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Professional Development

The tourism industry has one of the highest staff turnovers of all industries. Research has indicated that staff turnover in the industry is estimated to be about 50% and this turnover can cost up to 20% of the organisation’s payroll. In a highly seasonal and competitive industry, the retention of high quality staff is vital to providing a superior experience for the customer. Read more
The tourism industry has one of the highest staff turnovers of all industries. Research has indicated that staff turnover in the industry is estimated to be about 50% and this turnover can cost up to 20% of the organisation’s payroll (See Labour Turnover & Costs in the Australian Accommodation Industry). In a highly seasonal and competitive industry, the retention of high quality staff is vital to providing a superior experience for the customer. Providing appropriate training and professional development opportunities are important factors in being able to retain staff and provide a quality visitor experience. Research into staff retention and the provision of training and professional development has shown that:

Business Operation Tip

AussieHost is a nationally recognised customer service training program that focuses on interpersonal communications, customer relations and service.

  • Staff retention is not all about money.
  • Job satisfaction, recognition, professional growth opportunities, a positive work environment and work/life balance are all important factors for employees in selecting a particular role, company and even industry;
  • Tourism businesses need to provide career paths for employees, allowing them to develop and grow professionally and pursue their career options;
  • Customer service training and other organisational training programs provide opportunities for staff development as well as enhancement of the customer experience.
  • Providing training opportunities such as apprenticeships and graduate programs can also help to develop staff skills and encourage business loyalty;
  • Performance-based bonuses, incentives and recognition of achievement can increase employee satisfaction and encourage retention.

State and National tourism organisations and associations provide specific training and labour market development opportunities and advice for tourism businesses, including the nationally recognised AussieHost training program.

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