Episode #35
How Much Did Your Team Forget This Year? Find Out What Knowledge Walks Out the Door Every High Season.
Every high season, tourism businesses relearn the same lesson: brand standards, guest-complaint scripts, vehicle checks, housekeeping routines, all explained again to a new crop of seasonal staff, because the people who knew it last year are already gone. It's treated as an unavoidable cost of seasonal work, but it's actually a documentation gap hiding in plain sight. In this episode, Samantha unpacks why that gap matters more for sustainability specifically. No two operators define sustainability the same way so how a complaint gets handled will have to live somewhere other than one manager's memory. She walks through what this looks like for an accommodation's housekeeping turnover and for a tour operator managing freelance drivers, and reframes the fix. Knowledge was never lost because it was hard to learn; it was lost because it was never captured outside one person's head. That single-point-of-failure risk is exactly what auditors probe under the labour and training section of any sustainability certification. Connect with Samantha Smits on LinkedIn or her website . Are you a tourism CEO looking to protect your international contracts and cut daily operational costs? Download your free copy of the B2B Tourism Blueprint here to stop cash leaks, satisfy international agents, and stay ahead of strict compliance rules. Ready for direct advice? You can plan a Match Call with me here . Love the show? Please follow, rate, and review The Sustainability Edge: Your Tourism Podcast on your favourite podcast app. Your support helps us reach more visionary leaders in the industry. The Sustainability Edge is hosted by Samantha Smits, your guide to turning sustainability into a competitive edge.
