Tourism: What’s the Point? Why Should These Graduates Work for You?

Source – Anna Pollock

I’ve recently been given a deliciously interesting assignment:  - answer, in one page, “what is the cause of tourism?”

Perhaps the questioner has read Simon Sinek’s great book Start with Why? which can be summarised in one ket phrase: People don’t buy what you do, they buy why you do it.

Perhaps the questioner is a conscious capitalist in the making and understands the power of having a Higher Purpose.

Regardless of the motivation underpinning the assignment, I’m pleased and excited that someone has been thoughtful enough to ask.

Having just spent the past two days in the company of some of British Columbia’s brightest and best tourism students, I am fully aware of just how important it is that we have an meaningful answer. This bright, connected, plugged in generation deserves and expects to be fulfilled and inspired when it goes to work.

I could, of course, trot out all the normal but often empty sounding benefits of tourism put forth as a justification for its existence – the creation of jobs, the preservation of cultures, tourism as a force for peace, tourism as the most effective method of transferring wealth from rich to poor etc.. etc. but I won’t. I won’t because the tourism establishment has failed to identify and measure the costs associated with these outcomes and therefore might just be deluding itself.

I would, however, like to test out a three  concepts with my readers and hear your views.

1. Tourism as “wholesome”  healing agent. The deeper cause or purpose of travel and hospitality is to heal, or to make whole, or to enliven. It’s no coincidence that the words hospice, hospital and hospitality have the same etymological root – i.e., to make whole. The word recreation is virtually synonymous with the concept of rejuvenation meaning to recreate some sense of balance and order that had disappeared. The word holiday comes from “holy day” and the notion that, if balance was to be restored in the human psyche, there needed to be a day (the Sabbath or Sunday) or days (festivals) when the spiritual aspect of one’s being was honoured and nurtured. Even the word vacation, which comes from the Latin verb vacare – to empty – suggests the need to empty oneself to make room for fresh ideas. And isn’t this what most operators know is their role in life – especially those operating a resort or boutique hotel or B & B within driving distance of a bustling metropolis? Their guests arrive late on a Friday, stressed from the demands of their working week in the “rat race,” exhausted by the struggle to fight through the traffic to reach their “get away escape”. The hosts’ task is to restore mood and body and ready the guest for another round of relentless production and consumption after they have left!

But it could be bigger than this. Tourism could (and often does) become an agent for change in a community stimulating and encouraging the renewal and revitalisation of its landscapes, infrastructure, amenities, culture and environment. There are, of course, countless tales of places being transformed by the vision and efforts of one or two individuals. The European EDEN project is an excellent example replete with case studies of regeneration. The potential for Conscious Hosts and Conscious Travellers to become positive community change activists knows no limits.

2. Tourism as Human Connecting Agent. Tourism’s second purpose is to connect people with each other and with places – preferably people and places whose perspective is different from that of the visitor. Conscious travellers are those most keen to have authentic experiences that reveal the unique sense of place as interpreted by locals.

Digital technology is now enabling us to “meet” and make friends of hundreds of people in an instant and this only accentuates our desire for there to be a human interaction that involves all the senses. I once learned that, when two people are talking, their cells start to dance and become entrained such that 80% of what’s being communicated is going on at the cellular level and goes unnoticed by the participants – unless, of course, romance is involved! It’s hardly surprising in this context that e-mails can cause so many communications breakdowns. The purpose of real live connections and the joy of “breaking bread” with another (sharing a meal; visiting a home; participating in an activity) with someone from a completely different culture is that it reminds us that our perspective/paradigm/mindset is just one of many.

At a time when, according to ethno-botanist, Wade Davies we are losing one foreign language every fortnight, the maintenance of cultural diversity has never been so important. An earlier DestiCorp post called On Homecoming and Wayfinding – re-thinking sustainable tourism introduces the critical thinking of this British Columbian adventurer, explorer and ethno-botanist.

