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Industry Skills and Development

Pearls of Wisdom

"Recycling provides livelihood for millions of people and families in developing countries, either in the form of formal employment or informal economic activities." www.practicalaction.org

People are the lifeblood of a tourism destination. Attracting and retaining adequate staff into the industry remains a global challenge. The right staff help to deliver the right experience. The delivery of a high quality customer service experience is essential to the sustainability and profitability of any tourism business, community or destination. A visitor's experience in a destination can be greatly influenced by the quality of the services and the personal interactions with host community industry employees throughout their stay. The tourism industry faces a number of challenges related to the labour market and meeting visitor expectations including the recruitment ... Read more
People are the lifeblood of a tourism destination. Attracting and retaining adequate staff into the industry remains a global challenge. The right staff help to deliver the right experience. The delivery of a high quality customer service experience is essential to the sustainability and profitability of any tourism business, community or destination. A visitor's experience in a destination can be greatly influenced by the quality of the services and the personal interactions with host community industry employees throughout their stay. The tourism industry faces a number of challenges related to the labour market and meeting visitor expectations including the recruitment of staff, training and development, ensuring customer service quality standards and staff retention.

Destination managers can assist the industry in meeting these labour market challenges through:


Labour Market Access

Destination Management Tip

Tourism industry organisations and associations provide specific training and labour market development opportunities and advice for destinations and individual operators.

The development of both online and face-to-face networking forums providing opportunities for employers to source and recruit tourism employees has allowed for greater access to the tourism labour market. The development of these types of forums at a local level can also help to recruit and retain staff at a destination level. Further, international skilled migration programs can provide a valuable additional avenue for staff recruitment. Partnering with education providers is often the best way to access skilled staff.


Training and Development

Training and development programs for tourism industry staff need to be developed with a clear understanding of the customer’s expectations and needs. Destination Managers should work closely with their industry businesses and education and training providers to ensure education and training programs are relative to the needs of host community’s delivery of tourism experiences and products. The Sunshine Coast’s Tourism Skills Alliance Program is a proactive example of this collaborative process at the destination level. Customer service training programs, such as the Service Excellence program implemented in the Daylesford region, and the Australia-wide AussieHost program provide nationally recognised standard training that can assist staff to up-skill. Training programs and accreditation also provide employers with confidence when recruiting new staff. Training Needs for the Hospitality Industry, developed by the Sustainable Tourism Cooperative Research Centre recognised the need for industry input into training and education programs for tourism and hospitality.

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