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Comenius School Project Serjo. Created By Classes IV B And IIIB - IIIE Liceo Scientifico Michelangelo Forte dei Marmi.

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Presentation on theme: "Comenius School Project Serjo. Created By Classes IV B And IIIB - IIIE Liceo Scientifico Michelangelo Forte dei Marmi."— Presentation transcript:

1 Comenius School Project Serjo

2 Created By Classes IV B And IIIB - IIIE Liceo Scientifico Michelangelo Forte dei Marmi

3 General tendencies in the service sector in Tuscany. Tuscany has a population of more than three and half million inhabitants and an unemployment rate of 5,1% (2001); well below the Italian national average of 9,5% or the European average of 7,7%. Tuscany has a population of more than three and half million inhabitants and an unemployment rate of 5,1% (2001); well below the Italian national average of 9,5% or the European average of 7,7%. Tuscany has a highly competitive productive context, orientated towards export and founded mostly on small businesses who are able to adjust to changes of the unsteady market. The model of regional development, based on small businesses, has guaranteed, in the past few years, high employment possibilities to both male and female sectors of the population, with a rate of employment (49,3%) above the national average (48,5%) Tuscany has a highly competitive productive context, orientated towards export and founded mostly on small businesses who are able to adjust to changes of the unsteady market. The model of regional development, based on small businesses, has guaranteed, in the past few years, high employment possibilities to both male and female sectors of the population, with a rate of employment (49,3%) above the national average (48,5%)

4 The service sector has a predominant role in the economy (62% of total employment) compared to industry (34,3%) and agriculture (3,2%) and seems to be continuously evolving, both because of the growth of services in traditional sectors, and because of the development of professions tied to Internet and new economy. The service sector has a predominant role in the economy (62% of total employment) compared to industry (34,3%) and agriculture (3,2%) and seems to be continuously evolving, both because of the growth of services in traditional sectors, and because of the development of professions tied to Internet and new economy. Even though there are more job opportunities than in other areas in Italy, it must be remembered that the employment market in Tuscany is very mobile and exposed to constant transformation. Even though there are more job opportunities than in other areas in Italy, it must be remembered that the employment market in Tuscany is very mobile and exposed to constant transformation. Among the present dynamics there is a situation common to all the more advanced economical areas of the country: on one hand, businesses cannot find people with the necessary qualifications and on the other, young people cannot find work as they have not got the required qualifications. Among the present dynamics there is a situation common to all the more advanced economical areas of the country: on one hand, businesses cannot find people with the necessary qualifications and on the other, young people cannot find work as they have not got the required qualifications. New employees are required above all in the service sector and in the following groups: New employees are required above all in the service sector and in the following groups: Bank-insurance Bank-insurance services to businesses services to businesses commerce commerce

5 Expected new employments in Tuscany for activities related to tourism in the year 2006: 85 Expected new employments in Tuscany for activities related to tourism in the year 2006: 85 Job requirements School education no degree 0 no degree 0 specific job qualification 0 specific job qualification 0 vocational school diploma (after 3 years of education) 0 vocational school diploma (after 3 years of education) 0 school diploma 84 school diploma 84 university degree 1 university degree 1Age until 29 years 39 until 29 years 39 over 30 years 37 over 30 years 37 not important 9 not important 9 Required experiences Specific experience in the business sector 54 Specific experience in the business sector 54 no specific experience 31 no specific experience 31 Knowledge of foreign languages necessary 81 necessary 81 not necessary 4 not necessary 4 I.T. competences Basic skills 83 Basic skills 83 Very good abilities 0 Very good abilities 0 not important 2 not important 2Sex female 35 female 35 male 38 male 38 not important 12 not important 12 Type of contract unlimited contract 9 unlimited contract 9 temporary contract 55 temporary contract 55 contract for trainees 21 contract for trainees 21

6 CATERER

7 Caterers offer food services to a variety of clients. They work closely with them to: Caterers offer food services to a variety of clients. They work closely with them to: Design, prepare, and serve menus for events, including wedding dinners, conferences, holiday brunches, office lunches and any other occasion where people gather and consume food. Design, prepare, and serve menus for events, including wedding dinners, conferences, holiday brunches, office lunches and any other occasion where people gather and consume food. The caterer provides menus and the clients choose their favourite dishes and work with the caterer to assemble a meal where each dish compliments the others. The caterer provides menus and the clients choose their favourite dishes and work with the caterer to assemble a meal where each dish compliments the others.

8 If we look for a definition of catering we find at least 3 different activities in this sector: If we look for a definition of catering we find at least 3 different activities in this sector: Mobile catering Mobile catering Event catering Event catering Industrial catering Industrial catering Mobile Catering. Mobile Catering. A mobile caterer serves food directly from a vehicle or cart that is designed for the purpose. Mobile catering is common at outdoor events (such as concerts), business brunches, parties, etc. A mobile caterer serves food directly from a vehicle or cart that is designed for the purpose. Mobile catering is common at outdoor events (such as concerts), business brunches, parties, etc. Event catering. Event catering. When most of people refer to a caterer, they are referring to an event caterer who serves food with waiting staff at dining tables or set up a self-service buffet. The food may be prepared on site, made completely at the event, or the caterer may choose to bring prepared food and put the finishing touches on once they arrive. This service is typically provided at banquets, conventions and weddings. When most of people refer to a caterer, they are referring to an event caterer who serves food with waiting staff at dining tables or set up a self-service buffet. The food may be prepared on site, made completely at the event, or the caterer may choose to bring prepared food and put the finishing touches on once they arrive. This service is typically provided at banquets, conventions and weddings.

