The State of

Hospitality 2022
CONTENT 3 EDITORIAL
Benoît-Etienne Domenget
CEO Sommet Education

4 FACTS & FIGURES

VISIONS

12 Luis Araujo
President of Turismo de Portugal & President
of the European Travel Commission (ETC) ­— Portugal

13 Ashwin Assomull
Partner at L.E.K Consulting

14 Anuraag Bhatnagar
The Leela Hotels, COO resorts & Palaces ­— India

15 Catherine Chaubeau
Human Resources Director ­— Lartisien Group ­— France

16 Steven Daines
Chief Culture and People Officer at Accor

17 Alain Ducasse
President Alain Ducasse Group

18 Philippe Gombert
President Relais & Châteaux

19 Mandeep S. Lamba
President India & South Asia ­— HVS ­— India

20 Jane Pendlebury
Chief Executive - Hospitality Professionals Association ­— UK

21 Zurab Pololikashvili
Secretary-General, World Tourism Organization (UNWTO)

22 Maribel Rodriguez
Senior Vice President Membership
& Commercial WTTC ­— Spain

THE STATE OF HOSPITALITY 2022 2

 EDITORIAL

Graduating from HEC business school in Paris, Hospitality is a people-to-people sector. Hospitality is more
Benoît-Etienne Domenget started his career with Accor than a business. It’s a community of contemporary nomads
Group, managing different hotel properties before join- sharing the same curiosity for travel, an openness to differ-
ing the corporate office as Senior Vice-President Devel- ent cultures, the attention to detail, the willingness to wel-
opment to head the group’s strategic development in come and please others.
Europe, Middle-East and Africa (EMEA) regions.
Having spent the last 20 years in that industry, I had the
From 2011 to 2015, Benoit-Etienne acted as Managing opportunity to experience how much people make a dif-
Director of Accor Switzerland, leading the expansion ference. People in our industry are more than a key success
of the brand portfolio in the Swiss market and direct- factor, they are the very heart of our DNA.
ly supervising its 55 properties. He was then called to
the helm of Michel Reybier Hospitality Group, including At Sommet Education, we believe that education is a driv-
luxury hotels such as La Réserve and Victoria-Jungfrau ing force of Hospitality. We prepare the new generation of
Collection, vineyards and wellness businesses. talents that will shape the Hospitality industry of tomorrow.
Throughout the world, we have asked number of industry
In January 2017, Benoît-Etienne was appointed CEO of Leaders to share their views on the current challenges and
the newly-formed Sommet Education. trends of our sector.

They all acknowledge the recent circumstances and issues

faced by the Hospitality industry. They also all acknowledge
the need for further developing the new generation of Hos-
pitality professionals and giving them access to education
and life-long learning opportunities.

Hospitality is a land of opportunities, and education is a key

to seize them.

Benoît-Etienne Domenget
CEO Sommet Education

THE STATE OF HOSPITALITY 2022 3

SHARP RECOVERY AHEAD
HOSPITALITY INCLUDES HOTELS, PACKAGE HOLIDAYS, VACATION RENTALS AND
CRUISES. SPEND ON THESE AREAS IS EXPECTED TO RECOVER SHARPLY FROM 2020-21,
SURPASSING PRE-COVID LEVELS IN 2023 FORECAST, WITH GROWTH ACROSS VERTICALS

THE STATE OF HOSPITALITY 2022 4

STEADY GDP CONTRIBUTION
HOSPITALITY CONTRIBUTED ~CHF 8T TO GLOBAL GDP IN 2019,
OUTPACING THE GROWTH IN GLOBAL GDP OVER THE PAST DECADE

THE STATE OF HOSPITALITY 2022 5

PROVEN RESILIENCE
HISTORICALLY, THE HOSPITALITY SECTOR HAS RECOVERED
STRONGLY FROM SIMILAR PREVIOUS SHOCKS (E.G. SARS)

THE STATE OF HOSPITALITY 2022 6

FUTURE INVESTMENTS
INVESTMENTS IN FUTURE CAPACITY BY LUXURY AND UPSCALE HOTEL
CHAINS ARE EXPECTED TO DRIVE GROWTH IN THE MARKET

THE STATE OF HOSPITALITY 2022 7

TALENT GAP OPPORTUNITY
OVER THE NEXT 5 YEARS, THERE WILL BE A SEVERE TALENT GAP FOR
POSITIONS THAT WOULD BE WELL SUITED FOR HOSPITALITY GRADUATES

THE STATE OF HOSPITALITY 2022 8

EXPERTS FROM MOST WORLD REGIONS
INDICATE BETTER PROSPECTS FOR 2022
WHAT ARE YOUR PROSPECTS FOR TOURISM PERFORMANCE IN YOUR
DESTINATION OR BUSINESS IN 2022 AS COMPARED TO 2021?

SOURCE: WORLD TOURISM ORGANIZATION (UNTWO)

UNWTO PANEL OF EXPERTS, JANUARY 2022 SURVEY

THE STATE OF HOSPITALITY 2022 9

DOMESTIC TOURISM, TRAVEL CLOSE
TO HOME, OPEN-AIR ACTIVITIES, NATURE-BASED
PRODUCTS AND RURAL TOURISM IDENTIFIED
AS MAJOR TRAVEL TRENDS IN 2022

SOURCE: WORLD TOURISM ORGANIZATION (UNTWO)

UNWTO PANEL OF EXPERTS, JANUARY 2022 SURVEY

THE STATE OF HOSPITALITY 2022 10

CHANGES IN CONSUMER TRENDS
SHORT-LIVED TRENDS OR HERE TO STAY?

CLOSER MORE RESPONSIBLE

Domestic tourism has shown positive signs Sustainability, authenticity and localhood:
in many markets since people tend to travelers believe in the importance of creating
travel closer. Travelers go for 'staycations’ a positive impact on local communities,
or vacations cloe to home. increasingly searching for authenticity.

GET AWAY LONGER STAYS &

HIGHER SPENDING
Nature, Rural Tourism and Road Trips
have emerged as popular travel choices
due to travel limitations and the quest for 2021 has seen a significant increase
open-air experiences. in spending per trip and longer stays.

