英文2024年酒旅行业可转移技能分析报告（英）

REPORT

TRANSFERABLESKILLSGAINED

BYWORKINGINTHETOURISMANDHOSPITALITYSECTOR

Copyright©2023EuropeanTravelCommission(ETC)

TransferableSkillsGainedbyWorkingintheTourismandHospitalitySector

Allrightsreserved.Thecontentsofthisreportmaybequoted,providedthesourceisgivenaccuratelyand

clearly.Distributionorreproductioninfullispermittedforownorinternaluseonly.

Whileweencouragedistributionviapubliclyaccessiblewebsites,thisshouldbedoneviaalinktoETC’s

corporatewebsite,

ThisreportwasproducedbytheSchoolofHospitalityandTourismManagementofUniversityofSurrey

(

https://www.surrey.ac.uk/school-hospitality-tourism-management

)Email:shtm@surrey.ac.uk»

PublishedbytheEuropeanTravelCommissionRueduMarchéauxHerbes,61,

1000Brussels,Belgium

Website:Email:info@

Imagescopyright:UF

2

TABLEOFCONTENTS

TABLEOFCONTENTS03

FOREWORD04

EXECUTIVESUMMARY05

LISTOFFIGURES08

LISTOFTABLES08

1INTRODUCTION09

Mission11

ObjectivesandResearchDesign11

2LISTOFTRANSFERABLESKILLS13

2.1SampleDescription14

2.2CareerAspirationforChildren14

2.3BarrierstoWorkinOurIndustry17

2.4TransferableSkillsLearned18

2.5TransferableSkillsNeeded18

2.6ComparingTransferableSkillsLearned&Needed19

2.7TransferableSkillsNeededinOtherIndustries22

2.8TransferableSkillsLearnedinourIndustryVersusNeededinOtherIndustries22

3TRANSFERABLESKILLSMODEL25

4TRAINING28

4.1ApproachestoTrainingHardSkills29

4.2ApproachestoTrainingSoftSkills30

4.3ApproachestoHowChildrenLearn32

5METHODOLOGY33

5.1ListofTransferableSkills-Survey34

5.2TransferableSkillsModel-FocusGroup35

5.3ApproachestoHowChildrenLearn42

IMPRESSUM44

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FOREWORD

Travelembodiestheessenceofhumanconnection.Itrevolvesaroundsharedmomentsandinteractionsthatleavelastingimpressions.Atthecoreofthisintricatetapestryofexperiencesarehosts—proficientindividualswhointricatelylinktravellerswiththesoulofthedestinationstheyexplore.

Inthewakeofthepandemic,discussionsabouttherevivaloftheTourismandHospitalitysectoroftenemphasisedigitaladvancementsandtheneedforagreentransition.Yetavitalaspectisoftenoverlooked—thehumantouch.WemustnotforgetthededicatedworkforcethatformsthebackboneofEuropeantourism.

Wearealreadybattlingasignificantshortageofskilledworkersintourism.Reducedflightschedules,strugglingrestaurants,andhotelsclosingentirefloorsduetolackofstaffareamongthecripplingconsequences.ThisscarcityposesasignificantobstacletoEurope’stourismrecovery,secondonlytoeconomicchallengesandglobalconflicts,accordingtoUNWTO.

Thischallengedemandsaction.Weneedtoengagethenextgenerationandshowthemtheopportunitieswithinourindustry.Thenarrativesurroundingtourismcareersmustberewritten.Oftenmisunderstood,theseprofessionsofferinvaluableskills—communication,teamwork,problem-solving,andcustomerservice—thatareversatileandapplicableinmanyothersectors.

Jobsmaybeevolving,buttheessenceofhospitalityremainsunchanged.In2023,theEuropeanYearofSkills,decidedtoshedlightonthepromisingpathswithintourism.Wearecraftinganarrativethatshowcasesthediversejourneysthatstartwithacareerinourindustry.

AttheEuropeanTravelCommission,westandunitedtochampionourprofessionalsoftomorrow.Thisstudyisthefirststeptowardsrekindlingthepassion,thepride,andtheprofoundsenseofpurposethatcomeswithajobthatshapesdreamsandforgesconnections.WehopethatthisisthestartofajourneytowardsafuturewherethewarmthofhumaninteractioncontinuestodefineEuropeantourism.