9 Industrial catering. Industrial catering includes providing food for airline passengers, schools, prisons and other institutional settings. It can include contract management of client foodservice facilities. Industrial catering includes providing food for airline passengers, schools, prisons and other institutional settings. It can include contract management of client foodservice facilities. Who is a good caterer? A caterer is expected to know not just food preparation, but how to make it attractive. Catering companies have moved towards full-service, taking charge not only of food preparation, but also decorations, such as table settings or lightning. Food is still a focal point, but it is also part of a broader mission. With the correct atmosphere, professional event caterers can bring clients satisfaction of all the senses in a way that makes an event special and memorable. A caterer is expected to know not just food preparation, but how to make it attractive. Catering companies have moved towards full-service, taking charge not only of food preparation, but also decorations, such as table settings or lightning. Food is still a focal point, but it is also part of a broader mission. With the correct atmosphere, professional event caterers can bring clients satisfaction of all the senses in a way that makes an event special and memorable.

10 A successful caterer should: A successful caterer should: develop his food preparation skills develop his food preparation skills plan menus for the different types of events he would like to cater (buffet, formal dinner, cocktail party, etc.) plan menus for the different types of events he would like to cater (buffet, formal dinner, cocktail party, etc.) set up his own recipe catalogue set up his own recipe catalogue create a business plan create a business plan get start-up financing for his business get start-up financing for his business have management skills have management skills manage a cooking and serving staff manage a cooking and serving staff have organizational skills have organizational skills have strong interpersonal, particularly listening skills have strong interpersonal, particularly listening skills gently guide people to decisions that will benefit the event gently guide people to decisions that will benefit the event

11 In their first few years in catering many find that talent only gets you so far. You can have dozens of clients and the best products, told us a long-time caterer, and you can still loose lot of money.... Management skills are critical, for those who wish to keep their catering concerns solvent. In their first few years in catering many find that talent only gets you so far. You can have dozens of clients and the best products, told us a long-time caterer, and you can still loose lot of money.... Management skills are critical, for those who wish to keep their catering concerns solvent. Of vital importance to anyone who wants to become a good caterer is getting experience as frequently as possible, trough training courses, volunteer work or paid experiences. Of vital importance to anyone who wants to become a good caterer is getting experience as frequently as possible, trough training courses, volunteer work or paid experiences. There are no specific educational requirements for becoming a caterer, though many choose to attend a vocational school (Istituto Professionale Alberghiero) to learn the basics of certain schools of cooking, restaurant management, finance, etc. There are no specific educational requirements for becoming a caterer, though many choose to attend a vocational school (Istituto Professionale Alberghiero) to learn the basics of certain schools of cooking, restaurant management, finance, etc. Those who didnt attend any special schools should have some type of professional food preparation experience: cooking and serving food for large numbers of people in a limited time frame is a skill to be learned. Those who didnt attend any special schools should have some type of professional food preparation experience: cooking and serving food for large numbers of people in a limited time frame is a skill to be learned. Lots of catering services are owner-run, because after years of experience in the sector many caterers try to start an own catering business. This implies, caterers have to enlarge and improve their abilities and: Lots of catering services are owner-run, because after years of experience in the sector many caterers try to start an own catering business. This implies, caterers have to enlarge and improve their abilities and:

12 Decide which services to offer (mobile catering, full-service catering,....) Decide which services to offer (mobile catering, full-service catering,....) Plan specific menus for different events Plan specific menus for different events Decide what sort of equipment and supplies you need for your catering business (dishes, silverware, glassware, etc.) Decide what sort of equipment and supplies you need for your catering business (dishes, silverware, glassware, etc.) Learn how to do a client consultation Learn how to do a client consultation Set prices Set prices Prepare a catering estimate (including how to deal with possible food price fluctuations) Prepare a catering estimate (including how to deal with possible food price fluctuations) Prepare a catering contract Prepare a catering contract Learn how to market your catering business (including how to create a marketing plan) Learn how to market your catering business (including how to create a marketing plan) Arrange the transport of prepared food Arrange the transport of prepared food The main professional figures in the sector catering we found particularly interesting are: food and beverage manager, cook and maître. The main professional figures in the sector catering we found particularly interesting are: food and beverage manager, cook and maître.

13 The food and beverage manager. The food and beverage manager. He holds the organization, management and coordination of all the activities connected with catering, regarding the economical resources, the services and the staff. If this figure works in hotels with restaurants, he has to carry out also the coordination activity between kitchen, restaurant, hall and bar, in cooperation with the services leaders. He holds the organization, management and coordination of all the activities connected with catering, regarding the economical resources, the services and the staff. If this figure works in hotels with restaurants, he has to carry out also the coordination activity between kitchen, restaurant, hall and bar, in cooperation with the services leaders. Tasks: Tasks: Define the use of the space (for ex. for a banquet) Define the use of the space (for ex. for a banquet) Test the compatibility between quality, price and service Test the compatibility between quality, price and service Decide the furniture you need Decide the furniture you need Take under control the price of the food Take under control the price of the food Coordinate all the sectors Coordinate all the sectors Decide daily menus with the cook Decide daily menus with the cook

14 Skills: Skills: Communicative competences Communicative competences Knowledge of marketing Knowledge of marketing Practical knowledge of food preparation Practical knowledge of food preparation Cooperative competences Cooperative competences Use of I.T. Use of I.T.

