overview - austrade

Overview Malaysia’s Hospitality sector –experiencing positive growth

25.7 million tourist arrival in 2013

Generating RM65.44 billion in revenue

Above expectation exceeded target of RM65 billion

A 8.1% growth from RM60.56 billion in 2012

Represent an increase of RM4.89 billion or USD1.49 billion in foreign exchange

Overview Tourism is no. 6th largest contributor to Malaysian Economy

Contributing USD15.94 billion to Gross National Income (GNI) in 2013.

ASEAN market the largest contributor with 19.1 million or 74.3%

Next 3 biggest is China, India and GCC

2015 January to March tourist arrival 7,091,433 versus 6,482,696 same period in 2014

9th most travelled destination in the world

13th highest expenditure by visitors

Overview Strong government support recognized as one major industry in providing foreign exchange and most important employment tourism development is one of the key element of each development in Malaysia 9th & 10th Malaysian Plan, ETP, NTP, NPP LCCT, Trans Borneo Highway, MRT, Hi-speed train Price warfare in regional air travel All these expected to see positive growth MTTP has set up to push to achieve 36 million tourists by year 2020. A 46% increase over 24.6

million in 2010. Will generate up to RM150 billion in revenue from RM56.5 billion in 2010 Eyeing for a higher average spending of individual tourist in the future

Overview Significant contributor to M’sian economy

Tourism industry employed estimated 14% of work force.

Strain from regional market abroad where able to draw higher income.

Room Division projected need 328,100 employees by 2020

Compare to 108,541 in 2010

Food and Beverage target an increase of outlets by 76.1%

Project to employ 762,200 workers by 2020

Compare to 465,731 workers in 2010

Training Training in Tourism & Hospitality started late in M’sia UiTM in 1967, NPC follow suit Today many universities, colleges, higher learning institution under

Government ministries and private offer the program Skills department under the Ministry of Human Resources program such as

National Skills Certification from level 1 onwards. Institution Giat Mara, Kolej Komuniti, Polytechnic & other private academy

offering these certifications. Focus on skills competency and hands-on applications. Curriculum content relevant industry, build career path

MAH (Malaysian Association of Hotels)

MAHTEC, training arm of MAH is a training provider

Collaborating with hospitality training provider local and abroad on modules & program required by the industry.

Emphasis significantly on Technical skills and Soft skills.

Highlights Skills Development – essence to improve productivity

Effective Skills Development Systems – from training provider to industry

Skills Forecasting and Labour Market Information System – identify skills needed

Skills Deficiencies – critical areas/positions

Generic Skills Deficiencies

The Technical Skills and Soft Skills – what are the elements according to designation.

Skills Gap – closing the gap.

Skills challenge face by the industry

High turnover in these 2 sector Tourism & Hospitality.

Difficulties in recruiting and retaining skilled and talented local human capital.

Concern in engaging foreign labour in the industry.

Improper in closing the gap.

Significant deficiencies in foreign labour performance

Not very conversant in English

Language skills is the most common generic skills deficiencies

Current and potential collaboration with Training Provider MAH and MOHR The current MAH involvement with skills training program to ASEAN member of countries in

hospitality modules. Assist in formulating Test Project according to industry needs and practices for National Skills,

ASEAN Skills and World Skills Competition. Sources of new skills trend in the industry such as new systems, technology Information on industry activities to identify skills training modules. Skills department collaborating with international institution such as with TAFE Australia , the

reputable Melbourne Institute of Technology. Cross practical training placement with Tourism and Hospitality establishment in Australia and

ASEAN countries. Skills and competency attachment

AUSTRALIA – MALAYSIA VOCATIONAL EDUCATION AND TRAINING

FORUM 2015

Facts and Data of Malaysian Tourism and Hospitality Industry

Figure 1. Critical Job Areas by Technical Skills Requirements

High Low

Housekeeping Executive

Cashier Housekeeper

Financial Controller

Personnel Officer

Lobby Lounge Host TE

CH

NIC

AL

SK

ILLS

DEMAND

Figure 2. Critical Job Areas by Soft Skills Requirements

High Low

Housekeeping Executive

Cashier Housekeeper


Personnel Officer

Lobby Lounge Host

SO

FT

SK

ILLS

DEMAND

Employee Profile for Critical Positions

ACCOMMODATION

Housekeeping

Executive

Housekeeper


Lobby Lounge

Host / Hostess

Hotel Cashier

Personnel Officer

Qualification: SPM & below/ Certificate/ Diploma

Salary Range: RM2,300 to RM3,450

Min. Experience: 5 years

Qualification: SPM & below/ Certificate


Min. Experience: 3 years & below

Qualification: Certificate/ Diploma/ Bachelor


Min. Experience: 5 years & above

Qualification: SPM & below


Min. Experience: 5 years

Qualification: SPM & below/ Certificate


Min. Experience: 2 years & below

Qualification: Diploma/ Bachelor


Min. Experience: 3 years & above

Table 1. Skills Requirements And Skills Gap Of Key Positions In Accommodation Subsector