TeodoraMarinska

COOEuropeanTravelCommission

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EXECUTIVESUMMARY

Addressinglabourshortagesaffectingthetravelandhospitalitysectordemandsamultifacetedapproach,focusingonfacilitatingworkermobility,adoptinginnovativetechnologies,andchangingthesector’simageasaworkplace.IncollaborationwiththeUniversityofSurrey’sSchoolofHospitalityandTourismManagement(SHTM),theEuropeanTravelCommission(ETC)hasembarkedonalong-termstrategytoreshapetheperceptionofthesectoramongthenextgenerationofworkers.Theprojectaimstodeveloptwoseriesofchildren’sbooks,eachconsistingofsixbooks,tointroducetransferableskillslearnedintheTourismandHospitalityindustrytochildrenaged5-11.ThesebooksaresettobeavailableinFebruary2024andwillserveasauniquewaytopromotetheindustry’sadvantagesasacareerpath.

TheprimarymissionofthisprojectistoaddressthechallengesfacedbytheTourismandHospitalityindustry,includinglabourshortagesandanunfavourableimage.Theprojectseekstoaccomplishthefollowing:

•Supporttheindustry:ThebooksaimtoattractindividualseagertolearnandexplorediverseopportunitieswithintheTourismandHospitalitysector,providingthemwithvaluableon-the-jobtrainingandtheflexibilitytoworkacrossdifferentrolesandcountries.

•Buildconfidenceandprideofpeopleworkinginthesector:Tonotonlycontributetopersonalsatisfaction,buttodrivetherippleeffectthatfostersapositiveworkculture,promotespersonalandprofessionalgrowth,andcontributestooverallwell-beingandsuccess.

•Empowerparents:Byofferingbooksthatintroducetransferableskillstaughtinthesector,theprojectaimstoempowerparentstoeducatetheirchildrenaboutkeyskillsessentialforvariouscareers.TheprojectemphasisesthattheTourismandHospitalityindustrycanserveasaplatformfordevelopingtheseskills,allowingindividualstopivotintootherprofessionswithoutbeingtiedtoasingleareaorlocation.

OBJECTIVESANDRESEARCHDESIGN:Toachieveitsgoals,theprojectconductedathree-stepsequential,mixed-methodresearchtoanswerkeyquestions:

1.Identifytransferableskills:Anonlinepanel-surveywithpeoplewhohavebeen,orareworkinginthetravelandhospitalitysectorwasdesignedandusedtoreveal:

•parentalaspirationsintermsofcareerchoiceoftheirchildren.

•barrierstoworkintheTourismandHospitalitysector.

•transferableskillsacquiredwhenworkingintheTourismandHospitalityindustry.

•transferableskillsthesectorislookingfor.

•transferableskillsnon-tourismsectorsaredemanding.

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EXECUTIVESUMMARY

2.Developatransferableskillsmodel:Twofocusgroupswitheightparticipantseachcategorized

116transferableskillsidentifiedviathesurvey.Theparticipants,amixofindustryprofessionalsandacademics,groupedtheseskillsintoclusters.

3.Understandhowchildrenaged5-11learntransferablesoftskills:Threefocusgroupswereconducted,withatotalof21participantswhohaddiversebackgroundsrelatedtochildren’seducationanddevelopment.Thesessions,ledbyamoderatorandanobserver,focusedondiscussinghowtoactivelycreatesituationsthatallowchildrentoacquiretransferablesoftskills.Asummativecontentanalysisapproachwasusedtoanalysethedata.

RESULTS

•Parentshopefortheirchildrentopursuecareersinengineeringfollowedbylaw,finance,andhealthcare.TourismandHospitalityisinthemid-field.

•Keybarrierstoworkinthesectorarelowincome,longworkinghours,difficultcustomers,lackoftraining,andstressfulandcomplexworkingenvironmentsbutalsootherssuchasjobinstability,lowsocialrecognition,negativesocialimage,andlimitedcareerprogression.

•Skillslearnedbyworkinginthesectorincludecommunication,customerservice,teamwork,problem-solving,multitasking,patience,timemanagement,flexibility,leadership,languageproficiency,attentiontodetail,empathy,andmanymore.