15 Chef Chef He or she is the person who takes care of food preparation in the catering structure. The chef is the person in charge of coordination activities in the kitchen and has the task of supervising and organising the cookers job. He or she is the person who takes care of food preparation in the catering structure. The chef is the person in charge of coordination activities in the kitchen and has the task of supervising and organising the cookers job. He has to guarantee the menus quality together with the food and beverage manager. He has to guarantee the menus quality together with the food and beverage manager. Skills: Skills: Know how to cook and conserve the food Know how to cook and conserve the food Know how to use the new kitchens instruments Know how to use the new kitchens instruments Learn notions about nourishment Learn notions about nourishment Manage the staff Manage the staff Collaborate with the staff Collaborate with the staff

16 Maître. He works in high class restaurants, he is responsible for the coordination of every activity in the dining room. He supervises and organizes the activities of the waiters, he receives customers. Skills: Receive the customers Plan the menus Take care of room decoration Give tasks to waiters and plan working time Control orders Manage customers difficulties Tasks: Managerial and organisational abilities Communicative competences Ability to achieve the role of leadership Decision-making autonomy Sensibility and psychological abilities

17 Looking for information about the job profile caterer... Looking for information about the job profile caterer... In order to analyse the main items of the above mentioned job profile, we devised a questionnaire for long-time employees/supervisors in the named sector and filmed an interview with a caterer who is running a Catering Business in our area. In order to analyse the main items of the above mentioned job profile, we devised a questionnaire for long-time employees/supervisors in the named sector and filmed an interview with a caterer who is running a Catering Business in our area. We asked him following questions: We asked him following questions:

18 1. Could you please introduce yourself? 2. As you know, we're working on a Comenius Project called "Serjo: new trends in service jobs", and we're searching some information concerning the job as "caterer". Could you explain us what this job is about? 3. How is this figure important in Italy and above all in our region? 4. Why did you start this kind of job? What sort of motivation did you have? 5. We found on the Internet that there are different types of catering: mobile, event and industrial catering. Do you know if we have the same services in Tuscany? Which are the most popular? 6. When you started this job what sort of skills did you need to have? Are they different from now? 7. What qualifications are requested nowadays? What qualifications were you asked when you were employed? 8. Was and is the language one of the required qualifications? Which language in particular? 9. Do training forms regarding this job exist? If not, how does your staff form? 10. Regarding the last question, how was the situation some years ago? Did young employees have the opportunity to follow training courses?

19 11. Is it necessary to follow some updating courses while working? Are these courses paid by your society? 12. Do new technologies have an important role in your sector? Are computer competences today more useful than in the past? 13. What behaviour must be kept while working? 14. Are there in your opinion personal skills that make the difference between a good and a bad caterer? 15. What kind of expectations did employees of this sector have in the past and are they the same today? 16. What are in your experience the main reasons of a failure in your activity? 17. Do you know if women have the same chances as men to be employed in this sector? 18. Could you compare job conditions nowadays to employees' quality of life in the past? 19. What could you suggest to young people who want to start this activity? 20. Are there in your opinion areas of your activity as caterer in Tuscany that should be more supported or fostered?

20

21 Mister Portaluppi is the manager of COALVE, which is a company working in the catering service sector. Mister Portaluppi is the manager of COALVE, which is a company working in the catering service sector. The Company distributes products, receives orders from customers and in the agreed time it delivers goods. The Company distributes products, receives orders from customers and in the agreed time it delivers goods. COALVE has a 2000 m2 warehouse, it distributes 4000 products, has 11 motor vehicles and serves 1000 local customers in Versilia (from Torre del Lago to Massa including part of Lucca). COALVE has a 2000 m2 warehouse, it distributes 4000 products, has 11 motor vehicles and serves 1000 local customers in Versilia (from Torre del Lago to Massa including part of Lucca). Some years ago a group of managers created a cooperative company to solve the national distribution problems in the catering sector, offering instead a local service. Some years ago a group of managers created a cooperative company to solve the national distribution problems in the catering sector, offering instead a local service. Now the company has 200 members, 5 promoters and 45 employees. The number of employees increases during the summer, because customers have more problems in finding products directly from the industries. Now the company has 200 members, 5 promoters and 45 employees. The number of employees increases during the summer, because customers have more problems in finding products directly from the industries. The companys customers are hotels, restaurants, bars, pubs, night clubs… The companys customers are hotels, restaurants, bars, pubs, night clubs… Mister Portaluppi says that the idea to create this company came from local needs and requests. Mister Portaluppi says that the idea to create this company came from local needs and requests. He immediately loved this job, because it was new, interesting and he could get satisfaction. He immediately loved this job, because it was new, interesting and he could get satisfaction.

