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We’re 24 days in, and most of the New Year’s resolutions that are going to stick are stuck. But, in tourism, we’re just coming up for air after serving guests through the holiday season.
So before St. Patrick’s Day brings in the next busy season, let’s look at what we can do in our tourism-related businesses to be better in 2015.
Analyze
Start by analyzing the products or services you offer. We sometimes get into the rut of doing things because we’ve always done them. So, commit some time to analyze your portfolio of products and services. Do any of them need to be tweaked or eliminated? Do you have a tour that isn’t popular? Do you get feedback about a dish people wished they saw on a menu?
Analyze what the competition is doing. What can you learn from them? Do you have anything you could offer that would be different from the competition? If so, this would be a great way to set yourself apart.
Leadership
Starting a better business starts with you. Whether you own the business, run the business or work in the front lines, leadership opportunities are boundless.
Freshen your leadership skills with a good book. Mark Spadoni, general manager of the Westin, gave me “The Servant” last month. The book was easy to read and reminded me that I want to be the kind of leader who approaches my role with the heart of a servant.
Find out what kind of leader you want to be and then find the books that give you the words to express it.
Engage
Spend some time investing in your staff. This is our downtime. As soon as it picks up, we’ll be busy until the heat of July. So take some time to check in with the staff and make sure all are performing to your level of expectation.
At the Tourism Leadership Council, we conducted personality tests to determine one another’s strengths. It proved to be a great learning experience and a lot of laughs as we were finally able to pinpoint all of the things we loved about what each of us brought to the table.
I once heard a great businessman in Savannah say, “There’s 25 percent of my staff that I’d do anything to keep, 25 percent of my staff I’d do anything to get rid of and the other 50 percent who are heading in one direction or another.”
Assess your staff and find out what it takes to get them heading in the top percentile.
Customer Service
While you’re working on staff development, take time to engage with your customers. Leave the solitary office and go speak with the customers for at least one hour a day. Ask them questions and listen to what they have to say. Do they seem happy? Are they frustrated?
Listen to the way your staff answers the phone. Are they smiling? Are they answering questions the way you want them to answer questions? If not, tweak this now so that when paperwork keeps you busy at your desk, you can trust that the staff will know what to do.
Spend time reading how your business is reviewed online. Respond to those who are dissatisfied. Address the issues that are keeping your business from performing with the best of customer service.
We have 52 days until St. Patrick’s season ushers in a busy time of year. Take this time to set some business resolutions that are sure to pay off in 2015.
Molly Swagler is vice president of communications at the Tourism Leadership Council. She also teaches customer service skills through the Coastal Concierge Association. You can reach her at molly@TourismLeadershipCouncil.com.