•Skillsneededlargelyoverlapwithskillslearned.

•TransferableskillsacquiredintheTourismandHospitalityindustryarehighlyrelevantinothersectors.Theseskillsincludecommunication,teamwork,problem-solving,leadership,adaptability,andmore,highlightingtheindustry’spotentialasatraininggroundfordiversecareers.

•Transferableskillsmodel:Themodelcomprisessoftskillsandhardskills.Thefirstlargegroupofsoftskillsiscalled(Inter)PersonalEffectivenesswhichconsistsoftwobroadcategoriescalledInterpersonalCommunicationSkills(i.e.,WorkplaceEtiquette,InterculturalCommunication,Communicationwith/toOthers,andEmotionalIntelligence)andPersonalGrowthandDevelopment(i.e.,PositiveCharacterTraits,Self-Mastery,AttitudeandMindset,WellbeingandAgility).ThesecondsoftskillgroupisProfessionalExcellence(i.e.,Creativity,

Productivity,andStrategicLeadershipSkills).

HardSkillsarecalledHospitalityandBusinessProficiencyandcompriseBusinessManagementSkills,ITSkillsandDigitalKnowledge,CulinarySkillsandEvents,andIndustryKnowledge.Thelinkbetweensoftandhardskillsisseenasamutualrelationshipimpactingeachother.

•Awealthofsuggestionswithregardtohowchildrencouldlearnsoftskillsisprovided.

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EXECUTIVESUMMARY

CONCLUSION:

Thisprojectinvolvedthreemaincomponents:identifyingtransferableskills,categorizationof116transferableskills,andanexplorationofeffectiveapproachesforchildrentolearnsoftskills.ATransferableSkillsModelhasbeendevelopedthatcomprisescategoriesofsoftandhardskillsanddemonstratestheinterconnectednessofvariousskills.Notably,softandhardskillswerefoundtoinfluenceeachothermutually.Inthecontextofchildren’seducation,adiversegroupofexpertsdiscussedmethodsforteachingsoftskills.Theprojectsuccessfullygeneratedvaluableinsightsintoskillclassificationandeducationalstrategies.

Byintroducingtransferableskillsinadventurestoriestochildrenthroughengagingchildren’sbooks,theprojectseekstoinspirethenextgenerationtoconsidercareersintheTourismandHospitalitysector.Additionally,theresearchhashighlightedtheindustry’spotentialtoprovideskillsvaluableacrossarangeofprofessions.Asalong-termstrategy,thisprojectcontributestoshapingabrighterfuturefortheindustrybyaddressinglabourshortagesandchangingperceptions.Thefirsttwobooks(onefortheagegroup5-7andonefortheagegroup8-11)willbereleasedinearly2024.

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LISTOFFIGURES

LISTOFFIGURES

Figure3.1Theresearchdesign

Figure4.2.1Preferredcareerchoiceforchildren

Figure4.2.2Frequencyofhowoftenacertainjobcategoryappearsatacertainrank

Figure4.2.3FrequencyofrankpositionofTourism&Hospitalityasadesiredfieldofemployment

Figure4.3.1BarrierstoworkintheTourism&HospitalitySector

Figure4.4.1TransferableskillslearnedintheTourism&HospitalitySector

Figure4.5.1TransferableskillsneededtobesuccessfulintheTourism&HospitalitySectorFigure4.6.1Comparisonoftransferableskillslearnedandneeded

Figure4.7.1TransferableskillsneededinindustriesotherthanTourism&Hospitality

Figure4.8.1ComparisonofskillslearnedinourfieldandskillsneededinotherindustriesFigure5.1ModeloftransferableskillsfortheTourism&Hospitalityindustry

Figure7.2.1Transferableskillsmindmapfocusgroup1Figure7.2.2Transferableskillsmindmapfocusgroup2

Figure7.2.3FinalmindmapoftransferableskillsintheTourism&Hospitalityindustry

LISTOFTABLES

Table4.6.1Transferableskillslearnedbutnotmentionedasneededandviceversa

Table4.8.1Transferableskillslearnedinthehospitalityandtourismsectorbutnotmentionedasneededinotherindustriesandviceversa

