you please!”12
Amazing sea changes are witnessed within these long awaited Lockdown by the
other associates in the family. Women by them were always neglected on every
ground, but the day these femme fatales took charge of their energy; they daringly
remarked, “I am not what you think I am. You are what you think I am.” She even
couldn’t stop expressing, “My body can stand almost anything. It’s my mind that
I have to convince.”13 And somehow they convinced their minds and well-adjusted

with the new normal by showcasing their freshly imbibed techno skills in the
Hospitality arena.
This critical pandemic not only taught new ways to the beautiful lasses of the
house, but also to other male chauvinists-
 Learn to love without condition.

 Talk without bad intention.
 Give without any reason.
 Care without expectation.
As life seems to be so transitory, unpredictable and short; so everyone sooner

realised that we should love the people who treat you right and forgive the ones
who don’t and simply have conviction that everything in the world and around
happens for a reason. Better way is to self-discipline and master the monkey mind
where thoughts keep overpowering. So the New Woman of the house queasily
guided the others to control what they think so as to control what you do. And in a
few days, each member whether having healthy relations or not remarked, “The
finish line is for the ego. The journey is for the soul. Nothing is more important
than I feel good.”14
The women are so fragile and weak, but they carry themselves with full
confidence. Though God made them a weaker sex, but with their constant life
experiences they simply don’t get upset with people or situations as bot for them
are powerless without their reactions. They healed themselves first and the rest
always came for them later. They from now on made sure- Not to lower their
vibes to find their tribe. Rather they built a strong conviction for life, “Be you.
The world will adjust.”15 and the same they implemented in the field of
Hospitality.
The women are like the flowing water- very free flowing and adjustable. They
somehow carry some magic within. Whether staying in a nuclear bond or a joint
family structure, they spread their charm and more importantly their aura left an
indelible mark on every one. They make sure to stick with people who pull the
magic out of them and not the madness. This March 2020 and on-going pandemic
brought a sea-change in everyone with just an extra endeavour put forward by the

female tribe of the family. They fully believed, “Life is in motion, so you can’t be
stuck in a fabricated cocoon.”16 And with the ever changing scenarios, these
women in the vista of Hospitality sector also realised the newly adapted change
and worked on imbibing the new skills via the virtual platform. As always,
women easily adjusted to the new normal and still carried along their charm in
front of the screen.
During this persistent time frame, these globally placed women whether more or
less available amenities worked on the things that people can’t take away from
them especially- character, personality, transparency and their entire being.
Women very openly eulogised and had a soliloquy with their own self saying,
“Yesterday I was clever, so I wanted to change the world. Today I am wise, so am
changing myself.”17
Though these women during the pandemic had a magical wand to heal others, but
there at times arose such situations in her life where she feels dilapidated and
made ushering use of prayers. Prayer is an amazing state of mind, where an
outstanding exchange of ideas happens between the existing you and Godly
realisation. Though for the entire family, she acted as the Supreme Messiah, but
when it comes to her depleted energy, she totally surrendered herself to God.
Such daunting women have never been fearful of the challenging times rather
with ‘this too shall pass’ attitude, they nailed it pretty well leaving an indelible
mark and sound repute amongst the male fraternity.
COVID-19 was rendering negative news on daily basis. The government was
pursuing their best in offering the best to the multitude. The Prime Minister made
sure to devise praise worthy activities and plans to lessen the impact of COVID
widespread, but these women who were the worthy pillars of every house
tutelaged in their own way. Positive thinking is the right thinking in every
situation and not getting attached to the outcome, but visualize it and leave in the
hands of the Universe.
The confident debutantes not only worked on their emotional health, but also
devised and adhered to certain physical activities that rendered not only them but
the others members also a little solace from the burning issue of COVID. Initially,

the woman always experimented upon her own self and then passed on the same
strategy to heal the other members of the close knit family. The same experiment
sounded applicable on the colleagues on the online platform. Everyone associated
with the Hospitality sector gained better clarity of the times and made sincere
endeavours to adjust with the new normal.
The virtually connected females followed the widely renowned optimistic strategy
of Rhonda Byrne as dictated in ‘The Secret’18-Tell, Believe, Action, Visualise,
Receive and Thankful. These women adhered to the simple formula of pouring
their heart out to the Universe that they desire an outstandingly beautiful world
where everything around is intriguing and the people are basking under the glory.
Not only this by spilling the beans, these women carried complete faith in the
process and made their own actions of creating a peaceful environ in their own
cocoon of four walled house and visualised everything happening wonderfully
and the way they desired it to be. Moreover they even fancied to an extent of
receiving the cherished moment and in the similar way duly acknowledged the
Universe for their wish of a beautiful world and Mother Earth back again in form.
The women also followed another strategy of taking salt water bath and removing
all the toxins within their body or negativity around and assumed that they are
fully protected by the Divine Universal energy and nothing can hamper their
peace of mind. Once these women during the Lockdown started witnessing the
positive outcomes in their own body, they blindfoldedly passed on these treasures
to their connected family and in the optimistic way worked in the goodness of
their own associated tribe.
Further the women during this persistent hectic and closed routine were feeling
the depleted energy, so the brave New Woman started doing the positive
affirmations on daily basis. They believed in the magic spell of Louis Hay “Heal
Your Life”19 and created affirmations like-
 I am a powerful being.
 I am a happy soul.
 I love myself.
 I attract positivity.

 I am full of energy.
 I am a healthy soul.
 I have healthy boundaries.
 I thrive in healthy relationships.
 I have healthy relations at work.
Whereas the world was going through the tough times, work shut, offices closed,
layoffs; and all men-women and children all stuck in between the four walls.
People were indeed imagining partition of mind, surging up of divorce cases,
mental blocks. It was naturally expected that these casualties may pop up. In these
COVID 19 tense scenarios, the women of the house followed the ‘8 Powers of the
Soul’20
The Power to Accommodate- As water fits in and takes the shape of every new
vessel, similarly the ladies of the house cultivated the power to completely adjust.
They assured that nothing crap comes on their way and they established healthy
and powerful boundaries.
Power to Tolerate- The women tries their best to respond to the external
undesired and unexpected events positively and not afflicted by them. With this,
they even made sure that the other members of their clan should also develop this
virtue in them.
Power to Face- The women not only sounded, but acted brave and dauntingly
crossed all the difficulties initially within their mind followed by the family and
then believing “This pandemic shall also pass.”
Power to Pack up- Despite establishing all the above power of the soul, the
women doubly assured that no soul around should disturb their tranquillity and
cross his limits, but in a few scenarios if iy did to the worst extent, then they even
had the ability to bring things to an end and put a permanent cease to wasteful
thinking.
Power to Discriminate- Women surviving in joint family structures was facing

certain discrimination. COVID-19 brought forward such scenarios wherein every
member had to do their role and part well in extending assistance to all the family

members at home. So these women had the ability to separate what’s true from
what’s false and shaped their life in the most thriving manner.
Power to Judge- The women within their own mental territory imbibed the
power to judge their own actions/decisions and choices before spilling the beans
in front of others. They always had a strong ‘Third Eye’ and the filial power to
easily distinguish between right and wrong and adjust their sail accordingly.
Power to Cooperate- The women despite their hectic time schedule and fulfilling
of the daily chores, made it a point to give minute attention, memorable
experience and wisdom in service of others associated with her. The women
during this Lockdown imbibed the value of becoming egoless eternally, remain
humble and low key, fully adjust and easily cooperate with everyone on their
way.
Power to Withdraw- Whenever the women during the COVID-19 Lockdown

days were through with their daily errands and it invited them for their ‘ME
Time’, then they even had the ability to step back and disengage from the world
around themselves and follow the tasks of their choice rendering them pure bliss
and rejuvenation for the rest of the day.
And to wrap up all, as BK Shivani or widely known as Sister Shivani states,

Sankalp se sidhi.” In other words, thoughts manifest. So never in your utterance
speak, “I have no time for myself.” Rather make SFW- Self, Family and Work the
unique ‘Order of Life’21.
The women of the lovely house also worked on the ‘Collective Consciousness’.
Rather than meditating and praying alone, she assuredly made every member of
the household sit unanimously and raises the vibrations not only of the house, but
also of the sending prayers to the Divine Universe. The dauntingly dashing
debutante is always on dart during the pandemic and horrendous COVID-19 as
the title of the paper suggests. The world was devastating at an influential speed,
but these bold women were making every stone unturned for the happiness, safety
and unconditional care of not only of the family, but also of the people at work
front.

Every hour conscious and positive affirmations along with the ‘Ho’oponopono
Prayer’ became the daily ritual of life.
Positive affirmations- I am a healthy, happy and blessed soul.
Ho’oponopono Prayer- I am sorry. Please forgive me. I am thank you. I love you.
The entire house steadily had become accustomed to the ‘Art of Living’ cultivated
by the most aspiring women of the household. Come what may, like the Prime
Minister of India, Mr. Narendra Modi Ji, these women of every household has
become the harbinger of the ‘Cultural Change’ with the sheer assurance that all
the developed values will now turn out to be the routine habits of every living
soul. For instance-
 Washing hands properly after every 30 minutes

 Using sanitiser
 Wearing mask and gloves
 Wearing washed clothes daily
 Ban on outside munching
 Eating nutritious homemade food
 Cease on mass gatherings
 Daily meditation & self-healing
 Lighting up of incense
 Salt water bath for internal detoxification
During such catastrophes, it’s liable that any commoner would get carried away
by astrological revelations. The current paper not only just highlights the
consistent endeavours of the women in form, but also each member associated
with her to come out of such serious concerns. The paper is simply a way of
putting up the concern that nothing is tedious or even impossible for a determined
soul. Though, women throughout the paper had been the pivotal trigger, but due
credits of improvement had been highlighted of everyone.
A woman is unstoppable after she realizes she deserves better. As Maya Angelo
states, “Nothing can dim the light that shines from within.”22 She always believed
she could and she did. Women are not only the architects of their own self, the

family, the colleagues at work, but the real architects of the world. And as
mentioned throughout in the current paper, there is no limit what the women can
accomplish. And each time a woman stands up for herself, she stands up for all
women. Moreover, the most beautiful jewel women can carry is confidence which
is very well justified with the title of the paper in hand. In the culmination, I as a
die-hard researcher, leaving an open ended ponderance by me penned down in the
form of a poem from my anthology of poems ‘And Hence the Phoenix Rose’23
entitled “Who is a Female?”
“She is both hellfire and holy water, and the flavour you taste is how you treat
her.”
Who is a Female?
Who is a female?
A question that consistently ponders me.
Is she a mere piece of flesh and bone?
Is she a puppet to dance at the tunes of the males?
Is she the one to earn and make the family sustain?
Or is she a bundle of joy-
Born to nurture in the so called democratic world
Born merely to endeavour day and night
Born to bring smiles but not to cherish one for her self
Born to endure every pressure with open arms and smiling face
Born to take care of every parasite enjoying in the family
Born to cook delectable cuisines to satiate the hungry souls
But
If she is all in one
If she is a versatile genius

If she is deft in performing multifarious roles
If she is dexterous in garbing different subject positions
If she is the heart throb among the chauvinistic male fraternity
If she is the incarnation of the Gods and Goddesses
If she is a complete whole
Then why still
A female is a non-entity
Mere piece of furniture
Decked up with a hypocrite smile
Unable to exercise her own self
Falling short in not using her hard earned resources
I implore every individual to ponder over the following feminine concerns-
When will the revolution occur in the life of a female?
Who will bring the change for a female for the better?
When will this poor soul seek dignity in a male dominated society?
When can this beautiful creation live her life the way she longs?
F- Fortunate
E- Elegant
M- Motherly
A-Adorable
L-Lovable
E-Enigmatic
Let this impeccable beauty be blessed with bundle of Joy!
Amen!

References
1. https://www.the-philosophy.com/de-beauvoir-born-woman.
2. https://www.goodreads.com/quotes/148933-i-don-t-feel-that-it-is-necessary-
to-know-exactly.
3. https://www.sikhs.org/women_q.htm.
4. https://www.worldbank.org/en/news/feature/2020/04/11/women-self-help-
groups-combat-COVID-19-coronavirus-pandemic-india.
5. https://influenceonline.co.uk/2018/02/15/women-better-men-handling-crisis/.
6. https://www.sciencedaily.com/releases/2019/06/190626160325.htm.
7. https://www.google.com/search?q=the+secret+quotes&rlz=1C1CHBF_enIN7
90IN790&oq=the+secret+quotes&aqs=chrome..69i57j0l7.4878j0j7&sourceid
=chrome&ie=UTF-8.
8. https://medium.com/@vanicetoassa/original-prayer-of-the-complete-hoopono
pono-3e4868cbd5.
9. https://www.goalcast.com/2017/04/03/maya-angelou-quotes-to-inspire-your-
life/.
10. https://www.goodreads.com/author/quotes/1260.Michel_Foucault.
11. https://www.goodreads.com/author/quotes/5548.Simone_de_Beauvoir.

28
To Study the Customer Perception and Attitude
towards the Eco Friendly Hotels in Uttarakhand
Dr. Nikhil Monga1, Mrs. Mallika Bhalla2
1
Associate Professor, Lovely Professional University.
2
Research Scholar, Lovely Professional University.
E-mail Id: monga07@gmail.com
Abstract
Increase in the global climatic challenges and inclination of people

towards Eco friendly hotels joined with unremitting worldwide global
warming and environment sustainability has offered ascend to
ecological mindfulness just as "green-patterns" inside the
development business around the world, including India. As current
generation has become increasingly worried about the change in
environment and global challenges; their frame of mind towards the
nature moreover begins to show positive tendency. In India, Green
Hotels are among reasonable activities that have begun to develop and
are turning into a pattern. By and by, considering the early stages of
such activities in the nation rouses, this paper to have further
understanding into the topic by examining the ecological frames of
mind of the Indian customers by focusing more towards Green Hotels
which is the new trend in hotel industry where sustainability and eco
friendly approach is the priority. Compilation of different secondary
data is simply embraced utilizing the 21st Version of SPSS
programming and at last, it was discovered that Indian tourist and
customers are by and large positive towards the biology and that the
Green Hotel idea is especially invited by them.
Keywords: Customer apprehension, Customer perspective, Green

Hotels.
To Study the Customer Perception and Attitude towards the Eco Friendly Hotels in Uttarakhand 332
Introduction
Joining of supportability into business is an advancing pattern. Open's desires for
business are changing. Our financial specialists and investors are searching for
solid rules, improved exhibitions, earnestness and exactness on economical turn
of events. This is not, at this point simply ecological gatherings and
administrations who are showing an energetic thought. The endeavor network,
laborers and customers are likewise anticipating control on these issues.
Tourists are main shareholders for hotels since their choice might affect the
achievement of the hotel’s aims. They are regarded as best participants in
increasing the hotel’s achievement and supremacy in the industry since their
procurement is the only source of income for the hoteliers. On the subject of
present study, many facts prove that the clienteles are more eager in dealing with
the firms and businesses that shows more concern towards the environment and
this has become a trend now. (Manzanares et al. 2008). This set of patrons is
classically more urbane and to fluctuating degree, is expected to be alarmed about
green matters like reusing, consumptions of organic food or fuel effective cars.
(Graci and Dodds 2008)
In the meantime, few hotels are progressively driven and eager to proceed
towards better environmental concern since important number of consumers
provides their support (Bohdanowicz 2003). The test is, by what means, one can
make sure of purchaser’s expectancy and how it matches with the money value,
their perspective, behavior and awareness. Despite the fact that they also try to
make certain that attempts taken to guard the environment are accepted and
agreed by everyone (Manaktola and Jauhari 2007). “Additional test is patron’s
awareness about environmental practices and liking to consume however buyer is
not enthusiastic about paying extra for the ecofriendly services” (Manaktola and
Jauhari 2007) certain people consider eco-practices as responsibility and as
essential piece of service provided; so the extra amount must not be included to
the hotel bill (Robinot and Giannelloni 2010).
Hotel management might see profit deliberately from amplifying the knowledge
of customers’ environmental perspectives (Han et al. 2011). Though, problems

regarding the customers’ and clients apprehension for conservational disputes and
willingly paying for all the green practices of the hotel are great concerns in the
business (Kang et al. 2012). Similarly, apparent blockades in customers’
contribution in green programs hardly established any responsiveness (Chan
2009).
An outstanding example includes whether customers consider using bath and

hand towels again in an effort to remain sustainable or merely a saving measure in
the hotel. (Robinot and Giannelloni 2010). Thus, this study tries to examine and
study the customer’s green perspectives and apprehension towards green or green
hotels.
Green Hotel
With the continuous environmental degradation, hotels are now taking numerous
steps to protect the environment. One of the main approaches implemented by the
hotels is using ecofriendly goods. This rising apprehension towards ecosystem,
the hotel is building green efforts to entice their customers. The conception of
green hotels comprises extensive groups like the hotel’s infrastructure must be
green, the hotels guidelines and method must be associated with the
environmental strategies and the hotel management must also comprise all kind of
facts towards green strategies of the hotels.
“The Green Hotel Association (2008) offers a more source focused definition:
green hotels are environmentally viable possessions whose administrators are
keen to institute programmes that protect water, energy and decrease solid waste
but saving cash to support protect our earth”. Nowadays hotels are putting their
efforts to be green and for this, they need certification proof of being green hotels.
Green hotels functions on two aspects i.e. “LEED (Leadership in Energy and
Environmental Design) certification” that are given to those hotels that retain all
green strategies in mind like energy conservation, water and Ecotel certification is
a fresher idea and certified to those hotels that includes ecofriendly resources and
can validate proof in dropping, recycling and reprocessing products in its
everyday practices. “Ecotel is a certification that allows hotels to be sustainable”.
“Ecotel certification measures hotels by employing five parameters, known as
‘The Five Globes’:
 Sustainability Commitment,
 Waste Management,
 Energy Management,
 Water Management, and Employee Education and
 Community Involvement.”
Going green for the hotel trade is not only the social concern but correspondingly
a cost effective tool. The sustainability matters are the hotel’s chief challenge. It
does not merely save the environment nonetheless also profits hotel industry by
means of consumer loyalty, company benevolence, worker retention and
amplified brand value. “The hotel industry has been appealing in green practices
since the 1990s because of changing financial factors and a resilient focus on
client relation & service (Claver-Cortes et al., 2007).” Hotels make themselves
green by conserving energy, water and other resources that in all save the
environment. There are numerous common green features that are being merged
by hotel industry. “According to Verma and Chandra (2016), some of the green
practices like energy effective light bulbs in customer rooms, green certifications,
waste recycling policy, recycle bins in the customer rooms, use of non-
conventional energy sources in hotels are being introduced by the hotels to
support green consumer purchasing behavior.”
Clients’ green approaches are considered to be powerfully related to

optimistically paying more for green product (Han, Hsu, and Lee 2009; Laroche,
Bergeron, and Barbaro-Forleo 2001). Furthermore, the theory of social identity
proposes that a person’s view about the stringency in environmental
complications or the insights about reputation of becoming an ecofriendly might
have an effect on their will to pay extra. This idea proposes an optimistic
association between clients’ degree of environmental level and readiness to pay
for green programs. Furthermore, opinions and views of corporate responsibility
prove that they show no hesitance in paying more for these programs.

One can find a deficiency in the comprehension of the connections among clients’
green approaches and performances. (Diamantopoulos et al. 2003). So, this study
scrutinizes the dissimilarity amidst customer’s perspective and apprehension
regarding a hotel having green practices and how much significance it has in
considering staying in the same hotel. This study inspects client incidence of
green perspective at home to alike perspective at a hotel, since certain researches
experimentally inspect whether people show more pro-environmental
performance in a house than in a hotel (Miao and Wei 2013).
Literature Review
Green Hotels
(ITP, 2013) states that these hotels are “green properties whose supervisors are
willing to introduce programs that conserve water, energy and decrease solid
waste even though saving money to support and protect our one and only earth”
(GHA. 2013). Despite the fact that this explanation includes over-all methods and
practices, hotels might perhaps lessen the influence. (Kasim 2004) integrates
factors of socio-economic aspects in the explanation: “the hotel functions in an
accountable way towards its workers, the native community, the indigenous
culture and the close ecology”.
Green hotels embraces accomplishment of energy proficiency besides

preservation, saving of water, management of waste, reducing the pollution,
wastage of food, making use of environmental friendly furnishings and
constructing materials (GRA, 2013). (Lorenzini 1994) stated that “green hotel is
an innovative or renewed building that are built, activated then destroyed by
means of eco-friendly and energy efficient method. Hotel’s facility is
insubstantial, yet the processes hinges on the components and features that has an
environmental impact. Therefore, green hotels must be the one that emphases on
three Rs (reduce, reuse, recycle) and two Es (energy and efficiency)” (Gilg et al.,
2005).
Tsai & Tsai (2008) conducted a study on “Impacts of consumer Environmental

Ethics on Consumer Behaviors in Green Hotels in Taiwan where they recognized
that the Taiwanese consumers were satisfied to support protection towards
environment and ready to encourage recycling policies of resource of green hotels
but few of them only change their thoughts into action towards green purchasing.
For Taiwanese public, the opening between the consumer support and firm action
is still a foremost and primary issue to be measured in terms of sustainable green
consumption. Taiwanese customers are not eager to display adequate proactive
green consumption behavior in terms of hotel expenses.”
A study by Graci & Dodds (2008), has recognized the Business case for
conservational commitment in the Canadian hotel industry. “Numerous hotels
have known that there were numerous position of greening their hotel processes,
yet, there was still an opening between perspective and action in this hotel
industry. It was recognized that there are numerous factors that are useful to a
hotel like “Price savings, better competitive advantage, employee loyalty,
supervisory compliance, being leaders in the business, handling risk and social
responsibility.” “Canada is exclusive in the setting of environmental obligation in
the hotel industry yet some nations have a top down technique for environmental
legislation.”
Because of strict rules and laws, many organizations throughout the world have
started handling their works and processes in an green manner to be distinguished
from their participants and to gain market supremacy (Jones et al., 2014). Hotels
have likewise began giving importance concerning environmental-friendly
management (Chen et al., 2014; Kim & Han, 2010). “Amplifying influence of
hotel sector on conservation has led this business to lessen their ecological and
global impact” (Han et al., 2010; Jones et al., 2014). In contradiction of traditional
hotels, green hotels take up green strategies, green organization besides
unceasingly execute viable trade policies.
Chakraborty (2012) has studied that “increasing consciousness about the setting
have made travelers aware of their carbon imprint. Many travelers are interested
in staying in the hotels with green certification. Now, hotels show more interest in
getting certified so as to display their environmental concern”.

Mahajan (2012) proved “governments are taking efforts in making business take
up green procedures. These relations reassure carriers, hotels and meeting centers
to execute green performs and for encouragement. Consequently, the business is
moving towards an greenway”.
Green Perspectives of Customers

When people evolve and be conscious of ecological influence of numerous trade
activities, scholars propose that customers with green practices might be positive
in proving pro-environmental behavior (W. H. Lee and Moscardo 2005). Up to
now, though, strong patterns have not arisen in this extent regarding underlying
relations between perspective and knowledge, nor behavior and perspective
(Powell and Ham 2008). Study proposes a contradiction among consumers’
articulated conservational perspectives and the real behavior (Barber et al. 2012).
Assumed that green outlooks include numerous extents (Laroche, Bergeron, and
Barbaro-Forleo 2001), the detachment is for the reason that customers may feel
powerful
“Research classifies 4 extents of green perspectives:
 perceived severity of environmental problems,

 importance of being eco-friendly,
 prominence of being green
 Level of business responsibility (Laroche, Bergeron, and Barbaro Forleo
2001).”
First gives out such concepts that energy, water as well as trees are inadequate.
Second mentions to added effort or adversity that may happen because of green
activities. Third shows that few green undertakings might decrease pollution or
recover the setting. Lastly, business concern gives out the impression that trades
are anxious about the environment.
Connection between consumer’s perspective and their goals were examined by

Lee et al., and they showed that clients' anticipated results of staying at an eco-
friendly hotel had an optimistic effect on social targets that established the
expected results and their roles as direct backgrounds of behavioral meanings and
as an instant reason for selecting a ecofriendly hotel over a non-conservative
hotel. “Extra investigation showed that better customer rooms, green strategies,
and minimized expenditures were definitely related to visiting purpose, though
organic foods and green shield had an optimistic as well as important influence on
word-of-mouth objective” (Lee et al., 2011).
Han H et al., 2011 States “One more study in green hotel demonstrates that
consumer’s green perspectives are, on the whole, considerably linked with their
voiced plans in visiting a green hotel, to spread word of mouth about a green hotel
as well as to pay extra for it. Such intentions were also known to have a
connection with the Gender differences. It was also found that these intentions
were influenced by their past experiences with an green hotel. However, the green
goals did not considerably fluctuate across age, education as well as family
income”.
Tsai and Tsai 2008 conclude that “all the studies have revealed that hotels’
customers all together have optimistic perspective and conservational behavior as
their reaction to green hotels. Though, based on specified features and
prominence on deluxe services, it was establish that there are less moderately
progressive correlative associations between conservational ethics and customer
green hotel consumption behaviors It means that there might be conflict on hotel
customers’ credence, sense to revel in extravagance sensibly. As per green
marketing, this study established that customer behavior might feel an impact
when the 3 constituents of perspective, cognitive belief, affective feeling and
behavioral reaction are impeccably compatible. This finding stressed the actuality
that the humans are required to amplify the support and be more practical in terms
of environmental activities”.
Customer Satisfaction
It is considered to be the most studied zones in several tourism researches because
of its importance in defining the achievement and the continued survival of
tourism industry (Gursoy, Mc Cleary and Lepsito, 2007). Even though
satisfaction of customers and clients is more explored, there are still new facets
and defects to be enhanced in this zone. Throughout the current era, numerous

features and scopes were well-defined to expand the satisfaction level. “Customer
service has certainly not been as exciting as it is now since customers are more
connected than ever earlier with the help of the social media, consumer reviews
and messages forums. Effective communication modes have shaped the
marketplace, allowing customers to take up their own choices and criteria to
administrations that are made to pay attention as well as reply” (Adele, 2013).
Schultz (2012) has stated that “when competition in the hotel industry deepens,
hoteliers have now learnt to change their policies and approaches from consumer
achievement to consumer retaining and loyalty and it is not conceivable without
efficient customer satisfaction”. Narver (2000) as stated that “if hotel managers
wish to enhance and expand their business must have an improved apprehension
of which aspects offer the clienteles with greater value”. Cronin (2000) indicated
that “thus far there is no positive understanding on the customer‘s value since the
value keeps changing”.
It is an established statement that fulfilled clients nowadays are cost sensitive and
also persuaded less by competitors and are more dedicated to the firm than
unhappy clients (Dimitriades, 2006). Scholars have presented plentiful
elucidations on customer satisfaction. Kotler (1999) is recognized for creating the
term customer satisfaction in trade who admits that it is the finest pointer of a
firm‘s upcoming revenues (Kotler, 1999).
Kotler (2008) defines “this is the sense of pleasure or displeasure as a

consequence of associating the perceived performance of services with the
expected performance. When the performance does not see the expected
performance, the client might be dissatisfied or displeased”. Dominici et al (2010)
perceived that if one wants to achieve customer satisfaction, it is vital to
distinguish and to forestall consumers' desires besides being capable of satisfying.
Though, Homburg et al. (2008) recommended that “customer satisfaction has
been a critical concern in marketing field in the previous eras as satisfied clients
are capable of offering customer loyalty as well as unceasing productivity to the
firm”.
Research Objectives
The aim of this research is to study the customer apprehension and perspective
towards Green Hotels in Uttarakhand along with finding out other factors like the
customer knowledge about green hotels in India and their preferences while
choosing a hotel
The objectives of the research are as follows:
 Assessing the customer apprehension towards green hotels in Uttarakhand.

 Assessing the customer apprehension towards green hotels in Uttarakhand.
 Assessing customer willingness to pay for green hotels.
Research methodology
Research can be defined as a knowledge quest, for noting and observing all the
information and data related to a particular subject. Kumar (2011) indicated that
research is to work in a context of a philosophies, use approaches and procedures
that have been established for validity and reliability and to be balanced and
unbiased.
This specific study is proposed to be accomplished with the help of analysis of

primary and secondary data. The primary data was collected with the help of
survey method and secondary data will be done through reviewing various
magazines, research journals, manuals, government reports and other publications
associated with the Hospitality and Tourism Industry, reference books , news
bulletins and articles published in the newspapers , websites connected to the
Hospitality Industry, in addition to internet search engines helped in obtaining
relevant information. Any present Statistical Analysis done by researches, in the
form of Statistics, Charts and Tables etc. were also a valuable source of secondary
data
Research Design
It is a critical part of the study that formulates a methodical and rational plan
which provides direction to the study. The present study was to ascertain the

customer knowledge, customer apprehension, their perspective towards the green
hotels. This study is purely based on Descriptive research as it includes
descriptive study. Descriptive research is concerned with “defining the features of
the entities. The researcher undoubtedly describes what he needs to measure and
should find acceptable method of computing it.”
Statistical Technique
Once the data was collected, suitable statistical tools have been used. The
statistical tools i.e. Cronbach’s Alpha for reliability test employed to classify the
sample adequacy and validity and suitability of the responses collected.
Independent Sample ‘t’ test used for examining differences between demographic
attributes and other variables, The SPSS 20.0 software was used for data analysis
and interpretation.
Data analysis and interpretation
Descriptive statistics of respondents’ characteristics
Variable (N = 100) Frequency Percent

Gender
Male 47 47
Female 53 53
Age
20-40 56 56
40-60 32 32
60-80 7 7
80-over 5 5
Education
Advanced education/ (Masters or above) 49 49
Graduate 44 44
Secondary school degree 7 7
Annual Income
Under Rs. 30,000 17 17
Rs 30,000-59,999 44 44
Rs 60,000 or more 39 39
Purpose
Relaxation 78 78
Professional Tour 22 22
Room rent per night
Under Rs 2999 24 24
Rs 3000-5999 40 40
Rs 6000-8999 30 30
Rs 9000 and above 6 6
Customers with environment concern
Yes 70 70
No 30 30
The respondents for the exact examination incorporated a comparable

dissemination of males (47%) and females (53%) and a wide cross-segment of
age gatherings and salary gatherings. About half (49%) of respondents had gotten
advanced education, 44% had been in graduate school while 7% of respondents
had gotten secondary school degrees. Among the 100 respondents, 78% revealed
that relaxation was the principle reason for their travelling and staying in Hotel
and 22% demonstrated that professional visit was the principle reason for their
stay at the Hotels.
Out of the 100 respondents, 6% had paid Rs.9,000 or more for a night in hotel,
while 30% had paid Rs.6,000- Rs.8,999, 40% Rs.3000-Rs 5999, and 24 % under
Rs. 3000.
In terms of Effectiveness of green action programs taken by hotels, The study

result rating the adequacy of every determinant utilizing a 5-point Likert scale (1
= not in the slightest degree viable; 5 = powerful) is exhibited. We have identified
20 action programmes that support environment friendly approach followed by
different hotels in India. Out of which, top 5 best naturally inviting activity
program from the customer point of view are Usage of solar panels, fluorescent
light with reflectors, reducing use of insecticides, cloth rag instead of paper, using
refill containers for shampoo and soap. “All factor loading scores were higher

than 0.40 and the five extracted factors accounted for 65.99% of the variation in
the original 20 items. In order to test the reliability and internal consistency of
each factor, Cronbach’s alpha of each factor was computed. Cronbach’s alpha
coefficients of all factor dimensions were higher than 0.60 and were found to be
reliable” (Hair, Anderson, Tatham, & Black, 1995).
To unwavering the significance of each factor to identify the intend to visit and
stopover at Green Hotel was the needy variable, Multiple regression technique
was used, intend to visit and stopover at Green Hotel was dependent variable
while the five determinant factors were the autonomous or independent factors.
“All factors were entered simultaneously. Table reports the aftereffects of the
numerous relapse investigation. Four factors, i.e, “Solidwaste and water program
in guestroom, Energy program, Solidwaste and water program in housekeeping
and Biodiversity program essentially affected motivate to remain at the intend to
remain visit and stopover at Green Hotel”. Outcome reveals that “Solidwaste &
water program in guestroom turned out to be the most important factor followed
by Biodiversity program, Energy program, and Solidwaste & water program in
housekeeping but, Water program by customers’ option was not found to be
significant”. Overall, the regression results explained 42% (adjusted R2) of the
variance in intend to visit at a Green Hotels.
Results of regression analysis
Factor Dependent Variable

Intention to stay
Std. β t (2-tailed)
FACTOR 1: Solidwaste & water program in 0.462 6.742**
guestroom
FACTOR 2: Energy program 0.212 3.091**
FACTOR 3: Solidwaste & water program in 0.173 2.523*
housekeeping
FACTOR 4: Water program by customer’ option 0.051 0.740
FACTOR 5: Biodiversity program 0.336 4.897**
F = 17.181**
Adjusted R2 = 0.420
* p<0.05 and ** p<0.01”
Based on the above analysis, It is clearly predicted that “Energy program would
be more strongly related to customers’ intend to visit at an green hotels compared
to other critical green hotel programs conducted at hotel”.
Conclusion
By and large, the study outcome reveals the viability of every element utilizing a
5-point Likert scale showed that “the respondents felt that the twenty-two
naturally inviting projects were to some degree viable (Mean: 2.70 out of 5.00). In
the 20 projects, a portion of the high positioned projects can be promptly
accessible for usage in inns, for example, Using vitality productive lighting
(5.08), Adjusting water levels for short heaps of clothing (5.01), and Resetting
room temperatures after visitors withdraw (4.89)”.
The multiple regression results suggest that the important variable that influence
the customer intend to stay at an Green hotel were “Solidwaste & water program
in guestroom, Energy program, Solidwaste & water program in housekeeping and
Biodiversity program”. However, “Water program by customers’ option did not
influence customers’ intend to visit at an green hotel as a previous research
showed in which there was not a majority of respondents likely to stay in a hotel
adopting” “Not changing towels daily” practice (Watkins, 1994).
References
1. Adam, J., et al. "Response Books." Vivek Mehra (2007).