SOURCE: UNTWO

THE STATE OF HOSPITALITY 2022 11

MR. LUIS ARAUJO
PRESIDENT OF TURISMO DE PORTUGAL & PRESIDENT
OF THE EUROPEAN TRAVEL COMMISSION (ETC)

Why is there such a labor shortage?

Tourism has faced, over the years, issues of reputation re-

garding its work labor: low salaries and intensive work, in-
stability mainly due to seasonality, no need for trained staff
in order to execute certain tasks, low digitalization of the
sector. If we add to this the need for soft skills trained staff
for many companies outside tourism, the lack of attractive-
Luis Araújo is the President of ness and of qualifications and the ageing of populations in
many touristic destinations (mostly in Europe), it becomes
Turismo de Portugal (Portuguese clear why the sector is facing such a labor shortage.
National Tourism Authority) since What do private actors do to attract and retain talents in
February 2016. this context?

Attract people from other countries or train those who

came to our countries searching for better living conditions
(ex. specific training programmes for refugees); accelerate
digitalization through fiscal incentives, support training as
a benefit for the employee, support entrepreneurship in
the sector, improve digital training programmes both for
young people as for people working; support not season-
He is also President of ETC – European Travel Com- able touristic products; attract longer stays and diversify
mission since September 2020 and President of NEST markets.
– Tourism Innovation Center in Portugal. He has a de-
gree in Law. How can we improve the role of women in Hospitality &
Tourism to have a more inclusive industry?
Board Member at Group Pestana responsible for the
Hispanic America hotels operations Argentina, Vene- Establishing quotas in public and private sector; including
zuela, Colombia and Cuba. He was also Head of Devel- gender parity as one of the most important criteria for the
ESG; supporting leading role of women in private and pub-
opment for the same Continent and Head of Sustaina-
lic sectors; stimulate women visibility in the sector; estab-
bility since the creation of the department in 2009.
lishing strict laws and fines against gender pay gap; Help
women gain power; refuse to participate in public events
From 2001 to 2005 he worked for the Brazilian branch that are not gender balanced; provide training about inclu-
of the company where he was successively Board’s As- sion; create rules of having diversity in teams.
sociate for New Projects in Brazil, Board Member and
Vice President for the Group Pestana in South America,

«
with responsibility for New Business Development and
Area Operations.

He served the Portuguese Government as Head of the

support training
Cabinet of the Portuguese Secretary of State for Tour- as a benefit for the
ism between 2005 and 2007.
employee.

THE STATE OF HOSPITALITY 2022 12

ASHWIN ASSOMULL
PARTNER AT L.E.K CONSULTING

What is your definition of the Hospitality industry? What roles play private and public actors in the state
of this industry and its rebound?
Hospitality includes hotels, package holidays, vacation
rentals and cruises. The private sector is investing significantly in capacity espe-
cially in luxury Hospitality.
What are the economical and financial perspectives
of the Hospitality industry? Do they complement each other or follow
different strategies?
Ashwin joined L.E.K. in 2018 Hospitality contributed ~CHF 8t to global GDP in 2019,
outpacing the growth in global GDP over the past decade. The public actors are very keen to encourage tourism in all
and was previously a Managing parts of the world. For example, markets that have never
promoted themselves for mainstream tourism are invest-
Director at the Education Centre Is the sector showing resilience, how and where?
ing in promotion (e.g. Saudi Arabia). Many government
of Excellence at EY- Parthenon. A recovery has been observed in the market since the agencies are keen to encourage established Hospitality
height of the pandemic in April/May 2020. The rebound brands to invest and build capacity in their markets.
has been sharper in markets (such as China and Mid-
dle East) where COVID-19 cases are relatively lower and What do you think is within this context the role
government regulations have allowed mobility within the of education?
country and internationally. Industry experts foresee a re-
turn to travel driven by pent-up demand and vaccination We are observing a few major trends that the role of edu-
campaign; reaching pre-COVID levels by 2022 Forecast. cation will need to play in ensuring that the Hospitality has
Let’s state of few key actors : the right levels of talent to support the growth of the sector.
Ashwin Assomull is a Partner at L.E.K. Consulting,
head of both the Mumbai and Singapore offices, and “… There is a strong desire to travel again as soon as possi- The sector needs to attract and encourage students from
a founding member of the firm’s education practice. ble, signs of recovery were seen at the end of 2020, but then schools to pursue Hospitality education. Over the next 5
Ashwin has worked on over 300 education-specific cas- the second wave emerged. Thanks to vaccination campaign years, there will be a severe talent gap for positions that
es and has led more than 200 engagements in the edu- we expect a healthy recovery by 2022 …” would be well suited for Hospitality graduates.
cation sector, across all verticals including K-12, Higher - VP HR EMEA, Hyatt Hotels
and Vocational Education, Transnational Education, Operators need to provide higher levels of training and
English Language Training and Education Technology. “… As the vaccine gets widely distributed, we see strong deeper levels of learning through a broader range of Post-
and steady prospects for demand growth in travels. Compa- graduate offerings. Postgraduate courses are more in de-
nies tell us to be anxious to return meeting face to face with mand.
Ashwin frequently advises CEOs of top education com-
their business partners and customers …”
panies and investors on buy- and sell-side diligences, - CEO, Marriot (02/2021) Institutes must also offer more short courses to help stu-
market-entry strategy, and pricing strategy, and full dents throughout their careers to ‘upskill’ and reskill.
potential assessments. He is also a regular speaker at “… Thanks to vaccination campaigns, people will be
industry-leading conferences such as EdEx MENA, allowed to travel again soon. The first step will be domestic
UK-Middle East Education Summit, IPSEF and Abu travels, but by 2022 we expect to have returned to normal
Dhabi Ideas Weekend and has close links with regula- everywhere …”
tory bodies like the KHDA and ADEK. In addition, Ash- - Former HR Director, Mandarin Oriental Group
win is often quoted by prominent publications like The
Economist, Financial Times, Khaleej Times, Gulf News Business travel continues to remain under pressure but we
and Arabian Business. are confident that leisure travel is rebounding and will con-
tinue to grow. In the past, we have seen Hospitality recover
from shocks such as SARS.
He holds a Bachelor of Science from the London School
of Economics and a Master of Business Administration
from London Business School.

