Culture and reputation – keys to success in the tourism industry
Richard Lauder considers that culture is the key performance driver for delivering high levels of customer satisfaction in tourism businesses. He sees that organisational reputation with key stakeholders, is becoming ever more important as part of tourisms licence to operate as the sector continues to grow.
The IoD’s Four Pillars of Governance Best Practice notes that “an effective governance culture can be developed and fostered through a combination of good relationships, architecture and processes”. How does the Board and the CEO work together to drive culture? And how do some of the unique aspects of the tourism industry impact on organisational culture?
As Chief Executive of Real Journeys Richard has built on the company’s sixty-year history in tourism and has a vision of delivering iconic tourism experiences to all travellers to New Zealand.
Under Richard’s leadership, Real Journeys has invested in improvements to the quality and capacity of its core experiences and has grown its portfolio of tourism businesses, more than doubling the company size and reducing seasonality effects to provide higher levels of sustainable employment for staff. The company purchased Cardrona Alpine Resort, the International Antarctic Centre in Christchurch, and developed an active tourism brand by acquiring and combining five local tourism companies as ‘Go Orange’. Richard has also led the development of Canyon Food and Brew Co, and Real Journeys recently secured the rights to develop Cardrona into the Soho Ski Area, which will ultimately result in New Zealand’s largest alpine resort.
Richard is the deputy chairman of Tourism Industry Aotearoa, sits on the government appointed Milford Opportunities Group, is a director of online educational company Joy Business Academy and is a Chartered Member of the Institute of Directors.
Richard will outline the Real Journey’s story and how he sees culture driving success in the industry.
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