Tourism & Destinations

THE EXPERIENCE BEHIND THE APPROACH

Tourism & Destinations

Where I learned that understanding people comes first.

Working with destinations means bringing together public authorities, private businesses and local communities. They share a place, but often have very different ideas about its future. Finding a way forward starts with understanding those perspectives.

In the tourism and leisure sector, I saw the same challenge from another angle. A carefully designed product or service could still deliver a disappointing customer experience because the people behind it weren’t given what they needed to succeed.

Seasonal hiring and constant staff turnover make building teams difficult. But so does a lack of trust, recognition, autonomy and fair pay. We expect people to care about the business without always giving them reasons to feel that the business cares about them.

These experiences shaped my work today. Behind every strategy, service and customer interaction are people. Understanding what they need—and creating the conditions for them to do their best—is where meaningful progress begins.