22 To become a caterer in Italy is not necessary to attend training courses. However the company COALVE organizes training courses and meetings into the company for trainees or young employees. To become a caterer in Italy is not necessary to attend training courses. However the company COALVE organizes training courses and meetings into the company for trainees or young employees. Outside the companys employees attend sometimes training courses paid by the company, about security legislation and health laws. Outside the companys employees attend sometimes training courses paid by the company, about security legislation and health laws. Nowadays there are no differences in employment of women or men, because women can work better and safely thanks to machines and technology. Nowadays there are no differences in employment of women or men, because women can work better and safely thanks to machines and technology. The knowledge of foreign languages is not necessary, because the company works especially in a local area. The knowledge of foreign languages is not necessary, because the company works especially in a local area. I.T. competences are, on the contrary, very important because trough computers you can get information about statistics, about changes in the service sector, and PC allow a better relationship between customers and company. I.T. competences are, on the contrary, very important because trough computers you can get information about statistics, about changes in the service sector, and PC allow a better relationship between customers and company. Mister Portaluppi says that the job profile caterer is becoming very important in our area and young clerks who work well and are interested in this sector activity will have in future good career opportunities, but, attention, dedication and self consciousness are required. Mister Portaluppi says that the job profile caterer is becoming very important in our area and young clerks who work well and are interested in this sector activity will have in future good career opportunities, but, attention, dedication and self consciousness are required.

23 About the job profile caterer, the manager distinguishes his activity in mobile, event and industrial catering. About the job profile caterer, the manager distinguishes his activity in mobile, event and industrial catering. The real catering is the organization of events, foods production and distribution. Industrial catering interacts with the production and has different and specific requirements. The real catering is the organization of events, foods production and distribution. Industrial catering interacts with the production and has different and specific requirements. Until some years ago the companys employees worked physically hard. Until some years ago the companys employees worked physically hard. Today new technologies and modern machines (f. ex. elevators) allow to work more easily and to have more security. Today new technologies and modern machines (f. ex. elevators) allow to work more easily and to have more security. In the last years the activity in this service sector in Versilia has become seasonal. In the last years the activity in this service sector in Versilia has become seasonal. About the jobs behaviour, a caterer has to be perfect, that is, he has to solve customers problems, and to give customers suggestions about the products. About the jobs behaviour, a caterer has to be perfect, that is, he has to solve customers problems, and to give customers suggestions about the products. The caterers activity is also creative. Mr. Portaluppi offers Italian local products but he also imports meat from Germany, Brazil and fish from Spain. The caterers activity is also creative. Mr. Portaluppi offers Italian local products but he also imports meat from Germany, Brazil and fish from Spain. Cleanliness, autonomy and commonsense are very important. Cleanliness, autonomy and commonsense are very important.

24 Brief summary of the Questionnaire for Trainees/Junior Clerks Caterer

25 We also devised a questionnaire for trainees/junior clerks and distributed it to 10 people. This was our text: We also devised a questionnaire for trainees/junior clerks and distributed it to 10 people. This was our text: Questionnaire for trainees/ junior clerks Questionnaire for trainees/ junior clerks 1) Are you: 1) Are you: Male Male Female Female 2) How old are you? 2) How old are you? over 25 over 25 3) What kind of school did you attend? 3) What kind of school did you attend? A High-School A High-School A Vocational School A Vocational School A Technical School A Technical School Something else Something else ) Did you attend the University? 4) Did you attend the University? Yes. Faculty: Yes. Faculty: No No Only for a short time Only for a short time 5) Where did you find information about your job? 5) Where did you find information about your job? Reading newspapers Reading newspapers Thanks to friends Thanks to friends At the University At the University Something else Something else ) Did you have to attend some training courses before beginning your job? 6) Did you have to attend some training courses before beginning your job? Yes, one Yes, one Yes, more than one Yes, more than one No No 6.1) If yes, in which area? 6.1) If yes, in which area? Use of foreign languages Use of foreign languages Information technology (I.T.) Information technology (I.T.) Safety laws Safety laws Health laws Health laws Something else Something else ) How did you choose your training course/your job? 7) How did you choose your training course/your job? Thanks to: Thanks to: The school tutor The school tutor The company, where Im working The company, where Im working My own interests/motivations My own interests/motivations My own C.V. My own C.V. Something else Something else ) Which was the role of your company tutor during the training course? 8) Which was the role of your company tutor during the training course? Defining and structuring the training project Defining and structuring the training project Defining and structuring the training project together with the school tutor Defining and structuring the training project together with the school tutor Supervising the stage activity Supervising the stage activity Assuring the achievement of the goals expected from the training project Assuring the achievement of the goals expected from the training project

26 9) What are your main tasks? 9) What are your main tasks? Answering the phone Answering the phone Showing brochures Showing brochures Booking Booking Collaborating with the supervisor Collaborating with the supervisor Something else Something else ) How many hours do you work daily? 10) How many hours do you work daily? 2-4 hours 2-4 hours 4-6 hours 4-6 hours 6-8 hours 6-8 hours More than 8 hours More than 8 hours 11) Which personal skill is fundamental in your activity? 11) Which personal skill is fundamental in your activity? Politeness Politeness Self control Self control Self consciousness Self consciousness Inventiveness Inventiveness Autonomy Autonomy Something else Something else ) Which competences are you developing most during your activity? 12) Which competences are you developing most during your activity? Communicative competences Communicative competences Cooperative competences Cooperative competences Autonomy Autonomy Competences in foreign languages Competences in foreign languages Competences in I.T. Competences in I.T. Something else Something else ) What sort of relationship do you have with your colleagues? 13) What sort of relationship do you have with your colleagues? Friendly Friendly Good Good Not so good Not so good Regardless Regardless 14) If you should describe your workplace, which adjective would you choose among these below? 14) If you should describe your workplace, which adjective would you choose among these below? Cosy Cosy Technological Technological Cold Cold Something else Something else ) Which foreign languages can you speak? 15) Which foreign languages can you speak? English English German German French French Spanish Spanish Something else Something else ) Which of the languages below is the most used in your job? 16) Which of the languages below is the most used in your job? ( 1= the most used….4= less used) ( 1= the most used….4= less used) English English German German French French Spanish Spanish

