Hospitality and leisure companies continue to evolve in a new, multi-channel environment. Operating in this environment makes these companies highly sensitive to competitive and economic market conditions. And although demand has declined, customer loyalty is now at a premium. The expectations of these customers, moreover, have continued to expand with the evolution of the global marketplace.
This is most apparent within a certain segment of the hospitality customer base – millennials. Unsurprisingly, they will become the core customer over the next five to ten years. But what does this mean for talent development?
The top priority now is managing a talent pool that puts a premium on personalized experience and customer interaction. In addition, given the increasingly sophisticated nature of today’s international travelers, hospitality employees must understand, appreciate, and engage customers of many different cultures if they are to be successful.
For the hospitality and leisure industry to meet these challenges of globalization, geographic expansion, and growing demand, its companies will need to be more proactive in attracting and retaining superior talent. The rapidly changing online marketplace makes this need even more important. Thus, many of our clients are recruiting leading executives from technology organizations and other consumer brands. This recruitment ensures that the new skills and competencies required to help their organizations drive long-term growth strategies are retained not only today, but also tomorrow.
RSR Partners team advises highly selective leisure and hospitality organizations (including casual dining and QSR) in search of leaders who can:
- Develop new strategies;
- Strengthen brand loyalty; and
- Improve the customer experience.