The pandemic wreaked havoc on small, seasonal tourism businesses that rely on cruise ships to bring in business. In 2019, Alaska's growing tourism industry brought in 1.3 million people. In 2020? Just 64 (yes, you read that right).

For Brent Bitterman, founder and COO of Alaska Luxury Tours, things looked dire as COVID forced much of the world into lock-down. But when an opportunity to pivot arose, some hard work and business agility paid off in a big way. On this episode of PIVOT, Brent joins the show to talk about how he doubled down on customer and employee experience to come back from the perfect storm stronger than ever. 

On this episode, you’ll hear:

• [02:17-03:56] The unique challenges the pandemic created for seasonal tourism businesses
• [04:08-06:05] The risks and rewards of relying on transient, seasonal workers
• [06:23-13:16] How Brent pivoted his business when cruise ships stopped coming to Alaska
• [13:26-15:21] How Brent re-engaged his staff post-pivot
• [15:22-17:50] Tips for investing in your people while rebounding a business

After you listen: 

• Alaska Luxury Tours: Innovating for Changing Conditions: https://www.zenefits.com/customer/alaska-luxury-tours/ 
• Order your copy of our book People Operations
• Follow the podcast 
• Submit your People Ops questions: