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We need controlled tourism. Limitations of tourist numbers and fees charged for visits are a first s

Writer: Stephan Busch
Stephan Busch
Mar 1, 2019
4 min read

Fees and limiting numbers

Chile limits the number of tourist visiting the Easter Islands is only the latest move this month to protect what attracts tourists. Venice will introduce a charge of 3 Euro for visitors, Spitzbergen will charge 15 Euros and who wants to visit the Island of Komo has to pay 440 Euros. Top is right now Ruanda charging 1500 Dollar for 60 minutes if you want to visit the Gorillas.

Managing the multiple challenges of open air attractions, museums and events in times of continuously increasing tourist numbers is forcing organisers and Governments to balance and control the positive and negative effects. Mass Tourism is common today. The downside, “over tourism”– the point at which the amount of tourism become unsustainable for a tourist destination– made headlines all across the world in 2017. The United Nations World Tourism Organization forecasts international tourism will increase to 1.4 billion people by 2020which will require preventive action from all stack holders.

Damage to nature

As in Thailand the Governments of some countries are now sometimes forced to

close areas fortourists to protect nature. Visitors also add wear and tear to the natural environment of a destination in the form of pollution, overuse of natural resources such as water and forests, poor waste management, and harm to wildlife, including endangered species. For example, nearly 80 percent of the reefs in Thailand’s popular Koh Khai islands have been damaged by humans.The Philippine island of Boracay will be closed to tourists for six months following concerns of damage to its once pristine shores. Earlier this year Mr. Duterte said Boracay was turning into a "cesspool" and threatened to shut it down. The island, known for its white-sand beaches, attracted nearly 2 million visitors last year. The decision has prompted concern for the thousands of people employed in Boracay's busy tourist trade. The island is home to around 500 tourism-related businesses, which drew in annual revenue of $1.07bn (£760m) last year. The move follows growing concern over the island's environmental health. Officials had warned businesses had been releasing wastewater into the surrounding waters. The island's hotels, restaurants and other tourist businesses, are accused of dumping sewage directly into the sea.

Managing extreme tourism flows

Extreme masses of tourism can create serious crowd control problems. Crowd control of the religious tourism is an on going problem in Mecca where millions of pilgrims arrive each year. A lot of investment and planning has gone into managing the crowds but still stampedes when people get crushed to death happen almost very year. In 2015 more then 2200 Pilgrims were crushed to death during a panic ( first count from the Ministry was over 4.000 dead but was corrected as too high) - since 1990 the number of religious tourist killed in the masses, crushed to death stands at almost 5000 tourist at Mecca only.

Cruise ship passengers in Dubrovnik

Another extreme is created by the ever growing fleet of Cruise ships. Not only is the amount of cruise ships increasing every year but also the amount of passengers each ship can carry. In major cruise ship ports like Venice, Barcelona, St. Petersburg or the Caribbean Islands up to 12 cruise ships dock at the same time. The ships now carrying 3000 to 6000 passengers release all their passengers at almost the same time. With 12 ships this can amount to an average of 42.000 passenger who want to enter St. Petersburg, Barcelona or Venice every day. This comes only as an addition to the other tourists arriving by plane train or car. Busses are parked up to the horizon, streets are blocked and Museums and public places are filled at no time. To manage this crowds careful planning is needed and limits have to be set to avoid massive problems in all areas related to safety, hygiene and maintenance.

Creating employment

Travel and Tourism is accounting for 292 million jobs in 2016, or nearly10 percent of global employment; by 2027, WTTC estimates the sector’s employment could rise to 380 million jobs. Last year, almost one in five of all new jobs created were linked to tourism. While this is good news it is important to notice that many of the jobs created are in the low wage sector. Countries with high unemployment like Spain or Greece are attractive for Tourist because of cheap prices. Hotels, restaurant and many tourism related business employ workers for minimum wage or far below minimum wage. With the increasing prices a normal life, food supplies or the rent of an apartment are for those locals unaffordable. The statistics for the ruling government are showing a lower unemployment while the workers themselves are forced into jobs that let them hardly survive.

Loss of the traditional job market

The increase in tourism often results in the loss of the traditional job market. Where local manufacturing provides less income then tourism the job market shifts concentrating the work force on tourism related businesses only. Once tourism fails – economic or political crisis – the traditional skills and businesses are not existing anymore and the effects are in many cases catastrophic. All north African countries and especially Egypt were hit hard by the political turbulences of the past decade but had their major income concentrated on tourism. Investments were lost, manufacturing non existing and the job market devasted.

There is much to see and we should all have a chance to visit those places keeping in mind that we have to preserve them for the generations to come.

Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality earned his Master Certificate in Hospitality Management from Cornell University, USA.

Stephan Busch has an invaluable and diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.

www.itsjusthotelsservice.com, contact@itsjusthotelsservice.com

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© 2017 by Stephan Busch

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Training & Lecture Catalogue

Trainings- und Vortragskatalog

It´s Just Hotel Service  ·  Stephan Busch

Hotels  ·  Restaurants & Catering  ·  Cruise Ships  ·  Clubs  ·  Universities

hotelservicemore.com

About this catalogue / Über diesen Katalog

EN — This catalogue presents practical trainings and lectures for hospitality and cruise companies, as well as universities and schools. The programmes combine field-tested operational know-how (hotel openings, fine-dining service, cruise hotel operations, club management) with the skills the market demands in 2026: guest-experience excellence, emotional intelligence, service recovery, AI and digital fluency, leadership and staff retention. All formats are available as group trainings, workshops, one-on-one coaching, and keynote lectures, and can be tailored to each client.

DE — Dieser Katalog präsentiert praxisnahe Trainings und Vorträge für Hotellerie- und Kreuzfahrtunternehmen sowie Universitäten und Schulen. Die Programme verbinden praxiserprobtes operatives Know-how (Hoteneröffnungen, Fine-Dining-Service, Hotelbetrieb auf Kreuzfahrtschiffen, Clubmanagement) mit den Kompetenzen, die der Markt 2026 verlangt: exzellente Gästeerfahrung, emotionale Intelligenz, Beschwerdemanagement, KI- und Digitalkompetenz, Führung und Mitarbeiterbindung. Alle Formate sind als Gruppentrainings, Workshops, Eins-zu-eins-Coaching und Keynote-Vorträge verfügbar und individuell anpassbar.

I. Service & Guest-Experience Trainings

I. Service- und Gästeerlebnis-Trainings

1.  The Art of Anticipation: Five-Star Service Beyond the Standard

DE:  Die Kunst der Antizipation: Fünf-Sterne-Service jenseits des Standards

Format: Group training / workshop

Audience / Zielgruppe: Front-of-house, F&B and front-desk staff in hotels, fine dining and cruise

Suggested duration / Dauer: 1–2 days

EN — Teaches staff to read guests and anticipate needs before they are voiced — the difference between correct service and memorable hospitality. Covers observation, timing, body language, personalised touches and the discreet luxury of being one step ahead.

DE — Vermittelt dem Personal, Gäste zu lesen und Bedürfnisse vorwegzunehmen, bevor sie geäußert werden — der Unterschied zwischen korrektem Service und unvergesslicher Gastfreundschaft. Behandelt Beobachtung, Timing, Körpersprache, persönliche Aufmerksamkeiten und den diskreten Luxus, einen Schritt voraus zu sein.

 

2.  A Complaint Is a Gift: Service Recovery That Builds Loyalty

DE:  Eine Beschwerde ist ein Geschenk: Beschwerdemanagement, das Loyalität schafft

Format: Group training / workshop

Audience / Zielgruppe: All guest-facing staff and supervisors

Suggested duration / Dauer: 1 day

EN — A practical service-recovery method that turns complaints into loyalty. Participants learn the steps of acknowledging, empowering front-line decisions, recovering gracefully under pressure and following up — with role-plays drawn from real hotel, restaurant and cruise situations.

DE — Eine praxisnahe Service-Recovery-Methode, die Beschwerden in Loyalität verwandelt. Die Teilnehmer lernen die Schritte des Anerkennens, der Entscheidungskompetenz an der Front, des souveränen Reagierens unter Druck und der Nachbetreuung — mit Rollenspielen aus realen Hotel-, Restaurant- und Kreuzfahrtsituationen.

 

3.  Emotional Intelligence at the Front Line

DE:  Emotionale Intelligenz an der Service-Front

Format: Workshop

Audience / Zielgruppe: Front desk, concierge, F&B and guest-relations teams

Suggested duration / Dauer: 1 day

EN — The most in-demand hospitality skill of 2026. Staff develop self-awareness, empathy and emotional self-control to handle demanding guests, cultural differences and high-pressure moments while protecting their own wellbeing and that of the team.

