Linchi Kwok, Ph.D.

COVID-19 has accelerated a few   foreseeable changes   that the service industry expected for the future. For example, more consumers want   delivery service   since the pandemic hit in March. Restaurants, hotels, airlines, retailers, and shopping malls have extended their current   contactless self-service   offerings through mobile apps, kiosks, facial recognition, and   palm recognition   technologies.     To embrace the growing demand for delivery and contactless self-service, many fast-food chains also introduced   new restaurant designs ,   featuring double- or triple-drive-thru lanes, conveyor belt delivery, and food lockers for pick-up orders. In Chipotle’s case, its new digital-only restaurant focuses on delivery and pick-up services solely with no dining rooms.     Machines are replacing humans in the workplace even before the pandemic   Machines and robots are capable of doing a wide range of service j...

The COVID-19 pandemic had made an unprecedented impact on the   global economy   in 2020. The good news is the long-waited COVID-19 vaccines will   soon become available . Let’s hope that the coronavirus will disappear soon as we enter the New Year.     Looking back before we look forward   At year-end 2019, I predicted a few   2020 trends   in hospitality, retail, and tourism businesses. For example, I recommended that we should pay special attention to the following areas:      A shifting focus on food delivery, sustainable food, and quick-casual restaurants. Using AI and facial recognition in service operations.   The threats from Google, Amazon, and Airbnb as a (potential, new) giant tourism enterprise in the market.   Investors’ growing interest in boutique retail stores and hotels. Customer loyalty issues as more travel companies adopted the dynamic pricing strategy even in their frequent traveler programs.   Sa...

It does not seem the coronavirus is leaving us soon, although we have seen good   progress in developing the vaccine . In recent weeks, many places reported   a surge of new infected COVID-19 cases . Some even resumed   lockdowns   and the mask-mandate order, forcing restaurants to   shut down indoor dining   services again.     As a short-term remedy, restaurants immediately shifted their offering to   curbside pickup and delivery  services. Meanwhile, restaurants are testing new concepts to embrace the   contactless self-service  trend for the future. Here are some examples,     Chipotle opened its first digital-only restaurant     The new prototype, known as the   Chipotle Digital Kitchen , debut in Highland Falls, NY, earlier this month. Different from the traditional Chipotle restaurant, the Chipotle Digital Kitchen features:     A lobby designated for pickup services through off-pre...

It is no surprise that people have stepped up to help friends, strangers, neighbors, and even colleagues during the pandemic. We can see this, especially in the hospitality industry. The American Hotel and Lodging Association (AHLA) represents the U.S. lodging industry, and they have been at the top of their game with response efforts.   AHLA launched a program called Hospitality for Hope . Hospitality for Hope caters to the essential healthcare workers by giving them a place to stay. Many of those who are traveling to help the different cities with COVID-19 cases are seeing a shortage of rooms.   By coordinating with the U.S. Department of Health and Human Services, state, local, and the federal government created a database of hotel properties near healthcare facilities and hospitals willing to open their rooms.   So far, 17,000+ hotels have participated in Hospitality for Hope. There have been 2.3 M room nights that were available on a discounted rate or ...

On September 18 th , 2018, California Governor Jerry Brown signed into law Assembly Bill (AB) 626 , which became effective in January of 2019. This law formally allowed cities and counties to legalize microenterprise home kitchen operations across the state of California. As of January 2020, only Riverside county had adopted AB 626, but the pressure is mounting for more counties, specifically Los Angeles and San Bernardino, to adopt it as well. CA Assembly Bill 626 CA Assembly Bill 626 passed with bipartisan support and allowed chefs and home cooks to start small operations out of their homes known as a microenterprise home kitchen operation, or MEHKO. These operations can choose delivery, take-out, or dine-in options . Cooks wanting to start a home kitchen must go through a permitting process, pass health inspections, and can only generate up to $50,000 in gross sales annually. Though gross sales are capped annually, being able to earn up to $50,000 annually with a roughly $1,0...