2. Adele, S. "The power of apprehension in shaping customer satisfaction."
(2013).
3. Barber, Nelson A. "Profiling the potential “green” hotel customer: Who are
they and what do they want?" Journal of Hospitality & Tourism Research 38.3
(2014): 361-387.
4. Bohdanowicz P. A study of environmental impacts, environmental awareness
and pro-ecological initiatives in the hotel industry, in Licentiate Thesis.
Department of Energy Technology, Royal Institute of Technology,
Stockholm, Sweden; 2003, KTH Energy Technology, Sustainable Building
Systems Group: Stockholm.

5. Chan, Wilco W. "Environmental measures for hotels' environmental
management systems: ISO 14001." International Journal of Contemporary
Hospitality Management 21.5 (2009): 542-560.
6. Chen, Annie, and Norman Peng. "Examining Chinese consumers’ luxury
hotel staying behavior." International Journal of Hospitality Management 39
(2014): 53-56.
7. Choi, Hyeyoon, Jichul Jang, and Jay Kandampully. "Application of the
extended VBN theory to understand consumers’ decisions about green
hotels." International Journal of Hospitality Management 51 (2015): 87-95.
8. Claver-Cortés, Enrique, et al. "Environmental strategies and their impact on
hotel performance." Journal of Sustainable Tourism 15.6 (2007): 663-679.
9. Department of Environmental Protection. Greener accommodation: Saving
money and the environment. (2001). Retrieved from http://www.dep.state.pa.
us/greener Accom.pdf.
10. Diamantopoulos, Adamantios, et al. "Can socio-demographics still play a role
in profiling green consumers? A review of the evidence and an empirical
investigation." Journal of Business research 56.6 (2003): 465-480.
11. Dimitriades, Zoe S. "Customer satisfaction, loyalty and commitment in
service organizations: Some evidence from Greece." Management Research
News 29.12 (2006): 782-800.
12. Dolnicar, Sara, Geoffrey I. Crouch, and Patrick Long. "Environment-friendly
tourists: what do we really know about them?." Journal of Sustainable
Tourism 16.2 (2008): 197-210.
13. Dominici, Gandolfo, and Rosa Guzzo. "Customer satisfaction in the hotel
industry: a case study from Sicily." International Journal of Marketing Studies
2.2 (2010): 3-12.
14. GHA. What Are "Green" Hotels?; 2013. Cited March 21, 2013. Available at
http://greenhotels.com/index.php.
15. Gilg A, Barr S, Ford N. Green consumption or sustainable lifestyles?
Identifying the sustainable consumer. Futures 2005; 37 (6): 481-504
16. GRA. Green Restaurant Certification 4.0 Standards; 2013. Cited August 1,
2019. Available at http://dinegreen.com/standards/GRACompleteStandards.
pdf.
17. Graci SR, Dodds R. Why go green? The business case for environmental
commitment in the Canadian hotel industry. Anatolia 2008; 19(2): 251-270.
18. Graci, Sonya, and Rachel Dodds. "Why go green? The business case for
environmental commitment in the Canadian hotel industry." Anatolia 19.2
(2008): 251-270.
19. Green Hotel Association (n.d.). Retrieved October 30, 2013 from http://www.
greenhotels.com/whatare.htm.
20. Gursoy, Dogan, Ken W. McCleary, and Lawrence R. Lepsito. "Propensity to
complain: Effects of personality and behavioral factors." Journal of
Hospitality & Tourism Research 31.3 (2007): 358-386.
21. Han H et al. Are lodging customers ready to go green? An examination of
perspectives, demographics, and greenintentions. International Journal of
Hospitality Management 2011; 30 (2): 345-355.
22. Han, Heesup, and Yunhi Kim. "An investigation of green hotel customers’
decision formation: Developing an extended model of the theory of planned
behavior." International Journal of Hospitality Management 29.4 (2010): 659-
668.
23. Han, Heesup, et al. "Are lodging customers ready to go green? An
examination of perspectives, demographics, and greenintentions."
International Journal of Hospitality Management 30.2 (2011): 345-355.
24. Han, Heesup, Li-Tzang Jane Hsu, and Jin-Soo Lee. "Empirical investigation
of the roles of perspectives toward green behaviors, overall image, gender,
and age in hotel customers’ greendecision-making process." International
Journal of Hospitality Management 28.4 (2009): 519-528.
25. Han, X., & Chan, K. Apprehension of Green Hotels Among Tourists in Hong
Kong: An Exploratory Study, Services Marketing Quarterly, (2013): 34(4),
339-352.
26. Homburg, Vincent. Understanding e-government: Information systems in
public administration. Routledge, 2008.
27. International Hotels Environmental Initiative. Environmental management for
hotels. Oxford, UK: Butterworth-Heinemann. (1993)
28. ITP. Going Green, Minimum standards towards a sustainable hotel; 2013.
Cited August 2. 2019. Available at http://www.tourismpartnership.org/images/
content/downloads/pdf/going_green_english_final.pdf?phpMyAdmin=Zd1Kn

trIWrp5naH36prpqkf%2Cai0&phpMyAdmin=cpubnqEvF6EtPsurLpUs99ncV
v3.
29. Jauhari, Vinnie, and Kamal Manaktola. "Exploring consumer perspective and
behaviour towards green practices in the lodging industry in India."
International journal of contemporary hospitality management (2007).
30. Kang, Kyung Ho, et al. "Consumers’ willingness to pay for green initiatives of
the hotel industry." International Journal of Hospitality Management 31.2
(2012): 564-572.
31. Kasim A. Socio-Environmentally Responsible Hotel Business: Do Tourists to
Penang Island, Malaysia Care? Journal of Hospitality & Leisure Marketing
2004; 11 (4): 5-28.
32. Kim, Yong Joong, Radesh Palakurthi, and Murat Hancer. "The
environmentally friendly programs in hotels and customers' intention to stay:
An online survey approach." International journal of hospitality & tourism
administration 13.3 (2012): 195-214.
33. Kotler, Philip, and Nancy Lee. Corporate social responsibility: Doing the most
good for your company and your cause. John Wiley & Sons, 2008.
34. Kotler, Philip. "Political Marketing--Generating Effective Candidates,
Campaigns, and Causes." Handbook of political marketing. Sage Publications,
1999. 3-18.
35. Laroche, M., J. Bergeron, and G. Barbaro-Forleo. 2001. Targeting consumers
who are willing to pay more for environmentally friendly products. Journal of
Consumer Marketing. (2001) 18 (6): 503-20.
36. Laroche, Michel, Jasmin Bergeron, and Guido Barbaro-Forleo. "Targeting
consumers who are willing to pay more for environmentally friendly
products." Journal of consumer marketing 18.6 (2001): 503-520.
37. Lee M, Han H, Willson G. The Role of Expected Outcomes in the Formation
of Behavioral Intentions in the Green-Hotel Industry. Journal of Travel &
Tourism Marketing 2011; 28 (8): 840-855
38. Lee, Jin-Soo, et al. "Understanding how consumers view green hotels: how a
hotel's green image can influence behavioural intentions." Journal of
sustainable tourism 18.7 (2010): 901-914.
39. Lee, Won Hee, and Gianna Moscardo. "Understanding the impact of
ecotourism resort experiences on tourists’ environmental perspectives and
behavioural intentions." Journal of sustainable tourism 13.6 (2005): 546-565.
40. Lorenzini B. The Green Restaurant, Part II: Systems and Service. Restaurant
and Institutions 1994; 104 (11): 119-136.
41. Mahajan, Rajneesh, Suresh Garg, and P. B. Sharma. "Food safety in India: a
case of Deli Processed Food Products Ltd." International Journal of
Productivity and Quality Management14.1 (2014): 1-20.
42. Manaktola K, Jauhari V. Exploring consumer perspective and behavior
towards green practices in the lodging industry in India. Management 2007;
19 (5): 364-377.].
43. Miao, Li, and Wei Wei. "Consumers’ pro-environmental behavior and the
underlying motivations: A comparison between household and hotel settings."
International Journal of Hospitality Management 32 (2013): 102-112.
44. Millar, Michelle, Karl J. Mayer, and Seyhmus Baloglu. "Importance of green
hotel attributes to business and leisure travelers." Journal of Hospitality
Marketing & Management21.4 (2012): 395-413.
45. Narver, J.C., Slater, S.F., MacLachlan, D.L., 2004. Responsive and proactive
market orientation and new-product success. Journal of Product Innovation
Management 21 (5), 334–347.
46. Nath, V., Kumar, R., Agrawal, R., Gautam, A., & Sharma, V. Green behaviors
of Indian consumers. International Journal of Research in Management,
Economics and Commerce, 2(11), 488-498. (2012).
47. Pathak, Vasundhara, Tania Chakraborty, and Suman Mukhopadhyay.
"Reliability and validity analysis of modified Nursing Stress Scale for Indian
population." Journal of nursing measurement 21.2 (2013): 224-245.
48. Pizam, Abraham Ed. "Hotels as tempting targets for terrorism attacks."
(2009).
49. Robinot E, Giannelloni JL. Do hotels'“green” attributes contribute to customer
satisfaction? Journal of Services Marketing 2010; 24 (2): 157- 169.]
50. Robinot, Elisabeth, and J-L. Giannelloni. "Do hotels'“green” attributes
contribute to customer satisfaction?." Journal of Services Marketing 24.2
(2010): 157-169.

51. Rueda Manzanares A, Aragón Correa JA, Sharma S. The Influence of
Stakeholders on the Environmental Strategy of Service Firms: The
Moderating Effects of Complexity, Uncertainty and Munificence. British
Journal of Management 2008; 19(2): 185-203
52. Schulz R.N. The effects of business image on customer retention in hotels in
Eldoret, Kenya. European Journal of business and management .ISSN 2222-
1905 (paper) ISSN-2222-2839(online) Vol.4, No18, 2012
53. Silano, M., S. Meredith, and P. Jones. "Environmental management in UK
hotels: The role of employees as stakeholders." Proceedings of the CHME 6th
Annual Hospitality Research Conference. 1997.
54. Tsai, Chien-Wen, and Chien-Pei Tsai. "Impacts of consumer environmental
ethics on consumer behaviors in green hotels." Journal of Hospitality &
Leisure Marketing 17.3-4 (2008): 284-313.
55. Verma, Vivek Kumar, and Bibhas Chandra. "An application of theory of
planned behavior to predict young Indian consumers' green hotel visit
intention." Journal of Cleaner Production 172 (2018): 1152-1162.
56. Wolfe, Kara L., and Carol W. Shanklin. "Environmental practices and
management concerns of conference center administrators." Journal of
Hospitality & Tourism Research25.2 (2001): 209-216.
29
Amalgamating Undergraduate Students’ Perspectives
about “Internship Practices in the Hotel Industry-in India”
Rahul Chowdhury
Assistant Professor (Department of Hospitality & Tourism) at Sister Nivedita University-
Techno India Group (UGC Recognized), Kolkata -West-Bengal, India.
E-mail Id: chowdhuryrahul27@gmail.com
Abstract
Innumerable elements contribute to the success of an industrial training

program out of which the individual factor is one of the crucial key area.
Individual factors such as self-initiative, right attitude along with
academic knowledge are very essential for the successful completion of
the industrial training program. Hotel industry operates on regional,
national, as well as global levels & involves different sectors of an
economy. Internships as a part of the hotel management curriculum
plays a crucial role for a successful completion of the course. Keeping in
tune with this, most hotel management institutions as part of their
curriculum make it mandatory for students to pursue internship which is
mostly referred to as “industrial training” by them.
The basic purpose of this study is to explore the differences in

undergraduate students’ perceptions regarding internship practices in the
hotel industry in India.
Keywords: Internship Satisfaction, Academic Knowledge, Prospective

Hotelier, Hotel Management Course, Trainees, Undergraduates &
Graduates.
Introduction
The Industrial Training is a fusion of both theory and practice. It gives the trainees an
opportunity to explore the world of dreams. Hospitality is a lifestyle. Over the year’s
internships in hotel management curriculum has been playing a pivotal role. As per

curriculum & course structure, a student is required to undergo 6 months of industrial
training. It is mandatory for each students to attend industrial exposure training. This
exposure to the industry helps each students during campus recruitment to get best
job opportunities. Most of the hotel management institutions tries their level best to
provide training to their students only in 5 start & 5 star deluxe hotels. Interns come
across all aspects of learning the trade to become the best while undergoing their
training at various hotels. Once their training is over the trainees are required to
submit a project report based on their learning. Apart from that trainees are also
acknowledged of their day to day exposure in the log book (provided by the hotel
management institutions) by the heads of various departments where the trainee will
undergo training in that particular hotel. One of the trouble free way to lock a job at
the leading hotels is by interning with them. Working in a hotel requires a lot of
skills, a congenial personality and a desire to help honestly is a pre-requisite for the
industry.
In spite of the significance of industrial training, there has been limited firsthand
research in the academic literature on the quality of internships for hotel management
students. The primary contributors in the success of internships are academic
institutions (educators), students, and organizations (employers). From the angle of
interns, undergraduates & graduates this study examined the ranking of the level of
assumption before industrial training and contentment after internships, the
differences between expectations & satisfaction, and the relation between these
differences and demographic aspects. This study concludes that internship tenure as
well as the internship structure in the hotel management curriculum needs to be
modified to make internships successful. An individual who is trained properly has a
self confidence in his task related to the work as the individual knows about the
standard operating procedure which enables him to pursue the task given to him in a
most efficient and an effective way, during the busy hours of the operation.
Hospitality education is a multi-disciplinary field. Thus to meet this varied

requirements, the researcher observed that different types of hospitality programs
came into existence. Thus the growing demand for the Hotel management course has
led to increased competition in the market.

about “Internship Practices in the Hotel Industry-in India” 352
Internship is a key facet as to whether students will perpetrate to long term careers in
the hotel industry. To understand the dynamics of hotel school education, it is
important to have an approach which is simple and in detail.
Since the last few years India sees an upward swing in the hospitality sector.
Countless& distinguished hotel brands have acknowledged the deep rooted nature of
hospitality in India and are leaving no stone unturned to capitalize in on it.
Goal
Supportive
Opportunity
Peers
Friendly
Challenge
Environment
Determination Encouragement
Figure 1.Motivation for working in Hospitality industry
Research Questions
 Does internship plays a crucial role during the job interview?
 Do hospitality educators (in India) sense that a standardized industrial training
format can motivate the trainees/undergraduate students?
 How cumbersome is this entire cycle?
 Factors that contribute most to student preparedness?
 Does internship plays a pivotal role for course completion?

(English & Koeppen ,(1993) Hotel Management Institutes offering internship also
benefited from industry by rapport building, which help in next engagement, industry
support and final placement of students) .
Similarly, Ko’s (2008), research showed that the two most important factors
influencing training satisfaction were those of learning and administration .The
author proposition was that training satisfaction influenced confidence in future
career ambitions through job satisfaction.
Kim and Park (2013), His study reveals social experiences act as a moderating
element that could reduce negative impressions and enhance interest in working in
the industry.
(Sommerville, 2007) it is a process which provide individuals with the knowledge

and the skills which are required for operation which are set by the management.
Rahman (2010) has mentioned that that courses such as Food and beverage
management, accommodation as well as human resource management and courses
that highly contribute to enhancement of one’s communication skills are the main
branches in this hospitality management program. The study also mentions that
assessment in the hospitality industry are conducted mainly to analyze the industry
expectations and students’ perceived level of preparedness with very little work that
takes into account the expectations of hospitality educators. He has mentioned that
hotel industry experience is very important to get a job as hospitality educator.
Hui Zhang et al. (2017) Authors studied numerous elements which helps students in
making the choice regarding to choose hospitality industry as a career choice, these
factors were regarded as the motivational factors.
Schwartz (2010) spotted training as a two way process in which both professional
and students are equally important for successful completion of training. The
robustness and weakness of both professional and students should be known so that
the internship continues smoothly.
Rudyard Ryann T. Verano (2017) his study used quantitative research design
employing an adapted survey questionnaire to collect the necessary data. The author
also perceived that due to the swift pace & enormous growth of hotel industry, before
getting a fresh hotel school graduate in the real or actual work environment,
necessary level of proficiency needs to be checked & measured.
(Cook et al., 2004; Lam & Ching, 2007) from the perspectives of the main
stakeholders in this internship game there are different research views on internship
programmes in terms of the benefits
Saad and Mat ( 2014) stated in their study that training is one of the important area of
human resource management which uses various methods to enhance the knowledge
and skills of various individual working in the organization for which different
methods are adopted by this department so that the knowledge and skills of
individuals are enhanced so that better learning may be provided to the individuals,
the learning received from various training are helpful in performing various task
done by the individual in a effective way which helps the organization to achieve
their goals.
Theocharous (2013) otherwise found no causal connection between participants’

intention to pursue a hospitality career and the role and contribution made by the
interns’ on-the-job supervisor. The author however established a positive correlation
between students’ perceived success of an internship and their future career choices,
concluding that a successful internship experience can positively influence students’
hospitality career intentions.
A. Research Design
Regarding this topic research has been done to a great extent to study and identify the
factors of individual which determine the internship satisfaction of undergraduate
students who are pursuing hotel management course from various institutions in
India.
This research paper uses the quantitative method to study the internship satisfaction
of Hotel Management Trainees, & undergraduates. The study population includes,

undergraduates who are in the final year of their course, trainees who are currently
pursuing their industrial training from different hotels.
B. Research Objectives
 To explore the differences in interns’ perceptions regarding internships in Hotel

Management Curriculum.
 Aims to analyze the effectiveness of industrial training in Hotel Management
Curriculum.
 To identify various individual factors and their role in internship satisfaction of
hospitality students.
C. Sampling
An extensive literature review was done referring various studies related to the
research context and quantitative study was ensured on the basis of questionnaire
circulated to the respondents via E-mail, Google Forms , WhatsApp (both personal &
in groups). Entire effort was focussed on uncovering the relationship between the
role of individual factor and internship pleasure of the respondents and determining
various individual factors which assist students for determining the internship
satisfaction.
Questionnaire was circulated to 50 students (respondents) from 7 renowned hotel

management institutions in India which also includes 2 reputed Universities in the
city affiliated under UGC.
D. Data Collection
Data used for the purpose of this research are both from primary & secondary
sources. Primary data for the research paper was collected from hotel management
trainees who are currently pursuing their industrial training at various hotels,
undergraduates (who have successfully concluded their internship training from
various reputed hotel brands) who are in the final year of their course, & Graduates
who have already completed their course.

Secondary data used for the study comprised of various research including
distinguished research paper of articles, renowned publications & various reputed
journal.
E. Data Analysis Tools
This research paper consisted of 12 question asked from the respondents in the form
of questionnaire which was calculated on Likert 5 point scale ranging response 1-
Strongly Disagree 2- Disagree 3- Neutral 4 Agree 5- strongly Agree, The question
were focused on determining the role of individual factors in internship satisfaction
of hotel management students .
F. Data Analysis And Interpretation
Well framed Open as well as closed ended questionnaires were aptly filled by the 50
respondents. The data reflected by the questionnaire are depicted in the below
format.
Data analysis and interpretation
S. Particular Rating Mean Result

No 1 2 3 4 5 score
1 Internship must be included 14 7 8 9 12 2.96 Neutral
in the curriculum.
2 During internship I have 5 3 4 8 30 4.1 Good
received complete assistance
& guidance from the hotel
employees.
3 Mind set up & emotions 1 3 2 5 39 4.56 Very good
plays a major role during
industrial training.
4 Pursuing internship from 1 2 2 5 40 4.62 Very good
renowned hotel brands plays
a crucial role during job
interview in the final year.
5 Practical session of my 3 3 4 5 35 4.32 Very good
classroom helped me in
having positive attitude

towards my work
6 Internship period should be 45 2 2 1 - 1.18 Unsatisfactory
increased.
7 My right attitude developed 1 1 9 8 31 4.34 Very good
confidence in my supervisor.
8 Special training programs 3 3 5 9 30 4.2 Good
needs to be conducted by
hotels.
9 Internship from 2nd year 2 6 8 10 24 3.96 Good
should be switched into the
final year.
10 My hotel provided necessary 17 5 11 4 13 2.82 Neutral
facilities during my training.
11 I was having an excellent 42 2 3 2 1 1.36 Unsatisfactory
working hours during my
internship.
12 Internship developed 1 5 10 14 20 3.94 Good
confidence in me with the
help of right attitude.
Note—1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree
Mean Interpretation: 1 - 1.80 = Unsatisfactory, 1.81-2.60 =satisfactory, 2.61-3.40= Neutral,
3.41- 4.20= Good, 4.21- 5.0=Very good
Recommendations & Conclusion
The foremost purpose of this research paper was to pin point several individual
factors and their role in internship satisfaction of hotel management trainees,
Undergraduates (who are in the final year of their course).The study also focussed on
the various individual factors contributing to the internship satisfaction of the
respondents such as Positive approach, Self-initiative, Academic knowledge (both
theory and practical) & Self-confidence of the respondents. The personal qualities of
the individual have a substantial impact on the performance of the individual during
the tenure of training may have good amount of result in the performance of the
individual qualities such as positive attitude, right approach and accountability
towards their works shows the positive results regarding the industrial training
satisfaction.

Findings of the report raise an alarm for the hospitality/ hotel management
educational institutions to diminish the gap between the thought processes regarding
the hospitality education curriculum & the actual requirement/ demand of the
industry.
Figure 2.Learning opportunities during internship for Hotel Management trainees
There are both positive and gloomy responses of the respondents regarding the
internship.
 Majority of the students supported the fact that internship from 2nd year should be
diverted to final year.
 Very few respondents agreed that they were comfortable with the hotel working
hours.
 Most of the respondents agreed that special training programs needs to be
conducted by hotels.
 Majority of the respondents admitted that a classroom study has helped them
during their internship.
 The hotel should have fixed working hours for the trainees, which will surely
help them to recover from physical and mental stress during the internship
period. It is suggested that every departments within the hotel needs to reframe
their schedules & must have a great deal of empathy for the trainees.
 Respondents agreed that pursuing internship from renowned hotel brands plays a
crucial role during job interview in the final year.
The findings of this research paper stated that rather than putting more time and
effort with appearance of the program, the above study reveals that hotel

management, hotel industry experts, hospitality educators should revisit, rework&
modify their internship program objectives. This must be reviewed very wisely
keeping in mind the latest & current hospitality trends so that the trainees are not
overburden with their work and can enjoy the actual work environment of the hotel.
This report will be a useful tool in the hands of the above mentioned stakeholders,
policy makers and corporations and make them reflect upon and implement the right
interventions to bridge the gaps.
References
1. Alonso, A. D., & O’Neill, M. A. (2011). What defines the “ideal” hospitality
employee? A college town case. International Journal of Hospitality & Tourism
Administration, 12, 73-93. doi:10.1080/15256480.2011.540986.
2. Barron, P. (2007). Hospitality and tourism students’ part-time employment:
Patterns, benefits and recognition. Journal of Hospitality, Leisure, Sport, &
Tourism Education, 6, 40-54. doi:10.3794/johlste.62.150.
3. Bathla, G., Kohli, V, & Singh, K B (2020).Career perception of Hotel
Management Students Before and After Internship.
4. Chuang, N., & Dellmann-Jenkins, M. (2010). Career decision making and
intention: A study of hospitality undergraduate students. Journal of Hospitality &
Tourism Research, 34, 512- 530. doi:10.1177/1096348010370867.
5. Chuang, N., Goh, B. K., Stout, B. L., & Dellman-Jenkins, M. (2007). Hospitality
undergraduate students’ career choices and factors influencing commitment to
the profession. Journal of Hospitality & Tourism Education, 19, 28-37.
6. Countryman, C. C., & Horton, B. W. (2006). Qualities and characteristics club
managers look for in entry level supervisors. Journal of Human Resources in
Hospitality & Tourism, 7, 47- 62. doi:10.1300/J149v07n02_03.
7. Curtis, S. (2007). Students’ perceptions of the effects of term-time paid
employment. Education + Training, 49, 380-390. doi:10.1108/0040091071
0762940.
8. Dani. R, (2020)-Individual Factors and Internship Satisfaction of Hotel
Management Graduates.
9. Dickerson, J.P. 2009. The realistic preview may not yield career satisfaction.
International Journal of Hospitality Management, 28(2), 297-299.

10. Dredge, D., Airey, D. & Gross, M. 2014. The Routledge Handbook of Tourism
and Hospitality Education. Routledge: London.
11. Ganguli, P. (2019). Internship Practices in the Hospitality Sector in India: A
Career Benefit or Precarious Experience.
12. Gibson, P. & Busby, G. (2009). Experiencing work: supporting the
undergraduate hospitality, tourism and cruise management student on an
overseas work placement, Journal of Vocational Education and Training, 61(4)
467-480.
13. Kerry, L. S. (2007)-Hospitality Employee Management and Supervision,
concepts and practical applications. New Jearsy: John Wiley &Sons.
14. Kukreti, R. & Dani, R. (2020) -Perception and Preferences of Hospitality
Management Students towards Working in Hotel Industry. International Journal
of Psychosocial Rehabilitation-24/6 (4965- 4971).
15. Knouse, S.B., Tanner, J., Harris, T., & Elizabeth, W. (1999). Internships: Save
disquieting findings. Journal of Employment Counseling, 36(1), 35.
16. Ko. Lam, T., & Ching, L. (2007). An exploratory study of an internship program:
The case of Hong Kong students. Hospitality Management, 26(2), 336-351
17. Richardson, S. (2009). Undergraduates’ perceptions of tourism and hospitality
as a career choice. International Journal of Hospitality Management, 28(3), 382-
388.
18. Robinson, R., Ruhanen, L. &Breakey, N (2015). Tourism and hospitality
internships: influences on student career aspirations.
19. Richardson, S. (2012). Utilising Generation Y: United States hospitality and
tourism students’ perceptions of careers in the industry. Journal of Hospitality
and Tourism Management, 19(1), 102-114.
20. Riley, M., Ladkin, A., &Szivas, E. (2002). Tourism employment: analysis and
planning. Sydney: Channel View Publications.
21. Ruhanen, L., Robinson, R.N.S., & Breakey, N. (2013). A tourism immersion
internship: student expectations, experiences and satisfaction. Journal of
Hospitality, Leisure, Sport & Tourism Education, 13(1), 60-69.
22. Seyitoğlu, F., & Yirik, S. (2014). Internship Satisfaction of Students of
Hospitality and Impact of Internship on the Professional Development and
Industrial Perception. Asia Pacific Journal of Tourism Research, (ahead-of-
print), 1-16.

23. Soliman, D.M. (2011). Entrepreneurial intention among tourism undergraduate
students in Egypt. Tourism Analysis, 16(4), 471-481.
24. Solnet, D., Robinson, R.N.S., & Cooper, C. (2007). An industry partnerships
approach to tourism education. Journal of Hospitality, Leisure, Sport & Tourism
Education, 6(1), 66-70.
25. Seymore, II. D., & Higham, M.T. (1997). The ACCESS guide to international
affairs internships. ACCESS (A Security Information Service). Washington, DC:
Access.
26. Tackett, J., Wolf, F., & Law, D. (2001). Accounting interns and their employers:
Conflicting perceptions. Ohio CPA Journal, 60, 54-56.