THE STATE OF HOSPITALITY 2022 13

ANURAAG BHATNAGAR
CHIEF OPERATING OFFICER - THE LEELA HOTELS, RESORTS & PALACES

Education and learning continues to be important globally. from this thought, The Leela Palaces, Hotels and Resorts has
Is there a need to increase focus on education within the brought forward Leela Leadership Development Program, a
tourism & Hospitality industry? What can be done in regard tailored Management Training programme which trains pro-
to addressing skill gaps through education for Hospitality fessionals in global Hospitality competencies. With a com-
professionals? bination of classroom and on the job training, the blended
learning modules will develop the finest talent who have a
According to a recent study, by the year 2028, Tourism Indus- passion for Hospitality while transforming and fast tracking
Over the years, he has try will contribute $460 billion towards India’s GDP and the their growth as future managers ready to fill in bigger shoes
very next year, it will account for 53 million jobs. Such heavy for the coming generations.
spearheaded world-renowned growth needs to be supplemented with quality education
that can bring out the best of our talent. An education that Such leadership programs are a great opportunity to upskill
Indian and International hotel will not only equip this young talent with the skills they need, the talent and bridge the skill gaps. Learning, training and
but also imbibe values for long term sustenance by providing development is a constant process.
brands through his strategic and students with 360°-degree holistic learning must be the focus
inspirational leadership. of today’s education. What are the challenges of ethical recruitment in the current
economic and social climate of the tourism & Hospitality
There is a huge gap between the pre-set standards of learn- industry (employment of the less qualified workforce and
ing at schools and what happens in the real world. The need young professionals, gender parity of the workforce within
of the hour is to create a system that learns, modifies and the sector and among different job types, levels of qualifica-
adapts with changing times and preferences. The new nor- tions, etc.)? What should be the role of the industry in this
mal today has changed our thinking and is pushing all of us to regard?
adapt, innovate and think differently.
For a while now, we all are witnesses of varying scenarios
Anuraag Bhatnagar, the Chief Operating Officer at The positioning as an epitome of true Indian luxury, while
Besides the ongoing challenges, we need to design a sustain- when it comes to lockdown and travel restrictions. It is all
Leela Palaces, Hotels and Resorts is a dynamic leader scaling the brand’s growth to new heights. His global
able learning model that will keep up with current demands. leading us to an era that no one has lived before, telling us
with a career spanning over 27 years. Anuraag has a mindset and exemplary understanding of the luxury Today, Teaching methods need to be advanced and sensi- go create a path around it and having to build our lives fill-
passion for operational excellence and an unwavering consumer segment is instrumental in leading the brand tive to the needs of different minds, teaching needs to focus ing the gap between a pre pandemic world and of what we
focus on delivering highly personalized and memorable through the next phase of its growth trajectory. on an industry-education collaboration, that will give the best call the new normal. This gap brought in enormous changes,
guest experiences. of both worlds to Hospitality and tourism professionals. From making us shift to a virtual world where learning was restrict-
Anuraag is one of the most felicitated and awarded ho- inspirational guest lectures, sessions with influencers and in- ed to laptop screens and zoom classrooms. However, when
He is a result-oriented leader who is an expert at build- teliers in India. He was recognized as the ‘Hotelier of the spirational achievers, intensive bootcamps, to value-based it comes to the Hospitality and tourism industry, we are in the
ing and nurturing high-performance teams and motivat- Year’ by Vir Sanghvi at the EazyDiner Awards 2017 and learning experiences, a wide variety of happenings need to business of people, experiences and emotions which can-
ing them towards achieving visionary goals. Apart from by Chef Sanjeev Kapoor at the Food Food India Awards be offered to one and all. Only then can we mould potential not always be relayed on a screen. A lot of the work that we
being a seasoned Hospitality professional, Anuraag’s 2018. In 2017, he won an award for the prestigious new talent to become future leaders by strengthening them into undertake is practical, hands-on, focused on face to face in-
taking leadership roles in the Hospitality and tourism industry. teractions that can only be passed on through real life teach-
strategic business acumen and interpersonal skills have category award; ‘COO/VP of the Year – International’ by
ing methods and training.
held him in good stead to create stakeholder value. He Hotelier India.
How can the industry contribute towards the development
is known to effectively align brand values with key busi-
of future leaders? We agree that a challenge persists, but the threats need to
ness initiatives to curate luxury brand experiences with A prolific orator, Anuraag regularly contributes his per- be tackled with a problem-solving approach. The industry
all the knowledge that he has imbibed over the years. sonal and professional time to speak at Academic Insti- The industry is constantly evolving, growing in multitudes needs to sensitize itself for the incoming batch and be more
tutions and industry forums like HICSA. He is an alumnus and will look way too different 10 years from now. The lead- patient with inducting and training them in their new roles.
Anuraag spent his early years with the Oberoi Group of of Delhi University, IHM Pusa and is also on the board of ers of tomorrow should be individuals who can take on re- We need to create a new pathway that will amplify learnings
Hotels before joining Starwood Hotels and Resorts and BW Hotelier and Hotelier India magazine. Anuraag has sponsibility of a globally connected world, that is diverse in and convert them into real-life lessons. With the help of the
subsequently transitioning into Marriott International. also done short Management and Leadership courses its offerings and have the bandwidth to take on challenges Leela Leadership Development Program we have tried our
Post the merger of the two companies, he was the Mul- from the Indian Institute of Management, Bangalore, we haven’t even witnessed till date. So, to shape our future best to build around a world class curriculum that will pro-
ti-Property Vice President for Mumbai, and Goa over- and the University of North Carolina. ready leaders, the industry will have to create resources that vide a solution to the pertaining issues. In partnership with
seeing 12 hotels. He has worked across brands like St. can deploy a new collection of skills and mindsets to lead Indian School of Hospitality (ISH) and in alliance with Les
effectively. The stratagem should have nuances that cater to Roches, an institute of higher education, The Leela is reim-
Regis, W Hotels and The Ritz- Carlton, where he honed He is an avid whisky and food enthusiast whose new-
the needs of the Hospitality and tourism industry and the ex- agining Hospitality education for today’s generation and to-
his skills in delivering luxury Hospitality experiences. found joy is his fitness regime. He enjoys spending his
pectations of a luxury consumer. morrow’s businesses.
Anuraag believes that luxury is all about authenticity, an- leisure time watching movies, listening to music, and
ticipation, innovation, and personalization. relaxing with some reading. Anuraag is an active trek- One way to tackle the plot is by curating a leadership pro- As an industry we need to be more accepting and patient
ker who seeks out new destinations to travel to and a gram that helps refine in-house talent woven into the brand and positively impart learning and skills by deepening the
Known as the ‘Man with the Midas Touch’, Anuraag is family man, who enjoys spending time with his wife, son, and aids in becoming better decision makers by overall foundation and building leaders of tomorrow both in the
dedicated to strengthening and elevating The Leela’s daughter-in-law and their 2 dogs. upskilling, training and development. Taking foreground Hospitality and tourism industry.

