You have been promoted to an Area General Manager of Winding Tree Hotels in the UK. As one of your first tasks, your Vice President Operations has requested a report from you that outlines the main post-covid19 future trends - especially those focused and relevant to the hospitality/hotel industry, so that the company's BOD (board of directors) can decide if they need to adapt any future strategies. Furthermore, your Vice President has asked you also to provide guidance (key ideas) on how to establish a quality management process/program for the company (nothing has ever been done in this direction before).