Analyzing Jobs in the Tourism Sector

• Describing, analyzing and classifying jobs

• Job titles in tourism – a group of positions identical with respect to their significant tasks

• Involves analyzing the work performed, duties and tasks

• Task inventories for tourism jobs

Nesting Terminology

• Occupation (class of job)

• Job (group of positions)

• Position (tasks and duties)

• Duty (large segment of work)

• Task (discrete unit of work)

• Competency (knowledge and skill)

• Competency standard (specification)

Job Structure/Job Trees

Food and Beverage Manager

Restaurant Manager

Head Waiter

Restaurant Captain

Waiter Hostess F&B Cashier

Bar

Tender

Jobs in the Tourism Sector:Occupational Divisions

Jobs in the Tourism Sector:Occupational Divisions?

• Concepts and statistics are immature• Based on Standard Industrial Classification

categories (SIC)• For example the UK occupational divisions:

• hotels and other tourist accommodation• Restaurants, cafes and snack bars• Public houses, bars, night clubs/licensed clubs• Travel agencies and tour operators• Libraries, museums and other cultural activities• Sports and other recreational activities• Self employed?

The ISIC Approach to Occupational Divisions

• International Standard Classification of all Economic Activities (ISIC):

HOTELS AND RESTAURANTS– Hotels, camp sites and short stay accommodation– Restaurants, bars and canteens

TRANSPORT, STORAGE AND COMUNICATIONS– Land transport– Water transport– Air transport– Activities of travel agencies and tour operators

The ISIC Approach

• International Standard Classification of all Economic Activities (ISIC):

RECREATIONAL, CULTURAL AND SPORTING ACTIVITIES

• Entertainment (museums etc, sporting and other recreational activities)

Occupational Divisions in Tourism Satellite Accounts

• Hotels, campsites and other short stay accommodation

• Restaurants, bars and canteens• Travel agents/packagers• Retail trade• Passenger transport• Cultural, attractions and entertainment• Sports facility operators

Jobs in the Tourism Sector:Job Titles

European Vocational Training Approach to Job

Profiles

Hotel Sector• General manager large hotel (190 rooms+)

• General manager medium hotel (45-190 rooms)

• General manager small hotel (less than 45 rooms)

• Front office manager

• Receptionist

• Head housekeeper

• Room attendant

Europe Job Profiles continued

Catering Sector• Food and beverage manager• Head chef• Restaurant manager• Head bar person• Chef• Bar person• Waiter/waitress

Europe Job Profiles continued

Tours and Agencies Sector• General manager (tour operation)

• Technical manager (tour operation)

• Marketing product manager (tour operation)

• Reservations supervisor (tour operation)

• Resort representative

• Agency manager (retail)

• Agency counter clerk (retail)

South Asian Study Job Profiles

Tours and Agencies Sector• Travel agency assistant• Travel agency reservation clerk• Travel agency counter clerk• Travel agency operations assistant• Tour operations assistant• Tour operations representative• Tour operations clerk• Tour operations assistant organizer

South Asian Study continued

Hotel Sector• Front desk clerk

• Receptionist

• Room attendant

• Room maid

• House maid

South Asian Study continued

Catering Sector• Waiter/waitress• Assistant waiter/waitress• Commis waiter/waitress• Assistant cook• Commis cook• Assistant pastry cook• Commis pastry cook• Baker’s assistant• Assistant baker

Association of British Travel Agents Study Approach:

Tour Operation• New entrant

• Junior ticketing clerk

• Reservations clerk

• Ticketing clerk

• Resort representative

• Courier

• Guide

• Reservations supervisor

• Ticketing supervisor

• Contracts officer

• Senior resort representative

• Reservation manager

• Ticketing manager

• Contracts manager

• Resort manager

• Operations manager

Association of British Travel Agents Study Approach: Tour Operation

Travel Agency• New entrant

• Junior travel clerk

• Travel consultant

• Senior travel consultant

• Supervisor

• Assistant branch manger

• Manager

• Branch manager

Business Travel• Travel consultant

• Senior travel consultant

• Travel executive

• Assistant manager

• Manager

• Branch manager

Jobs in the Tourism Sector:Competencies, Standards and

Certification

The Australian Approach

• Internationally competitive workforce• Australian National Training Authority

(ANTA)• Built around Training Packages which

specify the competencies• Industry led• Nationally coordinated National Training

Framework

Tourism Training Australia (TTA)

• Leading national industry training advisory association

• Established 1982 to create an integrated flexible and effective training system for tourism and hospitality

TTA Training Packages

• Nationally endorsed competency standards and qualifications for recognizing and assessing people’s skills

• Training package describes the skills and knowledge needed to reform effectively in the workplace

• Widespread consultation with the tourism and hospitality sector

• Available for all jobs in the sector

National Qualification Framework (NQF)

• The NQF reflects all jobs on the sector

• Six levels– Certificate I to IV– Diploma– Advanced diploma

• Each qualification has a core and a series of electives

Career Path Qualification

Manager (department/SME) Advanced diploma

Unit manager (restaurant) Diploma

Supervisor Certificate IV

Team leader Certificate III

Multi function (F&B attendant) Certificate II

Single function (room attendant)

Certificate I

Tourism Training Australia Competency Standards

• Specific knowledge and skills required for successful performance

• Organized into units with a code and title• Each covers common competencies (e.g.

communication) and sector specific competencies in– Hospitality– Tourism– Caravans

Tourism and Hospitality Competencies

Hospitality

• Common core• Hospitality core• Functional areas• General units

Tourism

• Common core• Tourism core• Functional areas• General units

The ASEAN Approach

• The 11th meeting of the ASEAN taskforce on tourism manpower tabled a set of minimum competency standards within a qualifications framework.– Retail and wholesale travel;– Housekeeping;– Front office; and– Food and beverage service

ASEAN Job Framework:For Example - Housekeeping

• Houseman

• Laundry attendant

• Room attendant

• Order taker

• Supervisor

• Assistant executive housekeeper

• Executive housekeeper

Retail/ Wholesale Competency Standard (example from Indonesia)

QUALIFICATION III IV V VI

SECTION - RETAIL WHOLESALE TRAVEL

PROFESSIONAL TITLE AFFILIATE

CERTIFIED TRAVEL

CONSULTANT (CTC)

CERTIFIED TRAVEL

SUPERVISOR (CTS)

CERTIFIED TRAVEL

MANAGER (CTM)

JUNIOR TICKETING OFFICER

SENIOR TICKETING

TICKETING SUPERVISOR

TICKETING MANAGER

RESERVATION STAFF

TRAVEL CONSULTANT

BRANCH MANAGER

TICKETING ADMINISTRATION

STAFF

TICKETING

LOCAL TERM FOR PROFESSIONAL TITLE

DOMESTIC INTERNATIONAL