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Tourism, Travel and Hospitality Industries to Need to Offer World Class Service to Thrive

April 30, 2015 Training No Comments Print Print Email Email

To realise their full potential, Australia’s tourism, travel and hospitality industries have to attract the best people they can and give them the skills they need to offer truly world class service.

That’s according to the 2015 Tourism, Travel and Hospitality Environmental Scan released today by Service Skills Australia. The scan identifies the factors currently impacting on the workforce make up and skills needs of our tourism, travel, hospitality and events industries, and considers how well the national training system and industry itself are responding to them.

‘Consumers are now demanding new and unique experiences and top level service, at the same time they can check out the competition, compare prices and read reviews on their ever-handy devices,’ said Service Skills Australia’s CEO, Yasmin King.

Tourism has been hailed as one of Australia’s five super industries and is expected to grow by 20 per cent over the next four years. Restaurant, café and catering service turnover grew by more than 10 per cent in the year to August 2014, while demand for Conference and Event Organisers is expected to increase by 18 per cent by November 2018.

‘These industries are already very successful, but ensuring training is turning out graduates with the skills they really need in the workplace will help them become real engines of our economy and continue to compete successfully in the international context,’ Ms King explained.

Factors such as the seasonal nature of the work and a highly casualised workforce can stand in the way of attracting and retaining the right people. To counter this, these industries need to develop and promote career paths. Employees also need to be equipped with transferrable skills to expand the labour pool.

Areas where skills need to be developed include customer service, cultural awareness, languages and digital and technology expertise, including in social media.

An over-arching service industries’ Environmental Scan was produced with the assistance of the Australian Government through the Department of Education and Training. Service Skills Australia also developed individual Environmental Scans for sector groups.

To download the Environmental Scans and industry snapshots visit serviceskills.com.au/environmental-scans. To keep track of the discussion generated by the release of these important documents, connect with us on social media  ServiceSkillsAustralia  ServiceSkills or search #SSAeScan.

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