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“The Importance of Continuous ProfessionalDevelopment skills in the Hospitality Industry”INESPGil Antunes – CEOJul. 23th 2...
INESPTraining and Consultancy, Hospitality industry - Portugal & Brasil•Study for the Confederation of Portuguese Tourism:...
Presentation     The Importance of  Continuous Professional  Development skills in the    Hospitality Industry And why it ...
Importance of Continuous Professional Development skills  Challenges - Industry  •Need for differentiation  •Need for orig...
Importance of Continuous Professional Development skills  Challenges – Work Force  •High turn-over  •Low skill set  •Inade...
EU - Hotels and Restaurants sectorsComprehensive sectorial analysis of emerging competencesand economic activities in the ...
EU - Hotels and Restaurants sectorsComprehensive sectorial analysis of emerging competencesand economic activities in the ...
Importance of Continuous Professional Development skills    Why should we bother?  •Can’t have service excellence without ...
Why we must bother What do you mean, can’t have service excellence without it?! •Need consistency of service (SOP). •Train...
Presentation     How to Guaranty  Continuous Professional  Development skills in the    Hospitality Industry?      Suggest...
In-house vs Outside provider In-house •60% of your staff training can and must be done in-house •New staff acculturation a...
Why we must bother   Vocational training vs.      Industry Needs
Mediterranean Hotels and Restaurants AcademyA growing number of research studies, showthat there are large discrepancies b...
The Portuguese example • We identified 29 job descriptions that are either   emerging or where the vocational training sys...
The Portuguese example Vocational training not always up to the challenge Just a few examples New and emerging job descrip...
Mediterranean Hotels and Restaurants AcademyThe Mediterranean Hotels and Restaurants Academyaims to provide adequate answe...
Mediterranean Hotels and Restaurants AcademySome of the solutions that we will offer:•Basic training in main operations ar...
Mediterranean Hotels and Restaurants AcademyThank You for Your time.Looking forward to visit Malta.You will always be welc...
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MHRACADEMY Presentation

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INESP presentation at the official launch of the The Mediterranean Hotels and Restaurants Academy, on the 23 of July, 2012.
“The Importance of Continuous Professional Development skills in the Hospitality Industry” - INESP Gil Antunes

