moderator: alexander karapidis rapporteurs: susanne liane schmidt; bernd dworschak fraunhofer...
TRANSCRIPT
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 tourism
Changing occupations and skill requirements in German tourism
Alexander Karapidis
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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
„Today - already do, what others only think tomorrow, because only the change is steady“
Heraklit 550-480 BC
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Changing occupations and skill requirements in tourism
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 skill requirements in tourism
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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Changing occupations and skill requirements in tourism
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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Changing occupations and skill requirements in tourism
The Role of ICT in Tourism and Related Changes in Skills – Tourism Value Net Revenue ManagementRiina Glinskihh, Hotelzon International Ltd /Tartu University, Estonia