I. INTRODUCTION

The Indian tourism and hospitality industry are interlinked to each other they worked side by side. India is a country which gives you experiences of multiculture with rich heritage. People travel to india to enjoy this myriad attractions and hospitality enhances the experiences of the travellers. Where people served the rich culture of the india to the travellers

II. OBJECTIVES

• Analyses of the service recovery on any incidentals.

III. LITERATURE REVIEW

• After going through this research from Worsfold, K., Fisher, R., McPhail, R., Francis, M., & Thomas, A. (2016), I got know that According to the Worsfold the job satisfaction is directly proportionate to the guest satisfaction and how we can deal with that situation. If employees are satisfied of an department then and only productivity can be increased.

• In this research Kim, T. G., Lee, J. H., & Law, R. (2008), we got know that how IT department is so helpful to get an extraction of all feedbacks and how IT helps to capture the guest feedbacks. According to the Kim IT connects the every department with each other so we can easily transfer the information through system softwares.

• From this review of Foo, L. P., Chin, M. Y., Tan, K. L., & Phuah, K. T. (2021), we got know that how different sector got affected by the COVID-19 and how they deal with that to survive in the market. Post covid situations are different as compared to pre-covid in this they differentiate both the situation and tells us how hospitality sector got affected and what all measures they takes to overcome and now hospitality industry is again starting contributing good amount of GDP.

IV. METHODOLOGY

This Paper is based upon the both qualitative and quantitative methods of research, the sample papers and the other information which was gathered through the medium of online media that in the google forms.

For this paper I have personally taken reviews from more than 50 people. I have also met people personally to gather information for the same. The people whom I have taken my reviews from were in age category of 18-50 years that included the permanent employees as well as the trainees that were present in the hotel Radisson Blu Kaushambi, Ghaziabad. Based on my survey some bar charts and some pie charts have been generated after conducting the survey. The information that I gathered through the medium sources of my research are almost the accurate and have been checked by the hotel experts and some other people working in the same industry.

Also, apart from primary data I have done the literature reviews from published research papers, published journals, book chapters along with few articals from magazines, google search and some power point presentations available for reading on digital media as secondary data collection.

V. GRAPHICAL PRESENTATION

Research analysis data and the screenshots of the responses collected¹

a) Covid-19 protocols are becoming an issue

In your opinion, are the new Covid-19 protocols becoming an issue in providing an upscaling in guest experience as compared to pre-Covid situations?

b) Traning of Staff

This Pie Chart clearly states that most of the people agree that training is required for the staff on the new norms but if you look at different side there are people who thinks that training is not required staff can still Runs the operation smoothly

4. Are salary plays an important part in an overall behaviour of the staff?

c) Long Working Hour for Staff

As we all know that Hospitality Industry is 24 hour Operational industry Which Led the staff to work as per the requirement of the operation so sometimes the working hours got extend which affects the courtesy nature of staff

Is continuous long working hours affecting the staff's courtesy nature? 60 responses

• Strongly Agree - Agree - Neutral - Disagree - Strongly Disagree

d) Salary of an employee

According to the report we got to know that somehow Salary Plays An Important Role In the

Behaviour OF the Staff Sometimes They Feel demotivate when they working more as per the requirement of the operation

Does the front office staff need to be trained according to new trends and techniques to provide the best customer service? 60 responses

e) Covid-19 Protocols Affecting the guest Satisfaction Wearing a mask is the biggest concern these days, without a mask a person should not be going out of his house. I have researched on this and the results came to be good, rest I have presented this in the form of pie chart In your opinion, are the use of Covid-19 protocols affecting the overall satisfaction of guests positively? 60 responses

• Strongly Agree - Agree - Neutral - Disagree - Strongly Disagree

f) Front office staff rating

We asked people as per your experience please rate the front office staff service as per the hotel standrards we got some amazing results but the improvement is always needed no one can be perfect in this world

How would you rate the front office staff service according to hotel standards? 60 responses

VI. CONCLUSION

After Conducting this research we got know what actually staff needs and where the management is lacking. This research is important because Radisson Blu Kaushambi is not doing well since after this pandemic Breakdown so we need a ground report from staff as well as from guest so we can actually find out that where we are lacking what we need to update in our system. No one asked about the employee how they are working how they are managing themselves in this situation

After Pandemic hospitality industry faces lot of challenges but still they managed to survive in this pandemic and adopted some new plans to overcome this situation. There are lot of new trends and technology which was implanted after this post covid and employees learn lot of new things in this pandemic.

Some of the examples of new trends are contactless checkins and checkouts and chat bots for FAQ's etc.

Hospitality industry is still reviving himself from this outbreaks and getting back on track. This outbreak helps lot of people to learn lot of things and we are hoping that hospitality industry will get evolved with lots of strength, new trends and technology.