32economistasmadeira.org/.../xcat_painel_ii_nicolas_mayer.pdf · 2016. 5. 10. · source:...
TRANSCRIPT
06/05/2016
X Conferência Anual do Turismo - OE 1
www.pwc.ch/tourism
6 May 2016
Investing in human talent in the tourism industry
Nicolas Mayer – Partner & Industry LeaderPwC Lodging & Tourism Clients Group
PwC
32
205 May 2016
My background
Nicolas Mayer Partner & Industry Leader
PwC Lodging & Tourism Clients Group
• Specialized in tourism and hospitality consulting
• Based in Zurich, Switzerland• Active worldwide
06/05/2016
X Conferência Anual do Turismo - OE 2
PwC
32
305 May 2016
Megatrends impact our investment in human capital
Shift in economic power
Technological breakthroughs
Rapid urbanization Shift to limited tourism
Sustainability, climate change & resource scarcity
Demographic & social change
PwC
32
405 May 2016
“Experience based Tourism” leads to disintermediation of guest-employee contact…
1990
2016
Awareness
Planning Booking
Arrival
StayDeparture
Post-stay
Source: Tripadvisor, 2016; Instagramm, 2016; Twitter, 2016; Facebook, 2016
UBER
06/05/2016
X Conferência Anual do Turismo - OE 3
PwC
32
505 May 2016
Performance of talent directly impacts the reputation of the destination…
Source: Tripadvisor, 2016
Cleanliness
RoomLocation
F&B
Service Value
“I am IN LOVE with this city”
“Not what we expected”
“Disappointment: Well what can I say, I have done many free walking tours all over Europe and this has to be the worse I have
done, so much so I left the tour early”.
“Lovely staff, great hotel: Great and dedicated staff! Really lovely people working there; very pleasant, cheerful and extremely helpful. Next time I am in Lisbon, I will certainly stay here again. And meanwhile will certainly recommend it to friends who want to visit Lisbon”.
PwC
32
605 May 2016
Transitioning from skills based training to service orientation based training impacts profitability…
Tourism employees have a big influence on tourists due to their ability to …
… accommodate cultural differences… manage complaints
… upsell & cross-sell products & services of the destination
… promote the destination with a personal touch
… influence & individualize the customer’s experience
… turn customers to loyal customers
… influence the image of the destination especially through social media
Ultimately, all tourism employees should be destination ambassadors.
06/05/2016
X Conferência Anual do Turismo - OE 4
PwC
32
705 May 2016
Destinations around the world increase investment in tourism & destination education
Source: Womendream, 2012; Flipit, 2016; Visit Dubai, 2016
PwC
32
805 May 2016
Takeaways: Invest in…
It is not all about high salaries, however, adequate compensation is an important aspect.
compensation
Investments in staff is crucial - not only in hotels but in the whole destination.
service training
Invest in training delivery models which are realistically accessible to many people and not only a few.
modern training methods
Invest in specific leadership skills rather than just in technical and operational skills.
leadership skills
06/05/2016
X Conferência Anual do Turismo - OE 5
PwC 905 May 2016
Thank youPwC