THE STATE OF HOSPITALITY 2022 14

CATHERINE CHAUBEAU
HUMAN RESOURCES DIRECTOR ­— LARTISIEN GROUP

What is the current state of the Hospitality, tourism, and functions and the way in which the company values them.
travel industry in France and internationally? How does Future generations expect to demonstrate their entrepre-
France compare to other countries in terms of tourism, neurial spirit and value creation. This is a real challenge for
development and innovation? What are the medium and companies because not all functions are inherently able to
long-term prospects? satisfy these aspirations.

The luxury Hospitality industry has of course suffered great- Lartisien offers this opportunity thanks to its size and family
ly over the past two years. France has been one of the culture as well as an organisation with a hierarchy that is not
Expert in the world of luxury, countries most affected in terms of tourism. We will nev- strongly pyramid-based. Our ambition to develop innova-
er forget the striking images of those iconic palace hotels tive and high-end products is clearly a criterion for ensuring
Catherine Chaubeau has a rich whose gates remained closed for months on end. On the attractiveness. The challenge is to bring more structure to
other hand, some destinations such as Dubai or the Mal- our still modestly sized organisation.
and exciting background within dives benefited from the stricter measures adopted by
several large corporations. other countries, and we took a lot of bookings for these The ultra-swift evolution of new technologies and artificial
locations last year. France, and Paris in particular, is never- intelligence will force companies in the sector to question
theless experiencing strong growth in the luxury Hospitality the definition of required skills and the appearance of new
sector, as evidenced by the openings of the Cheval Blanc professions while preserving service excellence and tradi-
and Bvlgari brands, something that has not happened on tional expertise.
the Parisian scene for a long time.
What role does education, and more specifically continuing
What are the recruitment challenges within the current eco- education, play in your human resources policy?
nomic and social context of the tourism and Hospitality in-
She is a graduate from the CMH school – Internation- dustry, particularly in France and in the countries where you Our company has defined this year – and for the years to
al Hospitality Management – and holds a master’s are represented (Mauritius, Asia, Middle East)? come – the integration and continuing training as priority
degree in social law and human resources manage- objectives within the context of Lartisien’s high-end lux-
ment from “Conservatoire National des Arts et méti- Our company is positioned more as a creator of exceptional ury positioning. This must be a major focus of employer
ers” in France. travel and lifestyle experiences than as a pure hotel play- brands within our field of activity. The luxury industry is an
er. The challenge in terms of recruitment for our business ultra-competitive sector and is no longer confined to ‘The
She began her career in 1998 with the L’Oréal group is to attract talent mainly from the luxury industry by pro- French Exception’.
as Training Manager then joined the Hilton group moting the renaissance of the luxury tourism sector – which
has suffered a lot during the public health crisis – and con- Furthermore, the educational and cultural background
to become Human Resource Manager. In 2002 she
sequently of career opportunities. We also need to ensure of some employees can be a hindrance in achieving our
joined the luxury house Cartier where she successive-
that we remain competitive in terms of technological/digital ambition despite a very strong sense of customer relations
ly held the positions of Director of Human Resources innovation. Some of our functions such as IT for example (which is also the case in the hotel industry). It is the compa-
of Cartier Joaillerie, and Cartier International, then are evolving within a very competitive international context. ny’s responsibility to support its internal talent in acquiring
took on the HR functions of the Cartier North Ameri- new knowledge and expertise.
ca subsidiary in New York to organize, structure and The hotel industry also faces different challenges, as re-
develop the Retail and Corporate teams. cruitment difficulties cannot be solved without an in-depth Do you think that developing internal talent is a priority
reflection on work organisation (managerial culture, work- today?
ing hours, revaluation of professions, etc.)
We have to be clearsighted about the fact that employees
What are the new challenges and expectations for integrat- who are just starting out in their careers and the new gen-
ing the talents of tomorrow and what are their expecta- erations are likely to change companies and work meth-
tions? Are you implementing specific practices to attract ods several times during their careers. The challenge is
these new talents? What is your vision of recruitment and therefore to offer them a working environment and devel-
employment in the next ten years? opment prospects that are sufficiently attractive to retain
them for several years, and to achieve this quickly. Speed
The challenges are essentially based on the new values that and impatience are factors that must be taken into account
the company must embody (diversity, CSR, employees’ in HR policies. The role of management is therefore key in
work-life balance, etc.), the meaning given to each of the identifying teams’ aspirations.

THE STATE OF HOSPITALITY 2022 15

STEVEN DAINES
CHIEF TALENT & CULTURE OFFICER - ACCOR

Currently a shortage of staff is observed at all levels of qual-

ification within the hotel industry. What are the reasons for
it and what are the initiatives you take as a leading actor?

