In recent weeks there's been extensive job cuts in the visitor attraction sector. Covid made that inevitable, but how do you plan a new operating model with less staff?
I worked in operations at the National Trust for many years. During that time, our staff numbers increased in line with the growth in visitors. We always thought hard about it, but while income grew we could usually justify an increase in payroll.
That is no longer the case - anywhere in the attraction sector. Visitors will return but in the short-term, places will have to adopt new operating models to maintain great customer service and deliver memorable experiences. So what changes can you make to maximise your operational resource?
Review your daily operation. There will be tasks you previously considered essential. Identify the new 'must-dos' and be robust in sticking to them in the short-term
Think about flexible staffing resource that can work across departments. People with great customer service skills can work across front-facing teams so consider recruiting generalists, train them in the skills they need, but focus on getting the recruitment process right
Use short-term seasonal contracts where appropriate to increase your flexibility and reduce longer-term overheads. These can be ended or extended as the need changes. These can also help you provide work for your local community
Outsourcing back-of-house services like cleaning seems expensive. But in doing it you have no staff overheads and can be flexible according to how the need fluctuates during the year. Make flexibility a criteria when you tender the contract and build it into your agreement
Opening up a large restaurant or shop might not be cost-effective if you're not getting the footfall. Identify your most cost-efficient hours and maximise them, focusing your team on great customer service and up-selling at those times
And think about pop-ups. They don't have to be expensive, but offer you great flexibility, especially in catering. Look at your demographics, your entry times and key features to help select the best places and times for your pop-up. And don't forget to test, evaluate and change as you might not get it right first time
Work in partnership. If you don't have the budget for a pop-up, consider working with someone who runs a mobile business. You can offer them space for free to enhance your visitor experience and as a loss-leader, you can charge them for space or you can take a cut of their takings. You can also change this as visitor numbers increase
Plan for growth as you won't remain this quiet. Think about the strategically important roles you'll need to grow and to manage organic growth. Where would you need to be to recruit these posts?
Restructuring your team is challenging, but essential to maximise the resources you have. It leads to cost savings, increased flexibility and greater efficiency which your business needs right now. This the kind of planning I can help with.
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