Hospitality, Leisure & Travel Innovating for sustainability and purpose The global pandemic may have limited our ability to physically interact with one another, but it did not break our innate need to experience life together. Companies that continue to adapt to this new reality while remaining focused on the human need for personal interaction and memorable experiences will thrive today and tomorrow. At the industry’s resilient core are steadfast companies and leaders who are committed to delivering seamless, personalised customer experiences, building and maintaining a purposeful brand, maximizing revenues, investing capital, and using technology to innovate for the future of business and leisure travel.In this time of change, Protiviti will continue to help companies respond to evolving customer needs through digital transformation, technology and process innovation, advanced analytics, environmental and social stewardship, and the enhancement of guest experiences and customer loyalty. Additionally, Protiviti helps companies manage omnipresent risks, including enhancing safety and security during tumultuous times, protecting customer information and remaining compliant with related data privacy laws, managing third-parties and disruptions in the supply chain, acquisition and retention of labor, and more. 2024 Top Risks in the Consumer Services Industry Discover Protiviti’s top risks survey report 2024 in the hospitality and airlines industry to mitigate risks and comprehend their potential impacts. Read Industry Top Risks What we do Read Industry Top Risks Our services Sectors we serve Insights Client stories Leadership Our services for Hospitality, Leisure and Travel companies Pro Briefcase Digital Transformation As companies seek to own direct relationships with customers, there is increased focus to enhance digital presence and capabilities. Protiviti can help establish impactful digital strategies; understand customer behaviors that inform journeys; innovate digital products & services; reimagine experiences; and enable digital commerce, marketing/sales. Pro Building office Enterprise Data & Analytics Knowledge is power. From customer preferences to operational and financial performance to timely identification of potentially fraudulent activity, data helps personalize experiences, optimize performance, and contain losses. Protiviti helps to turn data into information and information into competitive advantage. Pro Document Consent Environmental, Social, and Governance (ESG) ESG has become an imperative as customers, investors, employees and regulators demand and/or expect it. Protiviti assists companies to build and report on sustainability programs, and improve team member acquisition, retention and employee experiences through enhanced enterprise Diversity, Equality, and Inclusion. Pro Document Files Customer Loyalty and Loyalty Programs A loyal customer is vital to a company’s growth. Protiviti helps clients with more effective e-commerce, marketing and sales, and personalized experiences, while protecting loyalty programs from fraud and abuse. Protiviti can monitor unusual activity for illegal acts to protect company reputation and customer data. Pro Document Stack Safety and Security Every year, billions of customers entrust their well-being and safety to the industry, all while external events elevate customer risk. Protiviti helps to enable business continuity, crisis management and resiliency programs, deploy technologies, and evaluate the impact of disruptions to operations. Pro Briefcase Cybersecurity, Data Security, and Privacy Extensive customer information is stored and processed daily and is increasingly protected by privacy regulations. Protiviti helps companies protect personal data, deploy secure applications, and minimize vulnerabilities. Also helping to build and operate privacy programs aligned with global and local privacy laws. Pro Building office Labor Acquisition and Human Capital Management As industry demand returns, a labor shortage has limited return to full-service operations. Partnering with Robert Half, we help acquire full-time and temp labor and/or provide managed services to reduce labor pressure. Also offering services designed to optimize employee acquisition, retention, and overall experience. Pro Workflow Flowchart Emerging Tech To compete effectively and keep up with customer needs, technology has been key. The adoption of emerging tech including edge computing, AI/ML, virtual reality, quantum computing, the Metaverse, and other use cases is underway or imminent. Protiviti can help implement, connect, and secure this technology. Sectors we serve Hospitality and Leisure The hospitality industry remains focused on customer satisfaction and meeting leisurely needs. With a customer-first mindset for the newly adapted business and leisure traveller, our industry clients span companies that provide accommodations (e.g., hotels, resorts, timeshares, sharing economy companies, hospitality REITs), travel and tourism (e.g., OTAs, cruises, casinos, online gaming, amusement parks, marinas, ski resorts), leisure (e.g., sports teams, fitness centres, event planning and venues, golf clubs), and more. Maximize success across core business areas Airlines As the airline industry aims to increase operational efficiencies, improve customer experiences, and get back to solid profits, Protiviti is helping to build custom solutions that maximize the chances for success. Our industry team works with a variety of airline companies across