DE — Die gefragteste Hospitality-Kompetenz 2026. Die Mitarbeiter entwickeln Selbstwahrnehmung, Empathie und emotionale Selbststeuerung, um anspruchsvolle Gäste, kulturelle Unterschiede und Drucksituationen zu meistern — und dabei das eigene Wohlbefinden und das des Teams zu schützen.

 

4.  The Cultural Code of the Guest: Serving an International Audience

DE:  Der kulturelle Code des Gastes: Internationale Gäste souverän bedienen

Format: Group training

Audience / Zielgruppe: Hotel, cruise and catering teams serving international guests

Suggested duration / Dauer: 1 day

EN — How guest expectations differ across cultures — greeting, dining, personal space, hierarchy and complaint behaviour — and how to adapt service without stereotyping. Built on the trainer’s experience across Asia, Europe, Canada and Russia.

DE — Wie sich Gästeerwartungen je nach Kultur unterscheiden — Begrüßung, Essen, Distanz, Hierarchie und Beschwerdeverhalten — und wie man den Service anpasst, ohne zu stereotypisieren. Basierend auf der Erfahrung des Trainers in Asien, Europa, Kanada und Russland.

 

5.  The Silent Signals: Body Language & Non-Verbal Service

DE:  Stille Signale: Körpersprache und nonverbaler Service

Format: Workshop

Audience / Zielgruppe: All guest-facing staff

Suggested duration / Dauer: Half day – 1 day

EN — Posture, distance, eye contact, gesture and grooming — the signals staff send before they speak. Participants learn to project warmth, competence and discretion, and to read the unspoken signals of guests.

DE — Haltung, Distanz, Blickkontakt, Gestik und Erscheinungsbild — die Signale, die Mitarbeiter senden, bevor sie sprechen. Die Teilnehmer lernen, Wärme, Kompetenz und Diskretion auszustrahlen und die unausgesprochenen Signale der Gäste zu lesen.

 

II. Management & Leadership Trainings

II. Management- und Führungstrainings

6.  From Colleague to Leader: First-Time Hospitality Supervisors

DE:  Vom Kollegen zur Führungskraft: Erstmalige Vorgesetzte in der Hotellerie

Format: Group training + coaching

Audience / Zielgruppe: Newly promoted supervisors and team leaders

Suggested duration / Dauer: 2 days

EN — Equips newly promoted supervisors with the essentials: delegation, giving feedback, leading former peers, handling conflict and basic financial literacy (cost, labour, upselling). Practical, hands-on and scenario-based.

DE — Rüstet frisch beförderte Vorgesetzte mit dem Wesentlichen aus: Delegation, Feedback geben, ehemalige Kollegen führen, Konflikte lösen und betriebswirtschaftliche Grundlagen (Kosten, Personal, Upselling). Praxisnah und szenariobasiert.

 

7.  Keeping Your Best People: Staff Retention & Engagement

DE:  Die Besten halten: Mitarbeiterbindung und Engagement

Format: Management workshop

Audience / Zielgruppe: Department heads, GMs, HR and owners

Suggested duration / Dauer: 1 day

EN — Addresses the industry’s biggest challenge — turnover and ‘quiet quitting’. Managers learn to spot early disengagement, build motivation beyond pay, design recognition that works and create schedules and cultures that keep good people.

DE — Behandelt die größte Herausforderung der Branche — Fluktuation und „stille Kündigung“. Führungskräfte lernen, frühe Demotivation zu erkennen, Motivation jenseits der Bezahlung aufzubauen, wirksame Anerkennung zu gestalten und eine Kultur zu schaffen, die gute Mitarbeiter hält.

 

8.  Leading Across Generations & Ages in Hospitality

DE:  Führen über Generationen und Altersgruppen hinweg in der Hotellerie

Format: Management workshop

Audience / Zielgruppe: Managers, HR, owners

Suggested duration / Dauer: Half day – 1 day

EN — How to lead teams that span four generations and to value experienced staff over 60 as an asset, not a liability. Covers communication styles, mentoring pairings, knowledge transfer and fair, age-inclusive recruitment.

DE — Wie man Teams führt, die vier Generationen umfassen, und erfahrene Mitarbeiter über 60 als Gewinn statt als Last schätzt. Behandelt Kommunikationsstile, Mentoring-Tandems, Wissenstransfer und faires, altersinklusives Recruiting.

