Transcript Document

Analyzing Jobs in the Tourism
Sector
• Describing, analyzing and classifying jobs
• Job titles in tourism – a group of
positions identical with respect to their
significant tasks
• Involves analyzing the work performed,
duties and tasks
• Task inventories for tourism jobs
Nesting Terminology
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Occupation (class of job)
Job (group of positions)
Position (tasks and duties)
Duty (large segment of work)
Task (discrete unit of work)
Competency (knowledge and skill)
Competency standard (specification)
Job Structure/Job Trees
Food and Beverage
Manager
Restaurant Manager
Head Waiter
Restaurant Captain
Waiter
Hostess
F&B
Cashier
Bar
Tender
Jobs in the Tourism Sector:
Occupational Divisions
Jobs in the Tourism Sector:
Occupational Divisions?
• Concepts and statistics are immature
• Based on Standard Industrial Classification
categories (SIC)
• For example the UK occupational divisions:
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hotels and other tourist accommodation
Restaurants, cafes and snack bars
Public houses, bars, night clubs/licensed clubs
Travel agencies and tour operators
Libraries, museums and other cultural activities
Sports and other recreational activities
Self employed?
The ISIC Approach to
Occupational Divisions
• International Standard Classification of all Economic
Activities (ISIC):
HOTELS AND RESTAURANTS
– Hotels, camp sites and short stay accommodation
– Restaurants, bars and canteens
TRANSPORT, STORAGE AND COMUNICATIONS
– Land transport
– Water transport
– Air transport
– Activities of travel agencies and tour operators
The ISIC Approach
• International Standard Classification of all Economic
Activities (ISIC):
RECREATIONAL, CULTURAL AND SPORTING
ACTIVITIES
• Entertainment (museums etc, sporting and other
recreational activities)
Occupational Divisions in
Tourism Satellite Accounts
• Hotels, campsites and other short stay
accommodation
• Restaurants, bars and canteens
• Travel agents/packagers
• Retail trade
• Passenger transport
• Cultural, attractions and entertainment
• Sports facility operators
Jobs in the Tourism Sector:
Job Titles
European Vocational
Training Approach to Job
Profiles
Hotel Sector
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General manager large hotel (190 rooms+)
General manager medium hotel (45-190 rooms)
General manager small hotel (less than 45 rooms)
Front office manager
Receptionist
Head housekeeper
Room attendant
Europe Job Profiles
continued
Catering Sector
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Food and beverage manager
Head chef
Restaurant manager
Head bar person
Chef
Bar person
Waiter/waitress
Europe Job Profiles
continued
Tours and Agencies Sector
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General manager (tour operation)
Technical manager (tour operation)
Marketing product manager (tour operation)
Reservations supervisor (tour operation)
Resort representative
Agency manager (retail)
Agency counter clerk (retail)
South Asian Study Job
Profiles
Tours and Agencies Sector
• Travel agency assistant
• Travel agency reservation clerk
• Travel agency counter clerk
• Travel agency operations assistant
• Tour operations assistant
• Tour operations representative
• Tour operations clerk
• Tour operations assistant organizer
South Asian Study
continued
Hotel Sector
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Front desk clerk
Receptionist
Room attendant
Room maid
House maid
South Asian Study
continued
Catering Sector
• Waiter/waitress
• Assistant waiter/waitress
• Commis waiter/waitress
• Assistant cook
• Commis cook
• Assistant pastry cook
• Commis pastry cook
• Baker’s assistant
• Assistant baker
Association of British Travel
Agents Study Approach:
Tour Operation
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New entrant
Junior ticketing clerk
Reservations clerk
Ticketing clerk
Resort representative
Courier
Guide
Reservations supervisor
• Ticketing supervisor
• Contracts officer
• Senior resort
representative
• Reservation manager
• Ticketing manager
• Contracts manager
• Resort manager
• Operations manager
Association of British Travel Agents
Study Approach:
Tour Operation
Travel Agency
Business Travel
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New entrant
Junior travel clerk
Travel consultant
Senior travel consultant
Supervisor
Assistant branch manger
Manager
Branch manager
Travel consultant
Senior travel consultant
Travel executive
Assistant manager
Manager
Branch manager
Jobs in the Tourism Sector:
Competencies, Standards and
Certification
The Australian Approach
• Internationally competitive workforce
• Australian National Training Authority
(ANTA)
• Built around Training Packages which
specify the competencies
• Industry led
• Nationally coordinated National Training
Framework
Tourism Training Australia (TTA)
• Leading national industry training
advisory association
• Established 1982 to create an integrated
flexible and effective training system for
tourism and hospitality
TTA Training Packages
• Nationally endorsed competency standards and
qualifications for recognizing and assessing
people’s skills
• Training package describes the skills and
knowledge needed to reform effectively in the
workplace
• Widespread consultation with the tourism and
hospitality sector
• Available for all jobs in the sector
National Qualification
Framework (NQF)
• The NQF reflects all jobs on the sector
• Six levels
– Certificate I to IV
– Diploma
– Advanced diploma
• Each qualification has a core and a series
of electives
Career Path
Qualification
Manager (department/SME)
Advanced diploma
Unit manager (restaurant)
Diploma
Supervisor
Certificate IV
Team leader
Certificate III
Multi function (F&B attendant)
Certificate II
Single function (room attendant) Certificate I
Tourism Training Australia
Competency Standards
• Specific knowledge and skills required for
successful performance
• Organized into units with a code and title
• Each covers common competencies (e.g.
communication) and sector specific
competencies in
– Hospitality
– Tourism
– Caravans
Tourism and Hospitality
Competencies
Hospitality
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Common core
Hospitality core
Functional areas
General units
Tourism
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Common core
Tourism core
Functional areas
General units
The ASEAN Approach
• The 11th meeting of the ASEAN taskforce
on tourism manpower tabled a set of
minimum competency standards within a
qualifications framework.
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Retail and wholesale travel;
Housekeeping;
Front office; and
Food and beverage service
ASEAN Job Framework:
For Example - Housekeeping
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Houseman
Laundry attendant
Room attendant
Order taker
Supervisor
Assistant executive housekeeper
Executive housekeeper
Retail/ Wholesale Competency Standard
(example from Indonesia)
QUALIFICATION
III
SECTION - RETAIL
WHOLESALE TRAVEL
IV
LOCAL TERM FOR
PROFESSIONAL TITLE
VI
TICKETING
DOMESTIC
PROFESSIONAL TITLE
V
INTERNATIONAL
AFFILIATE
CERTIFIED
TRAVEL
CONSULTANT
(CTC)
CERTIFIED
TRAVEL
SUPERVISOR
(CTS)
CERTIFIED
TRAVEL
MANAGER
(CTM)
JUNIOR
TICKETING
OFFICER
SENIOR
TICKETING
TICKETING
SUPERVISOR
TICKETING
MANAGER
RESERVATION
STAFF
TRAVEL
CONSULTANT
TICKETING
ADMINISTRATION
STAFF
BRANCH
MANAGER