Table6.1.1ApproachestotrainingBusinessProficiencyTable6.2.1Approachestotrainingsoftskills

Table7.1.1Profileoffocusgroupparticipantsofhospitalityandtourismexperts

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INTRODUCTION

9

INTRODUCTION

1

AccordingtoastudybytheWorldTravelandTourismCouncil(2021),oneinsixvacancieswillnotbefilledandthehospitalitysectorandtravelagenciesarethemostaffected.Suggestedwaystodealwiththepositionsnotfilledarephrasedas“facilitatingworkermobilitywithamorefavourablevisapolicy,allowingflexibleandremotework,adoptinginnovativetechnologicalanddigitalsolutions,andofferingtraining,refresherprogramsandbenefitstoemployees”(,2022).Noneofthesemeasuresconsiderschangingtheimageofthesectorasaworkplacefromaratherunpopularonetoonethatprovidesopportunitiestolearntransferableskillsinanenvironmentthatoffersmanydifferentroles(e.g.,fromwaiter/waitress,totourguide,receptionistallthewaytodataanalystortechnologyrelatedjobs)whichonecanstartinanycountryandwhichprovidetheopportunitytomovebetweencountriesandtraveltheworldwhileworking.

IncollaborationwiththeUniversityofSurrey,SchoolofHospitalityandTourismManagement(SHTM)theEuropeanTravelCommission(ETC)developedaprojecttoexamineperceptionsoftheindustryandhowthoseperceptionsmightbechangedbypursuingalong-termstrategytoshapehowthesectorisviewedbythenextworkinggeneration.Thesetgoalistodeveloptwoseriesofchildren’sbooks(eachconsistingof6titles)whichpackagetransferableskillsonecanlearnbyworkingintheTourismandHospitalityindustryasadventuresfor5–7-year-oldsandfor8–11-year-olds.ThebasisforthebooksisaseriesofresearchprojectstorevealtransferableskillsimpartedbyworkintheTourismandHospitalityindustrytoprovideanunderstandingofwhichofthoseskillsarekeydriversofsuccessfulcareersinTourismandHospitalityandinothersectors.

Assuch,thisreportpresentstransferableskillsonecanlearninourindustryandrelatedtopicssuchasbarrierstoenteringourindustryandhowthosetransferableskillscanbecommunicatedtochildrentomakethesectormoreattractiveasacareerorasajumpingboardforotherprofessions.Theinnovative,non-traditionalapproachofdistributinginsightsofthisprojectasstoriesinchildren’sbooksisseenasalong-termstrategyandweareproudtoannouncethefirstbookofeachseries–basedontheinsightsofthisreport–willbeavailableinMay2024.

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INTRODUCTION

1

MISSION

Thebooksaimtohelpthetourismindustry,whichwantstoemploypeoplewhoareeagertolearnbyengaginginawidevarietyofopportunitieswithouthavingtocommitlong-termtoasinglejob/field/country,andbybeingpaidandtrainedonthejobwithout“severeconsequencesformistakes”unlikeotherfields/jobsthatdonotallowanymistakesanddonotteachsuchagreatvarietyoftransferableskills.

Theprojectalsoaimstohelppeople(parents)whowanttoteachtheirchildrentransferableskillscrucialformostjobs.Thebooksdemonstratetoparentsandchildrenhowthetourismsectorcanbeadiverselearningplatformandjumpingboardforotherprofessions,offeringflexibilityandtheopportunitytogainvaluableexperiencewithoutlongtermcommitment,unlikeotherprofessions.

OBJECTIVESANDRESEARCHDESIGN

Thegoalofthisreportistoanswer:

•Whichtransferableskillsdopeoplelearn/needwhenworkinginourindustry?Basedontheresults,atransferableskillsmodelwillbeintroducedwhichdemonstrateshowthevariousskillsarelinkedtoeachother.

•Whatarethebarrierstoparticipationinourindustry?

•WhichtransferableskillslearnedinTourismandHospitalityarerequiredinotherindustries?

•Whatfielddoparentswanttheirkidstoworkin?

•Howdochildrenaged5-11learntransferableskills?