 

9.  Hire for Character, Train for Skill: Recruiting & Onboarding

DE:  Charakter einstellen, Fähigkeiten schulen: Recruiting und Onboarding

Format: Management training

Audience / Zielgruppe: GMs, HR, department heads

Suggested duration / Dauer: 1 day

EN — Why attitude beats experience in service roles, and how to interview for it. Covers structured interviewing, trial shifts, red flags, and an onboarding programme that makes new hires productive and loyal in their first 90 days.

DE — Warum Haltung in Servicerollen wichtiger ist als Erfahrung — und wie man gezielt danach auswählt. Behandelt strukturierte Interviews, Probearbeit, Warnsignale und ein Onboarding-Programm, das neue Mitarbeiter in den ersten 90 Tagen produktiv und loyal macht.

 

III. Specialised & Niche Programmes

III. Spezial- und Nischenprogramme

10.  Pre-Opening Excellence: From Empty Building to Full House

DE:  Pre-Opening-Exzellenz: Vom leeren Gebäude zum vollen Haus

Format: Consulting-led training / coaching

Audience / Zielgruppe: Pre-opening teams of new hotels, resorts and cruise ships

Suggested duration / Dauer: Tailored programme

EN — A rare, field-tested programme for opening teams. Covers the critical-path timeline, SOP development, recruitment and training waves, supplier set-up, mock services and the first guest-ready inspection — drawn from numerous hotel, club and cruise-ship openings.

DE — Ein seltenes, praxiserprobtes Programm für Eröffnungsteams. Behandelt den kritischen Zeitplan, SOP-Entwicklung, Recruiting- und Trainingswellen, Lieferantenaufbau, Probeläufe und die erste gästebereite Abnahme — aus zahlreichen Hotel-, Club- und Kreuzfahrtschiff-Eröffnungen.

 

11.  Hospitality at Sea: Hotel Operations on Cruise & River Ships

DE:  Gastfreundschaft auf See: Hotelbetrieb auf Kreuzfahrt- und Flussschiffen

Format: Group training / career seminar

Audience / Zielgruppe: Crew, hotel departments on ships, and students considering a cruise career

Suggested duration / Dauer: 1–2 days

EN — The booming cruise sector explained from the inside: life and service standards on board, the rhythm of embarkation days, multicultural crews, confined-space teamwork, and why ships are an ideal fast-track career start in hospitality.

DE — Der boomende Kreuzfahrtsektor von innen erklärt: Leben und Servicestandards an Bord, der Rhythmus der Anlegetage, multikulturelle Crews, Teamarbeit auf engem Raum und warum Schiffe ein idealer Karriere-Schnellstart in der Hotellerie sind.

 

12.  Protecting the House: Loss Prevention & Hotel Security Awareness

DE:  Das Haus schützen: Schadenprävention und Sicherheitsbewusstsein im Hotel

Format: Group training

Audience / Zielgruppe: Management, front desk, housekeeping, F&B and security staff

Suggested duration / Dauer: Half day – 1 day

EN — Where losses really happen — guests, staff and weak systems — and how to build controls without creating a climate of distrust. Includes theft and fraud patterns, cash and inventory controls, data and cyber awareness, and the legally required basics of guest-safety vigilance.

DE — Wo Verluste wirklich entstehen — Gäste, Personal und schwache Systeme — und wie man Kontrollen aufbaut, ohne ein Klima des Misstrauens zu schaffen. Beinhaltet Diebstahl- und Betrugsmuster, Bargeld- und Inventarkontrollen, Daten- und Cyber-Bewusstsein sowie die rechtlich erforderlichen Grundlagen der Gästesicherheit.

 

13.  AI & Digital Tools for the Hospitality Floor

DE:  KI und digitale Werkzeuge für den Hospitality-Alltag

Format: Workshop

Audience / Zielgruppe: Staff and managers adopting PMS, POS and AI tools

Suggested duration / Dauer: Half day – 1 day

EN — A practical, non-technical workshop on where automation and AI genuinely help — check-in, personalisation, scheduling, guest messaging — and where the human touch must stay. Hands-on with the everyday digital tools staff now need to master.