Functions Level Skills Required Skills Gaps

Technical Skills Soft Skills

Operations Housekeeping Executive • Basic Accounting Skills

• Purchasing &

Inventory Skills

• Human Resource

Management Skills

• Guests Service Skills

• Equipment Operating

Skills

• Workplace Hazardous

Material Information

System

• Product Skills

• Problem Solving Skills

• Decision Making Skills

• Working with Others

• Administrative Skills

• Job Tasks Planning

• Supervision Skills

• Lack of human

resource

management skills

• Guests service skills

need to be improved

Operations Housekeeping • Bed Making Skills

• Equipment Operating

Skills

• Chemistry Knowledge

• Public Safety and

Security • Cleaning Skills

• Accountability

• Communication Skills

• Customer and

Personal Skills

• Organisation Skills

• Time Management

• Lack of

communication skills

• Time Management

Skills

Continue next page...

Table 1. Skills Requirements And Skills Gap Of Key Positions In Accommodation Subsector(Continued…)



Operations Financial Controller • Information

Technology Skills

• Financial Skills

• Accounting Skills

• Budgeting

• Software Knowledge

• Commercial

Knowledge

• Management

Reporting

• Audit and

Compliance

• Team working


• Time Management

Skills

• Administration Skills

• Monitoring Skills

• Analytical Skills

• Improve on software

knowledge

• Constantly update on

commercial

knowledge

Operations Lobby Lounge

Host / Hostess

• Knowledge of Food

Industry

• Guests Service Skills

• Numeracy Skills

• Oral Communication

Skills

• Job Tasks Planning

• Working with Others

• Problem Solving Skills

• Decision Making Skills

• Significant Use of

Memory

• Supervision Skills

• Multitasking Skills

• Management Skills

• Lack of

communication skills

• Multitasking and time

management

Continue next page...

Table 1. Skills Requirements And Skills Gap Of Key Positions In Accommodation Subsector (Continued…)



Operations Personnel Officer • Human Resource

Management Skills

• Labour Laws and

Regulations

Knowledge


• Writing Skills

• Negotiation Skills

• Interpersonal Skills


• Critical Thinking Skills

• Communication skills

(both written and oral)

• Update on labour laws

and regulation

knowledge

Front Office Hotel Cashier • Mathematical Skills

• Customer Service Skills

• Tax Knowledge

• Currency Knowledge

• Language Skills

• Payment Knowledge

• Language Skills

• Payment Knowledge

• Information

Technology Skills

• Cash Handling Skills

• Literacy Skills


• Organising Skills

• Improve customer

service skills

• Knowledge on

information

technology system

update

Figure 3. Analysis Of Supply And Demand For The Accommodation Services Sub-sector

0

50000

100000

150000

200000

250000

2012 2013 2014 2015 2016 2017 2018 2019 2020

Accommodation Services Manpower Supply & Demand

Targeted for NKEA Scenario 1 Scenario 2

2020 Demand (NKEA Targets): 208,680

Notes: 1 Scenario is the anticipated manpower supply that presumes successful rollouts of all the EPPs as well as Visit Malaysia Year 2014 and Visit Malaysia Year 2020 events; 2 Scenario 2 is the anticipated manpower supply Should “business remains as usual” and is based on growth recorded in past trends. Source: KPMG Analysis

Scenario 1: 176,162

Scenario 2: 132,804

Figure 6. Analysis Of Supply And Demand For Tourism Services Sub-sector


0

10000

20000

30000

40000

50000

60000

2012 2013 2014 2015 2016 2017 2018 2019 2020

Tourism Services Manpower Supply & Demand Outlook



Scenario 1: 41,000

Scenario 2: 28,719

Figure 7. Critical Job Areas by Technical Skills Requirements

High Low

Kitchen Coordinator

Kitchen Helper Food Preparer

Commis Chef

Waiter

F&B Manager

TEC

HN

ICA

L SK

ILLS

DEMAND

Chief Chef

Chef de Partie

Figure 8. Critical Job Areas by Soft Skills Requirements

High Low

Kitchen Coordinator

Kitchen Helper Food Preparer

Commis Chef

Waiter

F&B Manager

SO

FT

SK

ILLS

DEMAND

Chief Chef

Chef de Partie

Employee Profile for Critical Positions FOOD AND BEVERAGES

Food and Beverage Manager

Chief Chef

Chef de Partie

Commis Chef

Food Preparer

Waiter/Waitress

Kitchen Coordinator

Kitchen Helper

Steward

Qualification: Diploma / Bachelor Salary Range: RM3,400 to RM4,700 Min. Experience: 5 years & above

Qualification: SPM & below/ Certificate/ Diploma Salary Range: RM7,900 to RM11,250 Min. Experience: 5 years & above

Qualification: SPM & below/ Certificate Salary Range: RM2,050 to RM3,000 Min. Experience: 3 years & above

