1. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Working group II New trends and developing services in tourism Report Ralf Mytzek, WZB, Germany

2. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Aim: extract some common features of the 3 examples of Working Group II 3 examples of skill needs in tourism sector with very different perspectives: 1) Marbella Club Hotel, Spain: Case study of a leading luxury resort in Spain 2) Accessible tourism for all: tourism of a disadvantaged group in Germany 3) Tourism sector in Montenegro: tourism in (re)development Introduction

3. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 New trends and developing services in luxury tourism Katja Gottwik, Marbella Club Hotel – Golf Resort & Spa, Spain

4. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Background Economic environment - general development in travel market: - insecurity through terrorism and war - Internet / Last-minute booking - decline of conventional destinations - price and quality consciousness of clients

5. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Skills needs and implementation - maintenance of highest service level - increasing product knowledge Implementation through sophisticated recruitment process and training: - language, products, telephone, reservation system - training on the job (service guidelines) - complain handling - sales training - ….

6. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Barrier-free tourism for older and handicapped tourist and related skill needs Vera Berthold, Natko e.V., Germany

7. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Background - 8,1% (6,7 Mill.) of all people in Germany are handicapped, 30-40% of them with activity disablilities - more than half are older than 65 years – increase in future - share of people with activity limitation will reach 30-35% in the future -lower travel intensity, domestic travel Survey results: - would travel more if better conditions, high average travel spending - potential increase of turnover: from 2.500 Million € to approx. 4.500 Million € - 90.000 extra full time jobs Opportunities

8. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Scope for skills needs - Almost no suitable offers along the tourist service chain - development of market opportunities - services have to be adapted to the necessities of people with reduced activity - lack of site information at destinations - general tourist information not adapted for handicapped people  Need for a German qualification program for the tourist industry providers to be trained in skill needs in Tourism for all

9. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Two recent surveys regarding the employment needs and training needs in Montenegro – demand for employment and training Bozidar Sisevic, National Observatory, Montenegro

10. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Background Montenegro – small Mediterranean country: - 600.000 inhabitants, 20-30% unemployment - situation 1990-2000: cheap tourism, bad infrastructure, untrained people, sharp decrease - skills mismatch on tourist sector labour market: concurrent shortage of labour and shortage of qualified workforce - approx. 20.000 seasonal workers in tourism in 2003

11. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Survey results – employment needs in tourism sector Survey among more than 4000 employers in March 2003, designed to determine employment needs for seasonal workers: - potential employment for about 10.000 seasonal workers in 2003 - skills gaps hinder employment growth Future perspective Master plan on development of tourism in Montenegro until 2020: - higher quality of products - diversification of tourist assets – not only focus on bathing tourists - individualised tourism - goal until 2020: double hotel beds from 50.000 to 100.000 - increase employment by 50.000 – 70.000 people

12. skillsnet TRENDS AND SKILL NEEDS IN THE TOURISM SECTOR INTERNATIONAL WORKSHOP, 29-30 April 2004 Conclusion and outlook Common trends in the presented markets: - increasing customer orientation - increasing international competition - volatile market in an insecure environment - changing customer demands – individualisation - very big potentials in each tourist market segment - skills gaps are obstacles to employment growth  Growth opportunities depend on successful implementation of qualification strategies in tourism sector  How can that be reached?