How to Empower Your Team to Champion Sustainability in the Hospitality Industry
Photo by: PARKROYAL COLLECTION Marina Bay, Singapore
A simple yet powerful shift towards sustainability can transform your business into an eco-friendly powerhouse. But this isn't just about swapping plastic straws for paper or reducing water usage. It's about building a team that understands and embraces the core principles of sustainability — a team that is ready to lead a sustainability revolution in hospitality and tourism.
And this journey begins with effective sustainability training for your employees — equipping your staff with the necessary knowledge and tools to drive this change.
But how can you cultivate this holistic mindset within your team to meet the growing demand of eco-conscious guests, stand out from the crowd, and put your business on the right track to a sustainable future?
We interviewed hospitality industry leaders, educators, and practitioners to shed light on this topic.
Understanding the Local Hospitality Market's Sustainability Needs
Understanding and implementing effective sustainability training is key to transforming the hospitality and tourism sector.
However, this is a more than one-size-fits-all approach.
The training should reflect the unique factors of the place or community, the region's unique geographical landscape, socio-economic progress, current challenges, and financial support from stakeholders.
"Asia's environmental conditions, such as diverse ecosystems and climate vulnerabilities, require sustainable practices that preserve local habitats. To safeguard local cultural heritage, it is crucial to strike a balance between tourism growth and cultural preservation," says Samir Thapa, Founding Partner and Director of the American Hospitality Academy IHMS of USA and Chairman/Founder of Silver Mountain School of Hotel Management in Nepal. Thapa also serves on the International Board of the Asian Ecotourism Network (AEN).
"Economically, socio-economic gaps necessitate inclusive approaches to benefit local communities. Staff training programs should include environmental education and cultural sensitivity training, and emphasize community engagement. This would ensure a holistic understanding of sustainability that aligns with the unique dynamics of the Asian hospitality and travel industry," he adds.
Kevin Phun, Director at Center for Responsible Tourism Singapore, highlighted that "our cultures do not have as much equality as Western countries, and our minority tribes and indigenous peoples sometimes do not get fair treatment. That is perhaps why tribes, communities, and civil societies play an important role in Asian countries."
Therefore, customizing sustainability practices to local cultures and environments becomes essential.
"Some Asian societies still have beliefs and traditions that revolve around nature; ancient practices that behold natural landscapes like hills, rivers, and mountains. In Bhutan, for example, mountaineering is not allowed, mainly due to religious beliefs."
A sample of varied tourism experiences across Southeast Asia by Khiri Travel: the Pasola festival and Komodo Island, Indonesia; understanding traditional fishing methods in Vietnam
Tailoring Training Programs to Address Uniquely Asian Issues
Yet, adopting sustainable practices is not just about preserving nature. Phun explains that sustainable practices should also involve addressing poverty exacerbated by environmental issues in Asia. For example, deforestation, salinization of rivers, droughts, and biodiversity loss due to urbanization negatively affect the livelihood of millions of people in Asia.
"Training programs should talk about these prevalent issues that worsen poverty. Poverty reduction projects in the West may not apply exactly here in Asia because the factors that cause poverty here are different," he adds.
Region-specific training programs that take cultural nuances and local resources into consideration can often produce the most positive results. As culture affects how climate adaptation takes place, training should be tailored accordingly. This approach ensures that sustainability training programs are not just imported from the West but are uniquely Asian—rooted in the region's rich cultural heritage and addressing its unique challenges.
Understand and incorporate location-specific factors in training, such as cultural beliefs, natural resources, and region-specific issues.
Margie Tay, Director of People & Culture at PARKROYAL COLLECTION Marina Bay, Singapore, shares that their sustainability training has been developed with the following key concepts in mind:
provide a general understanding of the current state of our climate, including global warming and its associated threats
highlight the benefits of operating sustainably, such as environmental conservation, cost savings, and improved operational efficiency
showcase the hotel's commitment to sustainability through specific initiatives, such as the installation of solar panels to conserve non-renewable energy sources, which is highlighted in the hotel's educational materials
emphasize the importance of integrating sustainability into day-to-day operations as a means of reinforcing the concepts taught
All new Associates are required to go through the sustainability training as part of their 60-day orientation program.
On top of the sustainability training, Associates are invited to participate in an exciting race around the hotel to identify cultural sites and key tourist attractions in the area.
"Our hotel realizes that sustainability is not solely about environmental conservation, but a holistic approach to conserving our heritage, resources, and human capital," says Tay.
Before the training concludes, an end-of-training quiz challenges Associates to achieve a perfect score, cementing the effectiveness of their learning experience.
Photos by: PARKROYAL COLLECTION Marina Bay, Singapore
Key Elements That Make Sustainability Training Effective and Actionable
Thapa shares the following strategic steps to make sustainability training in the hospitality and tourism sector effective and actionable.
