VOICE OF THE
WORKERS ISSUE 34 August 2014
The Smile, the Skill and the Success
Contents The Service Bell is Ringing
03
The Vital Link
04
Support for Hospitality Industry Training in the EU
06
Training for the Hospitality Industry
07
The Hospitality and Tourism Sector: Business and People
08
Editor’s note josef Vella
Malta is experiencing recordbreaking tourist arrivals. The tourism and hospitality industry is experiencing an activity boom. This sector has always been pivotal for our economy. As it grows even larger, its importance grows with it. Other sectors depend directly or indirectly on this sector, such as transport, supplies, and culture and the arts, to name but a few. In terms of the people element, we really need to be proactive rather than reactive, in that rather than reacting to what is happening now, we need to foresee our requirements in this sector in the longer term. As VOICE OF THE
WORKERS
soon as we identify needs, we need to get cracking in tuning our workers to be prepared for these opportunities. One of the major tools in this sense is training. The tourism and hospitality sectors are experiencing changes as well as challenges, both within the market, as well as in terms of people providing the services. The pool of workers providing services is changing, and so are the demographics. The hospitality industry is a challenging one, and it is vital that the right kind of people with the right skills and attitudes can
develop to be successful. In Malta, the population’s average age is getting higher, and this is also being reflected in different areas of work. Thus the rejuvenation of this sector’s workforce is also a challenge. Malta has been providing students in this sector with both formal and informal training. However, this training is not jsut done through educational institutions, but is done specifically on the job. Moreover, due to significant levels of turnover in some areas, many managers find training as just an expensive and unnecessary tool. This is exerting negative pressure 1
editorial
on an industry that places its success on the ability of the people working within it. Formal training is normally provided in educational institutions by persons who are experts in their field, and who can pass on pre-determined instruction to the learner. Professionals who possess the necessary qualifications may provide a much-needed technical background to learners. Hands-on training, on the other hand, is a most effective method of learning, especially when it complements formal training, for people at entry level in the hospitality industry. Hands on training is also given by managers or staff to people on the job. This type of training is cost effective, and can give the learner a practical view of what goes on in real life. However, although this training ensures a degree of skills transfer, the major disadvantage of this is that businesses tend to relegate training of their people to persons who might have the experience, but who do not have the acquired skills through formal training themselves. In such cases, hands-on training by internal staff
VOICE OF THE
WORKERS
can be insufficient at best, and dangerous at worst, since people providing the training may not be the best people to provide a living example of best practice. As with most things in life, the happy medium is something in the middle. Learners need the right mix of both formal as well as hands-on learning. Both the University of Malta’s Institute for Tourism and Culture, as well as the Institute of Tourism Studies, have contributed immensely in this regard, each with its own core competences. Many students have ventured into the hospitality industry after completing their studies. This has injected young, fresh and trained personnel into this vital industry. However, developments in the market are presenting fresh challenges. For example, the wave of untrained foreign workers into the tourism and hospitality industry needs to be addressed. Significant amounts of these people are being employed due to their relative low cost. When visiting most restaurants and hotels around Malta and Gozo, the amount of foreign workers is striking. Some have a good
standard of English, others do not. Some are not even aware of local products, and insist on providing a foreign brand. Some operators insist that the reason they employ these foreigners is that Maltese workers are not available. This is worrying, as it means that we are not keeping up with employment opportunities in the sector. We have nothing at all against foreign workers working in Malta. However, in some areas in the tourism and the hospitality industry, we are losing the local, Maltese touch that is so important for visitors, especially tourists. When people travel to a particular country, being served by locals adds value to their stay, especially if they are struck by their friendliness, hospitality and warmth. We need to work more towards providing a healthier mix of locals in this sector. The Maltese might not be as cheap, but the value-added they generate can be significant. Naturally, for this to happen, we need to make sure that there are enough trained workers to provide this service, and have the right work ethic and attitudes to be successful in the industry. We need to train our workers for providing services to elderly persons, persons with disabilities, niche tourists, as well as high-end, discerning ones. Our educational system needs to work hand in hand with policies for the future of this sector. If we manage to be proactive and foresee the nature of the industry in the future, we will be providing well-paid, employment opportunities for our workers, as well as providing the basis to reinforce Malta’s image as an excellent, unique destination. 2
picture story
The Service Bell is Ringing The tourism and hospitality industry is becoming more diversified, specialised and challenging. Training students not just for today, but also for the industry of the future will enable Maltese workers to seize the opportunities that are developing. Not only will we be offering better employment opportunities, but we can also also enhance Malta’s standing as an authentic, value added centre of excellence in the process. With the right attitudes, work ethic and training, Maltese workers in the tourism and hospitality industry can make a real difference, today and in the future. VOICE OF THE
WORKERS
3
Feature sTORy
The Vital Link
Interview with Mr James Perry Mr. Perry is Acting Director Institute of Tourism Studies