The pandemic has undoubtedly impacted staffing levels

across the Hospitality industry. Hotel workers have left the
At Accor, there are
industry because they have sought a better work-life bal- more than

300
ance with more flexibility in their hours (not working at the
In 2019, Steven Daines was weekend or evening etc.), or because they have been able
to make more money in different fields.
appointed Chief Talent & Culture
We believe that offering incentives to attract and retain
Officer and member of Accor’s employees is essential. Providing new ways of working, types of job available
Executive Committee. training, and development/mobility opportunities are key
to helping employees achieve career progression, allow- across

110
ing them to explore the wider possibilities of the industry.
At Accor, there are more than 300 types of job available
across 110 countries, from chef to IT developer.

What can be done by public authorities to support your

actions? countries, from chef to
Steven Daines is a French and British national. He is During the Covid-19 crisis, governments quickly under- IT developer.
graduated in Economics and holds an MBA in Hospi- stood the economic and social importance of our industry.
tality Management from ESSEC. We have established strong ties and negotiated massive
economic aids to save and support tourism. By creating a
Steven Daines started his career in Florida as a Purser mutual trust, we were able to move forward together. To
on cruise ships before joining Accor in 1994. For 10 face labor shortages, we must give young people a thirst
years, Steven worked in Accor’s subsidiary for Train for the Hospitality sector. It’s for this reason that we would

«
services, Compagnie des Wagons-Lits, in France, the like our industry to be granted exemptions from payroll tax-
es - to encourage employers to hire but also to provide fa-
UK, Spain and eventually in Italy where he was Country
vorable conditions in terms of funding. We also would like
Manager for 5 years. Steven then switched to the Hotel
to see more regulation of apprenticeship schemes.
Now, more than
Business and held several positions in regional hotel
operations, in France and South America. In 2012, he
ever, we believe
What do you think can be the role of education and train-
was appointed General Manager for Formule 1 and ing in this context? that it is important
ibis Budget for France.
Now, more than ever, we believe that it is important that that our people feel
He was appointed at the Executive Committee in our people feel they can progress their career, grow pro-
2014, as Regional CEO in charge of Northern Europe fessionally, and develop their skills within the Group. INES,
they can progress
and Russia. He was afterwards in charge of Middle our e-learning platform, continues to support this ambition their career, grow
East and Africa and of the New Businesses division and enables us to provide ‘learning for all’ – our people can
until end of 2017, joining then Affidea, the European curate a personalized learning journey over 250+ cours- professionally, and
es directly related to our organization and the industry in
leader in the operation of Diagnostic Centers, in the develop their skills
general. We also have our “Accor Academy”, a dedicated
healthcare business.
training center with eight regional academies and over 900
certified trainers, where all Accor employees can undertake
within the Group.
professional training.

THE STATE OF HOSPITALITY 2022 16

ALAIN DUCASSE
PRESIDENT ALAIN DUCASSE GROUP

Currently a shortage of staff is observed at all levels of

qualification within the food service industry. What are the
reasons for it and how can restaurants make their job of-
fers more appealing and attract workforce?
If we had to sum up
The reasons are both structural and conjunctural. In Ja-
his personality in few words: pan, for instance, the difficulties are very much linked to
passion, pleasure, sharing, the full-employment situation and the ageing of the popu-
lation. In Europe, the pandemic and the shut-down of the
harmony, performance, rigor, restaurants led many employees to drastically change their
career plans. The balance between professional and pri-
curiosity, diversity, excellence, vate lives tends to become a crucial issue. From this view-
point, our industry is facing a challenge. For answering it,
respect, audacity and memory. we have to drastically revised our model and invent a new
These are his 12 values, work organization, more respectful of our workforce’s pri-
vate life.
his code of honor.
In restaurants, and in the Hospitality industry in general,
professionals are often promoted into management roles
due to their hard skills, but lack of the necessary soft skills
for the managerial side of their position. How can these
Born in the Landes, Alain Ducasse is at the helm of talents shape their softs skills and acquire the necessary
approximately thirty restaurants, from authentic bis- competencies to become a great leader?

«
tros and casual brasseries to three-Michelin-star res-
taurants, disseminated throughout eleven countries. First, we witness a general raise in the level of vocational
He founded Les Collectionneurs, a network of almost initial education – which makes this problem less impor-
five hundred independent restaurants and hotels in tant since these new, young professionals have already Be curious:
acquired the basis of these soft skills. Then, when this in-
Europe. Passionate by knowledge transmission, he
itial level does not fit the requisites, training is obviously
a chef-entrepreneur
created an international Education division (Ducasse
Education) in culinary and pastry arts which is today
the answer. Besides usual specialised modules, exercises must have his eyes
of role exchange also prove to be very effective to open
developed with the partner Sommet Education, as
well as an editing company specialized in cooking art
people’s mind onto human resources management issues. wide open onto
Upstream, the emphasise must also be put on the identifi-
(Ducasse Edition). cation of individuals’ potential and, even more important, the world.
on the follow-up of their career.
He is now expanding handmade bean-to-bar choc-
olate shops (Manufacture de chocolat Paris, London, What skills and competencies should a chef entrepreneur
Tokyo) handmade bean-to-cup coffee shops (Manu- nurture to succeed in the very competitive world of culi-
facture de café Paris, London), handmade ice cream nary arts? By what means can chefs develop these skills
parlors (Manufacture de glace Paris). and competencies?

Be curious: a chef-entrepreneur must have his eyes wide

He is the advocate of an environmentally-aware cui-
open onto the world. Paul Bocuse, an icon of our trade, was
sine and of a peasants’ agriculture which takes care of
often stating, very proudly and rightly, “I made the cooks
eaters’ health and respects the Planet. He therefore es- step out of the kitchen”. Be daring: by nature, an entrepre-
tablished the Collège culinaire de France where cooks neur must try to develop new projects. S/he must not be
and producers meet and exchange. In the same vein, afraid of failure. They are part of the venture. Be well sur-
he created an accessible version of his eco-friendly cui- rounded – by a team as well as by partners. Carefully chose
sine to be delivered or take away: Sapid. them and listen to their ideas.

