Front-line ambassadors: a valuable resource
The tourism industry is one sector in which the human element is absolutely vital to delivering the promised brand “experience” the customer expects. This is particularly true in the hotel industry....
View ArticleDemographics and the workplace
In tourism, segmentation does not apply solely to customers; employees also have differing needs. In an evolving work world populated by baby boomers, Generation X and others, the term...
View ArticleMobilize your staff to surpass customer expectations!
In today’s very competitive marketplace, many tourism-based organizations would like to differentiate themselves by trying to provide service that surpasses customer expectations. If they are to...
View ArticleRecruiting tourism workers: The time is now!
The declining number of available workers in the labour force is becoming even more of a concern because tourism is not the only economic sector facing a labour shortage. This creates fierce...
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Clients and employees: Treat them the same!
Though managers move heaven and earth to create a memorable experience for their customers and encourage brand loyalty, what do they do for their employees? As a matter of fact, they should be doing...
View ArticlePutting HR and tourism in context
Understanding the environment in which tourism is evolving will help us understand the challenges facing human resources, for owners, managers and employees. However, when human resources issues...
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Seasons change… and so do employees
With the deplorably high employee turnover rate in the tourism industry, it is time to reflect on current practices. What is the turnover rate of your staff? What are the causes? How much does this...
View Article“Employers of choice” or the art of attracting and retaining employees...
Roles are being reversed in today’s working world. Now that the pool of available workers is shrinking and managers are plagued by fierce competition from other economic sectors, it is no longer...
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Want to be cutting‑edge? Try online recruiting!
A powerful combination of human resources, brand image, Web 2.0 and technology, Recruiting 2.0 will turn you into a top-notch recruiter! Find out more about this phenomenon and learn how to take...
View ArticleThe challenge of staff scheduling
In the travel industry, the most challenging aspect of staff planning is adjusting the number of available workers to meet tourism demand, which fluctuates widely, depending on the time of year....
View ArticleWhat’s to be done with your VIC?
The existence of the internet and the increased number of information tools available at destinations mean fewer queries are being addressed to VICs (visitor information centres) and tourist...
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