Best Practice Forum Tourism, Hospitality

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BEST PRACTICE FORUM
- Innovative Approaches in the field of Tourism
Employment and Training -
David L.N. Battersby, OBE, MSc Managing
Director Hospitality and Leisure Manpower
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The OpportunityFor those with Enterprise-
Tourism, Hospitality and Leisure -

• 5.5 of Europes GDP
• 7 of Employment
• 3 million SMEs

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The Challenge

• The Customer Challenge
• rising customer expectations for ever increasing
  quality standards, lower prices, higher value
• The Workforce Challenge
• a vicious circle of poor employment practice
  leading to growing skill gaps and shortages
• The Business Challenge
• levels of productivity, innovation and investment
  in technology half those of many competing
  destinations, eg, USA

Need to ensure world class standards of
quality, productivity and business performance
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Best Practice Forum
Launched 25th September 2001 by the thenTourism
Minister Dr. Kim Howells with support from DTI
and DCMS.
In Association with
Association of Leading Visitor Attractions
British Beer and Pub Association
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Aim

• The Best Practice Forum is encouraging businesses
  in the tourism, hospitality and leisure industry
  to introduce new ideas and innovation by adopting
  or adapting best practice so raising their
  efficiency, productivity and competitiveness to
  world-class levels.

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Raising Your Game- 5 Year Impact Assessment
-Key Indicators

• Average stay per employee up 20
• Reject deliveries down by 7.5
• Capital employed up 2.5
• New business from new markets up 2.5
• Sales per employee up 15
• Value added per employee up 10
• Level of complaints down by 2.5

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Best Practice Forum- Agenda for Action -

• Identify and Collate Best Practice
• Improve Business Performance
• 3. Recognise Achievement

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Identify Best Practice- Initial Research -

• Not all tourism businesses have a problem
• Top 25 of companies require 3 x less overhead
  than the bottom 25
• They need 3 x fewer indirect staff and half the
  number of managers
• 500,000 research programme
• over 18 months with University of Surrey
• to identify, publish and transfer
• International Best Practice

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Key Characteristics of Best Practice
Organisations in Tourism

• Strong Management and Leadership
• Develop and retain a High Performing Workforce
• Passion for Service Excellence
• Committed to achieve Business Excellence
• Build Innovation into all they do

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The Focus for Innovation inWinning Tourism
Businesses

• Increase customer spend
• Build customer volume
• Cut material costs
• Control labour costs
• Work smarter not harder

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2. Improving Business Performance

• Attracting Quality People
• Hospitality Enterprise Insight
• IDEAS Pack
• Job Tasters
• Work Experience Placements

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2. Improving Business Performance

• Creating Quality Jobs
• Excellence Through People
• Codes of Good Recruitment, Employment and
  Training Practice
• External Assessment and Accreditation
• Your First Choice Directory of Best Practice
  Employers

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2. Improving Business Performance

• Delivering Quality Service
• Profit Through Productivity
• KPI Benchmarking Index for Tourism
• Masterclasses, Toolkits and Visits
• Business Excellence Awards

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3. Recognising Achievement

• Working with our Industry Partners to assess the
  impact of our work -
• Business Excellence Awards to recognise
  Excellence Through People, Service, Innovation,
  Management and Leadership
• KPI Performance Benchmarking using Best Practice
  Forum on-line Benchmarking Database for Tourism
• Publication of annual, comparative, Closing the
  Gap Benchmarking Report by sector, region and
  country.

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Best Practice Forum- Some Early Successes -

• Better People Management
• Smarter Ways of Working
• Greater Customer Spend and Volume
• Improved Productivity and Profitability
• A Sharper Competitive Edge

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Building Business Success- Raising Their Game -

• To date 1,520 employers have used new on-line
  Tourism Benchmark Index with 15 sector specific
  Key Performance Indicators
• Year on year Productivity Gains of 11
• 90 Small Rural Tourism Businesses in Cumbria
  completed Profit Through Productivity programme
  post Foot and Mouth Disease and events of 11th
  September 2001
• Profits rose by an average of 31,000 over 12
  months
• 618 staff in 45 hotels took part in the
  Performance Improvement Partnerships scheme
• Over six months gross profit up 9 customer
  satisfaction up 25 staff turnover down by 13
  spend per head up by 6 and value added per
  employee increased by 7.

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Best Practice Forum - Creating a framework
forPartnership Action in Tourism -

• Give employers, educators and support agencies
  the opportunity to develop and share Best
  Practice
• Employers the chance to meet and share ideas,
  solve problems and improve competitiveness
  through partnership action and supply chain
  activities
• Educators the opportunity for colleges and
  universities to make sure both teaching staff and
  students are up to speed with current industry
  best practice
• Support Agencies giving sector specialists the
  possibility of undertaking International
  Benchmarking Studies to compare performance,
  identify skill and performance gaps, and assess
  the impact of support measures in Closing the
  Gap.

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Best Practice Forum- Innovative Approaches in
the field ofTourism, Employment and Training -

• David L. N. Battersby, OBE, MSc
• Managing Director
• Hospitality and Leisure Manpower
• Burgoine House, Burgoine Quay
• 8 Lower Teddington Road
• Hampton Wick
• Kingston Upon Thames, Surrey, KT1 4ER
• United Kingdom
• Tel [phone]
• Fax [phone]
• Email dlnb_at_halm.co.uk
• wwwbestpracticeforum.org