the globe such as the major, national, regional network and charter, and private / corporate air carriers involved in transportation of passengers or cargo, as well as maintenance facilities, catering, ground handling, aircraft leasing and airport operations. Other Transportation A return to travel, whether by land, air or sea is a welcomed opportunity for business and leisure travellers alike. Protiviti works with passenger railway, rental car, and other transportation companies to enhance core business areas for optimal efficiency and sustainable, long-term growth. Featured insights BLOG Put Privacy First To Build Trust and Elevate the Customer Experience This blog was originally posted on Forbes.com. Kim Bozzella is a member of the Forbes Technology Council. Here's a problem I often see: Most businesses recognize the significance of data privacy and identity management in safeguarding information,... FLASH REPORT The American Privacy Rights Act of 2024: Could this framework become the data privacy panacea? On April 8, 2024, U.S. Representative Cathy McMorris Rodgers (R-WA) and U.S. Senator Maria Cantwell (D-WA) announced the American Privacy Rights Act. This act aims to establish a comprehensive set of rules that govern the usage of citizens' data. The... WHITEPAPER Enabling Enterprise AI Adoption Through Next-Generation Governance Artificial intelligence (AI) has become increasingly important in the enterprise, thanks in part to the rise of generative AI (GenAI). While not a new technology or concept, AI (including machine learning) holds tremendous promise to transform... WHITEPAPER Sanctions: Not Just a Financial Institution Issue For banks, sanctions-related enforcement actions and large financial penalties over many years have made clear the cost of non-compliance with sanctions obligations. For other types of financial services companies as well as for non-financial... FLASH REPORT Time to Act: SEC Issues Final Climate-Related Disclosure Rules On March 6, 2024, the U.S. Securities and Exchange Commission (SEC) approved its long-awaited — and, for many, controversial — new rule, The Enhancement and Standardization of Climate-Related Disclosures for Investors. The final version of this much... NEWSLETTER Maximizing CX: The Game You Must Win How a business engages its customers at every point of their buying journey is critical to connecting the organization’s brand promise to, and delivering on, an exceptional customer experience. Does the board understand what the organization does to... Button Button Featured client stories Transforming Procurement: A Source-to-Pay Assessment and Solution Design Transforming procurement with a comprehensive source-to-pay assessment, this motorsport organization optimized S2P processes, enhancing Workday utilization and spend visibility. Managed Solutions Generate a Lean Contracting and Procurement Operation Develop an integrated contracting and procurement program, leveraging customized managed solutions to meet your organization's unique needs. Eliminate the cycle of contractors and onboarding costs.... Hospitality Company Builds Foundation for Pursuing Responsible AI, Mitigating Risk with Comprehensive Standards and Enhanced Controls Experience the transformative potential of responsible AI. Our tailored governance framework ensures ethical use and compliance, guiding your AI journey. Finance Transformation Expertise Supports Strategic Initiatives The client was undergoing a strategic finance transformation initiative to globally align technology, policy, and procedures. As part of this initiative, the company had several strategic goals.... Having it all: Technology transformation in the luxury marina market This company is the world’s largest owner and operator of marinas, with more than 100 locations in its portfolio. The company’s business model is laser focused on growth through acquisition while enhancing the member experience in this high-end... Global Hospitality Company Achieves Efficiencies with Microsoft and Nintex A global hospitality company needed to transition their highly manual process for RFPs to one that was more automated. The need to update their processes was driven by the changes required to address the Covid-19 pandemic, which created a dynamic... Hot Ticket: Contract Automation Provides Global Theme Park Company with Fast Pass to Dynamic Pricing Keeping complex contracts current poses a significant challenge for many companies. For one global theme park operator it required a five-member team working fulltime to stay up-to-date on pricing adjustments for the company’s sales channel partners.... Button Button Leadership Scott Kamenick Scott has over 26 years of experience in consulting and public accounting, providing risk management and audit services to clients predominately in the Hotels, Motels, and Resorts segment of the Hospitality industry. He has significant experience helping hospitality ... Learn More Nichole Minice Nichole Minice is a managing director in Protiviti’s internal audit and financial advisory practice and the Phoenix office market lead. She has more than 18 years of audit experience in the consumer products and services sector, helping clients to understand and develop ... Learn More Naomi Wolak Experienced Managing Director with a demonstrated history of working in the management consulting industry with extensive international experience. Skilled in Internal Audit, Accounting, Generally Accepted Accounting Principles (GAAP), Internal Controls, and Financial ... Learn More