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

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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

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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

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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

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705 May 2016

Destinations around the world increase investment in tourism & destination education

Source: Womendream, 2012; Flipit, 2016; Visit Dubai, 2016

PwC

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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