THE STATE OF HOSPITALITY 2022 17

PHILIPPE GOMBERT
PRESIDENT RELAIS & CHÂTEAUX

Currently, two of the main issues in the Hospitality industry

are to attract staff, and to retain the existing workforce. In
luxury Hospitality, what are the fundamental reasons for
the workforce turnover? In other words, what pushes the
Hospitality professionals to quit their job and sometimes
to even switch to another industry?
Relais & Châteaux’s
collective vision
Turnover in Hospitality is not unlike turnover in all other sec-
In 2014, during the Relais & tors that are experiencing «The Great Resignation»: it is ev- (UNESCO, 2014)
ident that employees now seek greater purpose. We must
Châteaux annual Congress in be more responsive to talent in the post-pandemic world, is the basis for
empowering them with trust and responsibility while of-
Berlin, he was elected as the fering flexible work-life balance and higher remuneration.
the association’s
President of the group. upcoming employer
How do you address these two challenges of attracting
staff, and to retain the existing workforce at Relais & brand, which will be
Châteaux and the solutions you launched or are going to
launched in late

2022
launch in this regard?

Relais & Châteaux’s collective vision (UNESCO, 2014) is

the basis for the association’s upcoming employer brand,
which will be launched in late 2022. The employer brand
Philippe Gombert is the son and grandson of Paris- will reassert Relais & Châteaux’s values to even better posi-
based hoteliers who originated from the southwest of tion us in a labour market of evolving priorities. Part of this
France. He began his career in the hotel industry when employer brand strategy is the new recruiting site «Relais
in 1982 his family acquired the «Château de la Treyne» & Châteaux Careers» that launched in January, featuring
in Lacave, France, some 150 miles east of Bordeaux. a sophisticated Applicant Tracking System (ATS). Further-
For the next decade, he spent his weeks working in Par- more, our aim is to offer international career mobility to
is as a lawyer and his weekends at the Château, while employees so that they can discover the world and grow

«
his German-born wife Stephanie managed the proper- their career within the Relais & Châteaux network.
ty and family. Ten years later, in 1992, the Château was
accepted as a member of the Relais & Châteaux family.
What are the characteristics of a luxury hotel in 2022 and
what are the skills and competencies industry talent should
passionate and
Passionate since an early age about Relais & Châteaux
thanks to his mother, Philippe served the Relais & Châ-
develop to excel in their position in luxury hotels? How can engaged talent is
talent develop these skills and competencies and what is
teaux association for 12 consecutive years, initially as a the role of education in their development? at the heart of the
delegate and then as a Secretary General.
Our job opportunities must afford employees room for entire Hospitality
the joie de vivre so essential in providing our guests with
the enthusiasm that they come in search of. At a Relais &
experience.
Châteaux, luxury is discreet and rooted in local culture; that
means a warm welcome, an authentic conversation and the
discovery of a new wine. In other words, passionate and
engaged talent is at the heart of the entire Hospitality ex-
perience, and education and growth opportunities are the
recipe for success.

THE STATE OF HOSPITALITY 2022 18

MANDEEP S. LAMBA
PRESIDENT INDIA & SOUTH ASIA —
­ HVS

Education and learning continue to be important global- It is, therefore, imperative that the industry focuses on
ly. Is there a need to increase focus on education within improving compensation standards, defining career de-
the tourism & Hospitality industry? What can be done in velopment paths, and implementing effective succession
regard to addressing skill gaps through education for Hos- planning to attract and retain the talent pool. Moreover,
pitality professionals? emphasizing continual learning and employee reskilling
An established industry through specialized training programs geared toward fu-
leader, Mandeep has The Indian Hospitality industry has grown rapidly in re-
cent decades, employing 8.8% of the country’s workforce
ture leaders can help maximize potential and enhance op-
erations. Industry leaders should devote time and resourc-
won several awards in 2019. However, the industry has long struggled with a es to training the next generation of Hospitality Leaders to
shortage of trained workforce although several students help the industry achieve its full potential.
and recognitions in graduate from Hospitality colleges each year. As per a Min-
istry of Tourism study, the manpower shortage in 2018 was What are the challenges of ethical recruitment in the current
India and abroad for 2.6 million, and the deficit will be 1.1 million in 2025, pos- economic and social climate of the tourism & Hospitality in-
his accomplishments ing a significant threat to the sector’s recovery post-COVID.
Several factors have contributed to this, and educational
dustry (employment of the less qualified workforce and young
professionals, gender parity of the workforce within the sec-
and contribution to the institutions play an important role in addressing them. tor and among different job types, levels of qualifications,
etc.)? What should be the role of the industry in this regard?
Hospitality industry. The immediate need of the hour is for Hospitality institutes
to upgrade their curriculum and teaching infrastructure to Last two years have been difficult. Hospitality companies re-
align with the changing needs of the industry. Skill devel- sorted to layoffs and salary cuts to survive the COVID crisis,
opment courses in culinary, guest services, and communi- and displaced Hospitality professionals were compelled to
cation must be prioritized. It is critical that Hospitality in- find work in other industries. With rising demand, the indus-
Mandeep S. Lamba, President - South Asia, oversees stitutes running undergraduate courses impart knowledge try is now confronted with new obstacles. Companies are
the HVS global Hospitality practice for South Asia. He beyond traditional hotel operations and include a deeper having difficulty in attracting the right talent as experienced
has spent over 30 years in the Hospitality industry of insight into the business of Hospitality. Continuous coun- employees are hesitant to re-join at a lower salary and prefer
which the last 19 have been in CEO positions. Having selling of students on the nature of work, career growth, joining allied industries. As a result of the lessons learned
worked with leading international and domestic Hotel and problems they will experience along the way is equally from the pandemic, Hospitality companies have now learned
Companies such as IHG, Radisson & ITC Hotels, he important, so that the glamour which often attracts young to recalibrate their numbers and deliver ‘more with less’. The
also set up joint venture companies with Dawnay Day aspirants to this field is blended with reality, and students industry must now pass on a share of the savings from re-
Group UK and Onyx Hospitality, Thailand to own and are better prepared for their post-campus Hospitality ca- duced manpower costs toward more competitive compen-
reers. sation and work environments. Industry stakeholders should
operate hotels in India, giving him a broader exposure
collaborate to address these issues, protect employee rights
to the Hospitality business.
How can the industry contribute towards the development for permanent and contract workers, and implement global
of future leaders? best practises to prevent discrimination.
He is a Certified Hospitality Administrator from the
American Hotels Association (CHA), a member of the Hospitality professionals have specific ‘high-in-demand’ While the Hospitality industry has better diversity in recruit-
Royal Institute of Chartered Surveyors, UK (MRICS) competencies such as adaptability, outstanding communi- ment than most other industries, renewing our focus on
and a member of the Tourism Council of CII (Northern cation, and collaboration skills, as well as extensive expo- greater inclusion and diversity will only benefit us. There is
India). His views are often solicited for television and sure to a dynamic 24x7 work environment. Therefore, over enough anecdotal data to suggest that businesses that pri-
print media as a spokesperson for the Hospitality & the past decade, several other allied industries have started oritise inclusion and diversity are more successful than those
tourism sector. hiring Hospitality professionals in their teams. This trend has that do not. In recent years, we’ve seen positive results from
accelerated since the pandemic, as several Hospitality pro- employing differently abled resources, which, when com-
Prior to joining HVS in 2018, Mandeep was the fessionals who were displaced and compelled to find work bined with diversity in race, gender, education, and skills,
in other industries are now hesitant to return to the industry. may help us reach new levels of efficiency.
Managing Director, Hotels & Hospitality Group for JLL.

