Exercise Search the Internet data and prepare presentation about other global e-reservation systens Chapter 7. Recruitment. Education. Certification.
On completion of this chapter students should understand:
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the nature of employment within the sector
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the types of jobs
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the people who work in the industry
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working conditions and salaries
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the key skills required by staff
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training and education.
As a labour-intensive service industry, the quality of staff, the human resource, in business travel and tourism, is of crucial importance to the success of the sector.
The nature of employment within business travel and tourism
As a complex activity and sector it is not surprising that the nature of employment within the sector is also complicated.
Employment
in organizations outside the business travel and tourism industry
but which provide services for business travel and tourism such as
florists and audiovisual specialists
Employment
in tourism industry organizations which service the needs of the
business and leisure traveller such as airlines and hotels
Employment
or roles in organizations which are solely concerned with providing
business tourism
services
such as incentive travel agencies and conference production
companies
The above diagram illustrates the first aspect of employment within this sector, namely, whether or not business travel and tourism is the core of a person's employment.
The next scheme recognizes that business travel and tourism-related employment can be divided three ways in terms of the functions of buyers, intermediaries and suppliers.
Employees
within an organization that is a buyer within the industry
Employees
within an organization which fulfils the role of an
intermediary
within the industry
Employees
within an organization which is a supplier of services to the
industry
In the next scheme the distinguish between work in business travel and that in business tourism focusing on those sectors which purely serve the needs of the business traveller/ tourist is shown.
Business
travel: employment in business travel agencies
Business
tourism: employment in business tourism event production, e.g.
management of conferences and exhibitions
The following figure illustrates the range of different types of organization which provide employment in this sector.
Large
multinational corporations
Large
national corporations
Small
and medium-sized enterprises
Self-employment
in one-person enterprises
Because of the modernity of business travel and tourism, it is likely that most people employed in the industry are working for organizations which may well be less than twenty years old.
Types of jobs
The complexity of employment in the sector means that there are many different types of jobs, at all levels. For example:
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Conference Manager
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Conference Planner/Producer
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Display Artist/Visual Exhibit Designer
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Events Technician
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Exhibition Coordinator/ Event Executive or Organizer
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Exhibition/Event Designer
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Graphic Designer/Art Director
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Production Manager
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Web Developer, Conferences
There are several types of job which seem to dominate, namely:
• sales and marketing
• event organizers
• client liaison.
It is important, of course, to remember that there are probably dozens more people employed in actually delivering the service to the client, such as waiters, receptionists, audiovisual technicians, chefs, security guards, and so on. It is now time for us to look at the types of people who work in this industry.
The people who work in the industry
There is little empirical research on the types of people who work specifically in business tourism. However, a survey by Conference and Incentive Travel, published in January 2000, throws some light on the nature of the workforce in the conference and incentive travel agency field in the UK. This survey found that the workforce is relatively young with a third being thirty years old or less and only 13 per cent being over fifty.
Around a third have worked for less than two years with their current employer, while only 20 per cent have worked for the same agency for seven years or more.
Rogers (1998) suggested that:
1 Many people come to the business tourism industry as a second or third career, once they recognize that they enjoy jobs that include a lot of contact with people. These people often come from a wide variety of backgrounds.
2 The industry provides opportunities for both graduates and those with postgraduate qualifications.
It is also commonly believed that in this industry women form the majority of the workforce and many of the most successful entrepreneurs in the field are female.
Working conditions and salaries
Working conditions obviously vary between sites and organizations but a Conference and Incentive Travel survey, published in January 2000 gave an indication of the situation in the UK.
It found that:
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while 19 per cent of people earned less than £16 000 per annum, 21 per cent earned more than £30 000
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30 per cent of staff felt they were not adequately rewarded for their work
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only 15 per cent of those questioned worked 8 hours or less a day, while 55 per cent claimed to work more than nine hours per day. Indeed 14 per cent appeared to work seventy or more hours per week
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63 per cent of respondents said they had occasionally or frequently cancelled holidays due to pressure of work
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26 per cent of staff received five weeks paid holiday per annum or more
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38 per cent of staff said they spent at least nine weeks or more travelling, related to their job, every year.
It seems that, in general, those working for conference production companies and incentive travel houses are better paid than those working for business travel agencies.
Although this data relates to the UK, the picture at present is probably also true of the industry worldwide in many ways. The picture, overall, is of an industry which is very demanding of its employees, but which offers relatively well rewarded employment compared with some other sectors of tourism.
The key skills required by staff
The technical skills required by staff to perform their duties varies with the nature of the specific job. However, there seems to be common agreement throughout the sector concerning some generic skills which, it is believed, are required by most, if not all, of those who work in business tourism.
Rogers (1998) analysed a range of jobs in the UK to see what skills were required. Common themes throughout the advertisements included:
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interpersonal skills
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communication skills, in both oral and written communication
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attention to detail
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ability to work under pressure
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analytical skills.
Given the changing nature of business tourism, there are clearly two other sets of skills that will become increasingly important:
1 The ability to speak foreign languages.
As globalization develops, more business tourism events and individual business trips will take place across national and cultural boundaries. A survey of the UK conference and incentive travel agencies in 1999-2000 found that 39 per cent of staff questioned had no language skills. Of those who did, 47 per cent spoke French and 8 per cent could speak more than three languages. However, as the geography of business tourism changes, the demand may well be for people who can speak the language of the growing business tourism markets such as Russia, China, and India.
2 Technology skills.
The industry is heavily dependent on different types of technologies and therefore requires staff skilled in the use of these technologies, which include:
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video- and satellite-conferencing
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audiovisual equipment and special effects equipment used in conference production and product launches
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Internet marketing
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computer reservations systems and global distribution systems.
Another example: Travel agency intermediary is required to have good sales, customer service and people skills. Since they guide people with their holiday leisure tours having knowledge of other countries and their transport systems, accommodation options and tourist attractions is very essential.
Having knowledge of airline routes and alliances, passport and visa requirements, travel insurance and foreign currencies is an advantage. In addition, they need to have good marketing skills, good communication (written and oral) skills, needs to be friendly, patient and helpful.
Staff generally have to develop these skills though experience as the industry has not yet developed, in general, a comprehensive, sophisticated system of training and education provision.
Training and education
As a relatively new industry, it is not surprising that business travel and tourism has not yet developed an integrated provision of training and education. The fragmentation of the industry is also an obstacle to such developments.
The way in which people have gained skills and knowledge was traditionally by experience ,
In spite of the growing recognition of the importance of training in all services industries, a survey of the UK conference and incentive travel agencies, published in Conference and Incentive Travel in January 2000 found that:
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only 21 per cent of agencies offered structured training programmes for their staff
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64 per cent of agencies, it would appear, offered no training at all!
And there are further grounds for doubting employers' commitment to training. A readers' poll for Conference and Incentive Travel, published in September 1999 found that around a third of companies would not even encourage staff to work towards the National Vocational Qualification for the events industry (a UK vocational qualification). A further 20 per cent did not know what they would do while only around a half said they would support the qualification.