How to Attract and Retain Talent In The Travel & Tourism Industry


High employee turnover is a problem that impacts many travel & tourism businesses and it costs the industry big. A 2010 study looking at the Hospitality, Leisure, Travel & Tourism in the UK found that many industries surpassed nation averages, with some industries topping 42% turnover.

According to Skiftstatistics from the World Travel & Tourism Council says a total of 266 million jobs were supported by the travel and tourism industry in 2013. That’s one in eleven all jobs around the world which vary from full-time to part-time, contract to seasonal.

Not only are there costs associated with recruitment, training and lost productivity - for employees who are customer-facing, unhappy employees can be a major concern for customer satisfaction and can literally make or break a customer’s experience with your company. In the age of online reviews and social media, this effect is further amplified as a bad experience can live online for years, potentially influencing whether future customers visit you.

Public relations crises aside, your employees are the face of your company and the cogs in your metaphorical business engine.

Attracting, hiring and retaining qualified employees that share your vision and values (and who are committed to the company) is vital to every business in the travel & tourism industry.

Today we’re going to look at some ways you can attract and retain superstar talent:

#1. Pay Good Wages

pexels-photo-776615 (1).jpeg

It’s impossible to attract qualified, committed employees if you’re known for having low wages. Investing in your employees and providing a liveable, competitive wage, with opportunity for growth is essential.

If you aren’t able to immediately increase wages due to budgets, consider other perks that you can offer employees such as free meals during a shift, free hotel stays for friends and family members, free flights, or free activities.

#2. Provide Access to Courses & Workshops

Employees who are looking to further their careers are often drawn to employers that offer free or subsidized work-related educational courses. These types of work perks attract career-focused employees who can then use their new skills to help improve your business and customer relations.

#3. Have A Formalized Employee Evaluation Procedure


Every 6 months to 1 year, it’s important to review employee performance and offer feedback as well as listen to feedback. Encourage this type of feedback throughout the year as well.

Among millennials, feedback is extremely important. Forbes reports that 72% of millennials who consistently receive accurate feedback from their managers find satisfaction in the workplace. 

Showing that you are also listening to how employees feel about their work and what can be made better in your business is also crucial to retaining star staff members.


#4. Create A Recruitment Website To Highlight Employee Benefits

How do you find the best talent? Online recruiting is a huge part of HR in 2018. According to the Gallup State of the American Workplace Report, 2017, 77% of job seekers look at a company website to find jobs.

Many companies are now creating recruitment portals on their websites with microsites dedicated to showing potential staff members why they should work there.

Hyatt does this extremely well with a recruitment microsite that focuses on employee benefits and featuring current employees.

Screen Shot 2018-02-22 at 9.00.22 AM.png

#5. Recognize Employees When They Go Above & Beyond

In addition to your formalized employee review, consider recognizing employees who go above and beyond publicly as well as company-wide. Highlighting long-term employees on social media not only helps to boost moral, it also humanizes your company and let’s customers know who they are going to be trusting with their travel experience.   

#6. Today’s Workers Crave Flexibility

pexels-photo-273011.jpegScheduling flexibility is extremely important for today’s workers. Especially with the odd and irregular hours that the travel & tourism industry often demands of employees, allowing employees to have a greater say in their schedules can go a long way.

CEO of Hyatt Hotels Mark Hoplamazian has implemented this system in Hyatt:

“Here’s an example. While at a hotel in the Chicago area, I spoke with a housekeeper who told me that the housekeeping schedule made it such that she couldn’t typically help her daughter in the mornings by watching her grandchild. A new mobile-based scheduling system has since allowed housekeepers to design the schedule themselves, and this housekeeper can now have more direct control over her schedule.”

Human resources is an incredibly important element of any business, but particularly in the travel & tourism industry where you only get one chance to make an impression with customers. With the stakes so high, it’s important to evaluate the way you recruit and manage employees on a regular basis. 
Ready to learn more? Check out our SEP Program for Travel & Tourism.


JSF Travel & Tourism School, 23 February 2018

Get Free Widget

More on the blog

Providing world-class customer experiences is a hot topic in the travel & tourism industry. The industry is no stranger to the importance of top notch customer service. With increasing competition and much transparency in the age of online reviews and social media, generating positive and memorable customer experiences is more important than ever. We’ve looked at 3 different ways travel and tourism brands
01 June 2018
Read More
The travel and tourism industry is full of technology change-makers and innovators. The industry has seen incredible growth over the past decade, in part, thanks to new technologies that allow organizations to increase efficiency and surpass expectations.
25 May 2018
Read More
Travelling by air is one of our favourite ways to travel - and the accessibility and affordability of flights has made the world smaller than ever before. Download the infographic today!
22 May 2018
Read More