30
COVID-19 Impacts on the World
Aviation Industry: An Analysis of Events
Bharpur Singh1, Arvinder Kaur1, Vincy Rana2
1
Assistant Professor, UITHM, Chandigarh University.
2
Vocational Trainer, Government Senior Secondary School Baldhar, H.P.
Abstract
The research paper explores the effect of the 2019 novel coronavirus
COVID-19 pandemic on 52 identified airline companies worldwide.
Since the three COVID-19 news announcements, airline portfolio
returns decline more dramatically than the market returns. Investors
responded differently in three different situations. After the
announcement of the World Health Organization and the prime
ministers and Presidents of respective countries, several responses
were observed on part of airlines companies and air travellers too. In
comparison, Western traders are more open to recent knowledge than
the rest of the planet. The facts call for urgent regulatory designs to
mitigate the pandemic in the airline sector across the globe. Aviation
industry is one of the most hit industries with pandemic. Drastic
changes in the air-travel trends around the globe are observed. Current
paper aims to study the data available to measure the changes in air
travel globally.
Introduction
Activities in the aviation companies have been interrupted due to the 2019
coronavirus (COVID-19) pandemic. The spread of virus impacted many of the
businesses because the disease is easy to transmit amongst individuals. So far,
there is no trusted medical care for the condition. Thus, policymakers have
imposed restrictions transportation through countries. Even in the middle of 2020
the air travel between the countries was been banned for months. The airline has

shrunk in the market since then. This incident has inspired us to research the
effect of COVID-19 on the aviation industry around the world.
Related incidents have been seen in the economic consequences of airline crashes,
the September 11, 2001 bombings, and SARS (Kaplanski and Levy, 2010; Gillen
and Lall, 2003). (Loh, 2006). Recent research indicates COVID-19 has a
favorable impact on airline jobs, but its effect on airline market prices has not yet
been studied. To fill this void, we plan to study the airline stock returns from the
COVID-19 pandemic.
On these three days, the World Health Organisation (WHO) confirmed the first
COVID-19 contaminated case in China.
1. The first confirmed case outside China (January 13, 2020);

2. The epidemic in Italy (February 21, 2020); and
3. The WHO declared a worldwide pandemic and U.S. ban on passengers from
26 European countries (March 11, 2020). (Dunford et al., 2020). Researchers
have picked the data from these three dates because the policy-makers
announced crucial measures for the COVID-19 incident.
The authors have used analysis methods to study how COVID-19 official press
releases impact airline stock returns. The 52 stocks listed on all continents are
included in the report. At the very first event date, the announcements have not
effected the air travels to that much extent as people around the globe have not
paid that seriousness to the COVID 19 contamination. But the other events have
drastically changes the view point of people around the globe and hence the air
travel was majorly affected globally. Our results endorse Ding et al. (2020) and
Ru et al. (2020), publishing COVID-19 crashes asset prices. The seriousness to
the COVID19 have been observed paid varied attentions at different regions and
countries. This research adds to prior literature on downfall in the air travel in the
pandemic. The pilot research sample covers large airline companies around the
globe, which is distinct from other papers that concentrate on a single region. It
also sheds light on the consequences for policymakers in terms of adopting joint
measures of fiscal and monetary policies to mitigate the negative economic effect
of COVID-19 on this capital-intensive sector.
COVID-19 Impacts on the World Aviation Industry: An Analysis of Events 364

Secondary Data
Researchers have collected data from the companies in the air transportation code
classified as "travel and leisure." The original survey contains 102 listed
companies across the globe. However, most countries only have one airline listed,
so authors have decide to select countries with at least four listed airlines to
eliminate the possible prejudice of a limited sample 1. In the remaining survey,
there are fifty companies in nine countries. Researchers have added Chile and
South Africa to the remaining continents, although they each have one airline
company. All of the listed companies in the study accounted for almost 50% of
the entire sample. The major stock price index is used to calculate the market
return. The local currency exchange rates are derived from DataStream.
Methodology
Event analysis is the primary research technique utilized in this article. The
technique is a standard framework for investigating the effect of a single new
piece of knowledge on stock prices. Semi-strong type market efficiency3 (SME3)
says all applicable knowledge is embedded in stock prices. An open economy can
easily and instantly represent public knowledge. When an announcement is made
to investors, it is called new knowledge. A short window is typically used to
minimize unnecessary information on asset markets.
The popular method of event study starts with regression of stock returns on
market returns to predict estimated stock returns (fair values). Then an irregular
return is determined by subtracting predicted returns from real returns. Assuming
the economy is inefficient, abnormal returns must be negative, meaning equal
profit is the market price. Airports are starting to adopt this strategy (e.g., Gillen
and Lall, 2003; Park, 2004; Gong et al., 2006; Gong et al., 2008; Ho et al., 2013).
Researchers have chosen three significant cases, the first being the first
contaminated case outside China, first recorded in Thailand.
Italian and European influenza emerged at the same time. A worldwide pandemic
has been announced by WHO and the ban on passengers from 26 European
countries (Event 3: March 11, 2020). The ultimate aim is to investigate the

connection between such market activities and returns. This discovery indicates
that the conduct of the global airline industry is time-varying.
Ri,t = αi + βi Rm,t + UI,t ,
Where Ri,t, and Rm,t are daily returns of stock I and daily market index returns
on stock market m at time t, respectively. U.I.,t is the residual of stock I at time t,
which is independent and identically distributed.
Next, researchers estimated the parameters of the market model during the
estimation window in 2019. The abnormal return of stock I at time t (Ari,t) is
I,t = Ri,t — αi — βiRm,t,
Where αi and βi are the estimated parameters of stock I from Equation
I,t captures the event's impact when the information of the three above-mentioned
events is announced to the markets. If i, t are significantly different from zero, it
implies that market value deviates from fair value. Cari (t1,t2 ) is an accumulated
abnormal return of stock I during periods t1 and t2. Authors investigate whether
the market value deviates from the fair value by testing if Cari (t1,t2 ) is
significantly different from zero. Negative or positive Cari (t1,t2 ) implies that
stock prices deviate from their fair value during the examined period when the
market responds to the new information. The cumulative abnormal return of stock
I from time t1 to t2 (Cari,(t1,t2 )) is defined as:
∑
t2
CARi, (t1 ,t2 ) = ARi,t
t=t1
Authors have used a case window of the time from 5 days before to 5 days after.
The [0, 5] event window represents the success of financial markets. This
suggests analysis into transportation and logistics that reveals an incident window
no longer than 10 days (Park, 2004; Gong et al., 2006; Gong et al., 2008).
Another explanation for the short event window is to avoid overlapping event

windows (McWilliams and Siegel, 1997). Long event windows will reduce the
influence of statistics (Brown and Warner, 1980, 1985).
Discussions and Results
The bottom 5 columns in Fig. 1 represent the estimates of the irregular returns for
the whole study. Both three events would have a detrimental impact on the
aviation industry. This makes it hard to predict the impact of the first incident on
the first case recorded outside China (Event 1). The negative effect was slight,
indicating that the incident did not trigger the markets. Acknowledging the facts,
the most dangerous impacts occurred in Italy. (Event 2). After the airline was
disrupted in Boston, its stock experienced sustained negative abnormal returns of
7.84% over the five-day period. The airlines are affected by COVID-19, which is
perceived to be the first responder to the crisis. When the global pandemic was
publicly declared, financial prices plunged. When Trump banned international
travel, it caused a global panic. The negative irregular returns for airlines over the
five-day period following the announcements were 24.42 percent. Investors
panicked at the news, and shares quickly dropped from their fundamental values.
The airline industry has seen a dramatic decline in its stock values, which calls for
consideration from regulators and policymakers.
Table 1 displays the combined irregular returns of airline stocks in each nation
across three separate case windows for the three big incidents. We omitted Chile
and South Africa because they have only one airline listed in the study. The mean
and median of the cumulative abnormal returns in most cases are negative,
particularly on the event date and five days after the event date. We use both
parametric and nonparametric measures for equality of the mean and median
values. The Wilcoxson test showed comparable findings with a greater statistical
significance seen in the nonparametric test. We show outcomes in pre-event,-
event, and post-event windows. Effects during the pre-event window period are
most important in Event 2. On market statistics, these markets genuinely look
cheap. The equality checks for the first five days until Events 1 and 3 don't
indicate a substantial deviation from zero. This shows an overreaction or under-
reaction phenomenon.

Figure 1
Possible theories include that traders consider the spread of the disease to be
confined to specific areas and that countries around the world may find a vaccine
in the immediate future. Traders did not expect that certain airlines' performances
would collapse due to the grounding of some airlines. Thus, they underestimate
the impact of COVID-19 on the global economy. Second, the irregular returns are
not important since the pre-event information was taken into account during the
pre-event window cycles. Markets in Australia, Canada, and China lose large
sums of money during Event 3. Third, the proof [0, 5] is best for Event 3. The
timing of this occurrence is closely linked to the U.S. airline sector. Traders
overreacted worse than during the previous two cases. It is seen in Canada, too, as
they too have a common policy and economic circumstances. Because of all the
negative effects studies on air travel, the overall average return on air travel is
53.73%. The findings may be motivated by the herd immunity strategy.
Asian airline rates suffered less than the rest of the group, likely due to
government remedies. In February 2020, the South Korean government invested
in cash strapped in airlines and offered them cash, and in March 2020, the
government invested in airlines, exempted fees, and deferred payments (Kim,
2020). This support boosts the firm's financial capabilities and then eases the
investors' worries.
Researchers found the observations stable and used second-half results in the year
2019. The pre-event and post-event values are redefined between [-5, 0] and [-1,

0] and [0, 1] and [0, 5], respectively. The findings remain qualitatively and
quantitatively the same as shown in our analysis.
The authors calculated the fair value of airline firms by using profits, published as
of March 2020. In a laboratory experiment, we measure the difference between
equal prices and real consumer prices. The valuation of the company is measured
using a price-to-book calculation.
Price i, 1Q2020 = (Price — to — book) 2019*(Book value)i, 1Q2020
(Price to book) calculates 2019 the average demand to book ratio is 2019. We
measure the total value of book value of each business to produce a global price-
to-book ratio. (Book value, March 2020) I am the book value of stock I in March
2020.
The fair value of a company is the product of dividing its current price by its book
value. We compute the market value of each stock at the end of March 2020. We
expect markets to overreact to negative news and valuation decline during the first
quarter of 2020. We analyze airline firms in more detail. Due to data access, the
latest collection is from 35 airlines. Table 2 summarises the findings. Column 1
lists consumer valuation. Column 2 records stock prices using Equation. (4).
Column 3 describes figures for equal profit. The statistics show that most firms
are dramatically undervalued, leading to significantly average gaps in mean and
median of 22.10% and 48.00%, respectively. We find that investors overreact to
COVID-19 pandemic incidents.
Researchers described how the airline stock prices declined during the crisis due
to investors' perceptions of details. Data shows countries with harsher controls
have fewer market overreactions. This section also addresses and recommends
policy responses, covering fiscal and monetary initiatives (e.g., employment,
waiving airport use charges, administration).
The authors recommended that politicians should promptly and properly act. The
stimulus packages (e.g., loans and loan guarantees) would help regain customer
trust in the airline industry from the consequences of COVID-19. Banks have a
growing risk of being banked by troubled airlines because of increased

bankruptcy risk. Entry to low-rate loans or government-backed funding is crucial
for a business to succeed. In favor of issuing new bonds, governments can instead
purchase existing bonds on the primary market.
Table 1.Market value and fair-value

Market value Fair value ($US Difference
($US million) million)
Canada 2,928.39 5,531.06 —47.06%
Air Canada
ACE Aviation 3.93 8.64 —54.56%
Holdings
Chorus Aviation 336.01 790.34 —57.49%
EXchange Income 438.49 960.90 —54.37%
Corporation
China —47.31%
Air China 12,102.42 22,968.64
China Eastern 8,304.13 16,119.37 —48.48%
Airlines
China Southern 7,830.70 15,059.57 —48.00%
Airlines
Hainan Airlines 3,688.16 11,802.55 —68.75%
Juneyao Airlines 2,776.73 2,649.66 4.80%
China EXpress 1,105.49 691.26 59.92%
Airlines
Shandong Airlines 345.25 1,168.90 —70.46%
South Korea
Spring Airlines 4,179.18 3,773.11 10.76%
Air Busan 128.22 69.42 84.69%
Asiana Airlines 617.50 190.76 223.71%
JejuAir 364.53 335.14 8.77%
Korean Air Lines 1,470.66 2,866.00 —48.69%
Jin Air 273.33 214.49 27.44%
T’way Air 112.40 229.34 —50.99%

Hanjin Kal 3,631.96 1,447.67 150.88%
Thailand —83.56%
Asia Aviation 157.03 955.23
Bangkok Airways 257.85 1,242.22 —79.24%
United Kingdom
Dart Group 1,018.89 1,157.20 —11.95%
EasyJet 2,816.48 3,817.80 —26.23%
Wizz Air Holdings 2,446.44 2,253.45 8.56%
United States —9.40%
Allegiant Travel 1,339.10 1,478.03
Hawaiian Holdings 479.72 1,686.92 —71.56%
JetBlue 2,413.88 7,967.74 —69.70%
Mesa Air Group 115.79 805.45 —85.62%
SkyWest 1,316.24 3,948.17 —66.66%
United Airlines 7,822.86 17,187.40 —54.48%
Holdings
Alaska Air Group 3,489.98 7,327.18 —52.37%
Copa Holdings 1,914.68 3,607.31 —46.92%
Delta Air Lines 18,197.47 26,113.25 —30.31%
Southwest Airlines 18,117.25 16,561.45 9.39%
Spirit Airlines 882.39 4,077.66 —78.36%
Mean —22.10%
t-test Median —1.96a
WilcoXon —48.00%b
—2.72c
a Statistical significance at the 10% level.
b Statistical significance at the 5% level.
c Statistical significance at the 1% level.
In addition, airlines should be given tax deferrals and tax concessions in cash-
constrained airline sectors. It is the case that few nations use exemptions or
reductions in inputs such as spare parts used in air transport. Governments should
lift subsidies during the COVID-19 crisis. One of the steps introduced by this

government to slash taxes is to cut airline fares on domestic flights. However,
politicians need to adapt their country's requirements into the architecture and
apply sustainable practices. Other steps such as work and waiving of airport use
charges will be included in the relief plan. Governments should provide certain
restrictions on loans, including remaining working. Unpaid leave could be better
than lay-off for policy issues. For instance, in South Korea, low-cost carriers'
workers will earn 70% of their average salaries thanks to special job assistance
from the Ministry of Employment and Labor (Choi, 2020).
Table 2.Supportive Measures

Topic Supportive Measures
Finance Capital injection
Loan guarantees
Low interest rates
Corporate bonds purchase
Tax Relief
Employment Wage subsidies
Unpaid leave program
Special employment support
Airport Usage Discounted airport facility fees
Charges
Exempting parking fees
Exempting air navigation charges for certain periods
Deferring airport ancillary services
Reductions in landing charge
Discounting ground operators and deferring payment
Administration Permitting changes to business plans
Rerouting
Rescheduling
Restructuring
While these factors could minimize the risk of bankruptcy, many financially
troubled airlines faced with financial difficulty ended up in bankruptcy (Mahtani

and Garg, 2018). Alternatively, the regulatory steps should encourage airlines to
change their business plans. Unions shouldn't be allowed to interrupt flights to
protect profit margins. This will quiet down investors. Table 3 lists recommended
steps for COVID-19.
Conclusion
The pandemic has triggered disruptions all over the world. We research the effect
on the airline industry. Three important incidents are chosen for analysis. One is
the first case identified outside China, one is the Italy epidemic, and one is the
statement of WHO on the global pandemic outbreak and the decision by President
Trump to ban travelers from 26 European countries (Event 3: March 11, 2020).
We find the underreaction and overreaction to the announcement in event 1.
Stocks in Australia, Canada, the U.K., and the U.S. all dropped the most in the
after-event era. We give some possible hypotheses for the results. COVID-19 is a
pandemic that calls for the policy ramifications below.
In each region, the government must determine which path to take: Do they
financially fund airlines, give bailouts to airlines or encourage airlines to file for
bankruptcy. Various policies are in effect to comply with airline mergers and
acquisitions, tax reform, and government subsidies. These policies would raise the
national debt. Otherwise, airline liquidation is imminent and subsequently would
threaten the worldwide supply chain and associated industries.
References
1. Brown, S.J., Warner, J.B., 1980. Measuring security price performance. J.
Financ. Econ. 8 (3), 205-258.
2. Brown, S.J., Warner, J.B., 1985. Using daily stock returns: the case of event
studies.
3. Choi, K.A., 2020. S. Korea unveils support measures for airlines amid
coronavirus. https://en.yna.co.kr/view/AEN20200217001600320. (Accessed
24 July 2020).
4. Ding, W., Levine, R., Lin, C., Xie, W., 2020. Corporate Immunity to the
COVID-19 Pandemic NBER Working paper No. 27055. Available at.
https://www.nber.org/papers/w27055.

5. Dunford, D., Dale, B., Stylianou, N., Lowther, E., Ahmed, M., dan Arenas,
I.d.l.T., 2020. Coronavirus: The world in lockdown in maps and charts.
https://www.bbc.com/new s/world-52103747. (Accessed 8 May 2020).
6. Evidence from global stock markets. https://doi.org/10.2139/ssrn.3569330.
Available at SSRN.
7. Fama, E.F., 1970. Efficient capital markets: a review of theory and empirical
work.
8. Fama, E.F., 1991. Efficient capital markets: II. J. Finance 46 (5), 1575-1617.
9. Fama, E.F., Fisher, L., Jensen, M.C., Roll, R., 1969. The adjustment of stock
prices to new information. Int. Econ. Rev. 10 (1), 1-21.
10. Gillen, D., Lall, A., 2003. International transmission of shocks in the airline
industry.
11. Gong, S.X., Firth, M., Cullinane, K., 2006. The information content of
earnings releases by global airlines. J. Air Transport. Manag. 12 (2), 82-91.
12. Gong, S.X., Firth, M., Cullinane, K., 2008. International oligopoly and stock
market linkages: the case of global airlines. Transport. Res. E Logist.
Transport. Rev. 44 (4), 621-636.
13. Ho, J.C., Qiu, M., Tang, X., 2013. Do airlines always suffer from crashes?
Econ. Lett. 118 (1), 113-117.
14. Int. J. Transp. Econ. 33 (3), 401-422.
15. J. Air Transport. Manag. 9 (1), 37-49.
16. J. Financ. Econ. 14 (1), 3-31.
17. J. Financ. Econ. 95 (2), 174-201.
18. J. Finance 25 (2), 383-417.
19. Kaplanski, G., Levy, H., 2010. Sentiment and stock prices: the case of
aviation disasters.
20. Kim, D., 2020. Government to roll out additional support plan for COVID-19-
hit aviation industry. http://www.koreaherald.com/view.php?ud 2020041900
0163. (Accessed 24 July 2020).
21. Loh, E., 2006. The impact of SARS on the performance and risk profile of
airline stocks.
22. Mahtani, U.S., Garg, C.P., 2018. An analysis of key factors of financial
distress in airline companies in India using fuzzy AHP framework. Transport.
Res. Pol. Pract. 117, 87-102.

23. Manag. J. 25 (7), 655-668.
24. McWilliams, A., Siegel, D., 1997. Event studies in management research:
Theoretical and empirical issues. Acad. Manag. J. 40 (3), 626-657.
25. Park, N.K., 2004. A guide to using event study methods in multi-country
settings. Strat.
26. Ramelli, S., Wagner, A.F., 2020. Feverish stock price reactions to COVID-19.
In: Forthcoming, Review of Corporate Finance Studies, Swiss Finance
Institute Research Paper No. 20-12. Available at. https://doi.org/10.2139/
ssrn.3550274.
27. Ru, H., Yang, E., Zou, K., 2020. What do we learn from SARS-CoV-1 to
SARS-CoV-2.
28. Sobieralski, J.B., 2020. COVID-19 and airline employment: Insights from
historical uncertainty shocks to the industry Transportation Research
Interdisciplinary Perspectives. Available at: https://doi.org/10.1016/j.trip.20
20.100123, 2020.
29. World Health Organization (WHO), 2020. WHO Timeline-COVID-19.
Available at: https://www.who.int/news-room/detail/27-04-2020-who-time
line COVID-19. (Accessed 5 May 2020).

31
Contactless Hospitality: A Work Study on
the Behavior of Hotel or Restaurant Staff
towards their Guests during the Pandemic
Saanchi1, Dr. Sanjeev Kumar2
1
PhD Research Scholar, Lovely Professional University, Punjab.
2
Associate Professor cum HOD, Lovely Professional University, Punjab.
E-mail Id: saanchigrover@gmail.com, sanjeev.sharma@lpu.co.in
Abstract
Hospitality has been signified as a criterion of serving as much as

possible services to their customers. The criterion of serving services
to customers can be seen among different aspects, such as, travel,
dinning, accommodating, souvenir shopping’s, insurance, and
banking. As per the view of Hotel industry, food and dining services
have been intended to play a key role in the lives of million people
especially during the time of COVID-19 Pandemic for the purpose of
increasing the significance of immunity level. The concept of
contactless hospitality is new to the market during the time of
COVID-19 pandemic, which requires minimizing the risks in serving
hospitality services to their customers by adopting safety measures.
With the recent lookout of hotels, providence of contactless
hospitality can be determined through the help of serving dining
services to their guests along with the view of keeping safety
measures, whether safety measures can be counted in lieu of staff and
guests, as in staff should be in the proper hygiene sanitization terms as
well as there should be restriction in entry and exit of infectious
guests to the hotel or a restaurant. The study’s perspective aim to
make assure of serving hygiene dining services to their guests during
Pandemic. The study tends to submit an overview of providing
contactless hospitality and reaching the mark of customer
satisfactions through the adaptation of safety measures during the
Contactless Hospitality: A Work Study on the Behavior of Hotel

or Restaurant Staff towards their Guests during the Pandemic 376
time of Pandemic. The study intend to find out what authentic
measures will the hotel or restaurant staff would like to adopt in view
of reaching the mark of customer satisfactions. The study also tends
to find out what would be the challenges as well as obstacles that the
hotel staff will face to satisfy their guests requirements during the
Pandemic period. The study also focuses on working of increasing
revenue sales by adopting unique method in satisfying their guest
needs during the period of Pandemic.
Keywords: Hospitality, Contactless Hospitality, COVID-19,

Customer Satisfactions, Revenue Sales, Adopting Authentic
Measures.
Introduction
Hospitality has been signified as a criterion of serving as much as possible

services to their customers. The criterion of serving services to customers can be
seen among different aspects, such as, travel, dinning, accommodating, souvenir
shopping’s, insurance, and banking. As per the current view of COVID-19, many
industrial sectors including Hospitality, Hotel and Restaurant industry are facing
huge stake of losses according to the economical aspect of the country. So
according to the views of loss in masses, the management team of Hotel and
Restaurant industry has decided to resume the food and dinning services first by
taking an initiative to bring out a new concept in the market of Hospitality sector,
known as, Contactless Hospitality as just to make sure the desires of public
audience who always remain keen for food and dining because of its necessity in
everyone’s life. Contactless Hospitality means to serve all the services including
food and dining to their customers which requires along with making assured of
minimum to minimum risks by adopting authentic safety measures just to meet
their guests expectations specially during the time of COVID-19 pandemic where
each and every person is suffering from mental illness to physical illness as well
as a mental fear of the pandemic cases kept on increasing on day to day basis.
After having a lookout to the recent scenario of the running global disaster, the
staff of Hotels and Restaurants are intended to take care well of their guests
through maintaining the scale of authentic safety measures by using proper

hygiene and sanitization system along with covering of faces using masks. Since
the hotel and restaurant industry have thought to adopt a technique known as
Contactless Hospitality, through which all the Hospitality industry outlets can at
least try to offer their guests the same level of services they deserve and expecting
during the time of COVID-19 pandemic.
Historical Background of COVID-19
The Corona Virus is a contagious disease which spreads through being in the
contact of an infectious person. This disease is caused by the SARS-COV2
(Severe Acute Respiratory Syndrome Corona Virus 2). Later in March 2020,
Corona Virus became a global effect crisis issue and WTO (World Health
Organization) declared it as a Pandemic after the Europe began to be the center of
this disease. This disease brought a sudden halt into the economies of different
markets and industries. A report published by UNWTO (United Nations World
Trade Organization) which estimated that this industry might suffer a loss of 850
million to 1.1 billion international tourist inflows. An another report published by
WTTC (World Travel & Tourism Council) which stated that there could be a
global effect of 50 million jobs worldwide in the hospitality industry. At the last,
the government perspectives have shown to unlock the destinations and its
attractive services especially including hospitality, hotel and restaurant dinning
services in order to rebound the economy market in its better way. The Corona
Virus or COVID-19 has been named as an Outbreak, which have put the Indian as
well as World’s Economy into the major stake of losses. With the current effect of
this outbreak of corona virus led the whole Hospitality industry including Hotels
and Restaurants into the risk of major losses in dealing with accommodation
services, restaurant dinning services, transport services, FITs and GITs services.
Hospitality Industry is one of the leading economic industries worldwide. The
market of hotel and restaurant is the back bone for the hospitality industry. Most
importantly, dining can become a helpful part to bring an enhancing effect in the
economy of hotel market. Through the effect of food and dining, Hospitality
industry could be able to rebound itself in a better way post COVID-19.
Hospitality and Dining are the two integrate linkages for the sector. Somehow,

Hospitality has been defined mainly with dining experiences at its significant
manner. Food and Beverages have become a centre point to the sector. Although
it preferred to be an easier task, to promote the hospitality with the perspective of
dining, beverage and its food scapes. Food is that concept which is being related
to a sense of taste for a place or an area and which can be used as a helpful tool
for the future opportunities to the sector. There has been a direct connectivity
between dining, culture and a hospitality scales. Some of the times, guests tend to
find time for valuable and variety of scopes in hospitality. Dining has been
playing a prominent role as an attraction point in bringing out different kind of
hospitality with the effect of this pandemic. Nowadays, food and dining has been
becoming an epicentre for millions of guests. But the important point is that
dining practices provides support for branding and marketing because it touches
on so many elements for the hospitality experience. It also serves to link many
different elements of experience together. Essentially the whole food culture for a
hotel can provide the basis for branding and marketing. This study reviews on the
impact of reaching the mark of customer satisfactions during the time of COVID
pandemic. The dining and hospitality have a significant linking criteria for the
current times of market.Few recent studies had attempted its way that in the last
twenty years, several viral epidemics like as the severe acute respiratory
syndrome corona virus, which is, SARS-CoV in 2002 to 2003. The other way
study has shown that in 2009 another infection of virus epidemic, known as H1N1
influenza was recorded. In 2012, the study recorded its first MERS-CoV in Saudi
Arabia. As and when the timeline of graph reaches at its present stage, it has been
recorded that the epidemic of cases with unexplained respiratory infections of
corona virus which was first detected in Wuhan, the city of China on 31st
December 2019. This also been recorded that this virus is very contagious and had
spread itself across the world very quickly. The first case of corona virus speeded
globally was on 30th January 2020, and by the time increases, the virus made itself
to get increased and reach United States, as the first case in US recorded on 26th
February 2020. An recent study declared that the potential of these all viruses has
began in increasing which seems in developing the serious risk in public health.
Few studies have examined the COVID-19 outbreak with researching of medical
examinations. Studies also show that these viruses has changed and made the
economy in loss category worldwide. The trajectory of this virus outbreak began

in India since March 2020 and kept the Indian economy at its low. Recent studies
of UN suggested that due to the outbreak of corona virus worldwide, the
organisation UN has decided to cancel the 2020’s international and national
hospitality businesses to put its all responsibilities on the grounds of people health
first.
An Effect of Pandemic over the environment of Hotels and Restaurants
This Pandemic has made each and every person suffering from both physical and
mental stress. This pandemic has taught each and every one of us, an importance
of life and about basic necessities of one’s life. The whole economy of world as
well as India have been destroyed in terms of profits, revenues and sales through
which the economy suffered the majority of losses interlinked to every industry,
whether it can be banks, insurance, railways, airlines, and travel. But the
Hospitality, Hotel and Tourism industries are still been suffering a severe effect of
losses in terms of their product sales only because of the pandemic period. Due to
the majority of losses in Hospitality and Tourism industries, there has been
bizarre effect over the running environment of Hotels and Restaurants including
their staff, employees and potential customers. The pandemic in the overall status
has affected the environment of majority of Hotels and Restaurants with the terms
of product sales and employment at city, state, national as well as at international
level. Although with having a lookout on the adoption of new scheme in hotel and
restaurant industry, that is, moving ahead with new trends and adopting new
techniques according to the governance guidelines of New Normal as to make the
environment lovable and friendly for their guest’s demand and needs. With the
help of governance guidelines, the hotel and restaurant industry have thought to
adopt a technique known as Contactless Hospitality, through which all the
Hospitality industry outlets can at least try to offer their guests the same level of
services they deserve and expecting during the time of COVID-19 pandemic.
1. The study’s perspective towards the hygiene dining services to their guests
during Pandemic.

2. To analyse the contactless hospitality and customer satisfactions through the
adaptation of safety measures during Pandemic.
3. The intention of study would like to know, on what authentic measures the
hotel industry can reach the mark of Guest’s desires with the running effect of
pandemic.
4. The study the challenges and obstacles that the hotel staff will face to satisfy
their guests during Pandemic period.
5. To study the various strategies adopted to increase the revenue and satisfying
the guest during the period of Pandemic.
Hotel-Restaur
Hygiene
Customer
Satisfactions
Revenues
and Sales
Figure 1.Shows the cyclic process of three steps that are extremely
dependable on each other during the time of COVID-19
Research Methodology of the Study

The methodology of the study has been articulated into some key sections,
namely Selection of data approach and sampling design, Data collection and Data
analysis. However, the entire work in the study is all original in every manner.
Selecting Data Approach and Sample
A qualitative as well as quantitative approach and non - probability snowball

sampling will be implied for the study, as to find out the impact of COVID-19

pandemic on reaching the mark of customer satisfactions by using and adopting
authentic measures. The approach and sampling technique will work for the study
also on the base of keeping a view on the revenue sales by adopting new
strategies during the pandemic period in order to have an increasing effect.
Collecting Data
The data for the study will be collected using snowball sample design and going
through the survey views of Hotel as well as Restaurant Staff and Potential
Customers using a questionnaire tool which will require all closed-ended
questions and an interview tool also which will require interviewing Hotel as well
as Restaurant Staff and Potential Customers.
Analyzing Data
The data that has been collected can be analyzed based on the survey views of
Deluxe Hotel as well as Restaurant Staff and their Potential Customers, and will
provide the result for the study using SPSS software through which quantitative as
well as qualitative approach would be performed. The analysis of the data
collected can be performed using Alternate hypothesis tool along with Z - test
through which there is a possibility to prove that Hotel and Restaurant market
could rebuild its way on the expectations of their customers during the period of
COVID-19 Pandemic.
Z-test would likely to be used for the study because the sample size taken in the
study is large as it requires the whole Staff of Deluxe Hotels and Restaurants
along with their Potential customers. Using Alternate hypothesis tool with Z–test,
it is known to be as the sample mean is not equal population mean. Z=(sample
mean–population mean)/ (standard deviation).

