Caribbean Tourism Human Resources Told, “It Cannot Be Business As Usual In Tough Economic Times”

Former Disney executive Mark David Jones presented executive workshop on “Breakthrough Results in Difficult Times” at HR conference in Curacao

WILLEMSTAD, Curacao – Tourism human resources professionals from across the Caribbean who ended a three day conference here have been told that they must create a world class chain of excellence through breakthrough leadership if they are to move ahead of the competition in tough economic times.

The former Disney executive, Mark David Jones told the human resources professionals attending the 5th Annual Caribbean Tourism Human Resources Conference here, that this is what Disney and other Fortune 500 companies do to stay ahead.

Jones, A 26 year veteran of operations at the Walt Disney Company, shared “hands on experience” with the participants with a view to helping them develop and implement plans and policies to strengthen their organisations’ competitive edge in the current global economic climate.

In presenting a workshop themed, Breakthrough Results in Difficult Times: Proven Solutions from World-Class Companies, Jones stressed that in the current situation it cannot be business as usual.

“We cannot be passive and just expect people to show up like they’ve always done it because that’s the way it’s always been, because in times like these the way it’s always been doesn’t matter anymore,” Jones, a highly demanded speaker, acclaimed author and business consultant, told the participants.

The former head of Disney’s Customer Service and Leadership Initiatives suggested that, like world class companies do, Caribbean tourism entities should constantly seek new ways to exceed their customers’ expectations if they are to survive.

“What these world class companies have found is, in addition to knowing about your customers, it’s critical to understand them, to go beyond just knowing about them,” said Jones.

“When we are approaching the different situations like the difficult times we’re in right now we can’t be thinking normally…we have to flip our thinking or come from a different perspective to solve this problem.”

Jones, who now heads the consulting firm, Small World Alliance, told the human resources professionals that in order to exceed customers’ expectations, leadership excellence is paramount. This, he said will lead to high performing staff who, in turn, will provide legendary service.

The business consultant also advised the participants to get to know visitors’ wants in addition to their needs; understand the stereotypes that set the visitors expectations; deal with the customer’s emotions appropriately; and set a clear vision to ensure everyone is moving in the same direction.

“Make it easy to do business with you,” Jones advised.

Over 75 human resources professionals from 19 Caribbean countries attended the three day conference which focused on Best Practices for Creating a Motivated and Productive Tourism Workforce.

It was organised by the Caribbean Tourism Organization (CTO), in collaboration with the Curacao Tourism Board (CTB).