Words of wisdom on tourism
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I thought it would be interesting to gather testimonies on sustainability from people who have been working in the field of tourism. This is their words of wisdom.
As a manager in the tourist industry for 30 years, mostly in the ski business, I progressively realized that quality is the most important criteria to achieve success. But what is quality and what is success?
Quality is doing best what matters most to the various stakeholders of the tourism economy: customers, employees, shareholders, suppliers, native populations and local entities. It should be measured objectively and regularly, not only with financial criteria but also with various numerical indices or gauges taking into account both the importance of the criteria and the satisfaction of the stakeholder. Only the stakeholders can tell you what is important and what matters most for them.
Success can only be measured in a long term perspective. It doesn't mean necessarily growth. Protection of the environment, of the cultural heritage, of socio-economic frail balances, and strengthening of democracy are more important than short term financial success. Satisfaction is the main measure of success.
Quality and success are achieved when the business entity remains an organization where people want to be a customer, an employee or an investor. In Europe, Accor, Club Med and Compagnie des Alpes are good examples of international tourism organizations which succeeded thanks to a long term stategy taking into account the three major dimensions of sustainable development: economic efficiency, social requests of employees and local people, and environmental protection. But most of the economic development is achieved by indiduals or family small businesses which should be inseminated, educated and helped so that wealth, culture and environment are better shared and protected.
Renaud Artru - Consultant - The Leadership Factor - www.satisfactor.net