Develop role-specific content: Connect sustainability practices to each staff member’s duties, making training relatable and showing employees how they contribute in their daily roles. Also, align training goals with sustainability objectives to emphasize the importance of sustainable practices and staff's role in achieving them.
Provide hands-on experiences: Use case studies, simulations, and practical exercises to translate theoretical knowledge into actionable steps.
Set clear, measurable goals and ensure accountability and ownership among staff: Establish sustainability goals that can be tracked and measured. This offers a tangible way for staff to monitor progress and witness the impact of their efforts.
Using a sustainability management platform can help you set and monitor your sustainability goals, and engage employees in the process.
PARKROYAL COLLECTION Marina Bay conducts internal audits annually as part of its Global Sustainable Travel Council (GSTC)-accredited certification application and renewal. They serve to ensure that its Associates have a clear understanding of sustainability and the various initiatives implemented in the hotel.
"By working with external organizations to be internationally certified, the certification process acts as a guide to help our hotel streamline operations to become more sustainable. The periodical audit further reinforces the effort to operate sustainably. Should there be any non-conformance during the audit, it will be flagged out to our hotel management to correct before the certification is renewed," explains Tay.Implement ongoing training: Sustainability practices and industry trends evolve. Keep your staff updated with continuous learning opportunities.
- Incorporate sustainability practices into regular staff meetings.
- Share success stories, industry updates, and new initiatives regularly to keep sustainability top of mind for everyone.
- Provide ongoing support and resources. Offer resources such as manuals, toolkits, or online platforms for staff to continually access information and stay updated on sustainability practices.Create incentive programs: Encourage staff involvement and instill a sense of pride in their contributions to sustainability efforts with rewards or recognition programs. Celebrate successes and recognize efforts.
Align training with company values: Ensure that your sustainability training reflects the organization's core values. This strengthens company culture and reinforces commitment to sustainable practices.
Facilitate open communication: Encourage feedback and open discussions about sustainability. This promotes engagement and allows for continuous improvement.
Photo by: Silver Mountain School of Hotel Management
Engaging and Motivating Staff in Sustainability Initiatives
To motivate staff to adopt sustainable practices, Thampa suggests designing inclusive goal-setting and creating recognition programs that celebrate their efforts and achievements.
At PARKROYAL COLLECTION Marina Bay, the Marketing and Communications department actively shares news on the hotel’s wins in sustainability awards locally and globally.
"With time, our Associates grew a sense of pride in their employment with the hotel. This is because our Associates realized that their effort had a direct impact on our hotel’s sustainability efforts," says Tay.
The hotel's People & Culture department also regularly organizes events and gatherings to reward its Associates for their good performance.
"These events are ways in which our hotel’s management shows appreciation to our Associates. In such an environment, our Associates are further motivated to commit to our hotel’s objectives and goals, which include how we operate responsibly,” adds Tay.
Another effective way to engage staff is by involving them in decision-making processes and giving them a sense of ownership over sustainability initiatives.
Allowing for job rotation and cross-departmental training can also help enhance understanding and commitment to sustainable practices across all levels of the organization.
"For instance, a front desk receptionist could spend time in housekeeping to understand the need for inventory control, especially for materials that challenge sustainability audits. Similarly, housekeepers could spend time at the front desk to understand the reasons behind guests' requests for alternatives to plastic bottles in rooms and why hotels choose to provide them," elaborates Phun.
Additionally, providing opportunities for staff to volunteer and participate in sustainability projects can also help cultivate a sense of pride and connection to the cause.
These activities will not only increase employee engagement but can also inspire other team members to do their part.
Overcoming Challenges in Implementing Sustainable Practices
There can be challenges when implementing sustainable practices, such as resistance to change, lack of awareness, or limited resources.
To overcome these challenges, communication is key — always be transparent about the reasons behind any changes and provide your staff with the tools and knowledge they need to succeed.
Tay shares PARKROYAL COLLECTION Marina Bay’s strategy to overcome their Associates’ resistance to change, which is the integration of sustainability into their Associates’ workflow and journey map.
"Our management understands that we cannot increase the workload of our Associates just because we want to operate sustainably. Hence, every sustainability initiative is carefully curated to work around the workflow of our Associates. The sustainability effort is integrated into their workflow to minimize interruption to their daily responsibilities," she explains.
One example she shared is omitting plastic water bottles in the guestrooms.
"Without the plastic bottles, our housekeepers will now have to prepare glass bottles of water for guests’ in-room consumption. However, no additional workload is created as the housekeeper will not need to keep track of plastic water bottle inventory and restock plastic water bottles in guest rooms in the future. Should the guests need to refill their water, a water filtration system is available in every guest room for the guests to refill their bottle."
