Investing in extra training will not only engage staff, but it will also prepare them for the changing landscape of travel, according to new research.
GlobalData has revealed half of the world’s travellers want to know what initiatives a brand has adopted during the COVID-19 pandemic, and 34 per cent want to know about the brand’s sustainability initiatives.
During this period of uncertainty, it will be more important than ever for the operators to understand travellers needs. According to GlobalData, investing in staff can offer that additional service that makes a company stand out.
“As all operators now prepare for the ‘new normal’, strategic evaluation is critical to service for the future travel space,” Johanna Bonhill-Smith, travel and tourism analyst at GlobalData said.
“Competition will be even more intense in a post-COVID-19 world. Therefore, service quality and staff commitment are key areas that need to be polished for the operators to successfully service the future travel demand.
“Customers wish to know how flexible a booking policy is, how safe and hygienic destinations are and the actions a company has taken to combat the impacts of COVID-19.
“Hence, this is the prime time for the operators to invest in training initiatives to help staff better serve the future traveller.”
Bonhill-Smith said staff adjustment has been one of the primary actions taken by travel agents and operators during the pandemic.
“This has taken the course of reduced working hours, pay and furlough of workers, and in some cases, redundancies,” she said.
“Operators are still understandably dealing with mass cancellation requests as the extension of suspended holiday programs continues. Nonetheless, employees that are furloughed cannot take part in any action that may contribute to operational revenue – including dealing with queries.
“Training initiatives are still permitted and those that invest in the future workforce may find employees are better prepared for the new normal that lies ahead.”
If you’re keen to jump on the webinar bandwagon but not sure how to go about it, Destination Webinars founder Charlie Trevena has some great tips HERE.
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