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MHRACADEMY Presentation

  1. 1. “The Importance of Continuous ProfessionalDevelopment skills in the Hospitality Industry”INESPGil Antunes – CEOJul. 23th 2012
  2. 2. INESPTraining and Consultancy, Hospitality industry - Portugal & Brasil•Study for the Confederation of Portuguese Tourism: – 1) Emerging jobs in the hospitality industry; certification and vocational training needs.•Recruitment for hotels – assessment center in pre-opening•Operations and H.R. planning consultancy - Hotel pre-openings•Specialized Training for the hospitality industry, mainly hotel service andoperations - 4 and 5 star hotelsAt the MHRAcademy•Provider of vocational trainings, especially for operational areas in thehospitality industry.•Design of identity and promotional materials.
  3. 3. Presentation The Importance of Continuous Professional Development skills in the Hospitality Industry And why it helps answering the current challenges of the industry
  4. 4. Importance of Continuous Professional Development skills Challenges - Industry •Need for differentiation •Need for originality and experiences •“Democratization” of flight travel, makes us compete with the entire world •New, cheaper, destinations on the other side of the Mediterranean
  5. 5. Importance of Continuous Professional Development skills Challenges – Work Force •High turn-over •Low skill set •Inadequate training •Industry’s medium salary makes it hard to attract real talent
  6. 6. EU - Hotels and Restaurants sectorsComprehensive sectorial analysis of emerging competencesand economic activities in the European UnionSubmitted to the European Commission. Oxford Research. 2009“Today the Hotels and restaurants sector faces a number ofimportant employment and labour related challenges such as anageing European workforce, high staff turnover, skills shortages,lack of training and a growing demand for flexibility andmultiskilling.”“For the sector to be able to deal successfully with the challengesof increased international competition and the many newemerging consumer preferences, more focus has to be put onraising the sector’s level of skills and competencies. The EuropeanHotels and restaurant sector must look much more into thepossibilities of competing in quality and within new emerging up-scale niche markets”.
  7. 7. EU - Hotels and Restaurants sectorsComprehensive sectorial analysis of emerging competencesand economic activities in the European UnionSubmitted to the European Commission. Oxford Research. 2009“Up-skilling should not only include traditional hospitality skills butfocus on combining these with new skills and knowledge within forexample ICT, health, environment and climate. Within hospitalityeducation, much more focus will also have to be put on theteaching and training of social and intercultural skills as bothmarkets and workplaces become more international and sociallydemanding.”“The dialogue between the social partners in the Hotel andrestaurants sector in general needs to be strengthened not only toimprove working conditions and career structures, but also tocreate the needed culture of life-long learning in the sector”
  8. 8. Importance of Continuous Professional Development skills Why should we bother? •Can’t have service excellence without it! •You lose opportunities for efficiency gains and cost cuts. •Indispensable because of turn-over of staff in the industry •Vocational training not always up to the challenge
  9. 9. Why we must bother What do you mean, can’t have service excellence without it?! •Need consistency of service (SOP). •Train newcomers due to high turnover •Tourism operations are so specific, that you need to train staff that have solid formal training (ex: e-commerce) •Vocational training doesn’t prepare enough people for the industry needs. •Excellence of service needs regular training, and refreshing for maintenance and upgrade of soft and hard skills.
  10. 10. Presentation How to Guaranty Continuous Professional Development skills in the Hospitality Industry? Suggestions for the Hotel industry
  11. 11. In-house vs Outside provider In-house •60% of your staff training can and must be done in-house •New staff acculturation and training •Regular performance appraisal that inform training needs •Regular schedules of skills development in short, 1 hour, training sessions •Each team can have a informal staff trainer •Without regular training, you simply cant have a 5* service, it’s not possible. Outside service provider training •Essential in pre-opening •Address serious performance problems •Go the the next level •Maintain level of skills and service •Implement new standards of service
  12. 12. Why we must bother Vocational training vs. Industry Needs
  13. 13. Mediterranean Hotels and Restaurants AcademyA growing number of research studies, showthat there are large discrepancies betweenformal training and employer demands in thehospitality industry.Many emerging jobs descriptions don’t havevocational training paths.The Portuguese example:
  14. 14. The Portuguese example • We identified 29 job descriptions that are either emerging or where the vocational training system doesn’t deliver adequate training. • Next step will be to cross compare and analyze, this job descriptions in 8 other EU countries, and the vocational paths (or lack thereof) that prepare professionals for the hospitality industry. • Preliminary research suggests that most of the Portuguese data is also observed in other EU countries, especially in the Mediterranean region.
  15. 15. The Portuguese example Vocational training not always up to the challenge Just a few examples New and emerging job descriptions: •Revenue and yield manager •E-commerce and channel managers •Web 2.0, social media, and online reputation manager •Guest relations as mix of receptionist and concierge •Environment and sustainability technicians •Quality managers in tourism Vocational training system, can’t cope with demand: •Sommelier •Green keeper •Specialized maintenance technicians •Health and wellness specialized technicians for hospitality
  16. 16. Mediterranean Hotels and Restaurants AcademyThe Mediterranean Hotels and Restaurants Academyaims to provide adequate answers for the industry, inthis scenario.The Mediterranean Hotels and RestaurantsAcademy, aims to help bridge the gap betweenformal training and employer demands in thehospitality industry, and be a reference in the region,offering quality, innovative, and relevant trainingsolutions for the industry.
  17. 17. Mediterranean Hotels and Restaurants AcademySome of the solutions that we will offer:•Basic training in main operations areas for beginners or without formaltraining: – Waiters; receptionist, housekeeping•Advanced training and Service excellence for concierges, guest relations,f&b staff, housekeeping, security, etc.•New trends in online distribution: – E-commerce, social media, OTA, etc•Best practices dissemination and technical training, especially inmanagement, service planning and branding, financial management,marketing and sales.•Technical training in building and equipment maintenance, security,management of VIPs, crisis management, internationalization, etc.
  18. 18. Mediterranean Hotels and Restaurants AcademyThank You for Your time.Looking forward to visit Malta.You will always be welcomed in Portugal.

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