• Quantitative and
Approach Qualitative
approach
• Non - Probability
Data Collection Snowball
sampling
•Survey results of Hotel

Analysis of Data and Restaurant Staff
collected along their Potential
Customers
Figure 2.Shows the techniques that will be used for finding and analyzing results
Table 1.Showing the analysis done of Hotel and Restaurant

Staff along with their Potential Customers
Staff Customers
9 13
12 20
18 25
28 35
35 40
15 64
24 53
65 22
21 4
74 84
38 26
44 70
42 52
55 85
60 34
416.4285714 638.0285714

Findings of the Study
1. The study would like to help in finding to prove that the physical touch could
be possible to attract customers during the time of pandemic.
2. However, the overall findings for the study would like to help in signifyingthe
effect on revenue sales as well as the effect on guest visits by adopting
authentic safety measures and developing new strategies, during the Pandemic
period.
3. However, the findings are highlighted on the basis of results performance
according to the responses received after surveying on the views of Hotel and
Restaurant Staff and their Potential Customers.
Results of the Study
The results would like to depict and confine by collaborating the survey views
and responses of the Staff of Deluxe Hotels and Restaurants along with their
Potential customers in the area of Chandigarh through using software named as
SPSS (a Need of hour for every researcher), regarding the behavior of Hotel and
Restaurant Staff towards their Guests during the running pandemic period of
COVID-19.
Table 2.Shows the output of the analysed result

z-Test: Two Sample for Means
Variable 1 Variable 2
Mean 36 41.8
Known Variance 416.4285714 638.0285714
Observations 15 15
Hypothesized Mean Difference 0
Z -0.69176591
P(Z<=z) one-tail 0.244542174
z Critical one-tail 1.644853627
P(Z<=z) two-tail 0.489084348
z Critical two-tail 1.959963985

The results for the study have been confined by evaluating the responses of Staff
as well as their customers using a questionnaire and an interviewing tool through
which it can be depicted that there is a need to showcase a re-built of the Hotel
and Restaurant industry in the market during the time of COVID-19. The results
also show that there are significant chances of re-building of Hotel and Restaurant
industry could be possibly done in the linking skill terms of revenue and sales.
Suggestions to be implemented
The suggestions for the study will be implied on the basisof the analyzed survey
results of Hotel and Restaurant Staff with their Potential Customers, through
which we can have a look to the following suggestions:
1. To satisfy and bring back their Potential Customers, there is a need to take the
authentic safety measures well specially during the time of COVID-19.
2. To make stable the running effect of Hotel and Restaurant sales, for which we
should adopt strategies according to the provided requirements of safety
guidelines.
3. For the future after effect of revenue sales, we can look after to publicize
using different forms as per the recent trendsetter techniques.
4. There will the way for Hotels and Restaurants along with their Staff to re-
design itself in the Hospitality economical market, only by the after effect of
revenue and sales.
Conclusion
Hospitality has been signified as a criterion of serving as much as possible

services to their customers. Contactless Hospitality means to serve all the services
including food and dining to their customers which requires along with making
assure for minimum to minimum risks by adopting authentic safety measures just
to meet their guests expectations specially during the time of COVID-19
pandemic where each and every person is suffering from mental illness to
physical illness as well as a mental fear of the pandemic cases kept on increasing
on day to day basis. The study level is although paying a heed to reach out in the
achievement of it’s objectives with the help of using a questionnaire tool and

interviewing Staff as well as their potential customers for the purpose of
collecting their responses on the aim of study’s perspectives and to use their
responses in analysing the results.
References
1. Cascella, M., Rajnik, M., Cuomo, A., Dubebohn, S. C., & Napoli., R. D.
(2020, April). Features, Evaluation and Treatment Coronavirus (COVID-19).
2. Catherstonrine I. Paules, M., Hilary D. Marston, M. M., & Anthony S.fauci,
M. (2020). Coronavitus infections-More Than Just The Common Cold.
(JAMA, Ed.) Jama Network, 323(8). doi:10.1001/jama.2020.0757.
3. Gralinski, L. E., & Menachery, V. D. (2020, January 24). Return of the
Coronavirus: 2019 - nCoV. MDPI, 12(2). doi:10.3390/v12020135.
4. Vincent J. Munster, P. M. (2020, January 24). A Novel Coronavirus Emerging
in China - Key questions for Impact Assessment. The New England Journal of
Medicine. doi:10.1056/NEjMp2000929.
5. Wei-jie Guan, P. Z.-y.-h. (2020, April). Clinical Characteristics of
Coronavirus Disease 2019 in China. The New England Journal of Medicine.
doi:10.1056/NE/NEjMoa2002032.
6. Wu F., Z. Y. (2020, February). A new coronavirus associated with human
respiratory disease in China. Nature 579, 265-269. doi:10.1038/s41586-020-
2008-3.
7. Ying Liu, A. A.-S. (2020, March). The reproductive number of COVID-19 is
higher compared to SARS coronavirus. Journal of Travel Medicine, 27(2).
doi:10.1093.
8. Zhou P., Y. X. (2020, February). A pneumonia outbreak associated with a
new coronavirus of probable bat origin. Nature 579, 270-273. doi: 10.1038/
s41586-020-2012-7.

32
Health and Hygiene Issues
Mr. Pulla Suresh
Institute of Hotel Management, Hyderabad.
E-mail Id: suresh.pulla@gmail.com
Abstract
Health and hygiene is taken into account a crucial live to stop the
transmission of pathogens in Hospitality and Tourism, and it's
evidenced that rising hand hygiene compliance considerably reduces
health care-acquired infections, hand hygiene has been counseled as a
crucial strategy to assist stop the unfold of COVID-19 in Tourism
Industry. The challenges particularly populated area density,
pollution, and smokers, low hand laundry habits, low access to scrub
water and beverage, restricted personal protecting instrumentality.
COVID-19 management policy with the hygiene sanitation approach
is meted out with four factors particularly personal defend
instrumentality, health education, personal hygiene, and sanitation.
Keywords: Hygiene and Sanitation, COVID-19, Hand hygiene.
Introduction
Critical global responses to regulate the spreading of the COVID-19 pandemic

have enclosed travel restrictions, shelter-in-place and social distancing orders.
Most countries round the world have imposed partial or complete border closures,
with travel bans poignant the bulk of the world’s population. With millions
suddenly fired, uncertainty over economic recovery, and global fears of constant
COVID-19 unfold and its future waves, the cordial reception trade was among the
first industries affected, and it'll be among the last industries to recover.
“We trust that our efforts not solely give associate degree optimized expertise for
our guests, however conjointly secure their health which of their families, more
cementing the boldness that our guests have had to this point and inspiring people

from each corner of the planet to go to one in all the safest cities within the world
this summer.”
Significance of Study
The study was geared toward exploring the perceptions of tourists at this crucial
time concerning their feelings of safety and their level of satisfaction concerning
questions of safety and hygiene. Moreover, the study goes so much on the far side
this; it aims to get the distinction of hygiene analysis between tourists’ feminine
and males. The variations in gender’s perceptions concerning totally different
problems in tourism and welcome were the core of many studies. Tourists take
into account issues of safety because the most significant attributes of any
destination. The attributes of a destination area unit the pull factors in Push-Pull
theory, whereas the push factors area unit the perception of risks related to these
attributes. Initially, Push-Pull hypothesis was risen up out of Lee's theory of
Migration. Lee et al in 1966 claimed that there are a unit several factors (push
factors, pull factors, intervening factors, and private factors) that create folks
migrate from the origin space to the destination. The pull factors might be natural,
cultural, or semi synthetic attributes and also the pull factors might be political
instability, wars, negative name of the destination and services. Therefore, safety,
security, privacy, and hygiene area unit among pull factors of the destination.
Many of the issues taken into considerations by consumers when selecting
travel destinations are health-related; while at an equivalent time, there's an
overall positive resident sentiment concerning travel and welcome business
enterprise.
"Such experiences can help objective supervisors and advertisers get before
the bend to reconsider, modify, and reposition their objective's work in
wellbeing and cleanliness starting at this point." This report suggests that
objective administrators and other the travel industry partners across the world
start making close associations with general wellbeing authorities, the travel
industry store network organizations, and local networks to begin a planned
recharging of traveller confidence within the health and safety of their
destination. Destinations that meet these expectations through finance in
hygiene and safety measures and clearly communicate these changes to
Health and Hygiene Issues 388

travellers and residents alike are progressing to be well-positioned to win at
intervals the post COVID-19 travel era Ultimately, multi-sectoral coordination
between ministries of health, agriculture, tourism, trade and communication of
the outcomes of these policy actions to the broader community, together with
travelers are progressing to be crucial to meeting these goals and restoring
confidence inside the tourism trade.
Hygiene
If COVID-19 is spreading on your community, live secure by taking few simple

precautions, consisting of physical distancing, wearing a mask, retaining rooms
properly ventilated, heading off crowds, cleansing your arms and coughing into a
dishonest elbow or tissue. Check nearby advice wherein you stay and work.
Health Education
COVID-19 gives us an opportunity to embody our health improvement collective
action. Promoting wellbeing in diverse environments, primary health care,
education, workplace and neighborhood’s all have their main positions in helping
the local community to meet the challenges of public health. Avoid the 3Cs:
spaces that are closed, crowded, or near interaction are involved. In restaurants,
choir practices, exercise classes, nightclubs, offices and places of worship where
individuals have gathered, outbreaks have been recorded, mostly in crowded
indoor settings where they speak loudly, yell, breathe heavily or sing. In crowded
and inadequately ventilated spaces, the chance of having COVID-19 is greater.
Personal Hygiene
Individual wellbeing and cleanliness is the main line of safeguard for COVID 19
and presently individuals have begun embracing the conduct they are following
since lockdown. The essential advances center around advancing individual
cleanliness practices identified with COVID-19, incorporating hand washing with
cleanser, keeping up physical/social removing, respiratory cleanliness, and
surface cleanliness in numerous nations like South Asia, Africa, and America. We
are reinstalling our conventional strategies like doing Namaste as opposed to
shaking hands; this is likewise a piece of our conduct change. Individuals have

begun keeping up distances among one another; this will prompt social contrasts
among the individuals. A few people are turning out to be thoughtful person in
light of the present circumstance the vast majority of the individuals will create
smart dieting propensities as they are doing as such in this crown time to support
their insusceptibility, a few people who are not cleanliness cognizant will become
cleanliness crack due to the circumstance ,these everything will be reflected in
their conduct forever individuals will likewise build up a propensity for wearing
the cover which not just aides in evading pointless infections and microorganisms
yet additionally shields us from air contamination and this adjustment in conduct
in them will make them solid and illness free. This COVID-19 circumstance has
transformed everyone and has additionally been associated with their conduct
changes day by day propensities. Possibly it has caused us to grow a lot of
important individual cleanliness and solid propensities.
General Measures
1. Drink hot water throughout the day.

2. Daily apply of Yoga and meditation for a minimum of 30 minutes
3. Spices like Cumin, Coriander, Turmeric and Garlic are counseled in
cookery.
People in bound previous sicknesses like polygenic disorder, cardiovascular

disease, cardio tube-shaped structure infection and metastasis problems are at
the next danger of getting COVID-19 inconveniences; it to boot bothers with
age because the overall insusceptibility decreases as you get older within the
younger age with no basic diseases. COVID-19 will bring on a minor
contamination if you've got a hearty insusceptibility and do not participate in
exercises like smoking or vaping to battle the surge of the infection.
Conclusion
Hospitality and tourism sector should pay more attention to Health & Hygiene of
their employees and they should be trained about respecting tourist’s privacy
securing their information and assuring their safety.
Health and Hygiene Issues 390

References
1. https://www.researchgate.net/figure/Hygiene-and-Sanitation-Factors-for-COV
ID.
2. https://www.researchgate.net/publication/343261354_Hygiene_and_Sanitatio
n_Challenge_for_COVID.
3. https://www.who.int/publications/i/item/WHO-2019-nCoV-IPC-WASH-202
0.4.
4. https://infomineo.com/COVID-19-impacted-travel-tourism-industry.
5. https://www.thenationalnews.com/uae/health/dubai-given-safe-tourism-stamp-
of-approval-amid-global-pandemic-1.1054111.
6. https://www.researchgate.net/publication/314977147._
7. https://www.pata.org/press-releases-copy/pata-examines-the-impact-of-health-
and-hygiene-on-post-COVID-19-destination.
8. https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for
-public.
9. https://unescochair-ghe.org/resources/themes-COVID-19.
10. https://timesofindia.indiatimes.com/readersblog/rabinathoughts/personal-heal
th-and-hygiene-diaries-in-times-of-COVID-19-2-26571.
11. https://www.ayush.gov.in/docs/123.pdf.
12. https://www.narayanahealth.org/blog/boost-immune-system-against-coronavi
rus- COVID-19.

33
Need of Imparting Crises Management Skills in Hospitality &
Tourism Management Education: Indian perspective
Rajni Kumari1, Mahesh Kumar Bairwa2
1
Asst. Lecturer, State Institute of Hotel Management, Jodhpur Rajasthan, India 342001.
2
Lecturer, State Institute of Hotel Management, Jodhpur Rajasthan, India 342001.
E-mail Id: rajni.ihmjodhpur@gmail.com, mahesh.k4@gmail.com
Abstract
Hospitality and tourism is always imparting a great opportunities to

the new business and ultimately adding the economic development of
local, national and international regions through the multiplier effect.
The management and manpower of hospitality organization are in real
world where, they are required to deal with such events of crises in
day today life. The hospitality industry has always been the soft target
for manmade crises. The handling of such crises require awareness,
knowledge and proper training right from beginning of career to
actual dealing of the situation by the employees in the organizations.
This research study is an exploratory study aims to focus on
understanding and examining the various component of crises
management in the curriculum of various hospitality and tourism
educational institutions of India, and to evaluate the need of imparting
crises management in Hospitality and Tourism education along with
developing a frame work of imparting crises management skills
among the peers of hospitality and tourism. The findings of this study
will facilitate the important practical and academic implications of
crisis management component in Hospitality and tourism education.
Keyword: Crisis management, Disaster management, Tourism and

Hospitality Education.
Need of Imparting Crises Management Skills in Hospitality

& Tourism Management Education: Indian perspective 392
Introduction
Crises management planning is not a science, it is more of art. Science is

“knowledge covering general truths” or the operation of general laws, as
obtained and tested through scientific methods. Art is “skill by experience, study
or observation.”- Steven Fink, Crisis Management for the inevitable.
The above words exactly correlate the crisis management with the operations of
hospitality and tourism as the operational pattern of this industry is more artistic
than science. The word crisis comes from Greek ‘Krisis’ which means
differentiation or decision. While in Chinese, equivalent word is ‘Weiji’ which is
formed from first letter danger (weixian) and opportunity (jihui). (Glaesser,
2006). Crisis management relates to a process of “how we prepare for, respond to
and learn from the effects of a wide range of major failures that impact upon
groups of people, from organizations to local, national and international
community” (Elliott, 2014). Hospitality and Tourism industry is having direct
relationship with the several factors which can suddenly occur any time like
natural disasters like hurricanes, volcanic eruptions, torrential rains, floods,
tsunamis etc and manmade disaster like technological crisis, confrontation,
malevolence, organizational, workplace Violence, rumor, terrorist attacks,
regional tensions etc (crisis management, 2021). To deal with the different crisis
and conditions professional knowledge and skills with masters in technical and
make readiness in technologies helps in handling the situations (Hošková-
Mayerováa, 2016). There are different leaders for handling crisis– local public,
school and college students, government officials, elected people, professional
organizations (crisis management, 2021). Disaster or crises management is being
taught to peers under schooling in the classes like 8th, 9th, 10th, 11th and 12th as
part of curriculum where theoretical inputs are given on the major natural crises
like earth quake, floods, droughts and manmade disasters such as accidents,
nuclear, chemical and concepts of WMD, safe construction, land slide, cyclone
etc. (NGIPS, 2007). However Hospitality and Tourism industry has to face similar
as well as other kind of crises which directly affects its economic growth. The
major crises faced by the world in last two decade are mentioned below which has
badly affected the hospitality and tourism industry:

Table 1.
Sr. Year Event
N.
1. 1999 Indian Airlines plane hijacked from Nepal: 178 passengers
released after 8 days.
2. 2001 9/11 bombings at twin towers of world trade center in New York,
killing 2645 people and injured more than 700.
3. 2001 Gujarat Earthquake: This disaster killed around 20000 people and
injured more than 167000 people and nearly 4 Lac people became
homeless. (Singh, 2020)
4. 2002 Nine French and five Pakistanis, including the suspected suicide
bomber, killed at Sheraton Hotel, Karachi
5. 2002 12 persons, including seven Germans, injured at an Archaeological
site in Mansehra, Pakistan.
6. 2002 US journalist Daniel Pearl abducted in Karachi
7. 2003 Severe Acute Respiratory Syndrome (SARS) virus epidemic in
Asia and Canada impacted on tourist movements and air travel.
8. 2004 Indian Ocean Tsunami: It affected India and 12 other neighboring
countries. More than 2.3 Lac people killed. (Singh, 2020)
9. 2005 Bombs at New Delhi killed 61 and injured 200.
10. 2005 At least three people are killed and 20 others, including two South
African women, sustain injuries in a powerful car bomb explosion
in front of the KFC restaurant in Karachi
11. 2007 Bihar Flood Disaster: The worst affected districts were Bhagalpur,
Darbhanga, Patna, Mujjafarnagar, Saharasa etc. This flood affected
more than 10 million people of the entire state of Bihar. United
Nations described it as the worst flood in the ‘Living Memory’.
12. 2008 Terrorist attack on two hotels in Mumbai killed 17
13. 2008 A bomb blast killed a Turkish woman, Inder Baskar, who worked
for a Turkish relief agency, and wounding about 15 other
foreigners, including some US diplomats at Luna Caprese
restaurant in Islamabad.
14. 2008 Bombings at Marriott Hotel in Islamabad killed 40, injured 100.

15. 2013 Uttrakhand Flash Flood: Due to heavy rainfall and landslides, 12
out of 13 districts of the state hugely affected. More than 5700
people died and around 1 Lac pilgrims and tourist were trapped in
the kedarnath shrine (Singh, 2020).
16. 2014 Kashmir Flood Disaster caused more than 550 deaths and a huge
loss to the lives of Kashmir region in September 2014. The water
of Jhelum river swelled due to continuous torrential rainfall.
17. 2019 Corona virus (pandemic) has hugely affected the lives of live of
India as well as other countries of the world. As per WHO,
109,676,360 cases has been reported till date and 2,418,768 deaths
has been reported worldwide. More than 10,925,710 cases with
155,840 deaths have been reported in India only
(https://www.worldometers.info, 2021).
18. 1999 Super Cyclone Odisha: This cyclone not only affected India but
neighboring countries like Bangladesh, Myanmar and Thailand
were also. Odisha and its coastal parts were badly destroyed. As
per the estimation around 15000 people died and approximate 1.67
million people became homeless (Singh, 2020).
Source: (Garg, 2009)
These crisis incidents not only affect the world in terms of socio-politically but
economically have shaken the countries. By taking considerations on the
published studies in the various domains, it is found that, worst impact is faced by
the hospitality and tourism as it is soft target for manmade crisis.
Hospitality & Tourism Education in India
Hospitality education is predominantly provided by the National council for Hotel

Management and catering Technology (Society), Initially it was set up in the
name of National Board of Studies in Food Management, catering and Nutrition
under the administration control of Ministry of Agriculture department and
subsequently it was transferred to Ministry of Tourism Govt. of India in 1984
with naming as National council for Hotel Management and catering Technology
(Society). The current office of council is situated at A-34, Sector 62, Noida
(U.P.) in its own building. (http://nchm.nic.in, 2021). The council is regulating

academics in the field of hospitality and tourism through 21 central Govt.
sponsored Institute of Hotel Management, 25
(Source: Authors)
Figure 1
State Govt. Sponsored IHMs, 1 PSU owned Institute, 25 private Institute

(Affiliated to NCHM) and 14 Food Craft Institutes. These Institutes offers 11
different types of professional program leading to award of certificate, diploma,
Post Graduate Diploma, Bachelor and Master Degree, in collaboration with
IGNOU, Delhi (Bairwa, 2020).These institutes are spreaded across the country
can be seen in the map. Apart with the above, some other prominent institutions
of higher studies are also offering the high- quality education and training in the
similar field like:

 OCLD-The Oberoi Centre for Learning and Development, Pune
 The Welcome group Graduate School of Hotel Administration, Manipal
 Kohinoor-IMI School of Hospitality Management, Indore
 The National Institute of Tourism and Hospitality Management, Hyderabad
 Institute of Hotel Management, Aurangabad, run in collaboration with the Taj
Group of Hotels (Jithendran, 2000)
In the University educational system, hospitality and tourism education has

ventured lately. Some of the major universities are imparting the various courses
(short term certificate & diploma, four years bachelor degree and master degree)
like, MJP Ruhelkhand University Bareilly launched 4 year Bachelor of Hotel
Management & Catering Technology program in India in 1996, Subsequently
Bundelkhand University Jhansi in 2001, BIT Mesra in 2003, HNB Garhwal
University, Srinagar, Garhwal in 2004 and many other Universities launched hotel
management program in their campuses. In terms of launching Masters
Programme in Hotel Management (MHM) was launched in Kurukshetra
University Haryana in 2002, Bundelkhand University Jhansi & MD University
Rohtak in 2005 (Dahiya, 2013). Many other central and state universities has also
amalgamated hospitality and tourism program in their vocational courses list.
Educational program on tourism were launched in 1970’s and slowly gained
significance through the demand generation by the industry. Slowly, many
universities have come forward and started diploma, PG diploma level programs.
Even some universities amalgamated tourism courses with already running
courses with management, business administration and commerce. An exclusive
tourism education is being imparted by Indian Institute of Tourism and Travel
Management (IITTM) Gwalior (M.P), an autonomous organization under
Ministry of Tourism, Govt. of India and established in 1983. It has four campuses
situated at Noida, Nellore, Goa, Bodh Gaya, Bhubaneswar and shillong and
offering various programs of tourism education viz. PhD, MBA, PGDM, BBA
etc. (Indian_Institute_of_Tourism_and_Travel_Management, 2021). Master’s
Programme in Tourism were firstly launched by Kurukshetra University in early
90’s and then subsequently by Himachal Pradesh University, Shimla, HNB
Garhwal University, Bundelkhand University Jhansi, and Jammu University. The
success of these hospitality courses has motivated almost 30 universities across

the Indian sub-continent to offer various tourism courses. In this race many
private colleges and universities (Deemed) are also in the race of offering tourism
related course presently (Dahiya, 2013).
Literature Review
The subject of research needed substantial review of earlier studies to know the
concept better and proceeding further in research. However, International and
Indian Authors in Context with India have done an appreciable and commendable
research work on disaster or crisis management but very numerous studies has
been taken place in the field of hospitality and tourism. Following extensive
literatures and relevant literature has been the part of study to get deep insights
about the research problem.
Dahiya, A. (2013) has attempted to highlight some significant issues related to

programmes available and might be taken to solve them. Author sought to
examine the growth and development of hospitality and tourism education in
India particular reference to programmes, their module, offering and
nomenclatures in hospitality and tourism (Dahiya, 2013). Shrivastava et al.
(2013) highlighted in their study on, “Imagining an Education in Crisis
Management” and concluded that the, perennial crisis is devolving in global
economy and global ecosystem, so it’s important to develop standalone courses in
crisis management (Shrivastava P. e., 2013). AlBattat, A. R., & et al. (2014) on
“Hospitality Emergency Management and the Dirty Twelve: A Dozen Reasons
for Failure” stated that all the organizations, government and non government
need to work with good commutation and coordination. Emergency preparedness
is the precautionary way to reduce risk. Ambiguities in training programs, no
learning from past experience, and insufficient assessment for disaster responses
can be the causes of failure in crisis management (AlBattat, 2014). Šárka
Hošková-Mayerováa, (2016), discussed and concluded in their study that Czech
Republic adopted the resolution of the National Security Council no. 14 of
November 16, 2004 that covers the issue of crisis management, civil protection,
national defense, protection of the economy and further measures for crisis
situations, internal security and order, fire protection and Integrated Rescue
System. Some colleges and universities in Czech Republic prepare specialists

curriculum in fire protection branch (Technical University in Ostrava), in health
branch (University of South Bohemia) and in crises management (Silesian
University in Opava). Authors also stressed that university and colleges should
prepare students in the field of crisis management and such students can be
included in the target groups (Hošková-Mayerováa, 2016). Garg, A. (2009), in
his study on “Crisis in Hospitality and Tourism: A study on the impacts of
terrorism on Indian Hospitality and Tourism Industry”, concluded that no tourist
destination is immune from the crisis. All the employees of the hospitality must
be equipped with continuous training programs on crisis situation as well as must
trained for prevent catastrophes through safety and security programs (Garg,
2009).
BILIĆ, I. & et al. (2017), conducted study on “Crisis Management in Hotel

Business-Insights from Croatia”, The authors concluded that the hotel
management process is extremely complex because of the different service based
operations that is done by in-house employees or through outsourcing companies.
Any disaster can result in decline in the tourist for the hotel, even the smaller
incidents can cause in declining the tourist demand. During any crisis situation
hotel managers are playing the key role they must pay attention towards the
potential causes of crises and prepare themselves in advance in all hotel security,
emergency response procedures, employee safety training and the formation of
crisis management teams (BILIĆ, 2017). Purwomarwanto, Y. L., &
Ramachandran, J. (2015), in their study on “Performance of tourism sector with
regard to the global crisis - A comparative study between Indonesia, Malaysia and
Singapore.” Authors mentioned that, positive impact of tourism indicates in
positive growth of Gross Domestic Product of Country. Authors also analyzed
through study that the countries, that are having stable currency exchange rates,
are attracting more tourists comparing with the countries having high fluctuating
exchange currency rate. For the governments of all three countries, it is
recommended to work in coordination by improving the infrastructures and taking
all measures to improve safety in the tourist attraction destination in order to
increase the tourist arrivals (Purwomarwanto, 2015).

Objectives of the study
This study focuses on understanding the operations of Hospitality and tourism
institution in India along with:
1. To understand and examine the component of crisis management in the

curriculum of various hospitality and tourism educational institutions of India.
2. To evaluate the need of imparting crisis management in Hospitality and
Tourism education with developing a framework for its implementation.
Methodology
This study is based on interpretative/ exploratory research approach which is

taken from various books, research journals, and peer reviewed books, websites,
Wikipedia, various publications related to hospitality and Tourism crisis
management. This study primarily utilized secondary data of published domain,
websites of different institutions and universities offering hospitality and tourism
education in India and analyzed to understand need of component inclusion of
crises management in the curriculum of the industry. Around 20 universities
(government & private), 83 Hotel Management institutions (Under NCHM
umbrella) and few similar institutions have been the part to analyze their
curriculum for seeking the need of crises management.
Findings & Discussions
Hospitality and tourism is the emerging field of the study for the peers. All sort of
courses are being offered viz. certificate, diploma, PG diploma, Bachelor’s &
Master’s degree and doctorate.
While for understanding the course levels: courses are offered for short durations
called certificate and diploma fulfilling the basic manpower or operational level
needs of the industry. While undergraduate and post graduate level courses
provide the supervisory and managerial level personnel for the industry. The
scope of these courses is regarded higher as incumbent become the policy makers
and academicians for the industry.

Table 2.Table is indicative only, depicts the course levels, mode of study,
ownership of the university/ institutions and mode of Entrance)
Course Mode of Ownership Exam Remarks
Level Study Accepted
Certificate Full Government NCHMCT JEE Certificate, Diploma
Time & Private (by NTA) and PG diploma
Diploma Distance State IIHM-eCHAT courses do not require
Government entrance examination
Under Part Central All India by most of the
Graduate time Government Management Institution and
Association Universities. Merit
Under Graduate based admissions are
Aptitude Test solicited. However,
(AIMA-UGAT) undergraduate and post
Post Online Public Directorate of graduate course are
Graduate private Technical required to take
Education Hotel examination for
Management entrance.
and Catering
Technology
(DTE HMCT)
Doctorate Bharati
Vidyapeeth
University
Hotel
Management
Test (BVP HM
Test)
CUCET by
central
Universities etc.

Table 3.List of Course Levels of Hospitality & Tourism
Colleges in India compiled by authors
Certificate Diploma Undergraduate Post Graduate
courses Courses courses
Hunar se Diploma in Food Bachelor of Hotel Master of Hotel
Rozgar tak- Production management Management
Multi cuisine
cook
Hunar se Diploma in Bakery & Bachelor in Hotel Master in
Rozgar tak- Confectionery Management and Tourism and
F& B Service Catering Technology Hotel
Steward Management
Hunar se Diploma in Food & B.sc In Hospitality MBA in
Rozgar tak- Beverage service and Hotel Hospitality
Room Administration Management
Attendant
Hunar se Diploma in B.sc in Hotel MBA In
Rozgar tak- Housekeeping Management Hospitality
Front Office Operations Management
associate
Hunar se Diploma in Front BBA in Hospitality, MSC Tourism
Rozgar tak- Office Operations Travel & Toursim and Hospitality
Tour Guide Management
Hunar se Diploma in Hotel B. Voc MBA
Rozgar tak- Management Hospitality
Heritage Tour
Guide
Hunar se Diploma In Airlines, BHMTT PG Diploma
Rozgar tak- Toursim and
Unarmed Hospitality
Security Guard Management
Short Term Diploma in Event BHA MHMTT
courses-Home Management

Delivery Boy
Kitchen Diploma in Travel BTTM PGDM
steward and Tourism
Management
Laundry Diploma in Airlines BTM MHA
Machine Cabin Crew and
operator Hospitality
Traditional One Year Diploma in BHMCT MTTM
snack & Leisure and B.Com MHM
savory Maker Hospitality International M.H.M.C.T.
Management Institute of Hotel Dual Degree
Management M. Phil
M.H.A
Note: Above list is indicative only.
For analyzing the need of crises management in the curriculum, the syllabus of
the various universities were cross verified to check whether the institutions are
really training their pupils in the field of disaster/crises management. It is quite
unjustifiable with the present need that major body of hospitality education i.e.
NCHM has not included disaster management in the curriculum separately.
However, only few manmade and operational crises are given such guest
handling, situation handling, guest safety and security. Although, many
universities are offering disaster management, crisis management as an integral
part of front office operation or a separate subject.
Table 4.Table depicts the component of crisis or disaster management in the

curriculum, compiled from various Institutions and Universities)
S. College/Institution Course Semester Syllabus carries crisis
No Management
1. NCHMCT (83 3 years Semester Front Office
Institutions) B.Sc. VI Management-II
Affiliation with H&HA (Practical)-Situation
IGNOU handling
Semester Accommodation

VI Management-II (theory)-
safety and security
2. Banaras Hindu One-Year Semester II Disaster management
University, Diploma
Faculty of in Leisure
Management studies
and Hospitality
Management
3. Maharshi Dayanand 4 years Semester II Disaster management
University, Rohtak, BHMCT
Haryana & BTTM
4. Guru Gobind Singh 4 years Semester Advanced Front Office
Indraprastha BHMCT V/VI Management-Crisis
University, Delhi Management
5. Subharti University- BHM Semester Disaster Management
Meerut VII
6. Birla Institute of 4 years Semester V Accommodation
Technology, Mesra, HMCT Management -situation
Ranchi handling
7. Uttarakhand Open One year PG Disaster Management
University, PGD Diploma
Haldwani
8. SRM University), 3 years Semester Accommodation
India BHM VI Management-II (theory)
3 years Front Office Operation -
DHM Semester V safety and security
9. IK Gujral Punjab 4 years Semester - safety and security
Technical University BTTM III Disaster Management
(elective)
Front Office Operation-
4 years Semester V guest safety and security
BHMCT Conference Convention
Semester I and Event Management-

2 years Emergency and Risk
MTTM Management
10. CBCS of University 4 year Semester Safety, Security and
Grants BHM- VI Travel Commission
UGC- documentation
CBCS Crisis Management
Note: Above list is indicative only.
The need of imparting crisis management in Hospitality and Tourism

education
By drawing attention over the past scenarios, crises management looks like an
important key for overcoming the situations of disaster that happened. Natural
disaster like tsunami, flood, earthquake, temperature hike etc. are not possible to
control they are unavoidable but manmade disasters are created by human being
itself (Shrivastava P. e., 2013).There are so many incident happened in past which
were natural as well as created by human being which affected the Hospitality and
Tourism industry very badly. As Henderson in his book on Tourism Crises,
mentioned that Hotels are comparatively soft target. There is a regular need to
focus about the different disasters. (Henderson, 2007). Hotels having places like
banquets, Restaurant, Lobby etc. offers services for large gathering and is always
susceptible for manmade crises like terrorist attack. Terrorist takes the
opportunity to attack the hotel very easily by placing bomb in any place of the
hotel like guest parking area, lobby etc. while another targeted area is
transportation. Terrorist can place bomb anywhere in the route or can hijack any
mode of transportation anytime (Garg, 2009). Many incidents are witness of such
crises like Mumbai attack 26/11(Taj Mumbai and Oberoi Towers targeted by
terrorists, many natural calamities, COVID-19 pandemic arrested the whole
tourism and hospitality industry since last year.
From the past and present scenario Hospitality & tourism academician must
prepare the students ready for any emergency situation. The students must taught
that any disaster can taken place anywhere even to the place where they are
working. The students must educate about the proactive preparedness rather than
reactive preparedness. The proactive preparedness can reduce the effect of

disasters (AlBattat, 2014). Hospitality and tourism sector must make contingency
plans through crisis management, as many destinations are totally rely on the
tourist destination for their growth and existence-it contribute in Gross Domestic
Product of the nation via foreign exchange & various multiplier effect as well as
contribute through providing job opportunities local, national and international
(Purwomarwanto, 2015).
Framework and Implementation

Crises management including risk management, hazard management,
Communications, conflict management, disaster management, technologic
management etc. that must be taught at all the levels of the tourism and hospitality
curriculum. Students must be skilled beyond the traditional cognitive &
intellectual learning to more embody and experiential learning (Shrivastava P. e.,
2013). The leaders of the crisis management must be taught about the dirty failure
reasons. If the leaders will take them into consideration then only can enhance the
skills and prepare them for imparting crisis management. Curriculum must have
effective communication, good coordination plan, unambiguous authority, in-
charge ship, proper training, learning lessons, integrated performance assessment,
Chaos & rumors and individual & group preparedness (AlBattat, 2014).
Numerous of crisis management simulations and drills need to be conducted and
students must be encouraged to take participation in experience of crisis decision
making. The simulations drills and skills make the students to think physically
and emotionally (Shrivastava P. e., 2013).
Moreover, crises management should be dealt with stakeholder’s point of view,

where every stakeholder plays a vital role in mitigating the crises at all the levels
i.e. unexpected, conventional, tractable and extraneous (as the model framework
proposed by (Pachrela, 2009). As suggested by authors, knowledge based crisis
management framework may be adopted from the institute level to train the pupil
better in the
Conclusion
The paper concludes by examining the future of hospitality & tourism education
as the growing industry and taking the consideration of instability of natural and

manmade environment, the skills of the crisis management are must have
component in the curriculum. Furthermore, the involvement of government as a
formulator of policy and its liaison with educational bodies, local and national
agencies are to take immediate action, so the future generation of industry will be
self reliant and sufficient for handling the crises. The need of crisis management
skills as discussed with a view to improving and widening the system for the
future benefit of the hospitality & tourism industry in India and the system must
ensure to get preparedness for any sort of crisis in the future.
References
1. AlBattat, A. R. (2014). Hospitality Emergency Management and The Dirty
Twelve: A Dozen Reasons for Failure. Asia-Pacific Journal of Innovation in
Hospitality and Tourism (APJIHT), 89-106.
2. Bairwa, M. K. (2020). Role of IHM's in Fostering Entrepreneurship: An
exploratory study of IHM's under NCHMCT. In Entrepreneurship in
Hospitality: current ecosystem, challenges and the way forward ISBN:978-93-
89657-39-5 (pp. 150-160). Delhi: Bharti Publications, New Delhi.
3. BILIĆ, I. e. (2017). Crisis Management in Hotel Business-Insights from
Croatia. COMMUNICATION MANAGEMENT, 100-118.
4. Crisis management. (2021, jan 5). Retrieved jan 15, 2021, from wikipedia:
https://en.wikipedia.org/wiki/Crisis_management.
5. Dahiya, A. (2013). Hospitality and Tourism Education in India: In Search of
Innovative Programmes. Productivity, 53(4).
6. Disaster management. (2021). Retrieved january 14, 2021, from www.shik
sha.com: https://www.shiksha.com/business-management-studies/disaster-ma
nagement-chp.
7. Elliott, D. (2014). Disaster and Crisis Management. In Part VI: Security and
Its Management (pp. 813-836). USA: Springer Link.
8. Garg, A. (2009). Crisis in Hospitality and Tourism: A study on the impacts of
terrorism on Indian. M.M. University Journal of managwmwnt Practices, 1-
12.
9. Glaesser, D. (2006). Crisis Management in Tourism Industry, ISBN-
9781136413131. UK: Taylor & Francis.