DE — Ein praxisnaher, nicht-technischer Workshop darüber, wo Automatisierung und KI wirklich helfen — Check-in, Personalisierung, Dienstplanung, Gästekommunikation — und wo die menschliche Note bleiben muss. Praktische Übungen mit den digitalen Alltagswerkzeugen, die das Personal heute beherrschen muss.

 

IV. Lectures & Keynotes (Universities, Schools, Conferences)

IV. Vorträge & Keynotes (Universitäten, Schulen, Konferenzen)

14.  It´s Just Hotel Service? The Real Economics of Hospitality

DE:  Nur Hotelservice? Die wahre Ökonomie der Gastfreundschaft

Format: Keynote lecture

Audience / Zielgruppe: University and school students, industry conferences

Suggested duration / Dauer: 60–90 min

EN — An engaging keynote on why service is the true product of the hospitality industry and how small human moments translate into loyalty, reviews and revenue. Rich with real stories from hotels, clubs and cruise ships across the world.

DE — Eine fesselnde Keynote darüber, warum Service das eigentliche Produkt der Hotellerie ist und wie kleine menschliche Momente in Loyalität, Bewertungen und Umsatz umschlagen. Reich an echten Geschichten aus Hotels, Clubs und Kreuzfahrtschiffen weltweit.

 

15.  Careers Without Borders: Building an International Hospitality Career

DE:  Karriere ohne Grenzen: Eine internationale Hospitality-Laufbahn aufbauen

Format: Lecture / career talk

Audience / Zielgruppe: Hospitality and tourism students, graduates

Suggested duration / Dauer: 60–90 min

EN — A motivating, practical talk for students: how to build an international career across hotels, resorts and cruise lines, what employers really look for, how to use internships and sponsorships (e.g. the Humboldt Foundation), and how to stand out in a global market.

DE — Ein motivierender, praxisnaher Vortrag für Studierende: wie man eine internationale Karriere über Hotels, Resorts und Kreuzfahrtlinien aufbaut, worauf Arbeitgeber wirklich achten, wie man Praktika und Förderungen (z. B. die Humboldt-Stiftung) nutzt und wie man sich auf einem globalen Markt abhebt.

 

16.  The Future of Service: AI, Robots and the Irreplaceable Human

DE:  Die Zukunft des Service: KI, Roboter und der unersetzliche Mensch

Format: Keynote lecture

Audience / Zielgruppe: Universities, industry conferences, leadership audiences

Suggested duration / Dauer: 60–90 min

EN — A forward-looking keynote on how AI and automation are reshaping hospitality — and why the human element becomes more valuable, not less. Separates hype from reality and shows where future professionals should invest their skills.

DE — Eine zukunftsgerichtete Keynote darüber, wie KI und Automatisierung die Hotellerie verändern — und warum das Menschliche wertvoller wird, nicht weniger wert. Trennt Hype von Realität und zeigt, in welche Kompetenzen künftige Fachkräfte investieren sollten.

 

17.  Educating for Hospitality in Times of Crisis

DE:  Bildung für Tourismus und Hotellerie in Krisenzeiten

Format: Academic lecture / panel

Audience / Zielgruppe: Universities, faculty, tourism & hospitality programmes

Suggested duration / Dauer: 60–90 min

EN — An academic lecture on how hospitality and tourism education must adapt to crises — pandemics, labour shortages, geopolitical shifts — bridging classroom and industry. Suitable as a stand-alone lecture or a conference panel contribution.

DE — Ein akademischer Vortrag darüber, wie sich die Tourismus- und Hospitality-Ausbildung an Krisen anpassen muss — Pandemien, Arbeitskräftemangel, geopolitische Verschiebungen — und Hörsaal und Praxis verbindet. Geeignet als eigenständiger Vortrag oder Konferenz-Panelbeitrag.

 

Formats & next steps / Formate & nächste Schritte

EN — Every programme is available as a tailored group training, workshop, one-on-one coaching or keynote lecture, on-site or online, in English or German. Contact us via hotelservicemore.com for a free evaluation and a proposal matched to your team, property or institution.

DE — Jedes Programm ist als maßgeschneidertes Gruppentraining, Workshop, Eins-zu-eins-Coaching oder Keynote-Vortrag verfügbar — vor Ort oder online, auf Englisch oder Deutsch. Kontaktieren Sie uns über hotelservicemore.com (stephanbusch@hotmail.com)für eine kostenlose Bewertung und ein auf Ihr Team, Ihr Haus oder Ihre Institution zugeschnittenes Angebot.

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