To what extent is training essential to workers in the hospitality and tourism sectors? I am sure we all had the experience of going to a restaurant. If the food was good but we had to wait for hours, or the service staff was rude or unprepared, we will tend to not go again, not mentioning the subsequent bad reviews. This industry is intended to satisfy a particular human need, which is the element of having pleasure and relaxation. Passing through such negative experiences will tend to make us tense and will ruin the main scope of the outing. I believe that training within all VOICE OF THE
WORKERS
places of work is essential, not just within the tourism sector. Having said that, the main difference with this industry is that most of the products offered are service based and therefore the element of human resources and training is vital. Having well trained staff members will ensure that the quality of service being offered is maintained, ensuring customer satisfaction leading to repeat business. It is a win-win situation for all. What is the contribution of ITS to making Malta a quality destination? The Institute of Tourism studies
is a college that prepares the students for the world of Tourism and Hospitality. ITS offers high quality training thus ensuring that when our students join the Maltese workforce, they will be well prepared. Apart from in-house training, ITS offers on the job training which is done in collaboration with industry stakeholders. An International placement gives the students a very important aspect, that is, an international outlook to this ever growing industry. We believe that our training programmes broaden our students› horizons, both personally as well as professionally. 4
Feature sTORy
What, in your view, are the training areas that Malta needs to invest more in? How is ITS planning for future training needs? The government, together with ITS and all main stakeholders of the tourism and hospitality industry, are working on a Tourism Policy for Malta. This Policy will be identifying the needs of the industry as well as planning for the future. ITS, being part of this committee, will be ensuring that the agreed policy is taken on board and will work towards training the students in tune with this policy. By working
towards this, we will be providing the right skilled and trained human resources required for the industry. The success of this policy will depend significantly on the quality of our human resources. Besides policy, ITS reviews the training and curriculum of the school every couple of years so as to ensure that what is being delivered in terms of training is in line with what the industry needs and requires. This Curriculum review is done in collaboration with the academic members and industry stakeholders.
How does the ITS assist in an effective skills transfer between established workers and workers novel to the industry? ITS believes that keeping close contact with the industry is essential. In fact, much effort goes into keeping this contact as close as possible. This it does via curriculum updates, guest assessors & lecturers, work placements and others. We also ensure that the student workforce transition is as smooth as possible, be it in the local industry or international industry.
The Institute of Tourism studies is a college that prepares the students for the world of Tourism and Hospitality. ITS offers high quality training thus ensuring that when our students join the Maltese workforce, they will be well prepared
VOICE OF THE
WORKERS
5
MEUSAC
Support for Hospitality Industry Training in the EU Staff training and development are essential elements in the hospitality industry. The main endeavour in the industry is guest satisfaction, and capacity building goes a long way towards ensuring this ultimate goal. The EU provides a number of funding opportunities related to training that can better the skills, knowledge and experience of staff, and the services and product offered. Hospitality industry entities may benefit of, among others, the following two funding programmes: 1. Erasmus+ Key Action 1 provides opportunities for students, trainees, young people and volunteers, as well as professors, teachers, trainers, youth workers, education institutions staff and civil society organisations to undertake a learning and/ or professional experience in another country. Members of hospitality industry organisations can benefit from training
experiences through calls that will be issued at a later stage with deadlines during the first quarter of 2015. The calls will be under the following strands: Mobility Projects for Vocational Education and Training (VET) Learners and Staff This mobility project can comprise one or more of the following activities: • Learners’ mobility which consists of a VET traineeship abroad for up to 12 months. • Staff mobility which consists of teaching/training assignments or staff training. Mobility Project for Adult Education Staff A mobility project can comprise one or more of the following activities: • Teaching/training assignments which allows adult education organisations staff to teach or provide training at a partner organisation abroad. • Staff training which supports the professional development of adult education staff in
the form of participation in structured courses or training events, or a job shadowing/ observation period abroad. 2. European Social Fund (ESF) The ESF offers education and training opportunities to achieve the following objectives: • Promote skills development and training; • Support vocational education providers to align their syllabuses to the demands of the labour market; and • Enhance worker mobility, and align quality assurance schemes for vocational education to European standards. The ESF also incentivises vocational-training institutions and universities to improve the relevance and the range of courses they offer to companies and individuals. Calls under this Fund are still to be issued. For further information kindly contact MEUSAC on 22003300 or funding.meusac@gov.mt
MEUSAC 280 Republic Street, Valletta VLT 1112 Tel: +356 2200 3315 • Fax: +356 2200 3329 • Email: info.meusac@gov.mt www.meusac.gov.mt VOICE OF THE
WORKERS
6
MCESD
Training for the
Hospitality Industry Tourism statistics show an increase over the years and have been regarded as great milestones to our economy. Tourism is undoubtedly one of the best drivers of the local economy. With an increasing amount of tourists visiting our islands, this role has increased over the years notwithstanding the various challenges that this industry faces. Being an island has both its positive and negative aspects in tourism terms. Malta needs to make an extra effort to ensure that it remains competitive in the tourism market.