10. Henderson, C. (2007). Tourism Crises: Causes, Consequences and
Management. U.S.A.: Elsevier.
11. Hošková-Mayerováa, Š. (2016). Education and Training in Crisis
Management. 7th International Conference on Education and Educational
Psychology (pp. 849-856). Czech Republic: Future Academy www.Future
Academy.org.uk.
12. http://nchm.nic.in. (2021, February 20). Retrieved February 20, 2021, from
http://nchm.nic.in/: http://nchm.nic.in/.
13. https://www.worldometers.info. (2021, february 16). Retrieved February 16,
2021, from worldometers.info.
14. Indian_Institute_of_Tourism_and_Travel_Management. (2021, february 15).
Retrieved February 20, 2021, from http://en.wikipedia.org.
15. Jithendran, K. J. (2000). Human resources development and sustainability-
The case of Indian Tourism. International Journal of Tourism Research, 2,
403-421.
16. NGIPS, B. &. (2007). Disaster Education. Delhi: Building Research Institute
& National Graduate Institute for policy Students.
17. Pachrela, P. &. (2009, July 24). A Framwork for Knowledge based Crises
Management in Hopsitality and Tourism. Cornel Hospitality Quarterly Online
First DOI:10,1177/1938965509341633.
18. Purwomarwanto, Y. L. (2015). Performance of tourism sector with regard to
the global crisis: A comparative study between Indonesia, Malaysia and
Singapore. Journal of Developing Areas, 325-339.
19. Shrivastava, P. e. (2013). Imagining an Education in Crisis Management.
Journal of Management Education, 6-20.
20. Shrivastava, P. M. (2015). Imagining an Education. Journal of Management
Education, 6-20.
21. Singh, H. (2020, JUne 9). https://www.jagranjosh.com/list-of-major-natural-
disasters-in-the-history-of-india. Retrieved from https://www.jagranjosh.
com/.
22. Sinha, R. C. (2007). Disaster Education. Paris: UNESCO.
23. Sönmez, S. A. (1999). Tourism in Crisis: Managing the Effects of Terrorism.
Journal of Travel Research,, 13-18.

34
Role of Herbs against COVID-19
Tajamul Islam1, Junaid A. Magray1, Shabir A. Zargar1
1
Department of Botany, University of Kashmir, Srinagar-190006, J & K, India.
E-mail Id: islamtajamul66@gmail.com
Abstract
The pneumonia eruption in Wuhan, China, in December 2019, has

now been believed to be triggered by a new coronavirus. The name
SARS-CoV (Severe Acute Respiratory Syndrome Corona-virus) is
assigned to this new novel threads. With more than 2.05 million
confirmed cases and more than 1,34,354 deaths as of April 16, 2020,
the disease has spread to more than 185 countries and regions.
Despite worldwide efforts, the pandemic will continue to spread.
SARS (Severe Acute Respiratory Syndrome), a life-threatening viral
infection, was caused by the SS-RNA virus from the enveloped
corona virus family. Ayurveda has "effort towards enhancing the
immunity against host of infections. The world has been relying on
the Ayurvedic system of medicine from past era. As the field of
alternative medicine expands enormous fame in the wake of COVID-
19, the antique practice of Ayurveda with India as its land of origin
can put on the role of calm yet prevailing armed forces in the fight
against the corona virus. The present review spotlight on the various
Ayurvedic principle with reference to the herbs as well herbo-mineral
aliments which boost our immunity and taken as nutraceutical to
prevent against SARS.
Keywords: COVID-19, Herbs, Herbo-mineral, immunity booster &

Prevention measures.
Introduction
Nature’s furry outbreaks across the world in the form of the pandemic, causes
sudden fiasco in the entire aspect of the life. An entire circumstance warns human

being for their transformed civilization and daily lifestyle which causes less
immunity in their body to fight against this mutated strain (novel corona). Now
we to unravel this doctrine. India which is land of one of the oldest and eminent
civilization, Here we have to take our step back in pattern of medicine and
envisaged our future in light of our civilization in order deal with upcoming
pandemic. A novel coronavirus (SARS-CoV) virus is the major key outbreak of
the new era in many different countries of the world. The repeated peripheral and
outbreaks of CoVs point toward a public health hazard. This proposes the hazard
of human to human and animal to human transmission (Sarvesh et al. 2020).
In view of unavailability of proper drug molecules and ever increasing resistance

to already existing drugs for various viral diseases, medicinal plants used in
traditional practices provide massive scope to obtain potent alternatives against
these viral diseases (Ganjhu et al. 2015). Medicinal plants and their purified
products offer resources for immunomodulatory herbal remedies and drug
development against viral infections (Lin et al. 2014). Among all the molecules
approved from 1940 to 2014, by the Food and Drug Administration of USA
nearly 49% were specifically related to natural products (Newman and Cragg
2014). Phytoconstituents and herbal remedies are being used against coronavirus
studies with the expectation to support immune system and rest the body
foundation. However, these herbal compounds must be processed to be up to
modern pharmacological standards (Lee et al. 2018). In Nepal, methanolic extract
of 41 species of plants used in the traditional system of medicine were
investigated for in vitro antiviral activity against some viruses. Extracts of
Nepalese herbs Thymus linearis, Bergenia ciliata, Astilbe rivularis, and Cassiope
fastigiata exhibited significant antiherpes activity. Extracts of Bergenia ciliata,
Androsace strigilosa, Allium oreoprasum, Astilbe rivularis, Asparagus filicinus
Verbascum thapsus and Asparagus filicinus showed prominent against influenza
virus. Astilbe rivularis and Bergenia ciliata plants revealed strong activity against
both of these viruses (Rajbhandari et al. 2009). Several herbs are effective against
many viruses like herpes simplex virus, influenza virus, and coronavirus (Hudson
et al. 2005; Chan et al. 2020). The previous study on common essential oils also
showed that, anise, clary sage, and marjoram, essential oils were most efficient at
decreasing visible cytopathogenic effects of the anti-influenza (A/WS/33 virus).
Role of Herbs against COVID-19 410

The current research effort on coronavirus is focusing on compounds of previous
researches on SARS (severe acute respiratory syndrome) and the MERS (Middle
East respiratory syndrome), which also were caused by coronaviruses (Belouzard
et al 2020). Active compounds of oils contained linalool, suggesting that this may
have anti-influenza activity (Choi 2018). Triterpenoid glycosides Saikosaponins
(A, B2, C, and D) isolated from medicinally important plants are also effective
against coronavirus (Cheng et al. 2006). The early infection stages of HCoV-22E9
i.e. attachment and penetration are effectively prevented by these natural herbal
compounds. Plan extract of many Chinese medicinal herbs have also been
reported to exhibit anti-SARS-CoV effect (Lee at al. 2005). Natural inhibitors
(like nsP13 helicase and 3CL protease) against the SARS-CoV enzymes, have
been recognized on myricetin, scutellarein, and phenolic phytochemicals (Lee et
al. 2005; Ryu et al. 2010; Yu et al. 2012). Other anti-CoV herbal medicines
include medicinal plant aqueous extracts exhibiting several antiviral mechanisms
such as blocking the viral RNA-dependent RNA polymerase activity and
inhibiting the viral 3CL protease against SARS-CoV (Lau et al. 2008). Recent
outbreaks in coronavirus disease have significantly hampered public health due to
the lack of an exact antiviral vaccine.
SARS (Severe Acute Respiratory Syndrome)
SARS (Severe acute respiratory syndrome) which had started the last year in Asia
and secondary cases somewhere else within the world, the World health
organization (WHO) stating this coronavirus notorious by a variety of research
laboratories was the contributory agent for SARS and this virus was collectively
named as SARS corona virus (SARS-CoV).
Symptoms
COVID-19 symptoms come into sight only after a short period of nearly 5.2 days
of incubation. The time between the onset of symptoms of COVID-19 and death
ranged from 6 to 41 days, with a median of 14 days. This duration depends on the
patient's age and the strength of immune system. Fever, cough, and fatigue are the
most common symptoms at the onset of COVID-19 disease, while lymphopenia,
dyspnoea, sputum development, haemoptysis, headache, haemoptysis, and

diarrhoea comprise additional symptoms (Rothan and Byrareddy 2020). Ayurved
is the perpetual, Vedic, holistic science of life, and the natural traditional
medicinal system of India. Ayurveda tends for ‘Science of Life’ and deals with an
approach based on holistic. Ayurveda establishes inner peace and erects a healthy
body. This very science branch from the principle that everything in the cosmos
consists of 5 basic elements and the Pancha Mahabuthas: Akash (Space), Prithvi
(Earth), Agni (Fire), Vayu (Air), and Agni (Fire). The 3 biological forces of
Tridoshas Vata Kapha (Earth), (Space & Air), and Pitta (Fire) are made from the
combinations of these components. A balance between these forces leads to a
healthy life, while an imbalance of these forces causes diseases (Meena 2015).
Boosting immune system

The immune system is a proficient integrated complex of cellular elements and
chemicals developed to conserve the integrity of the organism against peripheral
infection and its exact functioning and balance are crucial to avoid the incidence
of a enormous diversity of disorders. The initiative of “boosting immune system”
with herbs alone is alluring, but the ability to do so has proved vague for
numerous reasons. Immunomodulators are substances (natural or synthetic) that
can arouse suppress or modulate several aspects of the immune system including
both innate and adaptive immune system (Kumar et al. 2012). Herbal against for
COVID-19: Useful Preventive Measures Numerous medicinal plants used in the
Indian traditional system recognized as Rasayana. (Enhancement of the body’s
resistance) have concerned the attention of scientists globally.
Ayurvedic Antioxidants Herbs Aswagandha
Withania somnifera
The role of Withania somnifera as immune modulator has been studied by using
root extract. The experimental study conducted in mice revealed that W.
somnifera helps in enhancing total WBC (white blood cell). The extract of W.
somnifera is also found to have additional action of inhibiting delayed type of
hypersensitivity reactions. In comparison to control group, this drug also showed
improved phagocytic activity of macrophages (Davis and Kuttan, 2007).

Tinospora cordifolia
Guduchi (Tinospora cordifolia [Wild.] Miers.) of family Menispermaceae is an

Ayurvedic drug used for Rasayan Chikitsa (Acharya, 2001). It has many
medicinal properties which helps in curing symptoms and illness such as
inflammation, diabetis, malaria, arthritis, stress and allergy. It has also anti-
oxidant, hepatoprotective as well as immunomodulatory activities (Mishra et al.,
2013).
Curcuma longa L.
Turmeric is one of the regular ingredients of Indian diet. Ancient seers of

Ayurveda were well aware of therapeutic potential of turmeric and thus they have
clearly indicated the use of turmeric for blood purification, in inflammatory
condition of liver, in allergic conditions as well as in reducing hyperlipidemia.
Action of turmeric such as blood purifier, hepatoprotective and anti-cholesteremic
action, it helps in lowering blood cholesterol as well as low density lipo protein.
In such way turmeric act as cardio protective. In view of vital organ protecting
attribute along with immunomodulatory and anticoagulant activity, turmeric can
be said as one of the beneficial drug in all kinds of infectious conditions (Chan et
al., 2006;Dogne et al., 2006). In addition, turmeric also possess antioxidant
(Vajragupta, 2003) and free radicals scavenger activity (Ruby et al., 1995).
Zinziber officinalis Roscoe
Sunthi (Zingiber officinale Rosc.) has anti-inflammatory activity. It has been

found to have significant action against both gram positive and gram negative
bacterial strain. The antirhinovirus activity of Sunthi was studied and well
established by using plaque reduction test. Rhinovirus is common cause for cold
and Sunthi contains beta sesquiphellondrene which inhibits growth and spread of
rhinovirus (Pitambar and Pimpalkhare, 2016).
Allium sativum L.
It is well known drug which possess strong antioxidant, anti-viral and expectorant
actions. These actions have broad applications in prevention and management of
various infectious diseases (Dausch and Nixon, 1990).

Oscimum tenuiflorum L.
Oscimum tenuiflorum is a medicinal herb which acts as neurine tonic as well as

memory enhancer. The volatile oil present in leaves and bark of O. sanctum have
anti microbial action against air borne infection specially in condition such as
catarrah (Sampath et al., 2010). A powerful antioxidant, Polyphenol Rosmarinic
acid found in O. sanctum chemical act as rejuvenator and immunomodulator.
According to research conducted by Chatterjee et.al O. tenuiflorum protects
against Swine flu (H1N1 flu) as well as help in boosting recovery of an affected
person (Chatterjee, 2001).
Conclusion
An herbal drug constitutes a most significant part in all traditional systems of

medicine. According to Ayurvedic and other traditional systems of medicine there
are approximately 1300 Indian medicinal plants which are used in formulating
therapeutic preparations. The Ayurveda‟s is based on the conception
“dinacharya” (daily regimes) and “ritucharya” (dietary and lifestyle regimens).
Outbreak of pandemic has brought down the world on knee. Pandemic occurs
with common symptom like fever, and sore throat pneumonia and bronchitis etc.
Gruesome the entire developed and developing country situation arises because of
this reveal various lacunae in culture and lifestyle of western country around 16%
as compared to their counterpart. India is pioneer in field of Ayurveda since from
the commencement of its civilization. Albeit the people in meterocites prone to
westernization of the culture. We can boost and maintain our immunity with aids
of the traditional herbaceuticals used in our daily life. It’s time to tilt towards the
principle of Ayurveda. Regular uses of these doctrines will boost our immunity
and in future the pandemic with sporadic symptoms will not jolt our society.
Acknowledgement
The authors are highly thankful to Mr. Firdous A. Dar for giving precious
comments about the manuscript.

Competing Interests
The authors declare that no conflict of interest exists.
References
1. Acharya, V. Y. 2001. Charaka Samhita of Agnivesha, Sutra Sthana, Ch.4,
Ver. 18, 5th Edn. Choukhamba Orientalia, Varanasi.
2. Belouzard S, Millet JK, Licitra BN, Whittaker GR. Mechanisms of
coronavirus cell entry mediated by the viral spike protein. Viruses. 2012;
4(6):1011-1033. Choi HJ. Chemical Constituents of Essential Oils Possessing
Anti-Influenza A/WS/33 Virus Activity. Osong Public Health Res Perspect.
2018; 9(6):348-353.
3. Chan JF, Kok KH, Zhu Z, Chu H, To KK, Yuan S, Yuen KY. Genomic
characterization of the 2019 novel humanpathogenic coronavirus isolated
from a patient with atypical pneumonia after visiting Wuhan. Emerg Microbes
Infect. 2020; 9: 221-236.
4. Chan, A. T., Manson, J. E., Albert, C. M., Chae, C. U., Rexrode, K. M.,
Curhan, G. C., Rimm, E. B., Willett, W. C., Fuchs, C. S. 2006. Nonsteroidal
Antiinflammatory Drugs, Acetaminophen, and the Risk of Cardiovascular
Events. Circulation, 113(12):1578-1587.
5. Chatterjee, G. 2001. Sacred Hindu Symbols. Abhinav Publications, New
Delhi.
6. Cheng PW, Ng LT, Chiang LC, Lin CC. Antiviral effects of saikosaponins on
human coronavirus 229E in vitro. Clin Exp Pharmacol Physiol 2006; 33:612-
6. Lee SY, Chen C, Zhang HQ, Guo HY, Wang H, Wang L, et al.
Identification of natural compounds with antiviral activities against SARS-
associated coronavirus. Antivir Res 2005; 67:18-23.
7. Dausch, J. G., Nixon, D. W. 1990. Garlic: A review of its relationship to
malignant disease. Preventive Medicine, 19(3):346-361.
8. Davis, L., Kuttan, G. 2007. Effect of Withania somnifera o n ce ll mediated
immune. responses in mice. J. Exp. Clin. Cancer Res, 21(4):585-590.
9. Dogne, J. M., Hanson, J., Supuran, C., Pratico, D. 2006. Cardiovascular side
effects: from light to shadow. Curr Pharm Des, 12(8):971-976.

10. Ganjhu RK, Mudgal PP, Maity H, Dowarha D, Devadiga S, Nag S,
Arunkumar G. Herbal plants and plant preparations as remedial approach for
viral diseases. Virus disease. 2015; 26(4):225-236.
11. Hudson J, Vimalanathan S, Kang L, Amiguet VT, Livesey J, and Arnason JT,
Characterization of antiviral activities in Echinacea root preparations,
Pharmaceutical Biology, 2005; 43(9); 790-796.
12. Kumar, D., Arya, V., Kaur, R., Bhat, Z. A., Gupta, V. K., & Kumar, V.
(2012). A review of immunomodulators in the Indian traditional health care
system. Journal of Microbiology, Immunology and Infection, 45(3), 165-184.
13. Lau KM, Lee KM, Koon CM, Cheung CS, Lau CP, Ho HM, et al.
Immunomodulatory and anti-SARS activities of Houttuynia cordata. J
Ethnopharmacol 2008; 118:79-85.
14. Lee JY, Abundo MEC, Lee CW. Herbal Medicines with Antiviral Activity
against the Influenza Virus, a Systematic Review. The American Journal of
Chinese Medicine. 2018; 46(8):1663-1700.
15. Lin LT, Hsu WC, Lin CC. Antiviral natural products and herbal medicines. J
Tradit Complement Med. 2014; 4(1):24-35.
16. Meena, D. K., Upadhyay, D., Singh, R., & Dwibedy, B. K. (2015). A critical
review of fundamental principles of Ayurveda. Int Ayurvedic Med J, 3, 2075-
2083.
17. Mishra, A., Kumar, S., Pandey, A. K. 2013. Scientiϑic Validation of the
Medicinal Efϑicacy ofTinospora cordifolia. The Scientific World Journal,
2013:1-8.
18. Newman D J, Cragg GM. Natural products as sources of new drugs from 1981
to 2014. J. Nat. Prod. 2016; 79: 629- 661.
19. Pitambar, G. M., Pimpalkhare, A. Y. 2016. A study of the charakokta siddhant
“pittottareshu virechanam” by trivrutta choorna in kshudra kustha, volume IV.
20. Rajbhandari M, Mentel R, Jha PK, Chaudhary RP, Bhattarai S, Gewali MB,
Karmacharya N, Hipper M and Lindquist U. Antiviral activity of some plants
used in Nepalese traditional medicine. Evid.-Based Complent. Altern. Med.
2009; 6 (4), 517-522.
21. Rothan, H. A., & Byrareddy, S. N. (2020). The epidemiology and
pathogenesis of coronavirus disease (COVID-19) outbreak. Journal of
autoimmunity, 102433.

22. Ruby, A. J., Kuttan, G., Babu, K. D., Rajasekharan, K. N., Kuttan, R. 1995.
Anti-tumour and antioxidant activity of natural curcuminoids. Cancer Letters,
94(1):79-83.
23. Ryu YB, Jeong HJ, Kim JH, KimYM, Park JY, Kim D, et al. Biflavonoids
from Torreya nucifera displaying SARS-CoV 3CL(pro) inhibition. Bioorg
Med Chem 2010; 18:7940-7. Yu MS, Lee J, Lee JM, Kim Y, Chin YW, Jee
JG, et al. Identification of myricetin and scutellarein as novel chemical
inhibitors of the SARS coronavirus helicase, nsP13. Bioorg Med Chem Lett
2012; 22:4049-54.
24. Sampath, K. P., Debjit, B., Biswajit, Chiranjib, Pankaj, Tripathi, K. K.,
Margret, C. 2010. Traditional Indian Herbal Plants Tulsi and Its Medicinal
Importance. Research Journal of Pharmacognosy and Phytochemistry, 2(2):
20-20.
25. Sarvesh, S., Himesh, S., Jitender, K. M., Sanjay, K., Vimal, K. (2020).
Corona: a review on current clinical sympathetic. Sch J App Med Sci, March.,
8(3): 1054-1061.
26. Vajragupta, O. 2003. Manganese complexes of curcumin and its derivatives:
evaluation for the radical scavenging ability and neuroprotective activity. Free
Radical Biology and Medicine, 35(12):1632-1644.

35
Impact of COVID-19 on Indian
Tourism and Hospitality Sector
Mr. Vijender Noonwal1, Ms. Amolakdeep Kaur2, Ms. Roopali Verma2
1
Assistant Professor in Hotel Management Department,
Global Group of Institutes, Amritsar.
2
Assistant Professor in Travel and Tourism Department,
Global Group of Institutes, Amritsar.
Abstract
Tourism and Hospitality industry are one of the dominant sectors all
over the world as they support environmental protection preserves
diverse cultural heritage and strengthens peace among nations.
According to world economic forum, India ranked at 34 position in
Hospitality, Travel and tourism competitiveness in 2019 until the
COVID-19 pandemic outbreak which affected all the businesses
globally. The Hospitality& Tourism sectors play a major role in the
economy of the country yearly basis. The most affected were the
tourism and hospitality sector .It was not the first time that pandemic
hit the global tourism industry, in past various disruptive events like
flu pandemics, political instability, economic recession, natural
disasters, terror threats or war hit the industry massively. All events
impacted the industry in terms of employment and FEE.
The tourist’s or visitor’s rotation stopped in India due to COVID-19

pandemic. Many workers could not move to their places of work or
carry out their jobs which had effects on incomes, particularly for
informal and casually employed workers. As a result of this
pandemic, the Indian tourism industry had noticed pan India
bankruptcies, closure of businesses and mass unemployment.
The Tourism and Hospitality sectors are facing obstacles due to the
restrictions in gathering and the hotels after opening doors are found
Impact of COVID-19 on Indian Tourism and Hospitality Sector 418

managing & maintaining social distancing, this has led to reduce the
capacity of the banquets, restaurants and lawns. Therefore, the
requirements of staff have been reduced or fired due to limited
gathering.
CDC launched new guidelines for the Hospitality and Tourism

sector’s employer to get the implementation, maintain and practice
hygiene standards among their staff.
This chapter will discuss the impact of COVID-19 pandemic, on

Indian Hospitality & Tourism industry and the reforms taken by
Government to bring sustainability in the industry.
Keywords: Impact, Sustainability, Unemployment, Pandemic and

Social Distancing.
Introduction
Tourism and Hospitality is one of the fastest growing sectors in terms of

generating employment, Foreign Exchange Earnings. India is home to many
tourist destinations, as per tourism statistics approx 4.40 million tourists visited
during July to November, 2019 until COVID-19 impacted the sector badly.
COVID-19 pandemic has not only affected the foreign exchange earnings (FEE)
but also affected the overseas tourist visit to India (Sanjita, Jaipuria2020). Many
people cancelled their trips, foreign visits due to cancellation of International
flights and strict norms imposed by every country worldwide. WTTC report
released the figures that around 174 million jobs are lost in 2020 due to stagnation
in Travel and Tourism Industry. Summer season is considered as the peak season
for the tourists to travel India. Leh, Amritsar, Guwahati, Coimbatore and Srinagar
famous summer destinations faced 40 percent drop (ICC report, 2020). Fei Hao
(2020) China was the first nation where COVID-19 spread and hit the hospitality
industry massively in terms of Job and income security .Many hotel owners
temporarily shut down their businesses and transferred their properties to other
places.

Impacts of COVID-19 on Indian Tourism Industry Branches
Transport and tour operators
 Aviation. Aviation industry was massively hit by COVID-19 Pandemic.

According to DGCA report during six day suspension in the airline operations
of March leads to 33percent decline in passenger traffic.
Source: ICAO Report

Figure 1
 Cruise: Shipping industry represents a door way for the social and economic
development for most of the countries in Asia and Pacific region. COVID-19
slows down the trade, reduced the shipping demand hence impacted the
turnover. As some of the countries banned land transport and air transport
during COVID-19, shipping industry was the game changer. Indian port
association under the ministry of shipping and India’s port community system
had taken steps towards the digitalization of trade processes to overcome the
impact of COVID-19.
 Railways: Indian railways perform in two segments: Passenger and Freight.

All Indian railways were cancelled on 22nd March 2020 due to outbreak of

COVID-19 pandemic. Though Indian railways suffered loss in terms of
passenger traffic, but utilized this period as an opportunity by using freight
trains.
Table 1.Selected measures by railways of the region during COVID-19
Source: www.unescap.org › 5NOV_Railway_Green_SCREEN
Asia was the first continent to implement new norms as some of Asian countries
had already experienced severe crisis like SARS etc.
Table 2.New Norms to Mitigate the Spread of the Virus

Source: https://www.wsp.com/-/media/Insights/Global/Documents/White-Paper---Rail-
and-the-Effects-of-the-COVID-19-Pandemic.pdf.
Travel agents and Tour operators: COVID-19 pandemic affected the revenues
of all the tourism sectors i.e. from museums to historic places. For travel agencies
most of the revenue earning time is from September to December. E.g .only less
than 1 percent of footfall of International tourists was seen at Taj Mahal one of
the seven wonders amid travel and Visa restrictions in 2020. Though it was
reopened with certain norms in September 2020, only 2508 international tourists
were registered in the month of December. According to UN World trade report
due to 70 percent decline in international travel and with $935 billion lossesTravel
sector was dragged behind 30 years.
Impact of COVID-19 on Hospitality Sector

 Hotels: One of the massively hit industries was the hotel industry as it
witnessed one of the worst revenue declines by 85%, in Q1 FY2021. As per
market size hotels located in the cities of Mumbai and Delhi will recover
faster and Goa would be recover faster due to domestic tourism and low
COVID rate. The cities primarily on business traffic like Chennai, Bangalore
and Hyderabad would take time to recover. In Delhi the most suffered were
the budget hotels and guest house as due to lockdown 75% of their staff had to
leave their jobs and most of them were unable to pay their rents leading
towards bankruptcy.

 Restaurants: There are nearly 40 per cent of restaurants had to shut shop due
to the COVID-19 outbreak last year. It was totally a massive & difficult
period for the restaurateurs to persisted and survived. After the Govt.
permission, Restaurants are now running at almost 100 per cent capacity and
the business is back to around 70 per cent of pre-COVID levels. It’s clear that
people are feeling the loss of social gatherings and hence are willing to trust
their favorite restaurants to meet their friends and family.
Impact of COVID-19 on Other Sectors
 Business, meetings and events travel. According to Events and

Entertainment Association report, Event sector accounts for 60 million jobs in
India out of which 10 million jobs were affected due to postponed and
cancellation of events.
a. Business Meetings: All sub categories of Business events like Annual general
meetings, Tech and Non-tech conferences, product launch, seminars were
postponed till 2021 affected the business hotels revenue most.
b. Sports, Entertainment and Tourism: EXPO 2020 Dubai an event which
supports the tourism and regional business was postponed. Other events which
are also cancelled were Tokyo Olympics, Football league etc.
c. Social: To mitigate the impact of COVID-19 Government regulate the strict
norms for religious, wedding and other social gatherings.
 Museums. According to News cited in economic times on international
museum day, two studies conducted by UNESCO and ICOM where they
concluded that 13% percent of Museums all over the world will never open
and only 5% Museums in Africa and Small Island developing states were able
to provide online content for audience. UNESCO report on ‘Museums around
the world in the face of COVID-19’’ highlights
1. That there are around 95000 museums in all over the world in 2020
2. Earlier UNESCO study on ‘’Recommendation concerning the Protection and
Pro-motion of Museums and Collections, their Diversity and their Role in
Society’’ in which they had highlighted the role of ICT’s role in coming years.
3. People in Developing nations access culture through various digital modes,
but compare to developed nations it will be difficult to launch online museums

and virtual tours due to gender gap and lack of internet access among world’s
half population .
Guidelines Released for Tourism & Hospitality Industry
As per the guidelines of CDC (Centers for Disease Control and Prevention),
COVID-19 is a respiratory illness that is caused by SARS-CoV-2. The CDC
informed “How this virus spreads”:
 This virus spreads from person to person through respiratory droplets.