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INTRODUCTION

1

Theresearchcomprisedthreesteps(Figure3.1).First,peopleworkingintheTourismandHospitalitysectorwerecontactedtoprovideinformationaboutwhichtransferableskillstheyhavelearnedfromworkinginthesector.Aftercleaningandcompilingthetransferableskillsgathered,TourismandHospitalityexpertsweregatheredintwoface-to-facefocusgroupsandaskedtogroupthecollectedtransferableskillsandprovideinformationconcerninghowthevariousgroupsarelinkedtoeachother.Finally,threefocusgroupswereorganisedwithchildeducationexperts,whowereaskedtodiscusshowonecanactivelyencouragechildrentolearnvariousgroupsoftransferablesoftskills.

ReserchObjectiveReserchSubjectMethod

ListofTransferableSkills

Revealtransferable

skillsonecanlearnfrom

workinginthetousim

andhospitality

industry

PeopleworkingintheTourismandHospitalitysector

Onlinesurvey:Open

innovationinspiration

Delphiapproach

ReserchObjective

Grouptransferableskills

andunderstandhowthe

differentgroupsarelinked

toeachother

Developatransferable

skillsmodel

Method

2Face-to-Facefocus

withTourismHospitality

experts

ReserchSubject

Tourismand

hospitalityexperts

TransferableSkillsModel

groupsand

ReserchObjective

ReserchSubject

Method

Revealing

Learnhowonecan

Onlinefocusgroups

3Onlinefocusgroups

Approachesto

activelytriggerchildren

withexpertswho

withexpertswho

HowChildrenLearn

tolearntransferable

understandhowkids

understandhowkids

TransferableSkills

skillswithaspecialfocusonsoftskills.

learn(eg.teachers,psychologists)

learn(e.g.,teachers,psychologists)

Figure3.1Theresearchdesign

Note:Detailsaboutthemethodologyusedforeachstepareprovidedattheendofthereport.

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LISTOF

TRANSFERABLESKILLS

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2

LISTOFTRANSFERABLESKILLS

2.1SAMPLEDESCRIPTION

Thesurveycomprised52.2%females,43%malesand4.8%indicatedasothers.Onaverage,participantsare38.36yearsold(STD=14.45,max=73,min=20)andstartedworkingintheTourismandHospitalityindustryatanageof21.52years(STD=5.88,max=52,min=14).Morethanhalf(55.7%)startedworkinginthesectorbelowtheageof21yearsandanother40.3%between22and31years.30.4%workedinhotels,followedby24.8%workinginrestaurants,and20.7%intravelagencies.Othersworkedinevents(6.5%),transport(3.3%),destinationsmanagement/nationaltourismorganisation(4.4%),andareassuchasmuseums,publicsector,touroperator,tourism&realestate,tourismeducation,tourguide,andtraveltechnology.Onaveragetheyworkedintheindustryfor15.2years(STD=12.82,max=54,min=1).Thevastmajorityhasbeenworkingincustomerfacingpositions(85.9%).Morespecifically39.1%workedatamanagementlevel,37%inanon-managementposition,12%atexecutivelevel(e.g.,generalmanager,director),8.7%areownersofthebusiness,andthefinal3.3%specifiedother.

AquarterareresidentsoftheBritainandNorthernIreland(25%)butthereisagoodmixofcountriesfromallovertheworldrepresented,with8.7%frombothGreeceandPortugalfollowedbyPoland(6.5%)andAustria(5.4%).Thentherearevariouscountrieswith4.3%,namelySpain,theUSA,andVietnam,3.3%frombothItalyandSwitzerland,and2.2%fromCzechRepublic,SouthAfrica,Sweden,andtheUnitedArabEmirates.Further,therearerespondentsfromAustralia,Bulgaria,Estonia,France,Germany,Hungary,India,Ireland,Israel,Kenya,Mexico,theNetherlands,andNewZealand.Mostparticipantscategorizetheirethnicorigin/themselvesaswhite(78.3%),followedbyAsian(13%),amixofmoreethnicgroups(3%),andblack/African/Caribbeanandothers(e.g.,Arab)accountfor2.2%each.

