Post on 20-Jan-2016
transcript
BUSINESS SOLUTIONS: ANY GAINS FOR MENTAL HEALTH?
THE TOURISM INDUSTRY PERSPECTIVEGEORGE MICALLEF
TOURISM DEVELOPMENT CONSULTANT
Tuesday 10th June 2014
Tourism has undergone a radical change worldwide
Malta is no exception!
The global economic restructuring, financial
constraints, stiffer competition, continuous
emerging destinations, seasonality, product
improvement, cutting edge technology, a more
experienced traveller with higher expectations;
and increasing environmental awareness,
are changing the profile of our tourism.
This will also impact the skills supply in tourism.
We need to be prepared to face up to these challenges!
Facing Tourism Challenges
The tourism product is defined as:
“An amalgamation of different goods and services offered as an activity and experience to a tourist.”
This implies the need for a comprehensive positive influence on the entire aspects of the visitors stay. Essentially this means that the tourism product offer, represents a range of “tangible” and “intangible” elements from which our customers aim to derive satisfaction and enjoyment.
This process entails the provision of services to a diverse & multi cultural customer base and the application of a high degree of ethics.
Tourism Product OfferThe total visitor’s experience
Success Factors Success could be our own worst enemy
We need to ensure:
No room for Complacency
Preparedness for eventual negative cycles
Higher visitor expectations – higher product delivery
Value for money - but remaining competitive
Markets diversification
Provision of Quality and standards
Yield – improved profitability to support sustainability of operators in the industry
Consistent Product development
Watching islands’ sustainability - through carrying capacity
Adapt to different needs
Remain - accessible – affordable – convenient
(within the destination and accommodation offer)
Remain environmentally conscious
Provide a hassle free experience
Remain abreast with technological development & influence of social
media
Provide new and innovative products - not recycled ones
Meeting the needs of a new breed of Travellers
We need to:
In the planning process it is important to look ahead and adapt to changes in customer preferences and travel behavior
We have to take into account evolving motivational travel patterns….. visitors nowadays look more for the experience when choosing a destination
Take nothing for granted…. extensive surveys across Europe established what is important for customers: Sleeping comfort - quality of pillows, mattresses and linen. Bathroom facilities and high level of sanitation.
We need to remain adjourned with developments of future trends, as these can serve the purpose of sound planning…..
Looking Ahead
Ageing population -Will increase demand for quality, convenience, security, easy transportation and for more relaxing entertainment facilities products.
Health - Health-consciousness will increase demand for ‘wellness’ products including spas and fitness centers.
Awareness & Education - Education level is rising, so will holidaymaking where arts, culture and history are prominent. Same applies to educational and spiritual holidaymaking.
Safety & Security - Tourists will avoid destinations that are perceived as unsafe.
Leisure Time - Increasing daily life pressures will stimulate the wish for more leisure time and relaxation.
Travel Experience – Consumers are increasingly becoming self-assured about their needs and rights and more critical to quality and to the price-quality ratio
Lifestyles - Lifestyles are changing and this will have an effect on travel patterns & behaviour.
Future TrendsWe need to adapt
The development of the human resources within the hospitality industry is increasingly becoming a challenge
A high injection of training in technical & soft skills to improve the service & hospitality aspect. This also applies for sectors linked with tourism such as transport, retail, etc…
Continuous Professional Development for persons already working in the tourism sector lacking a formal qualifications.
Regular refresher & innovative training sessions to improve & update one’s knowledge, skills & competencies.
Language barriers between employees in the industry & visitors need to be addressed.
More awareness of our history & culture by people working in the industry.
A continuous update of industry needs, gaps & skills supply is required to meet the changing needs of the industry – this essential for forward planning.
Human Resources Challenges
We need:
Tourism product development is a key element for tourism growth
Riding the product cycle
Products age over time and so do people's lifestyles and taste because of higher standards of living, economic and social pressures.
As a result, we need to constantly update and adopt our product offerings to suit our customers' changing trends and needs.
Malta attracts tourists from some of the most advanced countries and we therefore need to adjust our offer to their expectations if satisfaction and subsequent repeat business is to be sustained.
The development process involves a series of steps………
Facing Tourism Product Challenges
We must always listen to what our visitors are saying
Malta surveys over the years indicate a very clear trend of a
high level of satisfaction of 93%. Despite this high satisfaction
we cannot ignore the signs on areas that need addressing.
We need to work in synergy
Successful development depends on buy-in of all stakeholders
Support of other Ministries and government agencies is key
Establish KPIs – set and measure targets
Regular meetings with all stakeholders to adjourn on developments are necessary
We need to remain proactive to stay on top!
Staying on Top at All Times
Thank you for your attention.........