 When we shake hands to someone or touch a surface or object that has the
virus on it, and then touching your face, mouth, nose or eyes.
 Later on, it has been identified that the virus may be spread by people who do
not have any symptoms, but they are suffering from COVID-19, therefore
they became worst carrier of Coronavirus.
 This virus attacks on the centre nervous system in human body that is why
older adults, pregnant women and people of any age who have underlying any
medical condition such as Diabetes and Respiratory diseases etc.
Therefore, As a Hotel, Resort and Lodge employers have been guided to impart
the awareness in-terms of to avoid close contacts (to maintain 6 feet or a total of
15 minutes or more) with other people at the worksite, which can include Guests
or Co-workers.
In the Hospitality Industry, The Housekeeping staff (Primary department) &

kitchen stewarding department (Secondary department) are responsible for the
cleanliness and maintenance of the hotel& restaurant areas either public area or
back offices/back of the house departments etc. Thus, it was imperative for the
Top management/delegates to make their staff aware and to implement the
guidelines of CDC in Hotels, resorts, and other various outlets, so the
housekeeping staff and all other co-workers should keep in mind that what are the
precautions to be taken to cut the chain of spreading of coronavirus, such as:
1. Using alcohol-based hand sanitizers and wash their hands before entering and
leaving guestrooms.
2. Removal of all single use products provided by the hotel or left by the guest.

3. Always conduct targeted cleaning and keep an eye on disinfection of high
touch surfaces like heavy duty equipment & light duty equipment.
4. While handling trash, always wear disposable gloves.
5. Make a routine cleaning of washing hands.
6. If any guest found ill, immediately isolate him in their room, and discontinue
the services except essential services.
7. Give a reminder to all employees that people may be able to spread the virus
that causes COVID-19 even if they do not show symptoms. Monitor all close
interactions (within 6 feet) with employees, hotel guests, and others as a
potential source of exposure.
Role of Owner/Management to Protect their Staff in Hospitality

Industry
It is the duties and responsibilities of the employer to take care of their employees
in terms of their health and therefore, they provide ESI facilities to their staff. In
this COVID-19 pandemic era, the Owner or Management played a vital role to
keep their staff safe and sound from COVID-19 and thus they focused on the
following points:
1. Maintaing Personal Behaviours and Environmental Interventions:
The Owner or Management can protect their workers by supporting them in

maintaining both:
Personal and Preventive behaviors include:
 Social distancing,
 Wearing cloth masks,
 Washing hands, etc.
Environmental interventions:
 Hotel public areas like Swimming pools, restaurants, reception and restrooms
etc.

 Hotel back house areas such as Kitchens, security offices, time offices, Spa
and gyms, human resource department etc.
2. Evaluation of Workplace:
To evaluate the workplace to identify scenarios where workers cannot maintain
social distancing of at least 6 feet from each other and/or guests.
3. Hierarchy of Controls:
It is advised to consider appropriate combinations of controls following the
hierarchy of controls to address these situations to limit the spread of the virus
that causes COVID-19. Under this approach, the committee (both workers and
management) may be most effective at identifying all possible scenarios. The
purpose behind this hierarchy is that the control methods at the top of graphic are
potentially more effective and protective than those at the bottom. To reduce the
risk of illness or Injury, this hierarchy will lead to the implementation of
inherently safer systems.
Source: CDC
4. By Creating A Covid-19 Workplace Health And Safety Plan:

The owner or management can use the guidelines and recommendations of CDC
to protect their employees by developing health and safety plans such as:
a. To follow and implement any state or local regulations for hotels in addition
to the recommendations

b. To identify an on-site workplace co-coordinator who will be overall in-charge
on COVID-19 assessment and control like
 In addition to work areas, identify other areas that may lead to close contact
among employees, for example restrooms, outside patios, parking garages,
inside lounging areas, dining areas, kitchen outlets, game rooms, pools, hot
tubs, saunas, spas, lobbies etc.
 To develop safety plans at the entrance of the hotels for the co-workers and
guest
 To develop and implement flexible sick leave and other supportive policies
and practices.
 Conducting daily health checkups of the employees by monitoring their
temperatures and any potential symptoms prior to work.
5. Take Action if Any Staff or Guest is Suspected or Confirmed to Have

COVID-19:
 If any In-house guest found COVID-19 positive, then isolate him in his room
and provide medical assistance. Keep an eye on his health, if severe symptoms
occur hospitalize him in the nearest hospital or call 104 (Ambulance) in an
emergency.
 If any staff develops symptoms at work, immediately separate him and
arrange a private transport for him to drop at home. Instruct him for self-
isolation and contact their health care provider or 1075 / 1800-112-545 /011-
23978046 (India) help line centre.
 Close off those areas that were used for prolonged period of time by sick
person.
 Apply disinfectants or sanitizers in the offices, bathrooms, common areas, and
shared documents or equipment used by sick person to clean & disinfect them
Reforms for Tourism and Hospitality Industry

 In 2020, the new advent took place in various forms such as: cloud kitchens,
and home chefs taking the market by storm, and 2021 will be around
restaurants learning from these trends and looking to build niche experiences
to drive customer loyalty. Due to the COVID-19, ministry of tourism

proposed protocols among all the tourism stakeholders for tourism industry
revival. Tourism industry is facing lots of changes from demand and supply
perspective. If we talk about demand side than safety, security and hygiene
has given preference. On other hand, supply side tourist are now preferring
northeast side and Himalayan states for visit as they are safe zones at domestic
level at the time of COVID-19 crisis.
Following points are some protocols made by ministry of tourism Due to

COVID-19
1. Aarogya Setu app is needed to scan location before entering.

2. Safety license from municipality is required.
3. Face mask and sanitizers should be used.
4. No shaking of hands is recommended.
5. Physical distance of 2 feet should be maintained.
6. Ensure gloves while handling luggage.
7. Small group of 10 people is only allowed with one guide.
8. Ensure face mask and temperature check before entrance at any destination is
mandatory.
9. For adventure activities equipments should be sanitized properly before using.
10. All vehicles must be disinfected before boarding of tourist.
11. Make use of Biohazard disposable waste bag is recommended.
12. Ensure that detailed itinerary is being provided to each tourist with details on
vehicle, stay, layovers, activities etc.
Campaigns are also used for promotions and advertising Indian destinations
among tourism. As it always have great impact on tourism. A new brand called
‘Namaste Incredible India’ is now campaigned; because the whole world is going
to be using our greeting symbol and Namaste should be Safety, Hygiene, Peace
and Harmony and this should be equal to India. We understand that our tourism
economy is highly dependent on domestic tourism so by Focusing on domestic
tourism and taking a much-needed break this campaign should be done in the
same manner Incredible India was done.

The survival of tourism businesses throughout is at risk and without continued
government support and although governments have taken impressive action, to
minimize job losses any of these jobs are customer-facing, exposing workers also
to the health risks from the virus (e.g. waiters, air stewards, hotel receptionists)
and to build recovery in 2021 and beyond, more needs to be done, and in a more
co-ordinate way. Some Key policy priorities include:
 To restore traveler confidence.

 To promote domestic tourism and also support safe return of international
tourism.
 To Strengthening co-operation within and between countries.
 To Building more sustainable tourism.
Only way to make India as an attractive destination is to focus on all the protocols
of government as well make habit of hygiene, safety and security as the utmost
part of living and the ‘goodwill’ that India has gained from the international
community will help us to become an attractive destination.
References
1. Hao and Xiao (2020): COVID-19 and China’s Hotel Industry: Impacts, a
Disaster Management Framework, and Post-Pandemic Agenda, International
Journal of Hospitality Management, Volume 90.
2. Jaipuria Sanjita and et.al (2020): The impact of COVID-19 on tourism sector
in India, Tourism Recreation Research.
3. https://inc42.com/resources/the-impact-of-COVID-19-on-the-events-industry/.
4. https://www.outlookindia.com/outlooktraveller/travelnews/story/71079/taj-
mahal-got-less-than-1-of-international-visitors-in-2020.
5. http://www.travelbizmonitor.com/Hospitality/coronavirus-impact-delhi-
hotels-stare-at-bankruptcy-if-not-allowed-to-reopen-52840.
6. https://www.outlookindia.com/outlooktraveller/travelnews/story/71063/xxx.
7. https://www.investindia.gov.in/siru/indian-railways-vs-COVID-19-case-study.
8. https://www.business-standard.com/article/economy-policy/COVID-19-impa
ct-railways-looks-to-finmin-for-pension-liabilities-120101301627_1.html.

9. RetrievedFrom:https://economictimes.indiatimes.com/jobs/174-million-travel-
and-tourism-jobs-could-be-lost-in-2020-due-to-COVID-19-and-travel-restri
ctions-wttc/articleshow/78948740.cms.
10. https://www.dailyo.in/variety/economic-impact-of-COVID-19-restaurant-busi
ness-food-and-beverage-hospitality-industry-economy-pandemic/story/1/340
89.html.
11. https://www.outlookindia.com/outlooktraveller/travelnews/story/70231/union-
minister-of-state-for-culture-tourism-prahlad-singh-patel-talks-about-the-futu
re-of-travel-and-tourism-in-the-post-COVID-19-world.
12. https://tourism.gov.in/.

36
Quantifying Seasonality in Tourism:
A Case Study of Religious Tourism of Jammu
Dr. Lateef Ahmad Mir1, Dr. Bhushan Sangram2
1
Lecturer, Govt. Degree College, Baramulla (J&K)
2
Lecturer, Vikram University, Ujjain (M.P.)
E-mail Id: lateefeconomics409@gmail.com
Abstract
The main focus of the paper is to make an empirical investigation on

tourism seasonality in religious tourism (Mata Vaishno Devi) of
Jammu. The research also examines seasonal patterns in tourism in
terms of tourist arrivals. For this purpose, I employed the Gini
Coefficient, Seasonal Ratio and Seasonality Indicator. The Gini-
coefficient varies between 0.087 to 0.242 while as the Value of
Seasonal Indicator varies between 0.506 and 0.791. The results reject
the research hypothesis and point to conclusion of that the tourist
inflow is not concentrated within a particular month. Hence, the
contribution of this paper lies in the fact that disentangles the belief of
having maximum concentration of tourist inflow in a particular patch
of the year. A well-managed tourism Policy and planning working in
this tourist sport has been able to motivate tourists throughout the
year, which is necessary for the growth of a sustainable tourism.
Seasonality in tourism is a reality that has been accepted by almost all
tourist destinations of the world. But at the same time we can
minimize its severity to a large extent as is seen in case of religious
tourism of Jammu. Such type of policy frame work can be employed
at other religious tourism destinations to minimize the seasonality in
tourism which will help in enhancing the level of employment,
income, standard of living, tourism infrastructure and thus over all
development of the destination. If we will employ well managed
tourism policy frame work. Once this objective is achieved this can be

introduced for the other tourist destinations showing same type of
seasonal character.
Keywords: Tourism, Seasonality, Gini coefficient, Seasonality

indicator.
Objective
 To empirically test and analyze the strength of seasonality in tourism demand

in Mata Vaishno Devi.
 To gain in-depth knowledge regarding seasonal patterns of tourism in Mata
Vaishno Devi
Hypothesis
 Tourism demand in Mata Vaishno Devi has strong seasonality (G 0.5 and SI =
0).
Methodology
This empirical Study is based on the secondary data, collected from various
reliable sources such as Jammu and Kashmir Tourism Department, Directorate of
Tourism Department, Tourism Development Authorities, Directorate of
Economics and Statistics J&K, Indian Tourism statistics by Ministry of Tourism.
In addition to this I collect a lot of information from Reference Books, Journals,
working papers and Internet. in order to measure the magnitude of seasonality in
the tourism demand. For this purpose various statistical tools have been employed
so that accurate and detailed information can be gathered about this major
problem which according to experts is impossible to control but can be minimized
to a large extent.
The following Statistical tools have been used to deduce the required information
from the secondary data.
The following Statistical tools have been used to deduce the required information
from the secondary data.
Quantifying Seasonality in Tourism: A Case Study of Religious Tourism of Jammu 432

I. Gini Coefficient (G)
n
G  2 n  i  i   2 n  1  1  2  2   ...  n   n  
i 1
n n
 2 n  i   i 
i 1 i 1 
Where,
n  Ratiovalue( Number of months, i , e.12)
x i  Rank of months1 12, 2 12......., 12 12)
y i  Cumulative Re lative frequency of tourist arrivals in ascending order.
II. Seasonality Ratio
vh
Rt 
v
III. Seasonality indicator (ω)
This measure can take theoretical values between0.08333 and one ( . . , 1 12 ≤

≤1). With the same number of tourist arrivals every month the seasonality
indicator is one and if all visitors come in month i then the seasonality indicator is
0.08333.
Result and Discussion
Tourism demand is defined as “the number of persons who travel, or wish to

travel, to use different tourist facilities and services at places away from their
usual places of work and residence”. Economists consider tourism demand as “the
schedule of the amount of any [tourism products] which people are willing and
able to buy at each specific price in a set of possible prices within a given period
of time”. So, tourism demand can be defined as the number of tourists who are

willing to travel and are supported by amount of money which will meet their
travel expenditure.
The concept of tourism seasonality can be defined, temporal imbalance in the

phenomenon of tourism, which is expressed in the number of visitors, their
expenditure, and traffic on different forms of transportation, employment and
admissions to attractions. Therefore it implies that the seasonality phenomena of
tourism affects all aspects of supply-demand activities including pricing,
occupancy, human resource, supplies volume, offered activities and available
attractions etc. It should be clear that seasonality does not refer to random
irregularities within tourism, but instead is concerned with the seasonal patterns
that are stable and well established. The causes, therefore, do not include those
issues that are related to operations issues such as poor management, for example;
nor to short-term fluctuations in visitation caused by tourism shocks; or crises
such as increased fuel prices, SARS, unanticipated natural disasters, or incidents
of terrorism (Lee et al., 2008). Natural and institutionalised factors are the two
basic elements which are responsible for seasonality in tourism. Natural element
relates to regular temporal variations in natural phenomenon, which are mostly
associated with real seasons of the year and climate (rainfall, snow, temperature,
etc.). Another research shows that seasonality is caused by three factors that are
natural, institutional and other factors like social pressure, personal preferences,
inertness etc. (Petrevska, 2013). The next type of seasonality created by those
social factors and policies related to specific customs and legislated holidays, like
specific religious holy days and other related pilgrimages made at certain specific
period (Bender et al., 2005).
In addition to natural and institutional elements of tourism seasonality, many

studies show impacts and implications of seasonality from both the supply-side
(i.e., tourism operators, employees and local communities of the destination) and
demand-side perspectives. The factors that influence seasonality in tourism are
interrelated and the interactions between them are quite complex (Soma and Al-
Shqiarat 2013). Seasonality is considered an inherited characteristic of tourism
which consists of temporal and spatial variations of demand during the year that is
observed in many and different destinations of the world (Cannas, 2012).

Seasonality is one of the major challenges faced by tourist destinations,
particularly those that are related to climate such as high land destinations, which
experience long periods of low demand and short periods of excess demand.
Thus, put their sustainable development at risk.
Seasonality is a pervasive feature and a factor affecting all aspects of

contemporary tourism. Within the industry, seasonality dramatically influences
tourism supply and demand in terms of employment, operation of tourism
business, travel pattern and tourist flow. Tourist destinations, typically those
which are related to climate such as highland destinations, are very vulnerable to
systematic fluctuations of demand. Thus, seasonality is considered one of the
major challenges facing highland destinations, jeopardizing their sustainable
development.
A strong seasonality ‘prevents’ the authorities to take proper and planned activity
in order to reduce the black market. The heavy magnitude of seasonality has
created imbalance in Montenegrin tourism. During the main season there is
overuse of resources (i.e., number of tourists highly exceeds the carrying capacity
limit) and during the two shoulder seasons there is under-utilization of resources
(i.e., carrying capacity limit exceeds the number of tourists). Consequently, the
tourist product sustainability remains under threat during the peak season. The
solution to this problem lays in reducing the seasonal concentration in
Montenegrin tourism. The degree of seasonality should be approximately
adequate to the destination carrying capacity limit (Bigovic, 2012).
In particular, areas dependent on coastal tourism and hence holiday

accommodation business are more likely to be affected by seasonal influences
(Ball, 1989). For sustainable tourism development, tourist destination should
strongly focus on minimization of strong and constant seasonal concentration. It is
very difficult to create and maintain a competitive and sustainable tourist product
without reducing the extent of the seasonal concentration. In order to reduce
constant and strong seasonal concentration, issues of structure of accommodation
establishments, diversification of tourist product destination pricing policy,
introducing new tourist products as well as better flight connections need to be
addressed. Seasonality can be counteracted by events and festivals, which not

only initiate new tourism seasons but also has potential to enhance the awareness,
appeal and profitability of various attractions and destinations (Soma and Al-
Shqiarat, 2013). Through econometric models it was found that festivals has a
positive net effect as average visitors stayed longer during festival periods. For
successful demand and supply side strategies to counteract seasonality, policy and
strategies must embody deep knowledge about the patterns of destination market.
Seasonality results in problems of employment, social and developmental

difficulties and deterioration in the quality of services offered. These arise from
the fact that tourist facilities are used to the full capacity during the summer.
However, during the winter these are often under-used (Sethi, 1999).
The seasonality of tourism leads to a division between high- and low season. Take
the hotel sector as an example. Some of the hotels remain closed during low
season, whereas others suffer heavy losses in income. As fixed costs cover a big
part of the total costs, the hotels try to ensure as good as possible incomes. Tour
operators face unwillingness from outside investors to get financially involved in
marketing seasonal enterprises. This has led to the fact that local investors have to
shoulder much bigger financial responsibility. Seasonality and periodic variation
in demand inevitably has negative effect on job security, career prospect and pay,
which makes tourism employment unattractive for those who are looking for
permanent full time jobs with clear career opportunities (Riley et al., 2006).
Seasonality was retarding factor in Indian tourism but due to hard efforts of
government and tourism experts scenario has changed for better. Now even in the
hot April-June season foreign arrivals shows an increasing trend (Seth, 2011).
Seasonality creates considerable economic inefficiency and stress not only within
the industry but also injects in local labour force. The most evident problem of
seasonality is that the key revenue is squeezed into few hectic weeks. As a result,
every investor tries to extract sufficient revenue from tourists during these weeks
to ensure success for the full year. Price- gouging becomes the norm of the
destination and even institutionalized, as government permit two tier pricing
system of high and low season rates .The quality of service declines as plat and
personnel work at over capacity (Singh, 2004).

Table 1.1
Year Tourist Arrival G SI R
1990 2169093 0.208 0.580 1.724
1991 3115447 0.137 0.747 1.339
1992 3516267 0.202 0.555 1.801
1993 3368665 0.152 0.540 1.853
1994 3704944 0.153 0.595 1.682
1995 4011627 0.188 0.555 1.801
1996 4335432 0.177 0.549 1.823
1997 4434233 0.175 0.612 1.634
1998 4622297 0.153 0.697 1.435
1999 4670454 0.087 0.763 1.311
2000 5217715 0.194 0.651 1.536
2001 5056919 0.182 0.598 1.672
2002 4432178 0.138 0.791 1.264
2003 5400296 0.187 0.607 1.648
2004 6109895 0.173 0.645 1.550
2005 6251998 0.193 0.608 1.645
2006 6950573 0.169 0.606 1.651
2007 7417619 0.166 0.646 1.548
2008 6792223 0.199 0.506 1.975
2009 8234896 0.143 0.677 1.477
2010 8749326 0.117 0.755 1.325
2011 10115647 0.159 0.698 1.433
2012 10495269 0.172 0.693 1.443
2013 9323647 0.160 0.613 1.632
2014 7803193 0.197 0.582 1.719
2015 7776604 0.168 0.576 1.737
2016 7723721 0.174 0.527 1.897
2017 8178318 0.179 0.575 1.739
2018 8586541 0.151 0.616 1.623
2019 7940064 0.240 0.571 1.753

The Table-1.1 displays all calculated values of the Seasonality Ratio (R) of
religious tourism of Mata Vaishno Devi, from 1990 to 2019. It is obvious that all
computed figures indicate very slight degree of seasonality in the number of
tourist arrivals. The lowest obtained value of the seasonality ratio is about
1.264which occurred in 2002 while the highest calculated value of R is about
1.975 seen in 2008 and the average value is 1.622. All these figures indicate that
religious tourism of Jammu show very small seasonality in tourism demand.
The Seasonality Ratio (SR), Seasonality Indicator (SI) and Gini Coefficient (G)
are affected by the time-period of the highest tourist arrivals. But this effect is not
significant in Gini Coefficient. Its value spreads between 0 and 1, whereas bigger
G represents bigger inequality i.e. seasonality in tourism, and vice versa.
According to the computed figures of Gini coefficient (G), Mata Vaishno Devi
tourism shows negligible seasonality were the value of G ranges between
0.087and 0.240. Hence we reject the null hypothesis that there is presence of
strong seasonality in tourism demand of Mata Vaishno Devi tourism and accept
the alternative hypothesis that negligible amount of seasonality in tourism demand
is present in religious tourism of Mata Vaishno Devi tourism.
It is because of these and other methods one is able to detect seasonality, and,
accordingly one may identify and introduce measures and methods to cope and
overcome negative impacts on tourism. As the most commonly applied methods,
used by experts are: extension of the tourism season by introducing new tourist
products, modification of tourism product, application of positive pricing policy;
developing business tourism, etc. after the analysis of the values of Gini
coefficient, seasonality Ratio it is quite clear that there is negligible presence of
tourism seasonality and in order to further minimize seasonality various measures
and methods should be used to make the efficient utilization of the tourism
product of Mata Vaishno Devi, so that it can act as a model of other religious
tourism destinations.
Conclusion
This present research paper shows that seasonality in tourism has emerged as a
major and profound obstacle in the path of tourism development at many tourism

destinations. No doubt it has some positive effect on the tourism destination but
the concentration of maximum researchers has diverted towards the negative
effects of Tourism with well-defined peaks showing concentration of tourists
during a particular quarter of the year. The statistical figures which show that
there is more concentration of tourist inflow in a tourist destination during a
specific period of tourism season do not confirm the presence of strong
seasonality. It only shows that during that particular time period there is existence
of factors which has motivated or appealed tourists to visit during that specific
time period. Such factors include sober and enchanting weather condition,
personal preferences for summer season, long sunny days and occurrence of
vocations etc. These factors are not the exceptional with the Mata Vaishno Devi
but can be noticed at other tourist destinations of the world with varying
magnitude.
The main focus of the paper is to make an empirical investigation of seasonality

in tourism in Mata Vaishno Devi. The value of Gini Coefficients (G), Seasonal
Indices, Seasonality indicator and Seasonality Ratio confirms the presence slight
tourism demand. As the value of Gini Coefficients (G) in Mata Vaishno Devi
varies is between 0.087 and 0.240. The tourist inflow is not concentrated during a
given period of the season and is fairly spread throughout the year
The Present research reached on the conclusion that theoretical belief for existing
seasonality with meaningful patterns, particularly in winter months, is baseless.
Hence, this empirical analysis in a scientific manner rejects such belief and
discloses the presence of having very slight seasonal concentration in tourism in
Mata Vaishno DeviTourism.
References
1. Lee. C., Bergin-Seers, S., Galloway, G., O'Mahony, B., and McMurray, A.
(2008). Seasonality in Tourism Industry: Impacts and Strategies. CRC for
Sustainable Tourism Pty. Ltd. Australia, pp. 3-14.
2. Petrevska, B. (2013). Investigating Tourism Seasonality in Macedonia. UTMS
Journal of Economics, Vol. 4(1), pp. 37-44.

3. Bender, O., Schumacher, K. P., and Stein, D. (2005). Measuring Seasonality
in Central Europe’s Tourism-How and for what?, Paper presented at 10th
International Conference on Information & Communication Technologies
(ICT) in Urban Planning and Spatial Development and Impacts of ICT on
Physical Space,TU Wien, pp. 303-309.
4. Soma, A. P. M., and Al-Shqiarat, M. (2013). Effects of Tourism Seasonality
to a Highland Destination: Evidence from Al Bahah Province, Saudi Arabia.
International Journal of Innovations in Business. Vol.2 (6), pp. 630-644.
5. Cannas, N. R. (2012). An Overview of Tourism Seasonality: Key Concepts
and Policies. Journal of Tourism, Culture and Territorial Development, Vol.5.
pp.40-58.
6. Bigovic, M. (2012). The Strength and Dynamics of the Seasonal
Concentration in Montenegrin Tourism, Turizam, Vol. 16(3), pp. 102-112.
7. Ball, R. M. (1989). Some Aspects of Tourism, Seasonality and Local Labour
Markets. The Royal Geographical Society (with IBG), Vol. 21(1), pp.35-45.
8. Soma, A. P. M., and Al-Shqiarat, M. (2013). Effects of Tourism Seasonality
to a Highland Destination: Evidence from Al Bahah Province Saudi Arabia.
International Journal of Innovations in Business, Vol. 2(6), pp. 630-644.
9. Sethi, P. (1999). Tourism in Developing Countries. Rajat Publications, New
Delhi, p.164.
10. Riley, M., Ladkin, A., and Szivas, E. (2006). Tourism Employment: Analysis
and Planning. Viva Books Pvt. Ltd., New Delhi, p. 24.
11. Seth, P. N. (2011). Successful Tourism Management: Fundamentals of
Tourism (Vol. 2). Sterling Publishers Pvt. Ltd., New Delhi, p. 368.
12. Singh, P. (2004). Tourism Marketing: Principles, Policies and Strategies.
Kanshika Publishers, Distributors New Delhi, p.85.

37
Impact of E-Learning on Students and Employability in
Corona Pandemic-A Study in Hospitality Colleges in Mumbai
Suchismita Roy Indra1, Omkar2, Deepak2, Jyoti Ghadigaonkar2
1
Asst. Professor, Sheila Raheja Institute of Hotel Management, Mumbai.
2
Student, Sheila Raheja Institute of Hotel Management, Mumbai.
E-mail Id: suchismitaroy79@gmail.com
Abstract
COVID-19 affected the education sector very badly. Each and every
student and teacher is suffering because of COVID-19 virus. Day-to-
day highly increasing corona cases has raises so many serious
questions about the present and the future of the education sector. The
research addresses to important aspects one, is impact of E-learning
on students and second, one is impact of E-learning on employment
(teachers) both in corona pandemic. The main objectives of the
research is to know the impact of E-learning on students and
employment (teachers) in corona pandemic. The introduction part
focuses on what is exactly E-learning is? And what is COVID-19
virus. The used primary and secondary method to collect data. The
study draws on the 70 responses which author gets from the students
through the questionnaire method (survey form). The questionnaire is
made by considering five main aspects that is Education, Students,
Employment, E-learning and COVID-19 virus. The data analysis part
of the study proves that the, yes there is an impact of E-learning on
students and employment (teachers) in corona pandemic, the both
positive and negative impact.
Keywords: E-learning, COVID-19 virus, Students, Employment,

Education department, Hospitality Colleges.

Overview of the Study
What is E-learning
A learning system based on formalised teaching but with the help of electronic
resources is known as E-learning. The major components of E-learning are
computer and the Internet. E-learning is also known as “Distance learning” or
“Online learning” or the “Remote learning”, the learning in which skills and
knowledge is transfer through network. In E-learning anyone can deliver the
education on large number of recipients at the same or different times. Earlier, it
was not that much accepted wholeheartedly by the peoples as they assumed that
this system lacked in the human element which is required in learning. However,
with the time, with the rapid progress in technology and the advancement in
education system, but now it is used by the masses. As we said computer is main
component of the E-learning, but with the time we get hooked to new electronic
devices like smartphones, laptops and tablets, so now these upgraded electronic
devices have an important place in the E-learning. Books are now gradually
getting replaced by electronic educational material like optical discs, pen drives or
the books applications, etc. As the E-learning knowledge is shared via the
Internet, which is accessible 24/7, anywhere, anytime.
Nowadays every working sector including agriculture, medicine, education,

service industry, hospitality industry, business, government sectors and many
more are adapting to the concept of E-learning which helps in the progress of a
nation.(The Economic Times)
Advantages of E-learning
 Saves time and money:
One of the most obvious advantages of e-learning is that you can save time and
money. You can manage your own schedule and take online classes at your most
convenient time. You can save money, too, because you don’t have to pay for
travelling.
 Better retention:
E-learning makes use of different platforms, which provides interactive content.
Also, you can share your thoughts and opinions with others.

Corona Pandemic-A Study in Hospitality Colleges in Mumbai 442
 Personalized learning:
You ca choose your learning path and study at your own pace. You become more
motivated and invested in the course.
 Cost-effective:
Students aren’t the only ones that can save money in e-learning. Many
educational institutions save money through this set-up because there is no need
to use of physical classroom.
 Environment-friendly:
E-learning is also more environmentally friendly because it doesn’t contribute to
the pollution brought by paper production.
Disadvantages of E-learning
 Lacks social interaction:

E-learning is one of the causes of social isolation because you don’t see your
teachers and classmates face-to-face anymore. Interaction is very limited to one.
 Inaccessible to others:
Consider yourself lucky if you’re located in an area where the internet connection
is fast and stable. Unfortunately, some have very limited access to the internet.
 Cheating is Unavoidable:
E-learning includes assessment, just like in a regular classroom setting. However,
there are no teachers to watch over you during exams time.
 Requires Self-motivation and proper time management skills:
You’re basically on your own in e-learning. You have to motivate yourself to
study hard, take down notes, etc. You should also manage your time well by
learning how to juggle studying while doing other things like household work or
part time job, etc.
Need of Research
E-learning (Electronic learning) or the online learning it’s a virtual platform for
the studies, where the students and faculties can communicate with each other
virtually regarding studies, extra-curricular activities, etc. This virtual E-learning
platform is not that much popular before this corona pandemic, especially I
country like India. As everyone knows India is developing country. Indian govt. is

working hard to develop their country well, by conducting, formulating, by
establishing so many activities and work like Make in India project, then Swatch
Bharat Abhiyan mission and many more projects. But by avoiding this things
there are some rural areas in India where the peoples are not even known about
the mobile phones, the mobiles phones are so far to understand, they don’t even
aware about the electricity in their places. So, all the educational activities like
teaching, taking practical’s, conducting exams, etc. are all the done offline like
face to face between the students ad faculties, in proper and systematic manner in
schools, colleges, before all this corona pandemic. We can’t say, like not
everyone in India was well aware about the E-learning, metro cities in India like
Mumbai, Delhi, Kolkata, Chennai, etc. were well aware about this virtual
platform, but they still wish to go with offline learning, because the Indian govt.
the universities, the state boards were working offline, so they has to go with the
flow. Yes, there are some applications like BYJUs, Uncademy, Vedantu, Topper,
etc. this all are the best examples of E-learning applications before the corona
pandemic and after the corona pandemic too, but only problem with this
applications is, they don’t have any rights to give a board result or the university
result to any student. This applications are only allowed to work as private tuition
classes, as mentor or as a guider except than the schools and colleges. This was all
situation before corona pandemic.
But, yes after this corona pandemic everything means everything got changes,
even a teaching pattern too. Yes, there is a huge impact of e-learning (online
learning) after this corona virus on the school, college, institutes, universities, as
well as on state boards, even on students from k-12 and also on the faculties,
teachers, etc. Just because this corona pandemic not everyone but most of the
Indian citizens are well aware about E-learning platform. Now most of the
peoples are known to how to operate this E-learning applications from small
children to well mature persons. Now days every small, small schools and
colleges is on this virtual platform, going with a flow. The meeting applications
like Google meet, Zoom were only use for the meetings by the corporate offices,
but now everyone is using this applications to not only conduct classes, meetings
but also for the small virtual celebrations, for family get together. It’s been an
almost 8 to 9 months for this corona pandemic and from that months maximum 7

to 8 months every school and college is working online till now, everyone get
used to it right now, but yes there was a problem at first with students as well as
with faculties too, like how to operate, how to use each and every feature of that
application. This online learning (E-learning) applications are not created just to
take a classes but also this applications are well featured with small, small unique
features, like a Google classroom it’s a proper virtual classroom where
assignments are given to the students as well as notes some important information
regarding studies.
Review Literature
Related Study
Vishnu K., The importance of online learning in the times of COVID-19 and
beyond, Higher Education Digest (2020). Mr. Karthik said in his article, the
corona virus might be there to stay for a longer period of time, until the vaccine
will develop, and also with this there might be an increase in corona cases all over
the world. Currently there are more than 1.2 billion children in 186 countries
affected by school and colleges closes due to the pandemic. So, to avoid all this
problems we need more to look up with E-learning for K-12 schools and colleges.
The software companies, the education department are working to develop E-
learning for the students so they can learn and grab more and more knowledge in
this corona pandemic also. The E-learning or the online learning is get more
popular in India just because of this corona crises, there before India was only
following the traditional method of learning that is off-line classes or face-to-face
classes. But, now India is becoming more useful for this E-learning. Virtual
learning is not only taking theory lectures, but also hospitality colleges are taking
their small-small practical’s virtually which will be easy to learn students as well
as easy to teach for the teachers. In this pandemic everyone is like home
quarantine at their home, no one is going school and college traditionally,
everyone is learning online by sitting their home, so it’s very difficult to meet
your friends and teachers face-to-face, but yes the E-learning platform is creating
and maintaining that same bond with all your friends and teachers.

Dr. Pravat K.J., Online learning during lockdown period for COVID-19 in India,
International Journal of Multidisciplinary Educational Research 5(2020), in this
article Dr. Pravat proved that how E-learning is beneficial in this global
pandemic.. The E-learning (online learning) is now becoming the best solution
during this global pandemic. The education system, the education ministry trying
their best to connect each and every students with the world in this pandemic
regarding studies and extra general knowledge. Most of the software companies
are doing tie ups with the education system, for example, Google. To improve
students skills, knowledge and extra activities too. Online learning, the virtual
learning is beneficial because it is very much flexible to use and it also provides
the quality content, ad it is easy to access by everyone. In this online learning
system students used Internet connection to communicate with teachers and with
their fellow mates through video conferencing. In the past, students from rural
areas were missing many of the opportunities like this (E-learning) but still not
everyone is connected each other’s with E-learning.
Deepika Numbiar., The impact of online learning during COVID-19: Students

and Teachers perspective, The International Journal of Indian Psychology (2020).
Ms Deepika shown the impact of E-learning on students and teachers in this
COVID-19 situation. Ms Deepika said that online learning is becoming integral
part of the education system in this COVID-19 situation and it will be the integral
part of in future too. In the past, when it comes to Indian education it was always
face-to-face with proper classrooms this approach has always be used. India has
been one of the largest section in the world when it comes to higher education.
But COVID-19 has brought out a classic change in the education system, not only
in India but also all over the world. In this COVID-19 situation Indian education
system made online education mandatory to every school, college and universities
in India. Every school, college and university is adapted this new online learning
challenge. Face-to-face learning off-line learning helps every teachers to observe
each and every students completely. It also helps students to gain extra knowledge
by asking questions, by solving their doubts. But when it comes to online classes
then it’s difficult to do such things. In online classes everyone needs a proper
attention to understand the things because online learning is done at home, so
there might be any problems or challenges they need to face.

Thus, everyone needs to be increased their focus on the online classes
R.Radha, et al., E-learning during lockdown of COVID-19 pandemic: A global

perspective, International Journal of Control and Automation 4, (2020).
Nowadays in this global pandemic situation E-learning is become the mandatory
component of all educational institutes. (R.Radha, et al., 2020) collected their
primary data from national and international wise through google forms, to find
out the students perspective towards E-learning. This paper’s important aim is to
study the E-learning process among the students. In this paper (R.Radha, et al.,
2020) used stratified sampling method and the sample size was 175 students
across the world. The finding of the paper reflects that the impact of E-learning on
students. What is education? Education is to learn something new, education
always provide path to reach our goals. But suddenly something freaky accidents
happens in the world like COVID-19 and it always leave impact on education
system. This corona pandemic made the teaching professionals think of
alternative methods of teaching during the lockdown. So, in today’s world every
school, college and institute stepped into the digital world. E-learning provides
rapid growth in education system and proved to be the best in all sectors,
especially in education system during this global pandemic. The finding of the
study are based on the primary data and that findings revealed the contribution of
E-leaning towards students. They find out that E-learning provide positive impact
on the students and they are taking interest in E-learning. But every coin has their
two sides, same here, like some students do not wish for E-learning. They are like
traditional learning method is best. But this E-learning will help us a lot in future.
So, overall this study showed that E-learning has become quite popular among the
students across the world, in this lockdown period.
ShivangiDhawan., Online learning: A Panacea in the time of COVID-19 crises,

Journal of Educational Technology Systems, 2020. Ms Shivangi proved that how
online learning is panacea in this COVID-19. She said our Indian education
system is fully based on traditional methods of learning, like face-to-face teaching
in a classroom. But after this COVID-19 everything got change suddenly, the
WHO declared it as a global pandemic and this pandemic not only challenged
economic system but also challenge education system. The traditional learning

method suddenly shifted to E-learning, overnight. Every school, college,
university has adopted this sudden change. The main purpose of this is to explore
the growth of E-learning. To conduct a strengths, weakness, opportunities, and
challenges of online learning during corona pandemic and to give some
suggestions and recommendations for the success of online learning. We need to
find some innovative solutions to continue with our education by not affecting
student’s ad teachers, etc. . It will beneficial in future too because there will some
innovative and creative solutions will come in online learning.
Dr.Pravat K.J., Impact of pandemic COVID-19 on education in India,

International Journal ofCurrent Research, 2020. Dr.Pravat proved that yes there
is an impact of COVID-19 on education system in India. He did so much research
on it, he said the impact of COVID-19 pandemic is observed not only in
education system but also in other sectors around world and this pandemic the
Indian Govt. to do a lockdown in India, which affected everyone in India. Around
32 crore learners stopped to move school/colleges. This paper highlights the
measures taken by the Indian Govt. to provide education in the country. COVID-
19 has created many opportunities to overcome the problems in education system
from classroom teaching to digital model. This global pandemic has thought so
many lessons to everyone in the world, how to overcome it. Buch A.C., et al., E-
learning: The scenario during COVID-19 pandemic, Journal of Medical
Education, (2020); 19(2). Medical education is rapidly changing due to various
factors like changes in the environment, changes in medical science, etc. In this
pandemic also many online platforms are now available for every medical
student. E-learning has well established role in education system, and during this
global pandemic the utility of E-0learning has increased. The researchers find out
that how E-learning helps during the COVID-19 pandemic, what are the most
common methods use to conduct E-learning by the institutions, and also finding
out the perception of students about the E-learning.
Laxmi T., E-learning is the way forward, ET Hospitality world.com (2020). She
said that we need to understand the demand for E-learning; it is said that India
will need 3 million teachers by 2030. Globally, India is 2nd in terms of teacher’s
recruitment that required to meet the current educational demands. The corona

virus pandemic has caught mankind unawares in 2020. Life has adapted itself into
“The New Normal” from now on. But this just the temporary phase, our human
intelligence and human spirit are so powerful that we all can overcome it. The
online search for teaching jobs on Google and other job portals has seen a 40%
rise in past few years, due to increasing demand for teachers in school and
advancement in online education. Every teachers and educators need to be high
learner and professional in learning, then only they will be able to deliver
engaging classes online. She also said that it becomes imperative in a big way ad
for that she mentioned some tips to teachers as well as for the students, like fact
innovative, adapt to the changing times, self-train and motivate. Lastly, she said
Technology can not only make our lives simplest but also supplement out
knowledge or content delivery. Let’s prepare ourselves for the next revolution in
T&L.
Anuradha K., et al., Effects of the Disastrous Pandemic COVID-19 on Learning

Styles, Activities and Mental Health of Young Indian Students – A Machine
Learning Approach, Proceeding of the International Conference on Intelligent
Computing and Control Systems (ICICCS 2020). The objectives of this study is
get to know about impact of lockdown on students because of COVID-19 on day-
to-day activities and learning styles. On 11th march 2020 the WHO has declared
COVID-19 pandemic because of that on 24th march, 2020, the Ministry of Home
Affairs in India has declared complete lockdown in India and this pandemic has
effected very badly to entire world and every sectors of the country, including
education sector. The schools and colleges has been shut down and they has
disrupted academic activities at various levels. The authors took a survey to study
the mental health of the students like are they able to attend lectures? What are
their day-to-day activities? Different learning styles of students? Etc.
Because this pandemic Indian Govt. declared country wide lockdown which has
direct impact on education system. Everything were shut down all exams were
postponed and the admissions of new students are also stop. Just because all this
things all over the India’s school, colleges and universities has decided take
online classes and online Teaching and Learning to maintain continuity in
absence of face-to-face teaching. Apart from change in learning and teaching

method. There are restrictions on travel and tourism, we have to maintain social
distancing, restriction on eating outside food, etc. This pandemic affected to
mental health of the some students, some students are facing some mental stress
due to uncertain and future situations. The authors conclude that this is the most
important job of the teachers or mentors is to be there for the students to support
not only in studies but also to make aware about safety measures, avoid fake news
to prevent spread of COVID-19. Teacher also need to become a friend of students
for emotional support they may needed during pandemic has also lead to
restriction on travel or go out of the homes as result student missing their friend to
have get-together with their group of friends.
Vikrant K. &Sidharth S., Hospitality and Tourism Industry amid COVID-19

pandemic: Perspectives on Challenges and learnings from India, International
Journal of Hospitality Managemnet.92, 102707, 2020. COVID-19 outbreak has
pretended unprecedented circumstances before the fragile tourism and hospitality
industry. This novel coronavirus is raises serious questions about the present and
the future survival of the sector. This research addresses two important concerns
the, first, major challenges that hospitality and tourism industry is facing and
second relates to the vital learnings for the industry.
What is Significance of the Study
In simple terms, the significance of the study is basically the important of your
research.
 It will help future researchers for their research project.

 It will help students to know more about the E-learning and how it is
beneficial for them.
 It will help teachers also in future to know how E-learning was good platform
for studies in worst situations.
 The research study will represent as a model for the E-learning in various
colleges and guide the students as well as teachers.
 It will help the education department to take decisions by considering some
mentioned points.

 It will also help to the schools, colleges and universities to take decisions
regarding conducting of E-learning.
 It will also beneficial for all the software companies to take innovative and
creative steps in making of E-learning applications
 Last but not the least, it will motivate other researchers to conduct further
research in similar field.
Conclusion
COVID-19 has affected very badly to the education system of India. COVID-19
E-learning seems to be the upcoming trend. It has been extending worldwide in
COVID-19. The online learning method is best suited to everyone. E-learning
came as a solution to education system to conduct classes in corona pandemic.
Now everyone is getting used it, getting familiar to it. Nowadays many students
chose E-learning as their school and college to complete their studies and they can
used it at a convenient time. E-learning gives wide set of benefits to the students
in this worst situation too, and this study also showed that E-learning has become
quite popular among the students across the world particularly in COVID-19
pandemic. (R.Radha, e.tl, 2020)
Author concluded that YES there was an impact of E-learning on students and
teachers in corona pandemic. The impact was both Positive and Negative.
As positively, the main important thing was the education didn’t stop at all in this
corona pandemic also. The Indian Govt. the education department did lot of work,
did lot of research to gave education to each and every student in this corona
pandemic situation. They had a lot online meetings for the solution, they took
every ones suggestions regarding education, exams, new admissions, etc. by
following all the rules and regulations of COVID-19. After every meeting they
took so decisions for the education department like, the education should remain
continue in this pandemic also by taking online lectures that E-learning, Govt.
ordered each and every school, college and university to start their new academic
year by conducting online classes, then related to exams, they started taking
exams online by sitting home. For the admissions, they prepared set of rules and
regulations to each and every education institute. Students and teachers also

supported to Govt. decision by following and every rules. Students responded
well to E-learning platform. They started taking interest in E-learning. This was
all positive Impact.
E-learning is not only impacted on the students but also on the Employment
situation in education department. Many of the teachers lost their jobs in this
corona pandemic, many of the teachers were still not getting proper salary. Some
of the educational institutes are not providing the proper required materials to
conduct online classes. Everyday 10 kill themselves due to joblessness,
Unemployment in India. (Chethan Kumar, 2020). The Indian Govt. was not
taking any serious actions against this problem. Might be they had some plans and
policies for the employees in education sector, then they should think about those
thinks too. If the number of unemployment will increase in educational
department then is will be very difficult to overcome it, many of the will not get
proper knowledge.
References
1. Vishnu K., The importance of online learning in the times of COVID-19 and
beyond, Higher Education Digest, (2020).
2. Dr. Pravat K.J., Online learning during lockdown period for COVID-19 in
India, International Journal of Multidisciplinary Educational Research,
5(2020).
3. Deepika Numbiar, The impact of online learning during COVID-19: Students
and Teachers perspective, The International Journal of Indian Psychology,
(2020).
4. R. Radha, et al., E-learning during lockdown of COVID-19 pandemic: A
global perspective, International Journal of Control and Automation 4,
(2020).
5. Shivangi Dhawan., Online learning: A Panacea in the time of COVID-19
crises, Journal of Educational Technology Systems, 2020.
6. Dr. Pravat K.J., Impact of pandemic COVID-19 on education in India,
International Journal of Current Research, 2020.
7. Buch A.C., et al., E-learning: The scenario during COVID-19 pandemic,
Journal of Medical Education, (2020); 19(2).

8. Wan Hassan, W.A.S., et al., COVID-19 pandemic: Langkawi Vocational
College student challenge in using Google Classroom for Teaching and
Learning (T&L), International Journal of Advanced Trends in Computer
Science and Engineering, (2020), 3299-3307.
9. Laxmi T., E-learning is the way forward, ET Hospitality world.com (2020).
10. Anuradha K., et al., Effects of the Disastrous Pandemic COVID-19 on
Learning Styles, Activities and Mental Health of Young Indian Students-A
Machine Learning Approach, Proceeding of the International Conference on
Intelligent Computing and Control Systems (ICICCS 2020).
11. Fink, Arlene, USC Libraries Research Guides, Conducting Research
Literature Reviews: From the Internet to Paper. Fourth Edition, Thousand
Oaks, CA: SAGE, 2014.
12. Vikrant K. & Sidharth S., Hospitality and Tourism Industry amid COVID-19
pandemic: Perspectives on Challenges and learning’s from India,
International Journal of Hospitality Managemnet.92, 102707, 2020.

38
Factors Influencing the Economic Effects of Tourism
I. M. Karthikeyan1, Dr. K. Raja Alias Pranmalai2
1
Research Scholar, Department of Management Studies,
Gandhigram Rural University, Gandhigram, Dindugal Dist.,
2
Professor, Department of Rural Industries Management Studies,
Gandhigram Rural University, Gandhigram, Dindugal Dist.,
E-mail Id: imkarthikn11@gmail.com
Abstract
The financial significance of the travel industry has been

demonstrated by various investigations utilizing different hypothetical
develops and methodological methodologies. This prologue to the
uncommon issue gives a diagram of the various ideas of the financial
impacts of the travel industry and recognizes their most applicable
affecting variables. Frequently ignored impacts are the geological
scale and the cost side of the travel industry. An extraordinary focal
point of this paper lies on a further determinant of monetary effect of
most extreme significance: guest spending. The part of guests'
consumption conduct is thoroughly checked on utilizing a broad
writing base. Hence, we can recognize the main driving variables of
guest use in the travel industry in a generalizable and orderly manner.
Keywords: Tourism, Economic Contribution, Economic Impact,

Expenditure Behavior.
Introduction
The travel industry is frequently respected (and utilized by territorial engineers

and financing establishments) as a monetary improvement way for fundamentally
frail, fringe zones, as a fix all giving positions and pay, capital inflow lastly
halting outmigration by making a positive financial point of view for what's to
come. In any case, usually these high expectations miss the mark and either the
quantity of guests or the subsequent monetary commitment or even both don't
Factors Influencing the Economic Effects of Tourism 454

meet prior assumptions (Vogt 2008; Blake et al. 2008, p. 115; Lehmeier 2015;
Mayer, Job 2016). To put these assumptions on more practical grounds, separately
to pick more appropriate improvement procedures, a more profound
comprehension of the components is required: What impacts the monetary results
of the travel industry and can these determinants thusly be upgraded by leaders?
Be that as it may, prior to managing this inquiry, it seems important to initially
explain what the monetary results of the travel industry exercises really are - as
partners will in general get befuddled by various ideas like financial commitment,
effect or advantages, net turnover, esteem added, or financial worth, how they
happen, how various measures fluctuate and what expenses must be considered.
Practically speaking, these contemplations should prompt a more sensible image
of the travel industry as a methods for territorial turn of events and to better-
contemplated techniques. There are likewise extra reasons why the subject of the
monetary impacts of the travel industry is extremely applicable for both scholarly
examination and specialist arranged consultancy: First, and as opposed to
different areas whose financial importance isn't challenged, individually
comprehensively perceived (like vehicle producing in Germany for example), the
travel industry partners need to underline the financial significance of the travel
industry to stress entryway endeavors with respect to monetary assets, laws,
arranging, guideline, tax assessment and sponsorships (Hall, Page 2006, p. 155;
Stabler et al. 2010, p. 199). There is a peril as Crompton (2006, p. 67) puts it:
"Most financial effect examines are charged to legitimize a political position
instead of to look for monetary truth". Second, because of the perplexing structure
of the various branches shaping the travel industry area colossal experimental
endeavors are needed to quantify the financial pertinence of the travel industry for
these sub-areas and branches just as for the public/local economy altogether. This
intricacy opened up the way for an own field of examination managing monetary
investigation in the travel industry which has accomplished significant
advancement throughout the long term. Third, contemplates assessing the
financial impacts of the travel industry give the solitary quantifiable aftereffects
of the travel industry sway in money related terms contrasted with picture,
foundation or skill impacts of the travel industry where a few different factors
mediate (Bieger 2001).

Thus, this unique issue presents late advancement in the field of financial impacts
of the travel industry and its affecting elements by analysts from the German-
talking local area. As a prologue to this extraordinary issue, this article gives a
review of the various proportions of the financial significance of the travel
industry and sums up the impacting factors on the monetary commitment of the
travel industry utilizing a self-created system. Quite possibly the main drivers is
the spending conduct of guests. Along these lines, this paper offers an exhaustive
survey of studies managing the various determinants of guest spending by
arranging the impacts and reaching generalizable inferences (Section 3). At last,
this paper gives a framework of the uncommon issue.
Spatial aspects of the economic effects of tourism

The financial impacts of the travel industry happen and are quantifiable on
various spatial scales, from the worldwide, mainland, public to the local and
nearby level. Additionally the significance of the impacts differs along these
scales. For example, on the public level, the consequences for the unfamiliar trade
profit are vital. Zooming in to the local/nearby level occupation creation and
spillages become progressively applicable (Metzler 2007, p. 33).
Not just the spatial scale ought to be considered yet additionally the area where
consumptions happen and which entertainers really benefit. Alluding to Freyer
(2011, p. 41 ff.) we can recognize (a) the source territory of vacationers, (b) the
movement zone and (c) the location. Every region has a contrasting blend of
consumption classifications and exact issues. Advertisement (a): in the source
region, voyagers look for data, book their outing and purchase hardware.
Nonetheless, it is frequently hazardous to relegate uses for hardware to a
particular outing or occasion.

Source: Ennew 2003 and Dwyer et al. 2010, p. 213
Figure 1.Economic contribution, impact
and benefit of tourism and influencing factors
While on the excursion, explorers go through cash for gas, food, street cost,
convenience for visits, and so on Two issues happen: First, most vehicle
consumptions are reserved and paid for ahead of time in the source region and the
zone crossed via planes, prepares or dispatches doesn't acquire any advantages.
Second, on the off chance that one needs to dole out the movement costs to a
particular fascination the different outing inclination must be thought of (trips
there and back) (Freeman 2003, p. 421 f.). Promotion (c): at the objective,
vacationers pay for convenience, gastronomy, goods, exercises, trinkets,

administrations, and so on Subsequently, for a provincial monetary investigation
(for example of occasions or explicit attractions), the spatial constraint, separately
the size of the objective are vital affecting elements (see beneath) "in light of the
fact that a decent extent of all out spending by onlookers may not [have] been
brought about inside the local area" (Gelan 2003, p. 411). Moreover, for these
assessments of attractions or occasions generally just the consumption at the
objective is thought of while use on the excursion or in the source zone is ignored.
By and large, the monetary effect of an occasion/fascination is likely conversely
identified with the separation from its area in space (Gelan 2003). Extra bits of
knowledge into the spatial parts of the monetary impacts of the travel industry can
be found in a few, generally contextual analysis commitments (for example
Connell, Page 2005; Daniels 2007; He et al. 2008) which can't be introduced here
in detail because of space limitations. In any case, there is to date no extensive
audit of these works and it would merit gathering.
Factors influencing economic effects of tourism
The elements impacting the monetary impacts of the travel industry and examines
the info factors for its examination. Loomis, Caughlan (2006, p. 33 ff.) summarize
the fundamental prerequisites for any investigation of the monetary
commitment/effect of the travel industry: various guest days; (b) spending sums
per guest; (c) kinds of guests and excursion purposes; and (d) a financial model to
ascertain multiplier impacts. Moreover, there is a directing impact of the spatial
restriction of the study zone.
The quantity of guest days is frequently mistaken for the quantity of guests which
could be indistinguishable sometimes yet regularly the two measures contrast. For
overnight the travel industry likewise the length of stay, the quantity of visits to
explicit attractions or the recurrence of an action must be considered. In this issue,
Arnberger et al. (2016) examine the strategies for guest including in detail.
Considering appearance it is far from being obviously true whether monetary
effects of the travel industry ought to be utilized on a public scale, in light of the
fact that those of homegrown the travel industry speak to distributive impacts just
(Küpfer 2000, p. 68 f.). These guests would have spent their excursion in their
nation of origin at any rate or would have visited another objective there all things

considered. Just approaching sightseers give extra contribution to the public
economy (Schönbäck et al. 1997, p. 191; Baaske et al. 1998, p. 159 f.). In any
case, one may contend that a homegrown excursion can dodge an outing abroad
which would prompt spillage from the public economy (Mayer, Job 2014, p. 79).
Also, it is challenged whether nearby inhabitants in the study regions ought to be

remembered for the local financial appraisals. Some keep up that local people
ought to be rejected as their uses are viewed as a re-course of prior pay in the
district (Dwyer et al. 2004, p. 313 f.; Loomis, Caughlan 2006; Crompton et al.
2001, p. 81). Alternately others contend that overlooking local people's uses will
prompt a think little of all out effects (Johnson, Moore 1993, p. 287). Local
people could likewise go through their cash outside their home area again
prompting spillages (Ryan 1998, p. 345).
Consumption: Stynes, White (2006) summarize the main rules and regulations
with regards to investigating guests' spending conduct, while Frechtling (2006)
audits a few techniques and models used to gauge guest uses. The third segment
of this article manages the impacts on use designs in detail. What's more,
Butzmann (2016) examines the uses of nature travelers in his commitment to this
issue.
Outing reason: In request not to overestimate the monetary commitment of

explicit attractions/exercises the excursion reason must be broke down. It is
unequivocal that solitary those consumptions are viewed as which are gone
through notwithstanding the cash spent at any rate at the objective as the spenders
would have gone there regardless of whether the fascination being referred to
didn't exist (Dixon, Sherman 1990, p. 155 ff.; Küpfer 2000; Job et al. 2009;
Loomis, Caughlan 2006, p. 33 ff.).
Multipliers: Economic models are unavoidably important to gauge the aberrant

and prompted financial impacts of the travel industry and are regularly viewed as
the most perplexing piece of the assessment cycle. The development of
philosophies began with nearly basic multipliers (Archer 1977) and proceeded
with prevalent information yield models (IO) (Fletcher 1989). The last mentioned,
be that as it may, show methodological deficiencies attributable to prohibitive

presumptions like the "free, unlimited progression of assets to [...] the economy.
[...] thus, it [the IO model] doesn't catch the criticism impacts, which normally
work in inverse ways to the underlying change" (Dwyer et al. 2004, p. 307;
Armstrong, Taylor 2000, p. 56 ff.). As significant upgrades to the IO social
bookkeeping lattices (SAM) (Wagner 1997) and calculable general harmony
models (CGE)1 (Dwyer et al. 2004) were proposed, which can join asset
limitations and input impacts (Zhang et al. 2007). The CGE are in all likelihood
the most exceptional gathering of multiplier models defeating a considerable lot
of the overestimation impacts of IO-models (Blake 2005; Song et al. 2012),
despite the fact that they actually have their downsides. These incorporate some
prohibitive suppositions like steady re-visitations of scale underway capacities
and wonderful business sectors (Croes, Severt 2007), high info information
quality prerequisites and related expenses or the not extremely striking
introduction of results (Pfähler 2001). Consequently, when contrasting CGE
models with regular IO Klijs et al. (2012) reason that CGE models are
substandard regarding straightforwardness (the consistency of results),
effectiveness (information, time and cost) and equivalence (normalization of
model structure, multifaceted nature and presumptions). Moreover, the
investigation of past information is past the extent of CGE models since they
"reenact what will occur in the economy as an outcome of outer stuns, however
don't state what has just occurred" (Ivanov, Webster 2007, p. 380). Further
(dis)advantages of the demonstrating approaches are talked about in the scholarly
writing (West 1995, Dwyer et al. 2010, Chap. 7-9, Pratt 2015, p. 151).
The greatness of multiplier impacts is definitively affected by three variables

(Archer 1977: 29 ff., Archer, Fletcher 1996: p. 58 ff., Wall 1997, p. 447; Hall,
Page 2006, p. 155):
(1) The size of the study territory to which the multiplier alludes on the grounds
that the opportunities for monetary autarky generally rely upon this size. The
quantity of potential spending adjusts is likewise affected. The bigger the
overview zone, the bigger the multipliers and the lower the spillages.
(2) The degree of monetary improvement of an area: "The more that the
contributions of ventures can be procured locally, the more modest will be the

spillage and the bigger will be the multiplier" (Wall 1997, p. 447).
Nonetheless, there is no automatism for higher multipliers because of complex
interregional esteem chains these days.
(3) The consumption structure: the higher the privately created portion of
merchandise/benefits, the higher additionally the subsequent immediate and
backhanded impacts.
The affectability of the financial commitment of the travel industry to changes in

these impacting factors is only here and there examined, one significant
exemption being Woltering (2012, p. 249 ff.). At last, all assessment approaches
essentially depend on solid observational information contribution about the
quantity of guests and their uses. Without those suitable measures, even the most
definite, hypothetically solid monetary model would give deceiving results
(Tyrrell et al. 2001, p. 94).
Additionally, Crompton et al. (2001, p. 80 ff.) stress that "financial effect

investigation is an estimated cycle, and yield numbers ought to be viewed as a
'most realistic estimation's instead of as being sacredly exact". This citation
alludes to the innate issues of all financial valuation draws near, as does the
absence of similarity of TSA and IO results: assessments of the monetary impacts
of the travel industry ought not be viewed as incontestable, on the grounds that
they are not entirely clear and abuse (Crompton 2006). Therefore, a basic
appraisal of various monetary valuation studies should consider who is assessing
which esteems utilizing which approaches and models dependent on which
suspicions and information input supported by whom. As issues of force and
endeavors to impact results can never be totally rejected it would be an
assignment for a basic (financial) geology of the travel industry in the feeling of
Britton (1991) to manage these connected inquiries.
Discussion and implications
To summarize, the main vacationer based determinant of the travel industry

spending is pay regardless of how operationalized. This discovering fits well
when all is said in done microeconomic hypothesis that proposes the significance
of pay for request. Calling and schooling didn't accomplish huge outcomes by and

large. A superior intermediary for money is by all accounts the nation of
inception. Sexual orientation, conjugal status, and the sort of private area are not
drivers of the travel industry consumption as indicated by a large portion of the
examinations. This shows that these factors impact neither spending limits nor
inclinations. Age, interestingly, decides spending in certain investigations,
however not, whenever included as a straight metric variable. This may be
because of a connection among age and pay with moderately aged gatherings
procuring and spending the most, yet this may likewise be brought about by a
relationship old enough gatherings with explicit interests and exercises, which
contrast in cost. Future examinations could in this manner limit vacationer based
factors to pay and age. In any case, albeit monetary components are definitive as
they license individuals to travel, they can't completely clarify vacationer use.
A few travel-based factors increment the illustrative force of expenditure models.

Gathering size clearly impacts the measure of expenditure in a huge manner.
Obviously, scale impacts happen, prompting cost reserve funds. Economies of
scale likewise happen with length of stay of vacationers. By the by, for objective
associations it very well may be more proficient, from a money saving advantage
point of view, to persuade travelers to remain longer (as troublesome as that might
be) than to put forth extraordinary attempts to draw in more guests. Contrasting
vacationists and joyriders, the prevailing part of convenience as a spending
variable gets clear. Overnight vacationers spend fundamentally more. Higher
deals are produced with explicit kinds of convenience, in detail reliant on
objections. Concerning the effect of the excursion association it very well may be
fascinating from a local monetary point of view to investigate the portion of
comprehensive costs paid by bundle travelers that really gets successful at
objections. Because of conflicting outcomes concerning the transportation mode,
ends can't be drawn. It very well may be accepted that particular methods for
transportation are identified with the spot of starting point of sightseers and the
distance to objective. Thus, transportation mode may be an intermediary for the
nation of source, the GDP and the pay. The impact of methods for transportation
on spending levels would in this way rely upon the objective.