Qualification: SPM & below/ Certificate Salary Range: RM1,200 to RM2,100 Min. Experience: 3 years & below

Qualification: SPM & below Salary Range: RM1,700 to RM2,300 Min. Experience: 2 years & below

Qualification: SPM & below/ Certificate Salary Range: RM1,100 to RM1,400 Min. Experience: 1 year & above

Qualification: SPM & below/ Diploma Salary Range: RM1,800 to RM2,300 Min. Experience: 1 year & above

Qualification: SPM & below Salary Range: RM880 to RM1,150 Min. Experience: 1 year & above

Qualification: SPM & below/ Certificate Salary Range: RM1,050 to RM1,350 Min. Experience: 1 year & below

Table 2. Skills Required And Skills Gaps In The Food & Beverage Subsector



Operations Food & Beverage Manager • Equipment Knowledge • Commercial Awareness • Food Knowledge • Cooking Knowledge and

Skills • Information Technology

Skills • Product Knowledge • Food Safety and Nutrition

Knowledge • Workplace Health and

Safety • Hygiene and Sanitary

Knowledge • Food Service Standard

Knowledge • Language Skills

• Leadership Skills • Management skills • Public Relation Skills • Organisation Skills • Teamwork • Communication Skills • Interpersonal Skills • Critical Thinking Skills • Problem Solving Skills • Decision Making Skills • Literacy Skills • Delegation Skills • Professionalism • Presentation Skills

• Business development • Insufficient people

management

Kitchen Chief Chef • Excellent Cooking Skills • Delivery of Food Services • System Compliance • Budgeting • Information Technology

• Interpersonal Skills • Active Listening Skills • Supervision Skills • Leadership Skills • Delegation Skills • Time Management

• Lack of teaching skills • Unable to supervise on the-

job training

Continue next page…

Table 2. Skills Required And Skills Gaps In The Food & Beverage Subsector (Continued…)



Kitchen

Chief Chef

• Ingredient Knowledge • Culinary Art Skill • Knife Skills • Health, Safety and Food

Hygiene • Customer and Personal

Services • Food Storage and Handling

Knowledge • Production Processes • Tools and Equipment

Knowledge and Skills • Human Resource

Management Skills

• Multitasking • Creativity • Professionalism • Personnel Resources

Management • Decision Making Skills • Critical Thinking Skills

Kitchen Chef de Partie • Cooking Skills • Food Preparation Skills • Food Presentation Skills • Inventory Management • Kitchen and Restaurant

Operation Food, Hygiene and Safety Standards

• Develop New Menus and Dishes

• Proficient in larder, vegetable and saucier section

• Communication Skills • Leadership Skills • People Management • Delegation Skills

• Lack od teamwork skills • Communication skills to be

improved





Kitchen

Commis Chef

• Basic Cooking Skills • Basic Baking Skills • Knife Skills • Food Knowledge • Safe Food Handling Skills • Cleaning and Sanitizing

• Teamwork Skills • Communication Skills • Active Listening • Time Management Skills • Problem Solving Skills

• Lack of teamwork skills • Communication skills to be

improved

Kitchen Food Preparer • Cleaning Skills • Food Preparing Skills • Ingredient Knowledge

• Communication Skills • Time Management Skills • Active Listening Skills • Team Working Skills • Organising Skills • Multi-tasking skills

• Lack of ingredient and food knowledge

Kitchen Waiter/ Waitress • Basic Information Technology

• Table Setting • Product Knowledge • Customer Service Skills

• Communication Skills • Organised Thinking • Teamwork • Professionalism • Language Skills • Attention to Details • Interpersonal Skills

• Lack of product knowledge • Language proficiency • Customer Service Skills





Kitchen Kitchen Coordinator • Cooking Skills • Baking Skills • Basic Cost and Budgeting • Basic Accounting Skills • Food Preparation • Food Safety and Nutrition

Knowledge • Workplace Health and

Safety • Hygiene and Sanitary

Knowledge • Food Service Standard

Knowledge

• Active Listening Skills • Communication Skills • Supervision Skills • Time Management Skills • Team Working • Problem Solving Skills • Multitasking Skills

• Lack of Food Safety and Nutrition Knowledge

• Lack of Communication Skills

Kitchen Kitchen Helper • Cleaning Skills • Customer Services • Food Production

Knowledge

• Communication Skills • Time Management Skills • Active Listening Skills • Problem Solving Skills • Team Working Skills

• Lack of Communication Skills

Kitchen Steward • Cleaning and Sanitizing Skills

• Hygiene Knowledge

• General Physical Skills • Communication Skills

• Lack of Communication

Figure 9. ANALYSIS Of Supply And Demand For The Food & Beverage Services Sub-sector

580000

600000

620000

640000

660000

680000

700000

720000

740000

760000

780000

2012 2013 2014 2015 2016 2017 2018 2019 2020

Food & Beverage Services Manpower Supply & Demand Outlook



Scenario 1: 726,559

Scenario 2: 679,037


overview - austrade

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