In conversation: Lance

38 / IN CONVERSATION catering concepts

fierce competitors are facing common challenges. is it time to collaborate?

Lance Hayward, MD at THP, will moderate a catering concepts session at WTCE Virtual’s Taste of Travel, with a focus firmly on profits

It has been a privilege to contribute to Onboard Hospitality’s excellent ‘Get Onboard Now!’ campaign looking at our ‘People, Planet and Profits’. These three strands are clearly inextricably linked, and successful organisations will need to address all three in their post-COVID strategies.

The debate has been set against the back-drop of a painful business environment. Our industry has been forced to pause, re-think and re-set itself. Most organisations have been faced with a devastating downturn in volumes and revenue, and have been focused on survival and cost cutting.

Keeping people motivated through the process has been one of the biggest challenges but those remaining can see the customer experience and expectations have shifted.

Technology has been embraced for communication and retailing, and most people now expect ease of transaction and almost instant fulfilment as part of normal life. Business process and norms have also changed. Organisations have discovered they can function without the daily commute and maintain relationships, in the most part, remotely.

Join the debate

This new environment will impact future catering concepts and some interesting themes are emerging. Just how much have passenger expectations changed? Will the renewed impetus to pre-order solutions mirror the smooth experience at home? And what about the role of Intelligent Automation (IA) in buy-onboard programmes, and back offices too. WTCE's Taste of Travel programme will open debate on the potential for increased collaboration between airport, airline and service providers as we provide joined-up passenger experiences. Can we also identify and exploit new opportunities retail? And of course the consciousness around environmental sustainability must also be reflected in the onboard offer.

Previously fierce competitors are facing common challenges as they ramp back up while also facing a chronic shortage of driver/loaders due to the demand for home deliveries. It will be interesting to identify opportunities for increased cooperation. Do join us, it promises to be an engaging debate!

The Hayward Partnership (THP) is committed to supporting the industry it loves get back on its feet. #positiveimpact. •