Transcript Document 7265861

Working group II
New trends and developing services in tourism
Report
Ralf Mytzek, WZB, Germany
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Introduction
Aim: extract some common features of the 3 examples of Working Group II
3 examples of skill needs in tourism sector with very different perspectives:
1) Marbella Club Hotel, Spain: Case study of a leading luxury resort in Spain
2) Accessible tourism for all: tourism of a disadvantaged group in Germany
3) Tourism sector in Montenegro: tourism in (re)development
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
New trends and developing services in
luxury tourism
Katja Gottwik, Marbella Club Hotel – Golf Resort & Spa, Spain
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Background
Economic environment - general development in travel market:
- insecurity through terrorism and war
- Internet / Last-minute booking
- decline of conventional destinations
- price and quality consciousness of clients
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Skills needs and implementation
- maintenance of highest service level
- increasing product knowledge
Implementation through sophisticated recruitment process and
training:
- language, products, telephone, reservation system
- training on the job (service guidelines)
- complain handling
- sales training
- ….
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Barrier-free tourism for older and
handicapped tourist and related skill
needs
Vera Berthold, Natko e.V., Germany
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TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Background
- 8,1% (6,7 Mill.) of all people in Germany are handicapped, 30-40%
of them with activity disablilities
- more than half are older than 65 years – increase in future
- share of people with activity limitation will reach 30-35% in the
future
-lower travel intensity, domestic travel
Opportunities
Survey results:
- would travel more if better conditions, high average travel spending
- potential increase of turnover: from 2.500 Million € to approx. 4.500
Million €
- 90.000 extra full time jobs
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TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Scope for skills needs
- Almost no suitable offers along the tourist service chain
- development of market opportunities
- services have to be adapted to the necessities of people with reduced
activity
- lack of site information at destinations
- general tourist information not adapted for handicapped people
 Need for a German qualification program for the tourist industry
providers to be trained in skill needs in Tourism for all
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Two recent surveys regarding the
employment needs and training needs
in Montenegro – demand for
employment and training
Bozidar Sisevic, National Observatory, Montenegro
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TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Background
Montenegro – small Mediterranean country:
- 600.000 inhabitants, 20-30% unemployment
- situation 1990-2000: cheap tourism, bad infrastructure, untrained
people, sharp decrease
- skills mismatch on tourist sector labour market: concurrent shortage
of labour and shortage of qualified workforce
- approx. 20.000 seasonal workers in tourism in 2003
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TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Survey results – employment needs in tourism sector
Survey among more than 4000 employers in March 2003, designed to
determine employment needs for seasonal workers:
- potential employment for about 10.000 seasonal workers in 2003
- skills gaps hinder employment growth
Future perspective
Master plan on development of tourism in Montenegro until 2020:
- higher quality of products
- diversification of tourist assets – not only focus on bathing tourists
- individualised tourism
- goal until 2020: double hotel beds from 50.000 to 100.000
- increase employment by 50.000 – 70.000 people
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004
Conclusion and outlook
Common trends in the presented markets:
- increasing customer orientation
- increasing international competition
- volatile market in an insecure environment
- changing customer demands – individualisation
- very big potentials in each tourist market segment
- skills gaps are obstacles to employment growth
 Growth opportunities depend on successful implementation of
qualification strategies in tourism sector
 How can that be reached?
skillsnet
TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR
INTERNATIONAL WORKSHOP, 29-30 April 2004