Nine Keys to Transformation in Hospitality and Tourism

In search of a more human and authentic experience.

After a global crisis like the one we all experienced, each of us has been transformed to a greater or lesser extent. At times, we feel the desire to reinvent ourselves — and at times, frustration as well.

I believe that all of us have encountered both the need and the opportunity to change. Everything invited introspection. What happened to us also happened to the guest, who now seeks renewed services because they themselves have changed — just as those of us who provide hospitality services have changed too.

It is therefore inevitable that we must rethink the way we do things. We need to review not only our internal policies and procedures, but also our content and the way we will offer service in this new era.

Ten keys that are here to stay in the new era of Tourism:

1. Revisiting the organization’s values and purpose, and communicating them across different communication platforms while adapting the message to each audience.

2. Focusing on people — especially employees — in order to rethink ways of working.

3. Focusing on a more human service experience, recognizing that guests have changed and expect our service to have evolved as well.

4. Incorporating services and/or products from local communities, offering experiences that are more connected to the surrounding environment.

5. Serving food that is more real, local, and healthy.

6. Creating menus for everyone, including options for different dietary needs: gluten-free, diabetic-friendly, dairy-free, and vegan choices are no longer optional — they are essential.

7. Designing new experiences that invite guests to collaborate through activities such as waste collection, sponsoring a tree, or supporting an animal. Experiences that transform travel into both a personal transformation and a positive contribution to the destination, ensuring a smaller footprint and less pollution.

8. Creating experiences that truly integrate with local communities, allowing travelers to learn from ancestral wisdom and other cultures.

9. Offering experiences connected to wellness, healthy habits, and self-connection. Implementing technology that facilitates service while still preserving personalized attention.

   
   

To successfully sustain these changes, supporting the staff of each organization will be essential. Accompanying them through this new stage with coaching, training, and new professional and personal development tools will be key.

This new context will require tourism to become more conscious. Travelers will want to explore the world while adding value and caring for the planet. I believe that every hotel, every destination, and every person within this industry is responsible for offering a renewed, more human, and more sustainable experience.Luego de una crisis mundial como la que vivimos a todos en mayor o menor medida nos ha transformado. Por momentos sentimos ganas de reinventarnos y también de enojarnos.

Creo que todos nos encontramos con la necesidad y/ó la oportunidad de cambiar. Y todo invitó a la introspección. Esto que nos pasó, también le pasó al huésped que ahora busca servicios renovados, por ellos cambiaron como cambiamos los que ofrecemos servicios de hospitalidad.

Es inevitable entonces, tener que re-pensar el modo en la que hacemos las cosas. Y revisar tanto las políticas internas, los procedimientos como nuestro contenido y la forma en la que vamos a ofrecer el servicio en esta nueva era.