Moderator: Alexander Karapidis Rapporteurs: Susanne Liane Schmidt; Bernd Dworschak Fraunhofer...

Moderator: Alexander KarapidisRapporteurs: Susanne Liane Schmidt; Bernd Dworschak

Fraunhofer Institute for Industrial Engineering (IAO), Stuttgart, Germany

Working Group I: Changing occupations and skill requirements in the tourism sector

Trends and Skill Needs in the Tourism SectorInternational Workshop29-30 April 2004Halle (Saale), Germany

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Changing occupations and skill requirements in tourism

Agenda for the Working Group I Alexander Karapidis, Fraunhofer Institute for Industrial Engineering, GermanyIntroduction “Changing occupations and skill requirements in tourism”

Marion Joppe, Director, School of Hospitality & Tourism Management, University of Guelph, Canada Changing occupations and occupational identities in hospitality and tourism – the case of Canada

Olga Strietska, Cedefop Alena Zukersteinova, National Observatory of Employment and Training, NTF, Czech Republic Factors shaping occupational identities in the tourism sector: research from Spain, Czech Republic and Greece

Riina Glinskihh, Hotelzon International Ltd /Tartu University, Estonia The Role of ICT in Tourism and Related Changes in Skills – Tourism Value Net Revenue Management

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Changing occupations and skill requirements in German tourism

Alexander Karapidis

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Knowing today which skills will be needed tomorrow

Anticipated trends in Germany (social, tourism sector, tourism companies)

Implications for occupations and skill requirements

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Some social trends in Germany with an impact on tourism industryInformation society

information overflow and difficulty of information selection

Fitness/ Wellness Awareness of health an active care of health

Globalisationbarriers between cultures are lower than in the past

CocooningRetreat to domestic spheres

ConsumerismFrom everything more

New role allocationgender issues e.g. same income..

Aging societyIncreased life expectancy

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Choice of impact on supply and demand in tourism industrydemand supply

• Fascination level increases

• Developing of different lifestyles

• Claims of clients increase (quality, service, price)

• Hybrid consument

• Everlasting youth (anti-aging)

• Request for authenticity

• Increase of cross-selling activities

• Emotionalisation

• Market concentration

• changing occupations and qualification issues

• Combination of leisure and shopping

• Segmentation of clients

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Trends in the German tourism sector

Source: Freie Universität Berlin – Willy Scharnow Institute for Tourism 2000

Most experts say that changing structures in travel business…..

• growth of cross-selling activities of travel-related products and services• development of new distribution channels• improvement of costumer-relationship management activities especially customer retention

….cause skill requirements and the need of changing occupations

Existing vocational profiles are out-datedHigh request for academics in tourismThe lateral hired manager proportion still increases in tourism

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Missing skills & qualifications form obstacles for service performance

(Compare Zeithaml/ Bitner)

The company does not know what their customer expects

• Desiderative communication • Deficient customer management • Deficient market research

The services do not have the right service quality and standards• Bad service design and -engineering• Missing customer oriented standardisations and QM• Inadequately configuration of the environment

the companies` service standards do not fit to the service performance by their employees • Shortfalls in human resource management• Bad coordination of supply and demand• Shortfalls in customer behaviour

The services do not correspond with the effective achievement

• No consistence marketing communication

Performance gaps for tourism companies (and destinations)

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Trends in European qualification and skill requirements

Main qualification and skill requirement issues• Sales assistant skill training• intercultural communication & management• Client-orientation• New media• Social competence (soft skills)• Foreign language• Marketing• Quality management

Source: Occupational trends in European tourism University of Gießen 2003 (Germany, France, Italy, Lithuania, Austria, Hungary, Greece)

Special qualification and skill requirement fields• business tourism• culture tourism• ecological tourism

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„Today - already do, what others only think tomorrow, because only the change is steady“

Heraklit 550-480 BC

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Contact

Fraunhofer IAOAlexander Karapidis Competence Center Human Ressource Management Nobelstraße 1270569 Stuttgart, Germany

Telephon: 0711 970 2019, 2051Telefax: 0711 970 [email protected]

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Changing occupations and occupational identities in hospitality and tourism – the case of CanadaMarion Joppe, Director, School of Hospitality & Tourism Management, University of Guelph, Canada

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Factors shaping occupational identities in the tourism sector: research from Spain, Czech Republic and Greece Olga Strietska, Cedefop Alena Zukersteinova, National Observatory of Employment and Training, NTF, Czech Republic

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The Role of ICT in Tourism and Related Changes in Skills – Tourism Value Net Revenue ManagementRiina Glinskihh, Hotelzon International Ltd /Tartu University, Estonia

Moderator: Alexander Karapidis Rapporteurs: Susanne Liane Schmidt; Bernd Dworschak Fraunhofer...

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Transcript of Moderator: Alexander Karapidis Rapporteurs: Susanne Liane Schmidt; Bernd Dworschak Fraunhofer...