27 17) How do you judge competences in foreign languages in your job? 17) How do you judge competences in foreign languages in your job? Necessary Necessary Important, but not necessary Important, but not necessary Sometimes useful Sometimes useful Not important Not important Something else Something else ) Are information technology (I.T.) skills requested for your job? 18) Are information technology (I.T.) skills requested for your job? Yes Yes No No I dont know I dont know 19) Which of these programs do you use most at work? 19) Which of these programs do you use most at work? Excel Excel Access Access Power Point Power Point Word Word Internet Explorer Internet Explorer Something else Something else ) Which of these contracts are you employed with? 20) Which of these contracts are you employed with? Training contract Training contract Project contract Project contract Temporary contract Temporary contract Something else Something else ) Are you satisfied with your training course/your job? 21) Are you satisfied with your training course/your job? Yes Yes Not so much Not so much Absolutely not Absolutely not

28

29 Age

30 Attended Schools

31 University Frequency

32 Training Courses

33 Tasks

34 Languages Competences

35 Personal Skills

36 Relationship with Collegues

37 Importance of Languages

38 Computer Skills

39 TRAVEL AGENT

40 Nature of the work Constantly changing airfares, thousands of available vacation packages, and a vast amount of travel information on the Internet can make travel planning frustrating and time consuming. To sort out the many travel options, tourists and business people often turn to travel agents, who assess their needs and help them make the best possible travel arrangements. Constantly changing airfares, thousands of available vacation packages, and a vast amount of travel information on the Internet can make travel planning frustrating and time consuming. To sort out the many travel options, tourists and business people often turn to travel agents, who assess their needs and help them make the best possible travel arrangements.

41 Travel agents give advice on destinations and make arrangements for transportation, hotel accommodations, car rentals, tours and recreation. Travel agents give advice on destinations and make arrangements for transportation, hotel accommodations, car rentals, tours and recreation. They also may advise on weather conditions, restaurants, and tourist attractions. They also may advise on weather conditions, restaurants, and tourist attractions. Moreover agents advise international travellers on customs regulations, required papers (passports and visas, certificates of vaccination) and money exchange rates. Moreover agents advise international travellers on customs regulations, required papers (passports and visas, certificates of vaccination) and money exchange rates. Travel agents consult a variety of published and computer-based sources for information on departure and arrival times, fares and hotel accommodations. Travel agents consult a variety of published and computer-based sources for information on departure and arrival times, fares and hotel accommodations. They may visit hotels, resorts and restaurants to evaluate comfort, cleanliness and quality of food and service so that they can base recommendations on their own travel experiences. They may visit hotels, resorts and restaurants to evaluate comfort, cleanliness and quality of food and service so that they can base recommendations on their own travel experiences.

42 Who is a good travel agent? Who is a good travel agent? A good travel agent should: A good travel agent should: Know at least two foreign languages: English and German/French/Spanish Know at least two foreign languages: English and German/French/Spanish Have good communicative competences Have good communicative competences Give clients advice on destinations Give clients advice on destinations Make arrangements for transportation, hotel accommodations, tours etc... Make arrangements for transportation, hotel accommodations, tours etc... Organize and book peoples travels or holidays Organize and book peoples travels or holidays Have management skills Have management skills Have cooperative competences Have cooperative competences Promote services using marketing, mails, Internet Promote services using marketing, mails, Internet Assess the needs of tourists Assess the needs of tourists Have good competences in geography Have good competences in geography Have good or very good I.T. competences Have good or very good I.T. competences Have/Make personal travel experiences Have/Make personal travel experiences

43 The minimum requirement for those interested in becoming a travel agent is a school diploma. Technology and computerization have increased the training needs and many employers prefer applicants with more education. Sometimes employers require a background in fields such as computer science, geography, communication, specific foreign languages (such as Russian in our area) and world history. Courses in accounting and business management also are important, especially for those who expect to manage or start they own travel agencies. The minimum requirement for those interested in becoming a travel agent is a school diploma. Technology and computerization have increased the training needs and many employers prefer applicants with more education. Sometimes employers require a background in fields such as computer science, geography, communication, specific foreign languages (such as Russian in our area) and world history. Courses in accounting and business management also are important, especially for those who expect to manage or start they own travel agencies. Agents who specialize in business travel must work quickly and efficiently because business travel often must be arranged on short notice. As the Internet has become an important instrument for making travel arrangements, more travel agencies are using websites to provide their services to clients. Agents who specialize in business travel must work quickly and efficiently because business travel often must be arranged on short notice. As the Internet has become an important instrument for making travel arrangements, more travel agencies are using websites to provide their services to clients. Continuing education is a critical point: the abundance of travel information available trough Internet and other sources has created a more informed customer who wants to deal with an expert when choosing a travel agent. Continuing education is a critical point: the abundance of travel information available trough Internet and other sources has created a more informed customer who wants to deal with an expert when choosing a travel agent.

