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

Working Group I: Changing occupations and skill requirements in the tourism sector. Trends and Skill Needs in the Tourism Sector International Workshop 29-30 April 2004 Halle (Saale), Germany. Moderator: Alexander Karapidis Rapporteurs: Susanne Liane Schmidt; Bernd Dworschak

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

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  1. Working Group I: Changing occupations and skill requirements in the tourism sector Trends and Skill Needs in the Tourism Sector International Workshop 29-30 April 2004 Halle (Saale), Germany Moderator: Alexander KarapidisRapporteurs: Susanne Liane Schmidt; Bernd Dworschak Fraunhofer Institute for Industrial Engineering (IAO), Stuttgart, Germany

  2. Agenda for the Working Group I Alexander Karapidis, Fraunhofer Institute for Industrial Engineering, Germany Introduction “Changing occupations and skill requirements in tourism” Marion Joppe, Director, School of Hospitality & Tourism Management, University of Guelph, CanadaChanging 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

  3. Changing occupations and skill requirements in German tourismAlexander Karapidis

  4. Knowing today which skills will be needed tomorrow Anticipated trends in Germany (social, tourism sector, tourism companies) Implications for occupations and skill requirements

  5. Some social trends in Germany with an impact on tourism industry Information societyinformation overflow and difficulty of information selection Fitness/ WellnessAwareness 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

  6. Choice of impact on supply and demand in tourism industry demand supply • Claims of clients increase (quality, service, price) • Market concentration • Increase of cross-selling activities • Fascination level increases • Combination of leisure and shopping • Developing of different lifestyles • Emotionalisation • Request for authenticity • changing occupations and qualification issues • Hybrid consument • Segmentation of clients • Everlasting youth (anti-aging)

  7. Trends in the German tourism sector • 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-dated High request for academics in tourism The lateral hired manager proportion still increases in tourism Source: Freie Universität Berlin – Willy Scharnow Institute for Tourism 2000

  8. The services do not have the right service quality and standards The company does not know what their customer expects • Bad service design and -engineering • Missing customer oriented standardisations and QM • Inadequately configuration of the environment • Desiderative communication • Deficient customer management • Deficient market research the companies` service standards do not fit to the service performance by their employees The services do not correspond with the effective achievement • Shortfalls in human resource management • Bad coordination of supply and demand • Shortfalls in customer behaviour • No consistence marketing communication Performance gaps for tourism companies (and destinations) Missing skills & qualifications form obstacles for service performance (Compare Zeithaml/ Bitner)

  9. 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 • Special qualification and skill requirement fields • business tourism • culture tourism • ecological tourism Source: Occupational trends in European tourism University of Gießen 2003 (Germany, France, Italy, Lithuania, Austria, Hungary, Greece)

  10. „Today - already do, what others only think tomorrow, because only the change is steady“ Heraklit 550-480 BC

  11. Contact Fraunhofer IAO Alexander Karapidis                       Competence Center Human Ressource Management Nobelstraße 1270569 Stuttgart, GermanyTelephon: 0711 970 2019, 2051Telefax: 0711 970 2299alexander.karapidis@iao.fhg.de

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

  13. 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

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

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