Creating a long-term commitment to sustainability within your workforce is essential for the success of any sustainability initiative. Engaging staff at all levels is crucial. From top management to frontline employees, everyone should be involved in sustainability training to ensure consistency and dedication across the entire organization.
According to Thampa, to successfully overcome implementation challenges and build a sustainability culture within your team, you need to encourage clear communication, establish incentive programs, provide ongoing training and support, and lead by example.
Cultivating Conscious Leadership and Inclusive Culture
Indeed, the commitment of leaders to sustainability is a pivotal factor in driving the successful implementation of sustainable practices within an organization. Leadership's active involvement sends a powerful message to employees, indicating that sustainability is not just a peripheral concern but a core business value.
Integrating Sustainability into Company Culture
When leaders set the tone by integrating sustainability into strategic decisions, demonstrating accountability, and investing time, resources, and personal commitment, it inspires the workforce to follow suit.
This commitment facilitates the creation of a culture of sustainability within the company, promoting innovation, enhancing reputation, and ultimately leading to improved operational efficiency and competitiveness in the market.
However, integrating sustainability into a company's culture can be challenging, particularly in industries like travel which have been commoditized by the advent of online platforms. Yet, with the right strategies and strong leadership, these obstacles can be overcome.
"I may have had it easier than others, as we started Khiri Travel in 1993 with sustainability as our foundation," shares Willem Niemeijer, CEO and Founder of Khiri Travel and Chairman, Khiri Reach Foundation.
At that time, the company was expanding its tourism services throughout the then-just-opened Indochina region (Laos, Vietnam, and Cambodia) with sustainability embedded into the company's culture, along with staff training and destination development. As the company grew, community involvement and nature conservation remained central to its mission.
Faced with the challenge of commoditization, Khiri Travel focused on highlighting the fundamental motivations of travel: discovering diverse cultures, taking a break and rejuvenating amidst nature, and connecting with fellow human beings. This strategic approach enabled the company to differentiate itself from online platforms and stay true to its mission.
"Khiri Travel emphasizes the reasons why people travel in the first place – or rather, why they enjoy it – namely, learning about other cultures, recharging in nature, and interacting with fellow humans. People are once again going for our take on travel, while online platforms are merely another tool in the box."
Photos by: Cardamom Tented Camp
Maintaining Personal Commitment to Sustainability
In the face of business pressures, how can business leaders uphold their dedication to sustainability?
“The answer to business pressures lies in staying true to your company’s mission. Your mission is above short-term gains or losses.”
Niemeijer believes that sustainability does not come top-down but needs to be integrated throughout the company's operations. This involves hiring people aligned with the company's mission and ensuring products are also aligned.
He also stresses the importance of balancing the Triple Bottom Line: Profit, People, and Planet. This means ensuring business decisions consider not just profitability but also their impact on people and the environment.
Showcasing Sustainability: A Rewarding Journey
Focusing on maintaining a company-wide commitment, Niemeijer says, "It's not just me, but rather the entire organization that makes initiatives come to life."
Leaders can inspire and promote sustainability within their organizations through specific actions or initiatives.
For example, Khiri Reach, the charity arm of Khiri Travel, supports grassroots environmental and community programs. "Since its creation in 2007, Khiri Reach projects have ranged from helping earthquake and flood victims in Laos and Lombok to assisting with gibbon and turtle rehabilitation in Phuket and Myanmar, supporting tourism workers during the Covid years, building water wells, and helping set up community-based tourism in Cambodia."
Children of the Duang Prateep Foundation in Bangkok, Thailand. In 2023, Khiri Reach donated equipment and food to support the children.
In November 2023, Khiri Reach won the global 2023 Skal Sustainable Tourism Award in the tour operator category. "The judges recognized our charity efforts of 'Sixteen Years of Reaching Out in Asia'," says Niemeijer proudly.
These initiatives not only have a direct beneficial impact on communities or ecosystems in distress but also create a strong and justified employee feel-good factor. When recognized with an external award, it boosts morale and strengthens the commitment to sustainability.
"It is especially rewarding for everyone when Khiri’s work is also acknowledged with an external award. It’s a righteous circle. A win-win."
Niemeijer's foundational involvement with the Cardamom Tented Camp conservation lodge in Cambodia is another noteworthy initiative. The ecolodge supports the conservation of 18,000 hectares of lowland rainforest, with profits financing patrols to keep the forest free of illegal activities.
"These initiatives are not only great examples of sustainable and responsible tourism. They inspire our teams and others in tourism to do good too," he concludes.
Photos by: Cardamom Tented Camp
Conclusion
Properly training your staff on sustainable practices is vital for the success of any hospitality and tourism business.
By aligning training goals with your overall sustainability objectives, implementing effective strategies, and actively engaging and motivating your staff, you can foster a strong culture within your team-centered sustainability principles that will benefit your business and the environment in the long run.
