The trade is being urged to work with suppliers and manage customers’ expectations amid fears service levels in overseas resorts could be affected by the global recruitment crisis.
Bharat Gadhoke, head of commercial at The Specialist Travel Association (Aito), urged travel firms to flag any concerns, adding: “It comes down to being open and honest with customers, and managing expectations.”
Abta director of industry relations Susan Deer said solutions could be agreed with suppliers in order to minimise the impact on consumers.
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The Advantage Travel Partnership chief commercial officer Kelly Cookes said: “Any possible drop in service is a concern, but so far, this is not leading to complaints.”
“A few” members have reported feedback from clients citing a dip in hotel service levels, she said.
Sunvil managing director Chris Wright said the issues overseas were already being ironed out. “We’ve had situations where not all of the restaurants are open in Italy and Portugal, but it seems to be resolving itself now,” he said.
“Everyone is struggling for staff, but most are working hard with the staff they have to try to deliver a seamless service.”
Many hotels opened with reduced capacity following the pandemic in an attempt to minimise issues for customers and allow time to recruit and train staff.
Atlantis The Palm, in Dubai, is keeping room occupancy levels at about 80% capacity to ensure high standards of service.
Speaking at the Aspire Leaders of Luxury conference, the hotel’s vice-president of sales, Kyp Charalambous, said: “Every resort has the choice.
“Do you push the envelope and go to 100% occupancy, or do you have a level that is sensible for the customer experience to be the best?
“We are content at 80%-81% occupancy, to ensure we deliver the service that is now expected over and above previous years.”
Other hotels that are fully open told Travel Weekly they do not anticipate service issues.
Constantinou Bros Hotels has four properties in Paphos, Cyprus, and hosted more than 120 agents on educationals last year. UK sales and marketing manager Mark Richardson said: “We are fully operational and everything is open.”
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