As we all know Tourism here in Australia and globally is a highly competitive industry, with countless destinations and experiences to choose from. Whether that’s for a customer choosing or staff when looking for a place of employment.
As a tourism operator, it’s important to provide a unique and memorable experience that sets you apart from the competition.
For both customers and staff.
Because you want the best staff to provide the most memorable Tourism experience. Likewise, the most memorable tourism experiences are because the staff make it.
Think back to some of your own best travel and tourism experiences.
Yes, the sunset, the sights, and the sounds were possibly incredible, however, so do you also remember the people?
The host, the guide, the driver, the waitress, etc.
And the people (guests/ passengers/ other customers) you met on tour as well. Maybe a random conversation in a lift, on the bus, boat, or by the pool!
Here are some tips, techniques, and ideas to help you focus on creating a REALLY special tourism experience that not only impresses your customers, it also attracts prospective employees who share your values and vision.
SUSTAINABILITY
Focus on sustainability and the environment: This absolutely has to be a given, not a maybe. In today’s world, many customers are looking for eco-friendly and sustainable tourism experiences. Showcasing your efforts to reduce your carbon footprint, support local communities, and protect the environment can make your business stand out. And do what you say you’ll do (not just put signs up or mention it on a website) Please walk the talk.
PERSONALISATION
Offer personalised experiences: Personalisation is key to creating a memorable tourism experience. Take the time to get to know your customers and understand their interests and preferences. This might be via email, phone, or WhatsApp prior to their arrival. This will allow you to tailor your services to meet their specific needs and desires. Never assume. Mind read and offer a variety of options that may hit the spot. However, it’s more beneficial to put effort into that one-to-one contact to personalise in advance.
CUSTOMER SERVICE
Provide exceptional customer service: Exceptional customer service is a DEALBREAKER in the tourism industry. Make sure your staff are well-trained, friendly, and knowledgeable about your destination and services. Not just your own (make sure they know the region too) Train new staff and invest in the development of your long termers. If you go the extra mile for your staff, they’ll go the extra mile to ensure your customers have a memorable and enjoyable experience too. Like does create a like mentality.
FUN ATMOSPHERE
Create a fun and engaging atmosphere: A fun and engaging atmosphere will make your tourism experience stand out. No one wants to be somewhere or around sour faces, no smiles, bored-looking staff, or have a boring experience. Customers understand busy and stressed, however, no matter what is going on behind the scenes, please teach your staff how to manage their stress and be able to maintain their smile and manners even when it’s difficult and hard work. Then also look to consider what activities keep staff and customers alike entertained and engaged. Are you rotating rosters? Can staff do families? What are unique activities, entertainment, or events that allow your customers and staff alike to have a good time and make lasting memories of their travel or work environment.
POSITIVE WORK ENVIRONMENT
Foster a positive work environment: A positive work environment will attract top talent and help retain employees. Staff talks. Word gets around. Always the good, the bad, and the ugly. Consider offering benefits, and flexible schedules, celebrating wins, and successes, and debriefing on the learnings from mistakes and errors in a productive and positive way that provides a supportive work culture that promotes growth and development.
So in conclusion, creating a special tourism experience requires a combination of factors, including sustainability, personalisation, exceptional customer service, a fun and engaging atmosphere, and a positive work environment. By focusing on these areas, tourism operators can create a unique and memorable experience that attracts both customers and employees who share their values and vision.
Of these 5 which jumps out at you most?
Which do you want to work on?
Where do you believe opportunities lie for you, the team, and the business?
Gen
P.S Whenever you’re ready… here are 4 ways I can help you develop and work on your business leadership capabilities:
- Grab a free copy of Smash Indecision and Overwhelm, 4 Steps for Better Business Leadership E-book
It’s the road map to overcoming doubt and indecision, how to deal with “overwhelm” to improve your business leadership capabilities. —Click Here
- Join the Tourism Business Leader’s Facebook group and connect with like-minded leaders focused on building highly effective teams
It’s our Facebook community where smart leaders get to learn more about creativity, leadership and performance for tourism business success. —Click Here
- Join our Tourism Pro-Team Program
Helping tourism business leaders develop their skills to improve engagement, accountability and performance of the team. If you’d like to work with me so you can stop being reactive, have the difficult conversations and drive performance to get the results you want and know the business need then…message PRO to me here and I’ll get you all the details.
- Let’s get the Whole Team Together
Would you like a different perspective and someone else at the front of the room or on zoom/teams to lead regular and consistent team building, accountability, and engaging learning experiences, that drive results and outcomes for individuals, teams, and the business? If you feel a little challenged with everything going on, maybe sounding like a cracked recorded saying things repeatedly, or actually not 100% how to motivate and inspire the team, given the current nature of business, it may be useful for us to chat. Message TEAM to me here… and tell me a little about the business, your team, and what you’d like to work on together.
