Hilton head of Australasia calls for ‘bravery’ in tourism sector as industry aims to rebuild from pandemic

The new Australasian head of one of the world’s largest hotel chains says the emergence of “revenge tourism” is a trend to watch as he urges the still-pandemic recovering tourism and hotels sectors to be brave in overcoming challenges. Hilton’s Paul Hutton, in Perth this week, said labour shortages across the world were leading hotels to cap occupancy to ensure basic expected services could still be provided. While they were yet to affect the group’s four WA properties — two Hilton Doubletrees in Elizabeth Quay and Northbridge, the 54-year-old Parmelia in the CBD and the Garden Inn in Albany — Mr Hutton said revisiting school-leaver apprenticeships needed to be considered as the sector grappled to rebuild its workforce. “Our biggest challenge imminently and for the next four to five months is the labour market. It’s past critical,” he said. Many in tourism and particularly hotels, including Mr Hutton’s own daughter, moved to other industries during the pandemic and would either need to be replaced in a tight labour market or enticed back through pay, conditions or career options, he said. Recruitment — which could now even include same-day hiring — was often focused about potential roles an applicant could look to fill later in their time with Hilton, Mr Hutton said, rather than solely whether they were qualified or the right candidate for the role that they had applied for. “We have some places where we have had to cap occupancy because we simply can’t check them in, can’t check them out, can’t serve breakfast,” he said. Mr Hutton said the industry was working together to bring people back, which could include those just starting out and mature workers returning to employment. “There’s a real push now for the industry — we need to reignite passion in the industry,” he said. “There’s a lot that says we don’t know yet what it’s going to take, we just know that we need to act quickly.” He added his voice to other calls that Australia needed to realise its strict COVID stance in closing its international borders and being inflexible — including to various countries at some points — had left some feeling they may be safer in the US or Canada to be able to return home. “Revenge tourism” where travellers frustrated at the lack of travel options during the pandemic were trying to “take the world back” was emerging globally and encouraging to see, he said. After a depressed January and February for the group in Australia, Mr Hutton said the signs of activity in March had come as a surprise and the demand for travel and accommodation had surged since. He said while the delayed WA border reopening had not been detrimental to the State’s tourism and accommodation fortunes, it would take some time for larger business travel, like conferences, to return to pre-pandemic levels. Tourism, though, he said was showing encouraging signs. To capitalise, he sees Hilton opening more of its Garden Inn models across regional WA. One under construction in Busselton is set to open next year and the simpler model, where fewer “frills” are provided, suited regional areas. “We have a number of opportunities on the go at the moment,” he said.