THE STATE OF HOSPITALITY 2022 19

JANE PENDLEBURY
CHIEF EXECUTIVE
HOSPITALITY PROFESSIONALS ASSOCIATION

What are the main issues and challenges facing your mem- What is the role of, or the need from, education and train-
bers in terms of employment/skills shortages (including ing providers to support this?
specific roles)?
Personal development is a key part of job satisfaction. If an
The UK Hospitality industry has very much been impacted individual feels like they’re standing still and not achieving
Jane Pendlebury is CEO by the effects of Brexit on the labour market. Within con- anything of note in the workplace it’s all too easy for them
tinental Europe, Hospitality is often regarded as a ‘noble’ to look to pastures new and a fresh challenge. By actively
of HOSPA – the UK-based profession and something to be proud of – but UK attitudes encouraging professional development and supporting
tend to see it as a stop gap, a short-term option. With many staff in this, you help to ensure that there’s a sense of re-
Hospitality Professionals EU workers having either returned home, or simply look- ward and growth, but it also helps to tie employees in for
ing elsewhere for work, we’ve been left with a shortfall. Not a period of time. Those committed to a course of learning
Association – whose members only this though, good candidates are now spoilt for choice won’t be keen to jump ship before it’s concluded – helping
span the whole Hospitality and can command premium salaries. Given the impact of you to avoid the downside of those keen to job hop. While
the pandemic on revenues, meeting these salary expecta- it also positions you as an employer who’s keen to foster
spectrum from hotels, venues tions is enormously difficult for many struggling operators. personal growth – something that helps to build longer
term loyalty with staff.
and restaurants to caterers What are the reasons for this, and what initiatives are you
and stadiums. taking to address these gaps? What can be done by government, and other industry/
sector bodies, to help organisations attract, develop and
Brexit, the pandemic and the overall industry image are all retain talent?
causes – creating an unfortunate cocktail of challenges to
overcome. At HOSPA, we’re very much aware of the issues Hospitality is one of the largest employers in the UK, con-
Typical members have commercial responsibility and and trying to do what we can to assuage them wherever tributing an enormous amount to the economy. It often
roles include Finance, IT, Revenue Management, Sales, possible. Recently we’ve launched #ShareYourSuccess – a feels this impact isn’t recognised or indeed appreciated. I’d
Marketing, Operations, HR Managers and Directors. campaign that seeks to encourage those who’ve achieved love for our contribution to be properly valued! Something
success in the industry to celebrate and showcase this to that would hugely help though, is a reduction in VAT, which
Kickstarting her career with a degree in Hotel Manage- encourage others to join us. Alongside this, we’re actively would have an enormous benefit on Hospitality operators
ment, Jane worked with both chain and independent pushing #WhyILoveHospitality as a concept, urging people struggling to stay afloat amidst the current financial climate.
hotels. Thereafter, Jane spent many years assisting ho- to highlight and shout about just what it is that makes them
tels with their technology decisions on Property Man- love the industry. The problems outlined above were also
big focuses at our annual conference, HOSPACE, with sev-
agement, Point of Sale and Revenue Management,
eral sessions dedicated to the topic.
ending up as Vice-President and General Manager of
Agilysys in Europe. What are the emerging talent areas that are needed?

Her relationship with HOSPA was first as a sponsor and It’s pretty much across the board. Within HOSPA’s special-
member, then after volunteering her time assisting with isms though, we’re seeing opportunities in finance, revenue
the HOSPACE Conference and Exhibition she was tak- management and technology in particular, but practically
en on as Head of HOSPA Membership and Events Of- every area is in need of an influx of talent. It’s an excellent time
fice, before being promoted to CEO. for anyone to join the industry as the need is very much there.

« Personal
development is
a key part of job
satisfaction.

THE STATE OF HOSPITALITY 2022 20

ZURAB POLOLIKASHVILI
SECRETARY-GENERAL – WORLD TOURISM ORGANIZATION (UNWTO)

