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Hospitality in Covid-19: Main Takeaways

Written by: Hasbi Ong - DM Intern

Reading time: 3 minutes

· Hospitality Bali,reopening,Covid-19

Across the globe, businesses have been affected by the Covid-19 pandemic – and amongst the hardest hit is the hospitality sector. Months since the first outbreak, there have been no indications of the pandemic getting quelled. Hospitality in the post-pandemic period is likely to see structural changes. Many of which are already in effect today.


From an industry update, to hygiene, care and safety, this article will examine the main takeaways BukitVista experienced operating in the pandemic.


Industry Update: Current situation of Bali’s tourism industry:


Indonesia. On 26 June 2020, the Ministry Of Health (MOH) released a circular comprising regulations for domestic travel at airports and seaports. This influenced local demand for hospitality. Domestic tourism was further affected by the release of decree HK.01.07/Menkes/382/2020, wherein comprehensive guidelines concerning health protocols were released.


Authorities in Bali have released Circular No. 3355/2020. This circular lay out the measures the state will enforce in fully re-opening its tourism and hospitality industry. The intention of these measures is to ensure public health and safety. It covers almost all areas of life on the island. Measures such as the mandatory wearing of face masks and social distancing are already in place.

Following a three-month lock-down, Bali reopened with Phase 1 (of 3) on Thursday 9 July 2020 where more business activities are allowed. According to Bali Governor Wayan Koster, the reason for the tripartite reopening is:

“Aktivitas ini harus dilakukan secara bertahap, selektif, dan terbatas dengan melaksanakan protokol tatanan kehidupan era baru untuk masyarakat produktif dan aman covid-19”


Translated:These activities must be carried out in stages, selectively, and in a limited manner by implementing a new era life order protocol for productive and safe communities during covid-19

Nonetheless, tourism in Bali is still restricted across the board. Domestic tourism is permitted to resume from July 31st, 2020, and international tourism from September 11th, 2020.

Hospitality industry’s road to recovery:

The effect of the global pandemic on the hospitality industry is unprecedented. Many businesses are struggling to survive, much less strive. However, this period of decline might also be a good opportunity for companies to review their business models and make any necessary changes.

Optimising the guest experience is something BukitVista is deeply invested in. We align all of our work with our vision “to become the world's most innovative hospitality company, delivering the best travel experiences to our guests, partners and employees through the innovative progression of technology and hospitality”.

Moving forward, we are emphasising innovation and technology as a service. This is something we have begun implementing in our customer relationship management (BIGRR), virtual check-ins and COVID-safe Cleanliness Standard (CSC) Programs.

1. Hygiene, care and safety.

Personal and public hygiene is our first line of defence in ensuring the safety of both staff and guests. This is something we emphasise on in BukitVista. We have taken measures to ensure that our properties are held to a high standard of cleanliness.

Since the Covid-19 outbreak in Indonesia in early March 2020, we have implemented the programme: “COVID-safe Cleanliness Standard (CSC) Program”. This program aims to promote a culture of comprehensiveness and thoroughness in hygiene standards for our villas and vistas (residents with a high and beautiful vantage). Some points we stress on are:

  • Sanitizing contact points using disinfection chemicals referred by LIPI (Lembaga Ilmu Pengetahuan Indonesia).
  • Creating ‘check-lists’, allowing guests to easily hold us accountable to high hygiene standards.
  • Training to ensure our staff is kept up to date.

Click here to find out more about our ongoing efforts to maintain the highest level of hygiene, care and safety.

2. Technology and communication.

The pandemic has made it a challenge to conduct in-person viewings of property. We understand that this might be a concern for our guests and partners. At BukitVista, we strive to align our

work with our core values, such as “Help Others First”, “Be Transparent”, and “Details Matter”.

We believe that open and direct communication is beneficial for all parties. To compensate for the challenges of conducting in-person viewings, we have rolled out virtual 360 tours of our properties. Virtual tours have several advantages over an in-person viewing. These include:

  • Convenience 
  • Minimise contact between staff and visitor 
  • Time savings
  • Matching expectations 


Structural changes within the hospitality industry is inevitable. On a national level, we are witness to multiple policy implementations that protect the nation’s interests. However, there can be no room for complacency. This is especially so for industries that are significantly impacted by such changes (such as the hospitality industry). At BukitVista, we remain optimistic in the industry’s road to recovery. If you are looking for a potential partnership or consultation, feel free to click here for a chat.

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