Purpose

This study aims to identify the innovative training programmes used by the hotel industry in India to support guests and employees during the Covid-19 pandemic. It also discusses the role of contemporary training programmes in boosting consumer confidence and enhancing their re-visit intentions.

Design/methodology/approach

The study centres on 28 virtual in-depth interviews (conducted via video conferencing applications) with hotel industry stakeholders in India based on two sets of semi-structured questionnaires. The study included hotel training managers, operations staff and some hotel guests. Interviewees were selected using a non-random purposive sampling method.

Findings

Results suggest that the implementation of new training programmes has significantly and positively influenced the re-visit intentions of guests. The study highlights the fact that the majority of guests prefer hotels that have stringent hygiene and sanitation protocols and where the hotel staff appeared to be more concerned about the safety of the guest during service delivery. Hotels were also found to be implementing various innovative programmes, especially Covid-19 awareness training and environmental management certificate training among other specialist programmes.

Originality/value

Prior research on pandemics (such as Middle-Eastern respiratory syndrome [MERS], severe acute respiratory syndrome [SARS], Spanish flu, etc.) has been undertaken and the role of training as a response, but there is little prior work on the role of these confidence-building training programmes in the Indian context and their influence on the re-visit intentions of guests after the Covid-19 pandemic.

中文翻译：

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在 Covid-19 大流行之后振兴印度酒店业：创新在培训中的作用

目的

本研究旨在确定印度酒店业在 Covid-19 大流行期间为客人和员工提供支持的创新培训计划。它还讨论了当代培训计划在增强消费者信心和增强他们的重访意愿方面的作用。

设计/方法/方法

该研究的中心是基于两套半结构化问卷对印度酒店业利益相关者进行的 28 次虚拟深度访谈（通过视频会议应用程序进行）。该研究包括酒店培训经理、运营人员和一些酒店客人。受访者是使用非随机目的抽样方法选择的。

发现

结果表明，新培训计划的实施对客人的重访意向产生了显着的积极影响。该研究强调了一个事实，即大多数客人更喜欢有严格卫生和卫生协议的酒店，而且酒店员工似乎更关心客人在提供服务时的安全。还发现酒店正在实施各种创新计划，尤其是 Covid-19 意识培训和环境管理证书培训以及其他专业计划。

原创性/价值

之前对流行病（如中东呼吸综合征 [MERS]、严重急性呼吸综合征 [SARS]、西班牙流感等）的研究已经开展，培训作为应对措施的作用已经展开，但之前很少有关于大流行病的研究这些建立信任的培训计划在印度背景下的作用及其对 Covid-19 大流行后客人重访意图的影响。