The prominence of human resources in the tourism industry is growing
Unlike other industries, in tourism, production and consumption of services occur simultaneously. That leaves little or no margin for error. Customers no longer give second chances
In a world where technology takes more prominence every day that passes and in which we give more and more decision-making to algorithms and artificial intelligence, it is not unreasonable to think that the need for human contact with machines will grow, or that even marketing will have to go from One2One to Human2Human. And it is that its importance is capital in a sector of people and for people such as tourism.
If in the sector we have been saying for years that selling beds had to happen to sell experiences, today we must start thinking that our clients will look for something more, we must focus on the emotions that connect with the most human part, fulfilling one of the main objectives of the tourist business: to make customers happy.
Without customers, there is no business and we do not only talk about who pays the bill, but also those who have the mission to make those customers happy, the essential "internal customers" or, as they have traditionally been called, human resources.
Today, companies need creativity, innovation, differentiation to survive the future and this can only be achieved with talented internal clients. Technology is not enough to differentiate itself from the competition, it is more, it is the easiest thing to copy. What it costs is to have internal clients motivated, happy, satisfied with what they do, which in the end will offer excellent service. And the most curious thing is that, the companies that do it, earn more money.
The H factor is also a protagonist of the needs, desires and ways of behaving, demanding and consuming Generation Z and the millennials and centennials.
All workers involved in the development of tourism activities, whether in a hotel, tourist accommodation, restaurant, leisure center, etc., as well as in any of its areas of responsibility from the highest representation in the direction of the front office simpler , they affect the clients' expectations with their commitment, and therefore they can damage the perception of the quality of their business.
Therefore, if we do not have adequate and accurate training we can jeopardize our results. Training can be costly in many cases, but the benefits obtained are so important that it should be considered an investment, since otherwise it becomes a serious problem of competitiveness.
To achieve the best results in the training plans, it is convenient to monitor the different areas of our company and observe the satisfaction index or complaint of our clients, to detect the skills that have to be improved.
The best advertising is what satisfied customers do
The changes of tendencies and tastes that are being detected, in a very short time, in the tourism forces us to observe constantly if we are responding to the expectations and desires of the clients.
The training that we used twenty years ago for clients with a stable idea of the holidays does not necessarily respond to the demands of the new dynamic, connected and digital clients that visit us, and this requires learning new and updated skills.
Betting on the training of company personnel
One of the main tasks of any company is the training of people who start working in our companies, who may already come with a more complete academic training, but without the necessary skills for the activity to be carried out.
An initial, precise and standardized training will prevent us from developing bad habits that are not coordinated with the philosophy of our company. That is why we are talking about much more than the usual orientation of work at the beginning of activities, we are talking about an authentic job training through constant training and in absolute synchrony with the development of the organization.
Investing in the adequate training of new employees by providing them with learning opportunities, we get their work activity to exceed the minimum required, and if we also provide adequate and appropriate training for their position, we are fostering the opportunity to discover talent potential for greater achievements within of the company.
This training produces a chain effect and thus the best trained transmit the best values of customer satisfaction to each new staff that enters and strengthens the quality perceived by the market.