44 Specialized business travel agent Specialized business travel agent He/She plans touristic assistance and consultation, manages booking and dealings with transport companies and receptive structures, uses informative systems, develops personalized travel projects and fixes the service price. He/She plans touristic assistance and consultation, manages booking and dealings with transport companies and receptive structures, uses informative systems, develops personalized travel projects and fixes the service price. Skills: Skills: Knowledge of foreign languages: English+German/French/Spanish Knowledge of foreign languages: English+German/French/Spanish Communicative abilities Communicative abilities Organizational competences Organizational competences Interpersonal skills Interpersonal skills Computer competences Computer competences Sales competences Sales competences Patience Patience Accuracy Accuracy Creativity Creativity Ability to gain the confidence of clients Ability to gain the confidence of clients

45 Tasks: Tasks: Offer assistance to the clients Offer assistance to the clients Give advices and suggestions Give advices and suggestions Deal with receptive structures Deal with receptive structures Promote personalized projects Promote personalized projects Offer the best opportunities to the costumers Offer the best opportunities to the costumers Confer with clients Confer with clients Contact airlines and hotels for travel arrangements Contact airlines and hotels for travel arrangements Promote group tours Promote group tours

46 AGENT IN NATURALISTIC TOURISM AGENT IN NATURALISTIC TOURISM An employee in this sector manages services to promote the naturalistic tourism. An employee in this sector manages services to promote the naturalistic tourism. He/she organizes events, exhibitions, and everything that can foster the education and the formation of tourists concerning culture and environment. He/she organizes events, exhibitions, and everything that can foster the education and the formation of tourists concerning culture and environment. He/she organizes itineraries, excursions, activities of environmental education. He/she organizes itineraries, excursions, activities of environmental education. He/she is a trait union between operators and receptive structures. He/she is a trait union between operators and receptive structures.

47 QUALIFIED TRAVEL AGENT IN CULTURAL PLANNING AND PROMOTION QUALIFIED TRAVEL AGENT IN CULTURAL PLANNING AND PROMOTION An employee in this area works for tour operators and offers assistance to tourists. An employee in this area works for tour operators and offers assistance to tourists. He/she conceives, plans, carries out, tests and promotes new touristic national and international products. He/she conceives, plans, carries out, tests and promotes new touristic national and international products. He/she evaluates the economical aspects of travels and calculates the fares and prices of transports, hotels, cultural and receptive activities. He/she evaluates the economical aspects of travels and calculates the fares and prices of transports, hotels, cultural and receptive activities.

48 What are opportunities like for travel agents? The Internet increasingly allows people to access travel information from their personal computers, enabling them to research and plan their own trips, make their own reservations and travel arrangements and purchase their own tickets. As a result, demand will decline for travel agents who simply take orders, such as booking tickets for a specified date and time. Opportunities may be better for agents who specialize in specific destinations, luxury travel, or particular types of travellers such as groups with a special interest or hobby. Spending on tourism and travel is expected to increase over the next decade: creative and specialized travel agencies could be a good opportunity for young people who are interested in this service sector.

49 Looking for information about the job profile travel Agent... Looking for information about the job profile travel Agent... In order to analyse the main items of the above mentioned job profile, we devised a questionnaire for long-time employees/supervisors in the named sector and filmed an interview with a travel agent who is running a travelling agency in our area. In order to analyse the main items of the above mentioned job profile, we devised a questionnaire for long-time employees/supervisors in the named sector and filmed an interview with a travel agent who is running a travelling agency in our area. We asked her the following questions: We asked her the following questions:

50 1) Could you please introduce yourself? 2) Could you talk about your job presenting your agency? 3) What personal skills are required for this job? 4) How was the situation some years ago? Did you require the same competences? 5) How old are your employees? Has the majority of your employees a University degree or a school diploma? 6) Regarding the last question, could you compare the required cultural level nowadays with some years ago? 7) Are there in your staff more women or men? 8) Has the number of women increased during the last years? 9) If your employees havent enough practical experience in their job, how can they get it? 10) Do you offer further training? If yes, in which area?

51 11) Do your employees have to pay for these further courses or is the agency to pay for them? 12) What kind of expectations did trainees or young employees have in the past? 13) Do you think its the same today? 14) Do employees prefer par-time or full-time job? Why? 15) Is the knowledge of foreign languages important for your job profile? And which is or are the most useful? 16) What is the role of new technology in your sector? 17) Was it some years ago important as well? 18) Do your employees have career opportunities or could they obtain some sort of economical gratification? And if yes, when? 19) What could you suggest to students who want in future to become travel agents? 20) How do you imagine the development of travel agencies activity in our region? Are there in your opinion some areas in your sector we should support more?

