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Working group II New trends and developing
services in tourism ReportRalf Mytzek, WZB,
Germany
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Introduction
Aim extract some common features of the 3
examples of Working Group II 3 examples of skill
needs in tourism sector with very different
perspectives 1) Marbella Club Hotel, Spain
Case study of a leading luxury resort in Spain 2)
Accessible tourism for all tourism of a
disadvantaged group in Germany 3) Tourism sector
in Montenegro tourism in (re)development
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New trends and developing services in luxury
tourism Katja Gottwik, Marbella Club Hotel Golf
Resort Spa, Spain
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Background

• Economic environment - general development in
  travel market
• insecurity through terrorism and war
• Internet / Last-minute booking
• decline of conventional destinations
• price and quality consciousness of clients

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Skills needs and implementation

• maintenance of highest service level
• increasing product knowledge
• Implementation through sophisticated recruitment
  process and
• training
• language, products, telephone, reservation
  system
• training on the job (service guidelines)
• complain handling
• sales training
• .

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Barrier-free tourism for older and handicapped
tourist and related skill needs Vera Berthold,
Natko e.V., Germany
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Background
- 8,1 (6,7 Mill.) of all people in Germany are
handicapped, 30-40 of them with activity
disablilities - more than half are older than 65
years increase in future - share of people with
activity limitation will reach 30-35 in the
future -lower travel intensity, domestic travel
Opportunities

• Survey results
• - would travel more if better conditions, high
  average travel spending
• potential increase of turnover from 2.500
  Million to approx. 4.500 Million
• - 90.000 extra full time jobs

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Scope for skills needs

• - Almost no suitable offers along the tourist
  service chain
• - development of market opportunities
• - services have to be adapted to the necessities
  of people with reduced activity
• - lack of site information at destinations
• - general tourist information not adapted for
  handicapped people
• Need for a German qualification program for the
  tourist industry providers to be trained in skill
  needs in Tourism for all

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Two recent surveys regarding the employment needs
and training needs in Montenegro demand for
employment and training Bozidar Sisevic, National
Observatory, Montenegro
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Background

• Montenegro small Mediterranean country
• - 600.000 inhabitants, 20-30 unemployment
• - situation 1990-2000 cheap tourism, bad
  infrastructure, untrained people, sharp decrease
• - skills mismatch on tourist sector labour
  market concurrent shortage of labour and
  shortage of qualified workforce
• approx. 20.000 seasonal workers in tourism in
  2003

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Survey results employment needs in tourism
sector

• Survey among more than 4000 employers in March
  2003, designed to determine employment needs for
  seasonal workers
• - potential employment for about 10.000 seasonal
  workers in 2003
• - skills gaps hinder employment growth

Future perspective

• Master plan on development of tourism in
  Montenegro until 2020
• higher quality of products
• diversification of tourist assets not only
  focus on bathing tourists
• individualised tourism
• goal until 2020 double hotel beds from 50.000
  to 100.000
• increase employment by 50.000 70.000 people

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Conclusion and outlook

• Common trends in the presented markets
• - increasing customer orientation
• - increasing international competition
• - volatile market in an insecure environment
• changing customer demands individualisation
• very big potentials in each tourist market
  segment
• skills gaps are obstacles to employment growth

• Growth opportunities depend on successful
  implementation of qualification strategies in
  tourism sector
• How can that be reached?