Simon Milne from NZTRI talked yesterday at the BC Tourism Industry Conference (#TIC2011) how all the residents of rural communities in Southeast New Zealand were being encouraged to interact with guests through podcasts, personal tours and story telling. In other words, the art of connection and engagement was being taken to a whole new level and, by slowing down the tourist, yield rose as a by-product.

3. Tourism that Inspires Wonder & Awe: I’ve left what I think is the real, most ennobling, most important, most inspiring cause of travel to last and that is to re-kindle a sense of wonder and awe at the mystery of the universe and the miracle of evolution. The biggest tragedy associated with the application of an industrial model and mindset to tourism has been the objectification of guests who have become wallets; of unique places that have become points on a checklist that need to be “done” and of residents who become objects of curiosity to be captured on film or digital memory card. Thanks to customers’ belief that they have a right to cheap travel and suppliers’ tendency to drop prices when demand ebbs, the tourist economy is on a “race to the bottom.” Standardisation and automation have lead to a “sea of sameness” and the sheer congestion and toil associated form getting from one place to another cause numbness to replace wonder.

It has taken 13.7 billion years to evolve the magic and mystery that exist in each destination and that are often missed as we rush to fill a room, cater to an impatient diner, or meet a departure schedule. Most tourists are so numbed out by the very act of getting there, that it can take days before they slow down enough to really appreciate the wonder that’s all about them.

The critical first step towards dealing with the challenges facing humanity is learning how to care and to live in harmonious relationship with the Nature of which we are a part. That comes when we realise that we are all one family travelling on what Buckminster Fuller called “spaceship earth.” It happens when we realise that we are not helpless specks in an unfeeling universe but central characters in an evolving drama. It happens when we look at the miraculous results of 13.7 billion years of evolution and stop dismissing it as “nothing but.” It happens when we slow down enough to observe the miracle of germination, sprout, growth, fruition and harvest that centers us back to the earth. It is mindfully feeling our steps on the grass and appreciating weeds that help us understand our place. There is something praiseworthy in the symphonic chorus of pre-dawn birds, the melody of barking dogs and the final notes of dusk’s insects. Until we remember that the dirt we plow is where we originate and where we will finally rest it will remain a meaningless obstruction to progress.(Source: Shekinah Glory)

So please I beg you to SLOW DOWN this weekend and reflect on why you really work so hard in tourism. Are you really supporting “the cause?” In the endless promotion of “products” to targets are you losing the point and does that loss account for the feeling of emptiness and a reluctance to jump out of bed on Monday mornings and say “Yippee!!”

Perhaps the real cause of Conscious Travel is to help people LIVE consciously and compassionately?  To follow in the footsteps of Thoreau who wrote of his year by Walden Pond:

I went to the woods because I wished to live deliberately, to front only the essential facts of life, and see if I could not learn what it had to teach, and not, when I came to die, discover that I had not lived.

Or to come to understand as Tomas Berry noted:

The universe is not a collection of objects but a communion of subjects

The following short photographic essay by Caroline Webb and the words of one of the greatest cosmologist/philosophers of our time, Thomas Berry might help and inspire:

The video cannot be shown at the moment. Please try again later.

Little Techno Tricks…


…that make a big difference to your marketing

 

Trip Advisor – For around USD600.00, a B&B can get a business account with Trip Advisor that not only lets you list contact details and your website, but lets you add a special offer to the front page for the region when searched.  Even better –  travellers can receive your specials by email for each region they will be visiting
www.tripadvisor.com

Newsletters - When you pay peanuts, you get monkeys – but not with MailChimp! It’s free if you have less than 2000 contacts, and offers a slew of templates, or lets you design your own email newsletters. You can share them on social networks, integrate with services you already use, and track your results.
See some of our tourism marketing newsletter designa
s or head to www.mailchimp.com and get started!