52

53 Mrs. Ines Rosellini is the owner of the travel agency VET in Forte dei Marmi. She has worked in the tourism service sector for 40 years. She was born in Switzerland and came to Italy 1965, working for a Swiss Tour Operator. At the same time she collaborated with VET some hours a day. At the beginning of her job, she had to travel a lot around the world and she learnt about tourism from the first step. She had contacts with clients, she gave them assistance for their travels and she travelled with them as tour leader. Mrs. Ines Rosellini is the owner of the travel agency VET in Forte dei Marmi. She has worked in the tourism service sector for 40 years. She was born in Switzerland and came to Italy 1965, working for a Swiss Tour Operator. At the same time she collaborated with VET some hours a day. At the beginning of her job, she had to travel a lot around the world and she learnt about tourism from the first step. She had contacts with clients, she gave them assistance for their travels and she travelled with them as tour leader. In her opinion the organization in this sector is very important: you have to be organized and to know all about the country where you are. In her opinion the organization in this sector is very important: you have to be organized and to know all about the country where you are. The 2 offices of VET travel agency offer different services, from air tickets, to railways tickets to reservations for meetings, seminars and special groups. The activity in this sector was very good until 11 September After this time travels have changed in the world. The 2 offices of VET travel agency offer different services, from air tickets, to railways tickets to reservations for meetings, seminars and special groups. The activity in this sector was very good until 11 September After this time travels have changed in the world.

54 About personal skills that travel agents should have, Mrs. Rosellini thinks, languages and computer competences are absolutely important, in particularly you have to be good in speaking. To be a travel agent you have to be ready to travel everywhere and always. About personal skills that travel agents should have, Mrs. Rosellini thinks, languages and computer competences are absolutely important, in particularly you have to be good in speaking. To be a travel agent you have to be ready to travel everywhere and always. The most useful foreign languages for the work in Italy are English and German. In the incoming sector you have to know all the three languages, otherwise you need Italian and English. French is optional, because there are few French tourists in our area. It would be perfect to know also Russian and Chinese, because we have a lot of tourists from these countries. The most useful foreign languages for the work in Italy are English and German. In the incoming sector you have to know all the three languages, otherwise you need Italian and English. French is optional, because there are few French tourists in our area. It would be perfect to know also Russian and Chinese, because we have a lot of tourists from these countries. Computer competences are really necessary today: the biggest change in the last 10 years has been Internet. Computer competences are really necessary today: the biggest change in the last 10 years has been Internet.

55 The employees in this service sector are mostly women and only a few are very young. Mrs. Rosellini, for example, would like to have young employees, but she finds it difficult, because after the first step, that is a stage in a travel agency, lots of young people give up, because the work is hard. To form people to work in a travel agency takes 2, 2 ½ years. The employees in this service sector are mostly women and only a few are very young. Mrs. Rosellini, for example, would like to have young employees, but she finds it difficult, because after the first step, that is a stage in a travel agency, lots of young people give up, because the work is hard. To form people to work in a travel agency takes 2, 2 ½ years. Most of the employees have a school Diploma, not a University degree, but even a good school Diploma is not enough to become a good travel agent. Some of the VET employees worked as interpreters and made examinations for this qualification. Most of the employees have a school Diploma, not a University degree, but even a good school Diploma is not enough to become a good travel agent. Some of the VET employees worked as interpreters and made examinations for this qualification. I.T. competences increased their importance in the last years: today employees in the sector must have technological abilities, have to work with computer programs such as Windows, Mackintosh, Power Point. I.T. competences increased their importance in the last years: today employees in the sector must have technological abilities, have to work with computer programs such as Windows, Mackintosh, Power Point.

56 Young people interested in guiding tourists for excursions have to know the area, study trips and improve the use of the language. Young people interested in guiding tourists for excursions have to know the area, study trips and improve the use of the language. Mrs. Rosellini employees have mostly a full time job (8 hours), 2 of them have a part-time contract (6 hours), because they have little children, but Mrs. Rosellini would prefer to have more employees with full time job. Mrs. Rosellini employees have mostly a full time job (8 hours), 2 of them have a part-time contract (6 hours), because they have little children, but Mrs. Rosellini would prefer to have more employees with full time job. To young people who would like to become travel agent she suggests to try to get a stage in a good travel agency, working hard every day, studying a lot, also making mistakes.... It is possible, nowadays, to sign a contract as apprendista (trainee) and to work in an agency for 3/4 months. There are in Italy a lot of masters in languages, special courses, but the experience from the first step is much more useful! To young people who would like to become travel agent she suggests to try to get a stage in a good travel agency, working hard every day, studying a lot, also making mistakes.... It is possible, nowadays, to sign a contract as apprendista (trainee) and to work in an agency for 3/4 months. There are in Italy a lot of masters in languages, special courses, but the experience from the first step is much more useful! Employers normally like to grow up people inside, so that they get the required formation, but sometimes they need persons with basical experience, because the formation takes months and months and there are periods where employers can not have enough time to help and support young employees. Employers normally like to grow up people inside, so that they get the required formation, but sometimes they need persons with basical experience, because the formation takes months and months and there are periods where employers can not have enough time to help and support young employees.

57 Speaking about the future of travel agencies Mrs. Rosellini thinks they should become travel consulters in our area. It isnt necessary anymore to have the railway services, for example, because young people will make railway services on Internet. Speaking about the future of travel agencies Mrs. Rosellini thinks they should become travel consulters in our area. It isnt necessary anymore to have the railway services, for example, because young people will make railway services on Internet. Booking air tickets is no more convenient for travel agencies, because they also have to pay for reservations. However, there are still lot of people who are afraid to use their credit card on Internet. Booking air tickets is no more convenient for travel agencies, because they also have to pay for reservations. However, there are still lot of people who are afraid to use their credit card on Internet. A good travel agent in our area, where there are too many agencies, -tells us Mrs. Rosellini-, has to give a good service in every moment. Selling a holiday as a final product, without knowing it really well, is not enough, is not the activity of a travel agency. A good travel agent in our area, where there are too many agencies, -tells us Mrs. Rosellini-, has to give a good service in every moment. Selling a holiday as a final product, without knowing it really well, is not enough, is not the activity of a travel agency.