2.2CAREERASPIRATIONFORCHILDREN

Lookingattheirmaritalstatus,39.1%haveneverbeenmarried,27.2%aremarried,23.9%livewiththeirpartner,and9.8%aredivorcedorseparated.68.5%havenochildren,16.3%havetwoand12.0%haveone.1.1%and2.2%havethreeandfourchildrenrespectively.Concerningtheaspirationparticipantshavefor(their)children,theyrankacareerinengineeringhighestfollowedbylaw,finance,andhealthcare.TourismandHospitalityisinthemid-field(Figure4.2.1).

Consideringhowoftenacertainjobcategoryisranked1st,2nd,3rd,etc.Figure4.2.2showsthatEngineering,Healthcare,Law,andFinancehavebeenrankedfirstmostoften.

Tourism&Hospitalityappearedmostoftenonthe5thrank(14.72%)ofthemostdesirablefieldparentswanttoseetheirchildrenworkin,followedbythe8thrank(11.04%)andthe6th(10.12%)–seeFigure4.2.3fordetails.

Afewchosethecategory“Other”andspecifiedthattheywanttheirchildrentoworkineducation/teaching,genderstudies,humanresourcesandanthropology,informatics,dependsonchild’sinterest,technology,andpolitics.

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2

LISTOFTRANSFERABLESKILLS

0.01.02.03.04.05.06.07.08.0

30

25

20

15

10

5

0

Figure4.2.1Preferredcareerchoiceforchildren

1st

2nd3rd

Engineering

Media&Marketing

4th5th

Healthcare

Tourism&

Hospitality

6th

Law

Construction

7th

Finance

Agriculture

8th9th

Performance/ArtsManufactoring

10th

Engineering

Law

Finance

Healthcare

Tourism&Hospitality

Performance/Arts

Media&Marketing

Construction

AgricultureManufactoring

Figure4.2.2Frequencyofhowoftenacertainjobcategoryappearsata

certainrank

15

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LISTOFTRANSFERABLESKILLS

16

14

12

10

8

6

4

2

0

5th8th6th4th7th9th3rd2nd1st10th

Figure4.2.3FrequencyofrankpositionofTourism&Hospitalityasadesiredfieldtoworkin

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LISTOFTRANSFERABLESKILLS

2.3BARRIERSTOWORKINOURINDUSTRY

Peoplewhoareworkingin,orpreviouslyworkedinthesectorstatedmultiplereasonswhytheythinkpeopledonotselectTourismandHospitalityasapreferredcareerchoice(Figure4.3.1).

Lowincome

LongworkinghoursBadcustomersLackoftraining

StressfulworkingenvironmentComplexworkingenvironmentHeavyworkload

SlowcareerdevelopmentpathSeasonality

Languagebarriers LowsocialrecognitionPoorworkingexperience Poorleadership IrregularworkingtimeIntrovertedpersonality

FrequentcustomercomplaintsLackofindustryknowledge PoorinterpersonalskillsNolife-workbalance

NegativeemotionsHeavyphysicallabourBadworkingconditions

ShiftworkingPoorcommunicationskills FrequentovertimeworkPoormanagement

Poorcolleagues

LowpatienceLackofpromotionalopportunities

Poorworkingconditions PoorsocialskillsNegativesocialimage

LimitedcareerdevelopmentopportunitiesLazypersonality

LackofflexibilityHighlycompetitivework Highturnoverrate GenderinequalityDiscrimination

CulturedifferenceAgebarrier

PoorserviceskillsPoormultitaskingskillsPooreducation

PoorcomputerskillsPhysicallyexhausting NervousnessLowworkplacesafety LowengagementLowbenefits

LowaccesspermittotheindustryLackofsupportLackofempathy

Lackofcommunication JobuncertaintyHierarchicalstructuresHealthproblems

FrequentchangeinworkplaceFast-placedwork

010203040506070

Figure4.3.1BarrierstoworkintheTourism&HospitalitySector17

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LISTOFTRANSFERABLESKILLS

2.4TRANSFERABLESKILLSLEARNED

Atotallistof90differentskillslearnedbyworkinginthetourismorhospitalityindustrieshavebeenidentifiedthroughthesurvey.Amongthosementionedmostoften(thebiggerthefontsizeinFigure4.4.1themoreoften