Google Places – Fast track yourself to the top of Google by signing up to Google places, and make sure you verify your listing.  You can even add a description, photos, and video and add keywords for your tourism product and really increase your exposure on Google.
Find ways to increase your exposure on search engines here

Dropbox – Sick of wasting time sending large files one by one, or worse the dreaded post? Drop Box is a program that creates a Drop Box on your own computer, where you can add files and simply invite the person you would like to share with to access them.  With all that saved time, think of all the extra marketing you can do!
www.dropbox.com

Facebook – Once you get 25 or more Likes on your Facebook business page, quickly register your page’s name with FaceBook so someone else can’t start a page with the same business’s name.  Ask your friends and family to like you and secure your name before someone else does!
Read more about social media for Tourism here

A/V Clip – Having an audio visual clip on your home page and next to your book now button increases clicks through to your booking now button by 30% … and at fraction the cost of video.   Then, when you get it on Youtube or Vimeo you can add keyword tags to help promote yourself, and let the power of social media do the rest.
Read more about AV Clips to help market your tourism busines.

What makes the difference?

There are many millions of written words on how to and not too when it comes to guests staying with you and how to treat them – the right location, food, bedding, wine – the list goes on.

When it comes to providing the best hosting, we believe there are four key points that make the difference.

1. Personality – if you’re relaxed and comfortable in your own skin and like what you do it shines through and your guests will relish in your glow.

2. Passion – if you love the thought of having people to stay and engaging them in good conversation then your 50% there. However,  on the reverse if you don’t “feel the love” for your guests  – no stunning house, amazing location or 800 thread Egyptian cotton sheets are going to make it happen. Your passion drives the business – if you ain’t got it it’s all over rover.

3. Resilience – Realize that guests will come and go, but when they leave they will talk to their friends, their travel agent, their bank manager and they will remember those places that made them feel welcome and cherished. If you can keep up the great work to get over the quiet times and just keep on providing great service without reservation then the numbers will grow and guests will come back (and bring their friends) again and again.

4. Marketing – GET YOUR PROPERTY OUT THERE, get inventive, contact a specialist who can get you in front of the right markets and give you good, honest, helpful advice.  Measure and assess what you’re doing so you know what you’re doing wrong, throw it away and put your energy into what you’re doing right.

The above four points can be broadened, but the message is clear – be passionate and inventive, and always step back so you can see what you’ve done and what you’re doing right.

Monday Blogs

Every Monday morning my task reminder goes off  at 7am “Write Blog.”

I then put it on snooze for 1 hour and go on to check my emails. I eventually  get involved in some needless crisis which rolls into the weekly Monday company meetings with the various departments to plan the week.

At noon I return to my desk – my task reminder there again blinking at me “Write Blog.”

Why is it that the most important and effective online marketing tool we can all do for our businesses often gets ‘snoozed’ for other tasks that we prioritize as more important?

As a marketing consultant my mantra to our clients is “Blogging is one of the most cost effective ways to increase your SEO – “a blog every other day keeps the creditors away.” But advise can be easy to give…and sometimes hard to follow.

And so it dawned on me – I personally struggle to write sometimes because I feel it is necessary to impart some life changing or business empowering idea each blog.

Reality is we often don’t have the time to read a long, life altering blog. We really just want to be interrupted and entertained for a moment during our busy lives and hopefully learn a little something along the way. Some small bite of information of that is tasty and easy to swallow.

So, here it is – my small, easy to swallow Monday blog message  – don’t’ beat yourself up because every one of your blogs does not bring you a slew of new customers, unveil a new idea for getting more bookings or a new way you can reach number one on Google.

Just remember and enjoy the 11th commandment – “though must blog.”

Trees to Please

This week there has been some arboreal action like never before at Tomahawk HQ.  Thanks to the fabulous help of Ruth at Trees Please we’re sending out baby native New Zealand trees all over the country.  Here they are, all packed and ready to go to their new homes.  Aww!

Inspired by Iceland’s Tourism Campaign

Encouraging travellers to return to a country in the months and sometimes years following a natural disaster can be a challenge.  I was reminded once again of Iceland with the May 21st eruption of “Grimsvotn” volcano appearing in the news, and their Inspired by Iceland campaign – www.inspiredbyiceland.com which followed the eruption of “Eyjafjallajokull” in 2010.

