Detailed Information on Publication Record

The Covid-19 pandemic caused several changes in business operations, and influenced several processes in the hospitality industry and other economic sectors. Previous research was mainly focused on analyzing previous pandemics and creating recovery plans and strategies. The majority do not consider the shift in customer behaviour and the need for better employee training, connected to this behaviour shift, or the loss of highly skilled employees. This study focuses on the topics and themes of communication between clients and the hotel front office after the application of national and international measures of local bodies. Purposive sampling and in-depth interviews with 59 front-office managers, HR managers, and operations managers in Prague were conducted, emphasising the scope of this article. The findings of the research show the shift in the themes of communication and their quantity, as the employees were primarily handling the cancellation requests, stay moves or reimbursements and information sharing via phone or email. Regarding the soft skills development and perception, 75% of the respondents stated that soft skills are an integral part of employment, only 12% strengthened the skills of the employees by proper training during the pandemic, and less than 40% are planning to develop these skills in the future, as their main obstacle towards that now is the lack of finance.