Consumer behavior, reputation management, customer experience, and team management were some of the topics discussed at the 2nd National Meeting of Resort Operators, held at the Costao do Santinho Resort in Florianópolis (SC). More than just updates and networking, the meeting, which brought together managers from Brazil's leading resorts, unveiled trends and reinforced the paths to be followed in a highly competitive segment like Tourism.
The event spanned three days of lectures, data presentations, and experience sharing, bringing numerous reflections to executives from the country's top resorts. Daniela Rocco, Director of Sales and Marketing at Costao, emphasized the importance of the in-person event. "It was a pride and a pleasure to welcome all our friends here at Costao. The event was fantastic, with various insights that always bring professional enhancement to the daily management practices of business and sector demands," she stated.
The central theme of the 2nd National Meeting of Resort Operators was "The customer experience." "The theme reinforced what we have been highlighting daily to our employees. The customer experience is the most important to provide a unique and differentiated service." The event pointed to two strong trends in the sector at the moment: customer personalization and loyalty, and the creation of a frictionless digital experience, with Artificial Intelligence as a facilitator.
Some data presented during the event also help provide an overview of the current market scenario. For instance, according to data from the Hotel Budget 2024 survey, produced by Noctua Advisory in partnership with Hotelier News, tourism has already recovered to pre-pandemic levels, driven by the performance of Leisure travel.
Another important piece of data presented by Tiago Mondo, a professor at the Federal Institute of Santa Catarina (IFSC), revealed that the resort segment is generally well-rated by clients. "Indeed, the pandemic is behind us, and the positive numbers we've seen over the past two years prove this. The positive evaluations show that resorts understand their demands and clients very well, paving a path of perspectives, thinking about the future and the sector's overall evolution," comments Daniela.
Another topic discussed at the event was sustainability. The concept is increasingly integrated into operations, but it's still necessary to understand how it can transition from an operational cost to become an ally in valuing the customer experience. "The ESG concept is already integrated into the sector in various ways, from the origin of raw materials used in gastronomy to social practices with employees and governance in business structuring. At the event, this topic was heavily debated and is surely a road of no return," concludes Daniela.