58 Brief summary of the Questionnaire for Trainees/Junior Clerks Travel Agent

59 We also devised a questionnaire for trainees/junior clerks and distributed it to 10 people. This was our text: We also devised a questionnaire for trainees/junior clerks and distributed it to 10 people. This was our text: Questionnaire for trainees/ junior clerks Questionnaire for trainees/ junior clerks 1) Are you: 1) Are you: Male Male Female Female 2) How old are you? 2) How old are you? over 25 over 25 3) What kind of school did you attend? 3) What kind of school did you attend? A High-School A High-School A Vocational School A Vocational School A Technical School A Technical School Something else Something else ) Did you attend the University? 4) Did you attend the University? Yes. Faculty: Yes. Faculty: No No Only for a short time Only for a short time 5) Where did you find information about your job? 5) Where did you find information about your job? Reading newspapers Reading newspapers Thanks to friends Thanks to friends At the University At the University Something else Something else ) Did you have to attend some training courses before beginning your job? 6) Did you have to attend some training courses before beginning your job? Yes, one Yes, one Yes, more than one Yes, more than one No No 6.1) If yes, in which area? 6.1) If yes, in which area? Use of foreign languages Use of foreign languages Information technology (I.T.) Information technology (I.T.) Safety laws Safety laws Health laws Health laws Something else Something else ) How did you choose your training course/your job? 7) How did you choose your training course/your job? Thanks to: Thanks to: The school tutor The school tutor The company, where Im working The company, where Im working My own interests/motivations My own interests/motivations My own C.V. My own C.V. Something else Something else

60 8) Which was the role of your company tutor during the training course? 8) Which was the role of your company tutor during the training course? Defining and structuring the training project Defining and structuring the training project Defining and structuring the training project together with the school tutor Defining and structuring the training project together with the school tutor Supervising the stage activity Supervising the stage activity Assuring the achievement of the goals expected from the training project Assuring the achievement of the goals expected from the training project No role No role Something else Something else ) What are your main tasks? 9) What are your main tasks? Answering the phone Answering the phone Showing brochures Showing brochures Booking Booking Collaborating with the supervisor Collaborating with the supervisor Something else Something else ) How many hours do you work daily? 10) How many hours do you work daily? 2-4 hours 2-4 hours 4-6 hours 4-6 hours 6-8 hours 6-8 hours More than 8 hours More than 8 hours 11) Which personal skill is fundamental in your activity? 11) Which personal skill is fundamental in your activity? Politeness Politeness Self control Self control Self consciousness Self consciousness Inventiveness Inventiveness Autonomy Autonomy Something else Something else ) Which competences are you developing most during your activity? 12) Which competences are you developing most during your activity? Communicative competences Communicative competences Cooperative competences Cooperative competences Autonomy Autonomy Competences in foreign languages Competences in foreign languages Competences in I.T. Competences in I.T. Something else Something else ) What sort of relationship do you have with your colleagues? 13) What sort of relationship do you have with your colleagues? Friendly Friendly Good Good Not so good Not so good Regardless Regardless 14) If you should describe your workplace, which adjective would you choose among these below? 14) If you should describe your workplace, which adjective would you choose among these below? Cosy Cosy Technological Technological Cold Cold Something else Something else

61 15) Which foreign languages can you speak? 15) Which foreign languages can you speak? English English German German French French Spanish Spanish Something else Something else ) Which of the languages below is the most used in your job? 16) Which of the languages below is the most used in your job? ( 1= the most used….4= less used) ( 1= the most used….4= less used) English English German German French French Spanish Spanish 17) How do you judge competences in foreign languages in your job? 17) How do you judge competences in foreign languages in your job? Necessary Necessary Important, but not necessary Important, but not necessary Sometimes useful Sometimes useful Not important Not important Something else Something else ) Are information technology (I.T.) skills requested for your job? 18) Are information technology (I.T.) skills requested for your job? Yes Yes No No I dont know I dont know 19) Which of these programs do you use most at work? 19) Which of these programs do you use most at work? Excel Excel Access Access Power Point Power Point Word Word Internet Explorer Internet Explorer Something else Something else ) Which of these contracts are you employed with? 20) Which of these contracts are you employed with? Training contract Training contract Project contract Project contract Temporary contract Temporary contract Something else Something else ) Are you satisfied with your training course/your job? 21) Are you satisfied with your training course/your job? Yes Yes Not so much Not so much Absolutely not Absolutely not 21.1) If not, what sort of difficulties do you have? 21.1) If not, what sort of difficulties do you have?

62 Employees

63 Age

64 Attended Schools

65 University frequency

66 Motivations

67 People who attended training courses before working

68 Working Hours

69 Computer skills

70 Developing Competences

71 Language competences

72 Type of labor contract

73 We are very sorry that we didnt make it to come over there in Romania.. Though we worked really hard to make this presentation come to an end. We hope to meet you next year here in Italy!! We wish you all the best Bye bye Francesca Serafini,Veronica. Pasquini,Franco Angelini, Irene Di Matteo, Francesco Lari, Martina Evani CIAO!!!!!


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