The following broadcast is an excerpt of a recent live lecture presented by The Tourism Academy's Stephen Ekstrom to a group of entry-level hospitality students studying hotel and restaurant skills to aid in sustainable tourism development of their communities, which border on UNESCO World Heritage sites.

Steve Ekstrom, CEO and co-founder of the Tourism Academy, recently shared valuable insights from his extensive experience in the hospitality industry. He highlighted five essential skills learned from his early days as a waiter and bartender. With programs running on four continents and an average of 6,000 daily students, the Tourism Academy focuses on leveraging tourism for sustainable economic and cultural development.

Customer service emerged as a foundational skill, emphasizing the importance of anticipating and meeting customer needs promptly and effectively. Ekstrom stressed the value of understanding the holistic visitor experience, including the need for authentic local interactions.

Effective communication, active listening, and positive framing were emphasized as crucial in hospitality and beyond. Ekstrom illustrated the importance of clear communication and proactive problem-solving, empowering staff to enhance guest experiences.

Multitasking and time management were highlighted as essential for juggling multiple tasks while maintaining service quality. Ekstrom emphasized the transferability of these skills to various industries, including leadership and project-based roles.

Lastly, teamwork and collaboration were underscored as vital for delivering exceptional service. Ekstrom shared examples of how effective teamwork contributes to a positive workplace environment and customer satisfaction.

During the discussion, emerging trends like robotics and automation in hospitality were addressed, emphasizing the importance of balancing technological advancements with authentic, local experiences tailored to visitor preferences.

Ekstrom concluded with a message of inspiration, encouraging continuous learning and improvement. He echoed Maya Angelou's wisdom: "Do the best you can until you know better. Then when you know better, do better." He expressed gratitude for the opportunity to engage with students and looked forward to further educational collaborations.

{{cta('b0bae044-f1ad-4d53-8aec-bd61f4894c04')}}

Business Class is brought to you by The Tourism Academy - harnessing the power of science, business psychology and adult education to advance the tourism industry and build sustainable economies. Learn how to engage your community, win over stakeholders and get more visitors at tourismacademy.org.

Support the Show.

Join us for an insightful conversation between Stephen Ekstrom, CEO of Tourism Academy, and Cassandra McAuley, industry expert and managing director at MMGY Global, as they delve into their unique career journeys and the transformative power of storytelling in tourism.

In the first segment, Cassandra shares his diverse path from the science center to emergency services and eventually to MMGY Next Factor, her transition from communications to the dynamic world of tourism. Both emphasize the importance of continuous learning and the pivotal role of influential mentors in shaping their professional trajectories.

Moving into the heart of the discussion, Cassandra elaborates on her mission to transform destinations through storytelling and community engagement. Together, they explore the evolving roles and debunk myths within the industry, emphasizing the need for inclusive dialogue and collaboration to unlock a destination's full potential.

In the subsequent segment, Cassandra provides invaluable insights into consulting, emphasizing the importance of understanding diverse perspectives and staying abreast of industry trends, including AI and sustainability. Stephen adds depth to the conversation by highlighting the criticality of sustainability in tourism and the challenges in effectively communicating its significance to stakeholders.

Concluding on a lighter note, Stephen shares his nomadic lifestyle experiences, offering a glimpse into the adventure and fulfillment derived from his travels. Cassandra and Stephen exchange thoughts on the value of living in the moment, taking time off, and leaving a positive impact on the places they visit.

Tune in to gain valuable insights into the intersection of tourism, marketing, and sustainability and discover the profound impact of storytelling in shaping destinations and lifestyles.

Business Class is brought to you by The Tourism Academy - harnessing the power of science, business psychology and adult education to advance the tourism industry and build sustainable economies. Learn how to engage your community, win over stakeholders and get more visitors at tourismacademy.org.

Support the Show.

Richard Peterson, President of the U. S. Cultural and Heritage Marketing Council, shares insights on cultural tourism, emphasizing the importance of storytelling, community engagement, and visitor experiences. He discusses the intersection of culture and heritage in tourism, the evolving traits of cultural travelers, and the significance of local engagement and personal connections in enhancing visitor experiences.

Business Class is brought to you by The Tourism Academy - harnessing the power of science, business psychology and adult education to advance the tourism industry and build sustainable economies. Learn how to engage your community, win over stakeholders and get more visitors at tourismacademy.org.

Support the Show.