What are the challenges of ethical recruitment in the cur-

rent economic and social climate of the tourism and Hospi-

«
tality industry (employment of the less qualified workforce
and young professionals, gender parity of the workforce
within the sector and among the different job types, levels
Tourism is the of qualifications, etc.)? What is the role of the UNWTO in
these economic and social questions and what actions do
ultimate people- you put in place in this regard?
Zurab Pololikashvili has been to-people sector. Tourism is the ultimate people-to-people sector and one
Secretary-General of the World of the world’s leading employers. UNWTO works with
our Members to ensure the benefits it brings, including
Tourism Organization (UNWTO) jobs and other opportunities, To give just one exam-
since January 2018. ple: more than half (57%) of the students in our Tourism
Online Academy are women, many of them advancing
in their careers through the courses we offer with Som-
Education and learning is currently one of the main pillars met Education. Furthermore, at the global level, tourism
of your actions at the UNWTO. What are the reasons for employs more women than any other sector. To further
putting the accent on education more than other aspects advance equality of opportunity in tourism, last year, in
of the tourism industry? What are the concrete actions collaboration with Hosco, we launched the Jobs Facto-
you put in place in regard to access to education and ry. This initiative connects talent with employers across
training for the tourism and Hospitality professionals? the sector, offering the perfect solution for Hospitality
Prior to this, he worked in a number of high-level roles recruitment and providing access to quality jobs for all.
in both the private and public sectors. After graduating Education has always been a crucial tool when it comes to
with a degree in banking, Mr. Pololikashvili gained ex- innovating in tourism. Putting the focus on training oppor-
tensive experience in the private sector, including with tunities will definitely build a sector that is led by promis-
a prominent role in one of Georgia’s biggest banks and ing tourism professionals. Education is the basis to form a
as CEO of the country’s leading football team, FC Dina- solid and sustainable tourism sector adapted to the new
mo Tbilisi. times. To this end, the Tourism Online Academy, our flag-
ship project in online education, has enabled more than
After a year as Deputy Minister of Foreign Affairs, he 15,000 people from more than 190 countries to train and more than half

(57%)
reinforce their knowledge of the tourism sector. The main
was appointed the Ambassador Extraordinary and
objective is to democratize access to quality education.
Plenipotentiary of Georgia to Spain, Andorra, Algeria
and Morocco in 2006, and was then his country’s Min-
What is the strategy behind developing partnerships be-
ister of Economic Development between 2009 and tween UNWTO, which is a public actor, and private insti-
2010. In this position, Mr Pololikashvili oversaw the de- tutions? How privileging relationships with the industry
velopment of tourism within Georgia, establishing the
sector as a leading employer and contributor to nation-
actors in tourism and in Hospitality education helps you of the students in our
identifying the skill gaps of the workforce and assess of
al economic development. the right actions to launch? Tourism Online Academy
At the 23rd General Assembly of the UNWTO, Mem- Public-private collaboration is essential. Adapting every are women*
ber States unanimously approved his plan of action part of the tourism sector so that it can effectively meet
for global tourism, including the landmark Agenda for the current challenges relating to safety and security, as
well to constant changes in consumer demands, includ-
Africa and his focus on promoting tourism as a driver of
ing the rise of digitalization should be a shared priority.
gender equality, job creation and rural development.
Partnerships with key private stakeholders allow UNWTO *SOURCE: UNTWO

to enjoy a fuller vision of the challenges and opportunities

facing our sector, allowing us to work more effectively to
ensure that tourism benefits each and every community,
leaving no one behind. More specifically, working shoul-
der to shoulder with top education institutions enables us
to better understand the skill gaps of the sector and how
to reduce them.

THE STATE OF HOSPITALITY 2022 21

MS. MARIBEL RODRIGUEZ
SENIOR VICE PRESIDENT MEMBERSHIP
& COMMERCIAL WTTC

What are the economical perspectives of the Hospitality

industry?

Latest research from WTTC shows that as the world finally

begins to recover from pandemic, the sector’s contribu-
tion to both the global economy and employment could the sector could create
reach almost pre-pandemic levels this year. With regards to
jobs, our latest studies show that if the vaccine and booster 58 million jobs in

2022
rollout continue at pace this year, and restrictions to inter-
Accumulating over 20 years of national travel are eased around the world throughout the
year - the sector could create 58 million jobs in 2022, to
sales, marketing, communication reach more than 330 million, just 1% below pre-pandemic
and commercial experience. levels and up 21.5% up on 2020.
to reach more than

330
Why is there such a labour shortage?

Recently, WTTC published a report on staff shortages to-

gether with Oxford Economics. Results reveal staff short-
ages across the six countries analyzed, with employment
demand starting to outstrip the available labour supply. As million, just 1% below
unemployment rates decrease due to the rising demand,
Travel & Tourism businesses are struggling to fill availa- pre-pandemic
Maribel Rodriguez joined WTTC in 2014. She has built ble job vacancies. One contributing factor to rising staff
an extensive network within the Travel and Tourism shortages is that a number of furloughed or laid off Trav-
industry public and private sector, accumulating over el & Tourism employees moved to other sectors or out of
20 years of sales, marketing, communication and com- the labour force entirely during the crisis. Addressing the
mercial experience in Europe and Latin America in the challenge of staff shortages within the sector will require
airline and Hospitality industry. She was an Executive the prioritization and implementation of policies and initi-
Commercial Director and Board Member for Trav- atives, ranging from the facilitation of labour mobility and
elodge Hotels Spain from 2008 to 2014. remote work (where feasible), the upskilling and reskilling

«
and retention of the workforce, to the provision of safety
nets and enabling decent work.
Prior she spent 11 years in the aviation industry, gain-
ing extensive experience in all aspects of commercial How can we improve the role of women in Hospitality & Working together
aviation managing among others the introduction of
low-cost airline operations into the Southern European
Tourism to have a more inclusive industry?
with public, private
market for Virgin Express, Go-Fly, EasyJet and Ryanair. Working together with public, private sector and academ- sector and academia
She also worked for British Airways for Spain, Portugal ia to work towards an increased representation of women
and France. Maribel has an Executive MBA at ICADE in senior leadership positions within the Travel & Tourism to work towards an
Business School, a Degree in Industrial Psychology sector (T&T). In the WTTC, we have launched a Women
from the University of Salamanca and holds a Senior Empowerment Initiative that will, through the creation of
increased representation
Executive Program for Travel & Tourism at IESE & JSF. a Women’s T&T Advisory Group and broad consultation of women in senior
She speaks fluent English, Portuguese and a good level across stakeholders, identify key activities and best prac-
of French and Dutch.
tices to support women leadership in the T&T sector. Also, leadership positions
Maribel as President of Women Leading Tourism is work-
ing closely towards different goals among others: Gath- within the Travel &
ering and sharing information about women presence in
organizations, involve all agents to promote collaborations
Tourism sector (T&T).
with public and private sector or promote leadership in the
travel sector.

THE STATE OF HOSPITALITY 2022 22

sommet-education.com