After many years of solid growth this sector in recent years has been hit the hardest by the “strong” dollar and Global Financial Crisis (GFC). Inbound tourism has suffered, whereas outbound tourism is booming as Australians are holidaying overseas in record numbers, and those locals not travelling are staying home and taking shorter breaks.
Further changes for more flexible employment conditions while providing better products are the challenges. Tourists want “experiences” not just sightseeing. Our work with concierge companies show this to be the case. A single point of failure is the lack of employed multi-lingual personnel.