This video from the Inspired by Iceland campaign is an inspirational example of a country telling the world that their tourism industry is open for business.

 

Channel Managers – Know before you go.

As many tourism providers will know, there are a large number of providers that you can choose to join that offer Channel Management. Some profess to be the “Best” some profess to be “Free”, some say they have the most channels and others just use the hard word to get you feeling that if you don’t go with them you will miss out on the all important bottom line of increased bookings.

The true test of any system is two fold:

1. Do they offer channels that are actually relevant to your property and the market you want to target?

This is an important point to take into consideration as you can be sold on the idea that they have 20, 30 or more sites that you can connect to via their system, but in reality, there will only be a small number that really mean anything to your size or type of business and the market you are trying to attract.

2. Are they going to tie you into a contract that will bind you to stay with them for a certain time?

This, especially in today’s market, is a very important point. There are some providers that get you to agree to a contract and offer all sorts of special listings and exposure, but when it comes to the crunch the international market trends change and can be fickle – dependant on the financial strength of the various economies, what’s hot and not in world travel, new and improved travel websites that attract visitors away from older sites and a myriad of other variations.

To this end it is wise to get in touch with a tourism company that offers consulting as to who best would suit your business and what channels are going to get the best results for you.

My advice is to obtain sound tourism consulting from those who know so you don’t waste your precious time and get sucked into the wrong channel. It is well worth it to start off on the right foot, it means you get in front of the right audience, with the right rates and message, and that can make all the difference for your tourism business.

IDS hospitality software fuels 12 Best Western hotels in India

Through IDS Softwares, the Hotel Management Software Specialists, Tomahawk brings the latest in Hotel software technology to the South Pacific.   We’re excited to share their recent partnership with twelve Best Western hotels in India:

“The usual, sir? Room no. 603 facing the poolside?”. A lot of backroom technology goes behind that seemingly spontaneous greeting at your favourite hotel.

Binu Mathews, President and COO of IDS Softwares and Sudhir Sinha, President and COO, Best Western India , speak to IndiaTechOnline’s Vishnu Anand on new technology trends in the hospitality space and their 12-property partnership

Bangalore-based IDS softwares has been providing solutions to the global hospitality industry for more than 20 years.

Speaking about the recent chances in the hospitality segment, Mathews said, “Over the last 10 years or so, the focus for hotels, to provide good service to guests has shifted from transactional systems to guest enhancements. Transactional systems are the run-of-the-mill automation of booking and billing processes. Guest enhancement is about respecting the repeat guests — technology that can remember your name, be able to inquire whether you would like your favourite room no. 603, non-smoking that faces the pool, and most importantly, speed up your check in process after your many hours of tiresome flying.”

So, how does technology help hotels to increase guest satisfaction and improve business? “Guest satisfaction is only one element. Technology can be used across all the departments, in a hotel – at the back office, our tool provides real-time data on cash inflow, store capacities, provides control of debters, quantity of goods inflow for the kitchen among others.” He continued, “There is sufficient intelligence built into our systems to understand and tabulate the production cost in relation to profits — and go a step further in even analysing kitchen data to most preferred food and beverage items.”

Besides guest satisfaction and back office, Mathews says he has seen an increased awareness of security within a hotel. after the recent terror attacks, “Right from verifying customer data to providing control for escalators and elevators, our tools help hotels keep a tab on their guests without intruding on their privacy”, he explained.

Speaking about future plans for IDS, he said, “We are working on adding functionalities that enable a guest to check in with his smartphone by entering a code. Some of our customers have features like console controls for a guest room via an iPod among others.”

IDS Softwares has also launched a technology support service– a 24/7 manned support centre free-of-cost for its customers.

‘Preferred IT Partner’
Thanks to the Forf ’hospitality ERP’ suite built on SQL and DB2, IDS software, was recently declared the preferred IT partner for the Best Western India group of hotels.

