Reframing Challenges As Opportunities

“While customers will sometimes share a great experience online,” observes Leslie Peterson, National THS (Travel, Hospitality and Services) Industry Leader for Deloitte Canada, “they are much more likely to share a bad experience, and it can be quickly and widely disseminated across the internet having lasting effects on a brand’s reputation. Somewhat unique to the hospitality industry is a brand’s susceptibility to being judged by the actions of third parties beyond its control.”

Deloitte Canada recently released a new report – Resilience in hospitality: Keeping pace and getting ahead – and it found that there are four broad areas where the travel and hospitality industry is experiencing strain in a post-pandemic world: brand and reputational challenges, changing consumer expectations, talent shortages, and technological disruptions.

Using examples of brands and organizations that have imbedded resilience into all of their operations, we found that the best strategy is to reframe these challenges as opportunities and to embrace them as motivation to accelerate action on improvements and innovations.

For the full story, check out the latest issue of CANADIAN TRAVEL PRESS.