Hence the need to focus more of our human resources towards this industry. Some have said that the education system is not directing enough students towards this industry. Further efforts need to be made to make the tourism subject more attractive and to demonstrate to pupils that one can have a prosperous career in this industry. Some say that Malta has a problem of skills shortage in this regard. Employment and the adaptability of the workforce have been subjects of interest to all social partners within MCESD
in the past years and various discussions within the Council have taken place on this issue. Training is becoming a driver of economic growth and prosperity. A competitive labour force in the tourism industry means a competitive economy thus encouraging further foreign investment in the country. Policies need to focus on ensuring that training is directed towards economic needs and cooperation projects with European counterparts are to be encouraged since exchange of best practices will assist in this regard.
MCESD 280/3, Republic Street, Valletta, VLT1112 Tel: (+356) 2200 3300 www.mcesd.org.mt VOICE OF THE
WORKERS
7
Confederazione Italiana Agricoltori
The Hospitality and Tourism Sector: Business and People The success of any sector depends on people and processes. On a European level, both these aspects are dealt with through initiatives in training, employment, good practice, technology and information. The Brussels Office of the Confederazione Italiana Agricoltori is highlighting some of these initiatives regarding the sector. Employment: new European Skills Passport will facilitate recruitment in hospitality sector Video: http://goo.gl/PoATyi The European Commission has launched the European Hospitality Skills Passport, a tool developed to facilitate contact between jobseekers and employers in the hospitality and tourism sector in Europe. The Skills Passport allows workers and employers to overcome language barriers and to compare hospitality workers’ skills in order to facilitate recruitment in the sector. Hosted on the European Job Mobility Portal EURES, the skills passport is available in all EU official languages at: http://goo.gl/8hzNYm The Skills Passport is an initiative of the Commission in association with employee and employer organisations in the hospitality sector: HOTREC, the umbrella association representing hotels, restaurants, cafés and similar establishments in Europe; and EFFAT, the European Federation of Trade Unions in the Food, Agriculture and Tourism sectors.
Which mobile apps enable you to improve the management of your business? In the expanding global market, response and development time are being reduced like never before. Business can no longer be conducted exclusively from the office, particularly not in a dynamic sector like tourism, which is in a constant state of flux. Devices such as smartphones and tablets provide business owners with powerful work tools which, thanks to mobile applications, can be converted into portable offices from which a good part of their day-to-day tasks can be managed. Read more about it here: http://goo.gl/cbZBXb News and trainings sponsored by the European Alliance for responsible tourism and hospitality (EARTH) are available at this link on their website: http://earth-net.eu/
Tourism Business Portal Video: http://goo.gl/0t6sXo The European Commission has launched the Tourism Business Portal which offers contents that have been created specifically for European tourism companies, links to official websites and examples of good practices. These are provided with the objective of contributing to the improvement of the management of the tourism company. Practical, up to date, free material that is accessible in various formats for easy consultation. Access to the Portal here: http://goo.gl/iRoHGm
VOICE OF THE
WORKERS
8
Like us on Facebook for real-time updates
Operational Programme II - Cohesion Policy 2007-2013 Empowering People for More Jobs and a Better Quality of Life Project part-financed by the European Union European Social Fund (ESF) Co-financing rate: 72.25% EU, 12.75 MT, 15% Private Funds Investing in your future VOICE OF THE
WORKERS
9