Speaking on the sidelines of BEST WESTERN India’s Annual General Managers Convention 2011 at Best Western Premier La Marvella, Bangalore, on April 28, Sudhir Sinha, President and COO, Best Western India said, “Having eighteen properties in India, it is a challenge for us to maintain the uniqueness of each property while maintaining consistency of service. Technology is very important for us, and we are happy that IDS provides a seamless way for us to use technology across different aspects of our business. Their regular updates helps us enhance our operations better.

Part of the world’s largest Hotel Chain, Best Western in India is managed by Cabana Hotel Management Pvt Ltd. The chain has a presence with eighteen properties in India with Ahmedabad, Amritsar, Baddi, Gurgaon, Manesar, Mathura, New Delhi, Zirakpur (Chandigarh), in the North. Bangalore, Hyderabad, in the South. Goa, Neral (Near Mumbai), Pune, Shirdi and Surat in Western India, and Kolkata in Eastern India. Best Western in India recently set up its Best Western Centre For Hotel Management and Training at Bhubaneshwar. IDS solutions fuel 12 Best Western properties in India

Click here to view a short AV Clip on the IDS Hospitality Software Suite.
http://www.idsfortune.com/
http://www.bestwesternindia.com

If you’ve got it, flaunt it…on your home page

If you want a steady stream of online bookings, you need to have an emotive and a compelling home page that loads quickly.

The emotive aspect is the ‘wow’ factor that immediately transforms the guest to the fantasy of experiencing your tourism product.  The compelling aspects are what give them the confidence to book.  Flaunt both of these features and you are lined up for success.

How do you create both an emotive and compelling home page? Here are the four key aspects to flaunt:

1.       High quality photos – one of the best ways to get a message across quickly is pictures. Spend the money on getting professional photos taken. It will make all the difference to your marketing efforts. Think of a website that you like – I would venture to guess that they have clear, crisp and emotive photos that immediately capture you.  Great photos sell your product, mediocre photos do the opposite.

2.       Referrals – word of mouth is the largest influencer. If your friend tells you a restaurant is fabulous you trust them over any advertisement. WOM or Word of Mouth is what drives many of our decisions so put your Trip Advisor widget with feed on the front page. Yes, adding testimonials to your website is sufficient but we all know that these have been hand-picked. Trip Advisor is straight from the guests’ mouth and a more powerful influencer.

3.       Accreditations & Awards – Love them or hate them – Qualmark and Tourism Awards give a point of reference and confidence to potential guests.  Do you belong to any marketing groups? Put their logos on your front page too.

4.       “Check Availability” – It is 2011, you simply must have an online booking system. You need to offer the ability to book easily, clearly showing on every page, especially your home page.  A clear and easy call to action is what the guest wants, we are all busy.  Having a real-time booking system is also another way to give them confidence that you are a professional business.

Combining these four features will capture a client and give them confidence to book.

So if you’ve got it, flaunt it!

Feejee Experience

We’re pretty excited to share that our friends at Feejee Experience are officially the Best Fiji Experience, receiving the AON Fiji Excellence in Tourism Awards 2010. It is awarded in recognition of their range of travel, accommodation and activity packages that were created to give visitors the opportunity to see and feel the real Fiji.

“We are genuinely thrilled to receive this award. It was tough competition with so many popular products, resorts and operators in Fiji who were finalists in this category,” said Brad Rutherford, General Manager Tourist Transport Fiji & Feejee Experience.

“I believe it is our blend of giving guests the experience Fiji is renowned for – the sun, the amazing beaches, and adding the unique bonus ingredients like village stopovers, school visits and even the Indo-Fijian aspects of Ba Town.  These are the experiences that stick with people, and create the memories that they talk about for years to come.”

In recognition of the award and the growth in the business, Feejee Experience has released a new website to promote their genuine experience. “With such a significant award we wanted to ensure that we had the right platform to proudly display our award winning tour options, so we just launched our new website to do just that,” says Rutherford.

 

www.feejeeexperience.com