Further examination is required for the connection between the quantity of visits
and spending levels as results are very opposing. Additionally, the movement
intentions and exercises inspected are heterogeneous so that reasonable outcomes
are missing, in spite of the fact that framework related exercises appear to have a
positive impact. Subsequently, it very well may be fascinating to think about the
effect of explicit travel exercises on use at explicit kinds of objections, (for
example, great urban communities, mountains, sun and ocean). We recommend
that the joining of factors identified with supply and qualities of objections would
assist with encouraging comprehend spending conduct as request as a rule
likewise relies upon properties of supply and fulfillment with it. Particularly with
respect to the attributes of objections the discoveries show a critical effect on the
spending level. Further exploration is expected to check these outcomes. Specific
consideration ought to be paid to separate objective attributes if suggestions for
objective administration are to be given. Similar remains constant for the impact
of season on use as existing outcomes don't give a reasonable picture. As per
microeconomic hypothesis, high consumption levels would be normal for high
seasons (when request is high for scant assets) however a few discoveries
repudiate this suspicion. Future investigations should hence dissect the effect of
season along with movement intentions, exercises and objective attributes.
Conclusion
That few travel-and objective based factors are under-investigated and future
examinations ought to give extraordinary consideration regarding these elements.
Further viable ramifications are hard to make at this total level without alluding to
explicit objections.
References
1. Abbruzzo, A., Brida, J. G., Scuderi, R. (2014). Scad-elastic net and the
estimation of individual tourism expenditure determinants. In: Decision
Support Systems 66, p. 52-60.
2. Alegre, J., Cladera, M. (2010). Tourist expenditure and quality: why repeat
tourists can spend less than first-timers. In: Tourism Economics 16 (3), p.
517-533.

3. Arnberger, A., Eder, R., Preisel, H. (2016). Tagestourismusoder
Wohnumfeldnutzung? EinVergleich der Besuchsintensitäten und -muster von
dreiErholungsgebieten in Wien. In:ZeitschriftfürTourismuswissenschaft 8 (2),
S. 199-221.
4. Brida, J.G., Scuderi, R. (2012). Determinants of tourist expenditure: a review
of microeconometric models. http://mpra.ub.uni-muenchen.de/38468/
5. Brida, J. G., Disegna, M., Osti, L. (2013). Visitors’ expenditure behaviour at
cultural events: the case of Christmas markets. In: Tourism Economics 19 (5),
p. 1173-1196.
6. Brida, J. G. et al. (2014). Research note: Exploring the determinants of cruise
passengers’ expenditure at ports of call in Uruguay. In: Tourism Economics
20 (5), p. 1133-1143.
7. Brida, J. G., Tokarchuk, O. (2015). Keeping mental budgets: visitors’
spending at a Christmas market. In: Tourism Economics 21 (1), p. 67-82.
8. Klijs, J.et al. (2012). Criteria for comparing economic impact models of
tourism. In: Tourism Economics 18 (6), p. 1175-1202.
9. Mayer, M., Vogt, L. (2016). Bestimmungsfaktoren des Ausgabeverhaltens
von Naturtouristen in den Alpen - das Fallbeispiel Simmental und Diemtigtal,
Schweiz. In: Mayer, M., Job, H.(ed.): Naturtourismus-Chancen und
Herausforderungen. (StudienzurFreizeit und Tourismusforschung 12)
Mannheim: MetaGIS, p. 99-111.
10. Stettler, J. et al. (2016): Bedeutung und Bewertung von Events zurBeur
teilungihrerFörderwürdigkeit: Analyse von vierSportgroß- und einerMegas
port-Veranstaltung in der Schweiz. ZeitschriftfürTourismuswissenschaft 8 (2),
S. 252-283.
11. Thrane, Ch. (2015). On the relationship between length of stay and total trip
expenditures: a case study of instrumental variable (IV) regression analysis.
In: Tourism Economics 21 (2), p. 357-367.
12. Woltering, M. (2012). Tourismus und Regionalentwicklung in deutschen
Nationalparken.

39
Immune System Might Promote Recovery for Mild
COVID-19 Patients Impact of Coronavirus
on Education in India Review
Azhagu Madhavan S1, Ganesan S1, Vinotha P2,
Uma V2, Mahadevi M3, Senthil J4
1
PG & Research Deparment of Zoology & Biotechnology, A Veeriya Vandayar Memorial
2
PG & Research Department of Bio-Chemistry, Bharathidasan University,
Tiruchirappalli, Tamilnadu, India.
3
PG & Research Deparment of Botany & Microbiology, A Veeriya Vandayar Memorial
4
Bharath Institute of Higher Education and Research, Chennai, Tamil Nadu, India.
E-mail Id: mathavan062@gmail.com
Abstract
Coronavirus is a viral irresistible sickness brought about by SARS-

COV2. Its clinical signs and side effects are on an expansive range
going from asymptomatic to serious confusions like multi-organ
disappointment, thromboembolism, and extreme pneumonia with
respiratory disappointment. More awful results and higher death rates
have been accounted for in the old, individuals with co-morbidities,
and malnourished people. Sustenance is central to acceptable
wellbeing and safe capacity. It frames an essential segment of therapy
modalities for different intense and persistent infections, particularly
where a causative therapy isn't yet perceived. Despite the fact that
reviews tending to the part of explicit supplements in COVID-19 are
still at a beginning phase, accessible proof recommends that
addressing the necessities of a variety of large scale and miniature
supplements (energy, proteins, fats, nutrients A, D, E, C, B nutrients,
iron, selenium, zinc, and so forth) Additionally, supplements are

determinants of the sythesis of the gut microbiota that thusly impacts
the attributes of safe reactions in the body.
Keywords: COVID-19 Patients, Education area, SARS-CoV-2

bunch, Management of COVID-19.
Introduction
Effect of Coronavirus on Education in India

COVID pandemic has essentially disturbed different areas in India including oil
and gas, vehicles, flight, agribusiness, retail, and so forth we can't disregard that
barely an area would stay unaffected by the emergency. The effect might be pretty
much. Same is with the instruction area in India. Allow us to discover the effect
of COVID on training in India for certain potential arrangements. As we realize
that due to COVID pandemic the state governments the nation over briefly began
closing down schools and universities. According to the current circumstance,
there is vulnerability when schools and universities will resume. Presumably, this
is the urgent time for schooling area since entrance trial of a few colleges and
serious assessments are held during this period. Alongside them how might we
disregard board assessments, nursery school affirmations, and so on?
Training area: Impact and worry during COVID-19

As talked about over, all significant placement tests are delayed including
designing, clinical, law, horticulture, style and planning courses, and so on The
present circumstance can be a ringing disturbing chime chiefly in private area
colleges. Perhaps a few resources and representatives may confront compensation
cuts, rewards and augmentations can likewise be delayed. The lockdown has
created vulnerability over the test cycle. May be colleges may confront sway
regarding a log jam in understudy entry level positions and situations, lower
expense assortment that can make jumps in dealing with the working capital.
Another significant concern is that it can influence the paying limit of a few
people in the private area, which is obliging a sizeable segment of the
understudies in the nation. Understudy advising activities are additionally
influenced. A few establishments may stop staff recruiting plans for existing
Immune System Might Promote Recovery for Mild COVID-19
Patients Impact of Coronavirus on Education in India Review 466
opening which thusly influence quality and greatness. Structure of tutoring and
learning incorporates instructing and appraisal approaches and because of
conclusion, it will be influenced. Innovation may assume a significant part in the
lockdown time frame like examination from home and work from home. In India,
some non-public schools could receive web based educating strategies. Low-pay
private and government school will be unable to receive web based showing
techniques and accordingly, there will be totally closed down because of no
admittance to e-learning arrangements. Notwithstanding the open doors for
learning, understudies will likewise miss their dinners and may bring about
financial and social pressure. Advanced education areas are additionally disturbed
which again clear an effect on the nation's monetary future. Different understudies
from India took affirmations in abroad like the US, UK, Australia, China and so
forth What's more, these nations are seriously influenced because of COVID-19.
Potential other options or answers for intruded on schooling during

COVID-19
With the assistance of intensity supply, computerized abilities of educators and
understudies, web availability it is important to investigate advanced learning,
high and low innovation arrangements, and so on Understudies those are coming
from low-pay gatherings or presence of inability, and so forth distance learning
projects can be incorporated. To offer help for digitalisation to educators and
understudies. The need to investigate computerized learning stages. Measures
ought to be taken to relieve the impacts of the pandemic on propositions for
employment, temporary position projects, and examination projects. An epic
COVID (SARS-CoV-2), causing certifiable respiratory disorder like pneumonia
and lung dissatisfaction was first point by point in Wuhan city, China at the
completion of 2019.It quickly spread bringing about a worldwide pandemic. As of
Dec 15, 2020, COVID-19 has quickly spread in excess of 200 nations, regions or
regions causing 71 million affirmed cases and in excess of 1,608,648 passing’s.
History of Coronavirus
In 2003, China detailed SARS-CoV, was tainted with an infection causing Severe
Acute Respiratory Syndrome (SARS) in Guangdong region. The infection was

affirmed as an individual from the Beta corona virus subgroup and was named
SARS-CoV. The tainted patients showed pneumonia indications with a diffused
alveolar physical issue which lead to Acute Respiratory Distress Syndrome
(ARDS) [1].
Distinguishing proof of SARS-CoV-2 bunch instances of India

In December 2019, instances of pneumonia-like ailment because of an obscure
aetiological specialist were accounted for in Wuhan city, Hubei region of China.
The aetiological specialist was distinguished as an individual from the
Coronaviridae family and was named the 2019 novel Coronavirus. Because of its
hereditary comparability with the extreme intense respiratory disorder (SARS) of
2003, the International Committee on Taxonomy of Viruses renamed it as SARS
COVID 2 (SARSCoV-2). The principal instance of SARS-COV-2 was accounted
for from Kerala, India, on January 30, 20203 and from that point forward, the
numbers are expanding continuously. The current examination is a review
investigation of two groups of research center affirmed COVID illness 2019
(COVID-19) patients from India and features their arrangement of occasions,
clinical highlights and succession investigation.
Coronavirus in youngsters
The youngster among the all out number of COVID-19-influenced patients was
little and most kids created delicate infirmity. One investigation from China has
detailed that kids matured under 10 yr have similar weakness as grown-ups to get
tainted, however far-fetched to create extreme illness. Another examination from
China26 upholds the idea that kids are less vulnerable to COVID-19 contrasted
with grown-ups. In this investigation, when the contact of individuals with
realized diseases were followed and tried for the infection, for each influenced kid
younger than 15 yr, almost three individuals were discovered to be contaminated
between the ages of 20 and 64. The age bunch savvy dissemination of cases and
the distinctions in casualty rate in the distributed enormous case arrangement
from various nations are summed up in late investigation from India revealed the
clinical highlights and epidemiological qualities of 21 patients in New Delhi. All
had mellow ailment aside from one who had lung solidification and required

oxygen inward breath. In this investigation, just one case was under 20 yr old
enough.
Morphology
Coronavirus is brought about by SARS – CoV-2 a β COVID who's named gets

from Crown like structure in under electron magnifying lens. It is made out of
direct single abandoned RNA particle of positive (mRNA) extremity and from 28-
32 kb long. Hereditary material is secured by lipid bilayer and film proteins (M-
protein) likewise incorporate surface protein S-protein (spike protein) E-protein
(encompass protein) the S-protein has been a focal point of pathogenesis
concentrates in mice since it has all the earmarks of being the basic determinant of
cell tropism, species crown.
Figure 1.Morphology of SARS-CoV-2
Immune response in COVID-19
COVID-19 is not atypical of the way influenza virus or even the coronaviruses
intrude in our bodies. Our immune system has a predictable response towards the
surge of invading pathogens and soon the body’s immune system mediates its
innate response. Viral interactions with the innate immune system determine the
outcome of infection to a large extent. Type 1 interferons, complement proteins,
and innate immune mediators control viral replication during the initial phases of
the disease. In accumulation, the original gut bacteria in the host are recognized to

create a defence against pathogens. However, the disease disruption breaks this
barrier and supports the growth of pathogenic organisms. Administration of
probiotic organisms are known to enhance the innate immunity more than the
acquired immunity. These exogenous organisms act by creating a physical barrier
against pathogens and generating metabolic end products like lactic acid that
hinders the growth of pathogens.
Results and Discussion
Management of COVID-19
Outpatient management is appropriate in patients with mild illness (majority of

the patient population) and does not warrant hospitalization or medical
intervention as is deemed necessary for patients with severe and critical
manifestations (WHO, 2020). Adherence to suitable contamination control,
separation insurances for the span of ailment and recuperation, sufficient
admittance to food, and help with exercises of day by day living are fundamental
for fruitful home management.
Role of Nutrition in management of COVID-19
Malnutrition in both forms--undernutrition and overweight, has an impact on

immune response to infections. This could be a result of neuroendocrine
alterations and adipose tissue generated chronic inflammation. Concurrently, this
interface exerts an adverse effect on food intake through mechanisms that include
hormonal changes and. The availability of nutrients in the host’s body determines
and stimulates specific and non-specific defense mechanisms and immune
responses towards the pathogen. An acute infectious state induces hyper
catabolism in the body, subsequently causing further loss and depletion of body
nutrient stores along with increased energy demands. Protein breakdown with a
higher resting energy expenditure is characteristic of aggressive infections. As an
outcome, there is a higher supplement necessity for accelerating dynamic and
uninvolved host obstruction. The extent of this is defined by the type of micro-
organism, severity of the disease, and the presence of other complications. The
way this manifest is a vicious cycle, and thus whether the deficiencies and

alterations are predisposing factor to infectious diseases or vice versa is
unimportant.
Carbohydrates
The metabolism of carbohydrate is altered during an infection. The liver glycogen

stores are depleted and there is increased gluconeogenesis in acute infection, even
if carbohydrate intake is sufficient. Therefore, an adequate intake of
carbohydrates is suggested to replenish the depleted glycogen stores of the body.
A caloric intake of 45-50% from carbohydrates in a day’s diet is suggested for
patients with mild COVID-19
Protein
Likewise, protein needs can be estimated on a body weight basis, as 1g/kg body
weight/day for older persons and ≥ 1g/kg body weight/day for polymorbid
patients ASPEN (2020) suggests an admission of 75-100g of protein/day to keep
up bulk. Muscle decay is perceptible inside a time of only two days of complete
idleness and bed rest as likewise saw in COVID-19 patients with longer ICU stay.
In addition, low pre-albumin levels have been shown to be associated with acute
respiratory distress syndrome. Though intestinal dysbiosis has been observed in
Chinese COVID-19 patients no direct linkage or clinical evidence states the
beneficial role of gut-microbiota in treatment of SARS-CoV or COVID-19. All
things considered, prebiotics and probiotics could unquestionably help in related
suggestive alleviation, for example, diminishing the span of loose bowels and
improving the result of respiratory diseases. Besides, since isolation and
quarantine could occasion stress and boredom in patients, suggest consumption of
foods that contain or promote the synthesis of serotonin and melatonin at dinner
like almonds, bananas, cherries, oats.
Fat
Sources of fat like cream, butter, cheese sauce, olive oil, or salad dressing
improve the energy density. However, a high fat diet can result in an airway
inflammatory response, exhibiting bronchial hyperresponsiveness and increased
proinflammatory cytokine and neutrophil levels. Even short-term, even transient

utilization of high fat eating routine has been appeared to diminish resistance
levels all through the body.. express that the patient's respiratory proficiency is
additionally a determinant of fat and sugar proportion representing the day's
energy needs; where it differs between 30:70 (subjects with no respiratory
deficiency) to 50:50 (ventilated patients).
Omega 3 fatty acids
Eicosapentaenoic acid (EPA) and docosahexaenoic acid (DHA) exert anti-

inflammatory effects through pro-resolving mediators (SPMs) and as precursors
of anti-inflammatory prostaglandins. Resolvin, protectins, and maresins (SPMs)
are known to resolve the ongoing inflammatory processes and support healing,
including in the respiratory tract. Omega-3 fatty acids are found in a range of
foods, including fish, other seafood, nuts and seeds (such as flaxseed, chia seeds,
and walnuts), flaxseed oil, canola oil and fortified foods. The supporting evidence
for the role of the following micronutrients in immunity and enhancing patients’
ability to better survive the pathogen exposure comes from studies of frank states
of deficiency or suboptimal levels. It may not be practical to measure the extent of
each one of the nutrient levels during the pandemic. However, as a preventive
measure in order to assure that immune functions are not further compromised, it
seems prudent to consume adequate amounts of these nutrients, although studies
that define explicit recommended amounts are lacking. Propose guaranteeing
admission of every day recompenses for micronutrients for malnourished people
in danger for or with COVID-19 as a preventive or treatment measure pointed
toward boosting general enemy of disease nourishing defense and potentially
reducing impacts of the disease. Nonetheless, a diet comprising a variety of fruits,
vegetables, nuts, seeds, predominantly whole grains and pulses along with lean
meats, eggs, dairy products and oily fish that are consistent with current country
specific dietary guidelines should be advocated.
Vitamin A
Popularly known as the counter infective nutrient, it includes fat-dissolvable

retinoids, especially retinol, retinal and retinyl esters. A few investigations have
demonstrated that nutrient A supplementation can lessen grimness and mortality

in various irresistible illnesses, especially measles, measles-related pneumonia,
and most likely some diarrheal sicknesses. There might be an effect on intestinal
sickness and HIV/AIDS disease.
Vitamin B
These water-solvent nutrients fill in as coenzymes, have specific jobs

remembering association for intestinal invulnerable guideline, subsequently
adding to gut boundary capacity and diminishing irritation by stifling supportive
of incendiary cytokines. Supplementation that meets 100% of the age and sexual
orientation explicit RDA for the B-nutrients ought to be supported
notwithstanding utilization of an even eating routine. In spite of the fact that
Vitamin B6 and folate are found in a wide assortment of nourishments like fish,
organ meats, eggs, dairy items, nuts, beans, dull green verdant and boring
vegetable, and natural product (other than citrus), Vitamin B12 is just normally
present in creature items (fish, meat, poultry, eggs, milk, and milk items) and
certain invigorated food sources.
Vitamin C
Vitamin C has a critical part in different parts of the safe framework Maggini,.
Being a profoundly powerful cancer prevention agent, it secures significant
biomolecules (proteins, lipids, starches, and nucleic acids) from harm by oxidants
created during ordinary cell digestion and through openness to poisons and
contaminations. It is a cofactor for a group of biosynthetic and quality
administrative monooxygenase and dioxygenase compounds and for the lysyl and
prolyl hydroxylases needed for adjustment of the tertiary structure of collagen,
and is a cofactor for the two hydroxylases associated with carnitine biosynthesis,
an atom needed for transport of unsaturated fats into mitochondria for age of
metabolic energy.
Vitamin D
Referred to as the daylight nutrient, it is a fat-dissolvable nutrient that is normally

present in a couple of nourishments, anyway delivered endogenously when bright
beams from daylight strike the skin to trigger nutrient D amalgamation. A few

systems through which ideal Vitamin D can diminish danger of contaminations
incorporate initiating the qualities for cathelicidins and defensins that can bring
down viral replication rates.
Vitamin E
Vitamin E, a fat-dissolvable cancer prevention agent found in higher fixations in

safe cells than some other cells, is known to be viable in adjusting safe capacity.
This is especially because of its defensive impact against oxidation of
polyunsaturated unsaturated fats which are enhanced in films of safe cells, coming
about because of their high metabolic movement, making them inclined to
oxidative harm. Cells of the resistant framework (both the intrinsic and versatile
frameworks). Indeed, even minimal lack of zinc has been appeared to debilitate
development, initiation and development of lymphocytes, debilitate the intrinsic
host guard, lead to dysfunctioning of both humoral and cell mediated
insusceptibility, just as to disturb the intercellular correspondence through
cytokines.
Selenium
Selenium is needed in follow sums. The accessibility of selenium in our food is

reliant on the topography, selenium soil substance and soil pH . The natural
impacts of selenium are applied through its fuse into selenoproteins that are
engaged with the initiation, multiplication, and separation of cells that drive
inborn and versatile invulnerable reactions.
Iron
Numerous examinations have investigated the job of iron in invulnerability and

host weakness to contamination. Notwithstanding, the connection between iron
lack and vulnerability to disease stays complex, as iron is utilized both by the host
and microbes. On one hand, iron over-burden can weaken invulnerable capacity
and can support harming irritation and pathogenic development, just as causing
oxidative pressure that advances hurtful viral transformations, albeit a few host
resistant systems have produced for denying iron of a microorganism. Dietary
iron can be acquired both from plant and creature sources; notwithstanding, heme

iron has higher bioavailability than nonheme iron, and other dietary segments
have less impact on the bioavailability of heme than of nonheme iron. Plants
(nuts, beans, vegetable) and iron-strengthened nourishments contain nonheme
iron just, while meat, fish, and poultry contain heme iron.
Copper
Copper underpins regular executioner cell movement, advances T lymphocyte

reactions and the elements of neutrophil, monocyte and macrophage.
Summary and Conclusions
The pandemic by COVID-19 is live issue affecting people worldwide without

fundamental therapeutic intervention current management is to reduce the virus
spread and provide supportive care for disease patients. Understanding the
difference in pediatric and adult responses to this virus may help to direct immune
base therapeutics. The prescriber’s priority must be to provide best, effective and
pocket friendly treatment to the patients. Besides, hypertension is the most
prevalent comorbidity in diabetic patients followed by hyperlipidemia,
cardiovascular disease, obesity and kidney disease. The physician’s choice of
anti-diabetic drug depends upon various factors which include FBS level, HbA1C
level, insulin resistance, renal impairment and other patient related factors. . The
current pandemic has over stressed the healthcare system in taking care of the
more severe cases of individuals with COVID-19 honing the focus to urgent
clinical attention with an oversight on nutritional care. Further, to deal with this
crisis, a majority of the COVID-19 patients--confirmed or suspected--with mild
symptoms are managing their symptoms at home with frequent follow ups from
the health care team. The emerging literature suggests a detrimental effect of
malnutrition, suboptimal nutrient status and also the significance of nutrition in
plausibly influencing the outcomes of patients with COVID-19. The link between
the role of diet in combatting viral infections, including COVID-19, is suggested
in the existing evidence that diet. This is through several mechanisms like
activation of cells, modification in the production of signaling molecules thereby
decreasing the emergence of more pathogenic strains of viral diseases, and
functional gene expression. The importance of hydration, meal frequency and

consistency, incorporation of seasoning to improve palatability for plausible
management of the associated symptoms along with physical activity have also
been highlighted. Human clinical studies focusing on duration, dosage,
combination and forms of macro-and micro-nutrients in different populations are
required to elucidate the role of diet and nutrition in preventing or improving
clinical outcomes of COVID-19. We can't overlook that during this season of
emergency successful instructive practice is required for the limit working of
youthful personalities. Focal Government and State need to take a few measures
to guarantee the general advancement in the nation. Time never stand by, this
difficult stretch will likewise pass. Till then stay safe, stay at home.
Acknowledgement
We would like to express our sincerest condolences to the patients and families
who suffered from the COVID-19 outbreak. We also greatly appreciate the
healthcare personnel and staff members who worked together to overcome the
COVID-19 outbreak.
Funding
None.
Competing interests
None declared
Ethical approval
Not required
References
1. V. La, T. Pham, T.M. Ho, N.M. Hoàng, N.P.K. Linh, T. Vuong, Q. Vuong,
Policy response, social media and science journalism for the sustainability of
the public health system amid COVID-19 outbreak: The Vietnam lessons,
Sustainability 12 (2020) 2931 https://doi.org/10.3390/su12072931 .

2. https://www.joacp.org/article.asp?issn=0970-
9185;year=2020;volume=36;issue=5;spage=160;epage=165;aulast=Kaur.
3. https://www.peacehealth.org/medical-topics/id/zp3409.
4. https://testguide.labmed.uw.edu/public/view/NCVQLT.
6. https://www.nature.com/articles/s41598-020-68782-w.pdf?origin=ppub.
7. https://www.sciencedirect.com/science/article/pii/S0091674920307399.
8. https://www.deccanherald.com/national/did-this-book-predict-coronavirus-
outbreak-12-years-ago-813675.html.
9. https://www.aacc.org/cln/articles/2017/march/harmonized-normal-reference-
range-for-testosterone-in-men-established.
11. https://www.researchgate.net/publication/340661476_Review_Article_Therap
eutic_Preferences_for_Coronavirus_2_SARS-CoV-2_Patients.
12. https://www.researchsquare.com/article/rs-19507/v1.

40
COVID-19: Ingenerate Hospitality Trends
Dr. Varinder Singh Rana1, Ashish Raina2, Dr. Gaurav Bathla3
1
Dean-School of Hotel Management, Airlines and Tourism,
CT University, Ludhiana (Punjab).
2
Assistant Professor, Kanya Maha Vidyalaya, Jalandhar, India.
3
Associate Professor, School of Hotel Management,
Airlines and Tourism-CT University, Ludhiana (Punjab).
Almost the entire industry is facing an onslaught of new, unexpected trends due to
the same unexpected epidemic we are currently living in-and hospitality is not an
exception. Along with new COVID-19-related policies such as Coronacations and
Coronasafe, hotels, restaurants, and event venues have been making major
changes in their marketing focus, messaging, and offering to meet customers
wherever they are mentally and physically.
There are few Top COVID-19 Induced Hospitality Trends:
Serve Special Offers (Staycation)
Staycation is not a new term for hospitality but the definition has been changed
due to pandemic. Earlier, the staycation was defined as “a vacation where an
individual stays at home and participates in leisure activities within driving
distance of their house and does not require overnight accommodation.” But now
it has been reframed as vacation spent at your home country. It is the part of
domestic tourism, but it majorly involves road travel.
Hotels are adopting new strategies to encourage people to move out of their city
or province and spend a long weekend at a hotel. Few of the hotels are
implementing following strategies.
 Attractive Amenities
Spa-style toilets, expensive sheets, outdoor patios, roof pools-play anything that
creates memories of past holidays.
COVID-19: Ingenerate Hospitality Trends 478

 Focus on the need to change places
Most of us have been locked up in our homes for months and just the idea of
looking at different furniture sounds great. Different themes have been created to
create new memories.
 Health and safety habits: The recent rise in safety concerns, the use of
hygiene systems and technology has been implemented to keep hotel guests
safe.
1. Cleaning policies have been modified to micro cleaning rather than clinically
clean. As the guests are more inclined about safety, the hotels are setting up
places to make them feel comfortable and safe.
2. Increase your reception hours to 24/7 or provide wireless access (more on that
later…)
3. Flexibility for check-in and check-out times to embrace free travel plans
4. Mobile access, check, and service: The use of different apps has made an ease
to guests to utilize the contactless services.
5. Catching food: Instead of closing the services of restaurants and food outlets,
some interested and catchy food items may be prepared and guests can pick
up those food items from a sanitized and contactless place.
6. Reduced housing maintenance during long-term tenure: Many hotels reduce
their room cleaning services to 2x / week compared to daily long-term
visitors. While it may seem counterproductive to reduce cleaning, in fact
 Host Online Hotel Events
1. Hold a cooking or cocktail session with your senior chef or lead bartender.
2. Collaborate with local fitness experts to hold online exercise classes at your
gym or yoga gym near your roof tile or other space that reflects your hotel
space.
3. Spa on site: Hotels are taking initiatives to provide the services of SPA in
guest rooms instead of SPA sites.

Special Six Agendas for Future Hospitality
 Personalize and Tailor made services: Hotels have to offer products according
to individual requirements
 Focus on niche markets. Genuinely think about the value proposition of your
offer and not “simply branding and rebranding”.
 Exploit technology as an accelerator for business: future of hotels are based on
technology
 Social responsibility is necessity
 Develop more responsive and resilient business models
 Manage talents actively
COVID-19: Ingenerate Hospitality Trends 480

Hospitality and Tourism Industry Amid CO

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Hospitality and Tourism Industry Amid CO

Uploaded by

Copyright:

Available Formats

Hospitality and Tourism Industry

amid COVID-19 Pandemic

All rights reserved.

No part of this publication may be reproduced, transmitted, or stored in a retrieval system,

The moral right of the authors has been asserted.

We would like to welcome constructive suggestions for the further improvement

Professor (Dr.) Varinder Singh Rana

1. COVID-19: Impact and New Health & Hygiene Practices in

COVID-19 immerses the world in a matter of weeks, intimidating the

1 Hospitality and Tourism Industry amid COVID-19 Pandemic

Impact of COVID-19 in India

3 Hospitality and Tourism Industry amid COVID-19 Pandemic

Impact on Tourism Industry in India

Source: Performance outlook

5 Hospitality and Tourism Industry amid COVID-19 Pandemic

COVID-19 and Hospitality Sector

7 Hospitality and Tourism Industry amid COVID-19 Pandemic

The Hospitality industry in India contribute almost 10 % in India’s GDP (WEF,

COVID-19 and Aviation Sector

Impact on Event Management Sector

According to the Entertainment and Event Management Association (EEMA);

9 Hospitality and Tourism Industry amid COVID-19 Pandemic

Impact of COVID-19 on Hygiene and Cleanliness Practices in Indian

Healthcare Practices after COVID-19 in Hospitality Industry

11 Hospitality and Tourism Industry amid COVID-19 Pandemic

13 Hospitality and Tourism Industry amid COVID-19 Pandemic

Recommendations to food and beverage outlets

1. AlBattat A.R., MatSom A.P. Emergency planning and disaster recovery in

15 Hospitality and Tourism Industry amid COVID-19 Pandemic

17 Hospitality and Tourism Industry amid COVID-19 Pandemic

19 Hospitality and Tourism Industry amid COVID-19 Pandemic

COVID-19 Pandemic: Resurgence of Hospitality & Tourism Industry 20

Keywords: COVID-19, Tourism & Hospitality Industry, Education

According to World Health Organization (www.who.int); the prevailing condition

(NEWSHOUR, 2021) Sunrise industry is a term denoted to the Indian hospitality

21 Hospitality and Tourism Industry amid COVID-19 Pandemic

According to (Economic Times 2021) a 'V-shaped' recovery is estimated in the

COVID-19 Pandemic: Resurgence of Hospitality & Tourism Industry 22

The pandemic caused by COVID-19 is testing the global community worldwide

23 Hospitality and Tourism Industry amid COVID-19 Pandemic

COVID-19 Pandemic: Resurgence of Hospitality & Tourism Industry 24

Fernandes, N. (2020) reported that stern lockdowns led to a decline in utilization

25 Hospitality and Tourism Industry amid COVID-19 Pandemic

COVID-19 Pandemic: Resurgence of Hospitality & Tourism Industry 26

27 Hospitality and Tourism Industry amid COVID-19 Pandemic

COVID-19 Pandemic: Resurgence of Hospitality & Tourism Industry 28

The COVID-19 pandemic is considered as the most pivotal

29 Hospitality and Tourism Industry amid COVID-19 Pandemic

This chapter describes how COVID-19 has affected hospitality and

Keywords: COVID-19, Digitalization, Hospitality, Tourism

Nothing could have covered the COVID-19-stun however, current emergency is

COVID-19 Pandemic: The Digitalization in Hospitality and Tourism Industry 30

Digital inclusion in hospitality industry

In the field of hospitality, workplaces are changing culture of their work as a

31 Hospitality and Tourism Industry amid COVID-19 Pandemic

An important role of digitalization technology is to facilitate business transactions

Digital transformation (DT) in the Tourism and Hospitality Industry

 Improve digital revenue and website fullness

COVID-19 Pandemic: The Digitalization in Hospitality and Tourism Industry 32

Reducing Prices and Futuristic Practices in the Travel Industry

Hansen and Owen (1995) predicted that in future, advancements in technology

33 Hospitality and Tourism Industry amid COVID-19 Pandemic

Client-based clients are deployed to provide long-distance access to the

 Inbound and outbound contact with no contact person