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“The Importance of Continuous Professional
Development skills in the Hospitality Industry”
INESP
Gil Antunes – CEO
Jul. 23th 2012
INESP

Training 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 and
operations - 4 and 5 star hotels

At the MHRAcademy
•Provider of vocational trainings, especially for operational areas in the
hospitality industry.
•Design of identity and promotional materials.
Presentation


     The Importance of
  Continuous Professional
  Development skills in the
    Hospitality Industry
 And why it helps answering the current challenges
                  of the industry
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
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
EU - Hotels and Restaurants sectors

Comprehensive sectorial analysis of emerging competences
and economic activities in the European Union
Submitted to the European Commission. Oxford Research. 2009

“Today the Hotels and restaurants sector faces a number of
important employment and labour related challenges such as an
ageing European workforce, high staff turnover, skills shortages,
lack of training and a growing demand for flexibility and
multiskilling.”
“For the sector to be able to deal successfully with the challenges
of increased international competition and the many new
emerging consumer preferences, more focus has to be put on
raising the sector’s level of skills and competencies. The European
Hotels and restaurant sector must look much more into the
possibilities of competing in quality and within new emerging up-
scale niche markets”.
EU - Hotels and Restaurants sectors

Comprehensive sectorial analysis of emerging competences
and economic activities in the European Union
Submitted to the European Commission. Oxford Research. 2009

“Up-skilling should not only include traditional hospitality skills but
focus on combining these with new skills and knowledge within for
example ICT, health, environment and climate. Within hospitality
education, much more focus will also have to be put on the
teaching and training of social and intercultural skills as both
markets and workplaces become more international and socially
demanding.”
“The dialogue between the social partners in the Hotel and
restaurants sector in general needs to be strengthened not only to
improve working conditions and career structures, but also to
create the needed culture of life-long learning in the sector”
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
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.
Presentation


     How to Guaranty
  Continuous Professional
  Development skills in the
    Hospitality Industry?

      Suggestions for the Hotel
              industry
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
Why we must bother




   Vocational training vs.
      Industry Needs
Mediterranean Hotels and Restaurants Academy


A growing number of research studies, show
that there are large discrepancies between
formal training and employer demands in the
hospitality industry.

Many emerging jobs descriptions don’t have
vocational training paths.

The Portuguese example:
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.
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
Mediterranean Hotels and Restaurants Academy


The Mediterranean Hotels and Restaurants Academy
aims to provide adequate answers for the industry, in
this scenario.

The Mediterranean Hotels and Restaurants
Academy, aims to help bridge the gap between
formal training and employer demands in the
hospitality industry, and be a reference in the region,
offering quality, innovative, and relevant training
solutions for the industry.
Mediterranean Hotels and Restaurants Academy


Some of the solutions that we will offer:
•Basic training in main operations areas for beginners or without formal
training:
    – 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 in
management, service planning and branding, financial management,
marketing and sales.
•Technical training in building and equipment maintenance, security,
management of VIPs, crisis management, internationalization, etc.
Mediterranean Hotels and Restaurants Academy




Thank You for Your time.

Looking forward to visit Malta.

You will always be welcomed in Portugal.

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MHRACADEMY Presentation

  • 1. “The Importance of Continuous Professional Development skills in the Hospitality Industry” INESP Gil Antunes – CEO Jul. 23th 2012
  • 2. INESP Training 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 and operations - 4 and 5 star hotels At the MHRAcademy •Provider of vocational trainings, especially for operational areas in the hospitality industry. •Design of identity and promotional materials.
  • 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. 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. 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. EU - Hotels and Restaurants sectors Comprehensive sectorial analysis of emerging competences and economic activities in the European Union Submitted to the European Commission. Oxford Research. 2009 “Today the Hotels and restaurants sector faces a number of important employment and labour related challenges such as an ageing European workforce, high staff turnover, skills shortages, lack of training and a growing demand for flexibility and multiskilling.” “For the sector to be able to deal successfully with the challenges of increased international competition and the many new emerging consumer preferences, more focus has to be put on raising the sector’s level of skills and competencies. The European Hotels and restaurant sector must look much more into the possibilities of competing in quality and within new emerging up- scale niche markets”.
  • 7. EU - Hotels and Restaurants sectors Comprehensive sectorial analysis of emerging competences and economic activities in the European Union Submitted to the European Commission. Oxford Research. 2009 “Up-skilling should not only include traditional hospitality skills but focus on combining these with new skills and knowledge within for example ICT, health, environment and climate. Within hospitality education, much more focus will also have to be put on the teaching and training of social and intercultural skills as both markets and workplaces become more international and socially demanding.” “The dialogue between the social partners in the Hotel and restaurants sector in general needs to be strengthened not only to improve working conditions and career structures, but also to create the needed culture of life-long learning in the sector”
  • 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. 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. Presentation How to Guaranty Continuous Professional Development skills in the Hospitality Industry? Suggestions for the Hotel industry
  • 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. Why we must bother Vocational training vs. Industry Needs
  • 13. Mediterranean Hotels and Restaurants Academy A growing number of research studies, show that there are large discrepancies between formal training and employer demands in the hospitality industry. Many emerging jobs descriptions don’t have vocational training paths. The Portuguese example:
  • 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. 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. Mediterranean Hotels and Restaurants Academy The Mediterranean Hotels and Restaurants Academy aims to provide adequate answers for the industry, in this scenario. The Mediterranean Hotels and Restaurants Academy, aims to help bridge the gap between formal training and employer demands in the hospitality industry, and be a reference in the region, offering quality, innovative, and relevant training solutions for the industry.
  • 17. Mediterranean Hotels and Restaurants Academy Some of the solutions that we will offer: •Basic training in main operations areas for beginners or without formal training: – 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 in management, 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. Mediterranean Hotels and Restaurants Academy Thank You for Your time. Looking forward to visit Malta. You will always be welcomed in Portugal.