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3. Hospitality Industry and Components Hosp Industry.pptx 3

4. Introduction World Travel and Tourism Council (WTTC), 230 million jobs8.7 The importance of tourism and hospitality employment in both developed and developing countries is proved by the World Travel and Tourism Council (WTTC), who suggest that travel and tourism related activities account for over 230 million jobs, or 8.7 % of jobs worldwide.worldwide However, whilst the quantity of jobs is unquestionable, the quality of many of these jobs is of great concern to academics and policy- makers alike. 4

5. Introduction people are the industry’s most important asset, remain unconvinced Despite the rhetoric of policy-makers and business leaders that people are the industry’s most important asset, many remain unconvinced that such a view is borne out by empirical evidence. For example, ‘McJob’ which is described as, ‘A low-pay, low-prestige, low-dignity, low-benefit, no-future job in the service sector. Frequently considered a satisfying career choice by people who have never held one’. 5

6. Introduction service society large numbers low-skill, low-pay high-skill,high- income jobs Challenges of living and working in a service society which is characterized by two kinds of service jobs: large numbers of low-skill, low-pay jobs and a smaller number of high-skill, high- income jobs, with few jobs being in the middle of these two extremes. 6

7. Introduction what kinds of jobs are being produced filling Such a situation leads labour analysts to ask what kinds of jobs are being produced and who is filling them. conditions of tourism hospitality This point is also true for the tourism and hospitality industry and it is important at the outset of this course to add a caution about the generalizability (or otherwise) of the conditions of tourism and hospitality employment worldwide. 7

8. Introduction ment within the some geographical attractive, high- status working environment lowstaff turnover The diversity of employment within the sector is noted that: In some geographical and sub-sector areas, tourism and hospitality provides an attractive, high- status working environment with competitive pay and conditions, which is in high demand in the labour force and benefits from low staff turnover … 8

9. Introduction poor conditions, low pay, high staff turnover roups cof The other side of the coin is one of poor conditions, low pay, high staff turnover, problems in recruiting skills in a number of key areas, a high level of labour drawn from socially disadvantaged groups, poor status and the virtual absence of professionalism. 9

10. Introduction recruiting, developing and maintaining a committed, competent, well-managed and well-motivated product/services Organizations and managers in the tourism and hospitality industry face real challenges in recruiting, developing and maintaining a committed, competent, well-managed and well-motivated workforce which is focused on offering a high-quality ‘product/services’ to the increasingly demanding and discerning customer. 10

11. Introduction the key human resource (HR) issues This course seeks to address some of the key human resource (HR) issues that have to be tackled in order that organizations can maintain such an environment. problems unrewardingunappealing To do so, it will critically review some of the problems which lead many to characterize tourism and hospitality employment as generally unrewarding and unappealing. 11

12. What are the tourism and hospitality industries? nature of the tourism industry hospitality sub-sector commonly Many academics, industrialists and policy- makers have attempted to define the nature of the tourism industry – and the place of the hospitality sub-sector within this broader conceptualization – yet there is still no one commonly accepted definition. ISIC Classification.pdf 12

13. Tourism and Hospitality industries a large diverse many of the activities may overlap Hence, there are inherent problems seeking to define what is a large and diverse sector, which means many of the activities may overlap, and could be described as encompassing tourism and hospitality. Lucas Hotel, Catering and Tourism Sector (HCTS). For example, Lucas (2004) in her recent work on employment relations in the hospitality and tourism industries chose to talk in broad terms about the Hotel, Catering and Tourism Sector (HCTS). 13

14. tourism and hospitality industries HCTS share common attributes and are associated with both hospitality and tourism activities This characterization of the HCTS recognizes that, in reality, many jobs in hospitality and tourism, ‘share common attributes and are associated with both hospitality and tourism activities’. a lack of precision Clearly then, we should recognize the potential for a lack of precision in describing the tourism and hospitality industries 14

15. tourism and hospitality industries People 1 st Sector Skills Council hospitality, leisure, travel and tourism In an attempt to avoid too much inconsistency and capture the diversity of the sector, this course uses the framework offered by People 1 st in UK, which is the Sector Skills Council (SSC) for the hospitality, leisure, travel and tourism sector, to exemplify the broad range of activities that may be seen in the HCTS. 15

16. tourism and hospitality industries People 1 st government-licensed bodies The reason for using People 1 st is that SSCs are the government-licensed bodies responsible for improving skills within the industry. SSC best SSCs are employer led and among other things, aim to be the voice of industry on skills matters and encourage best practice approaches to employment. 16

17. tourism and hospitality industries hotels restaurants pubs, bars and night- clubs contract food service providers membership clubs events gambling 17 travel services tourist services visitor attractions youth hostels holiday parks self-catering accommodation hospitality services Therefore, People 1 st suggest that the sector as a whole is made up of 14 sub-sectors:

18. tourism and hospitality industries massive diversity types of jobs Moreover within this broad classification of travel, tourism and hospitality there is massive diversity in the types of jobs generated, in relation to their technical and skills’ demands, educational requirements. Baum descriptiona person To illustrate this point we can consider Baum’s (1997) description of the range of people, a person buying a package holiday is likely to interact with: 18

19. tourism and hospitality industries the retail travel agent the retail travel agent insurance companies insurance companies ground transport ground transport to and from the airport airport handling agents at least two sets of airport handling agents (outbound and return) airport services airport services (shops, food and beverage outlets, bureaux de change-outbound and return) the airline the airline on all legs of the journey immigration customs services immigration and customs services(cont’d) 19

20. Travel Intermediaries (Cont’d) local ground transportation local ground transportation the hotel other accommodation the hotel or other accommodation tour services tour services at the destination companies and individuals selling a diversity of goods and services at the destination companies and individuals selling a diversity of goods and services at the destination (retail, food and beverage, entertainment, cultural and heritage, financial, etc.) emergency services at the destination emergency services at the destination (medical, police, legal); service providers on return service providers on return (photography processing, medical). 20

21. tourism and hospitality industries Baum intermediaries making breaking the tourist experience Baum characterizes all of these possible intermediaries, and the interactions they will have with the holiday maker, as crucial in ‘making or breaking the tourist experience’. quality of their experience the interactions front-line staff Thus while the physical product is important, for most tourists the quality of their experience is likely to be also reliant to a large degree on the interactions they will have with the variety of front-line staff in the industry. 21

22. tourism and hospitality industries moments of truth effectiveness, success, productivity, competitiveness and profitability. These so-called ‘moments of truth’ are therefore crucial for organizational effectiveness, success, productivity, competitiveness and profitability. purpose, size, ownership and demands homogeneity Indeed, within an industry that is characterized by diversity and heterogeneity in terms of the purpose, size, ownership and demands of the enterprise, the only real point of homogeneity is delivering service to customers and the need to manage people in such a way that they offer a quality service. 22

23. tourism and hospitality industries front-line staff sufficiently well paid, trained motivated The result of this point would be the belief that such front-line staff would therefore be sufficiently well paid, trained and motivated to offer outstanding and high quality service. The reality however is that often such staff have the lowest status in the organization, are the least trained, and are the poorest paid employees of the company. 23

24. tourism and hospitality industries about employment sub-sectors than others Indeed, more is known about employment in certain sub-sectors than others. hotels, restaurants pubs, bars nightclubs 70 % For example, the commercial hospitality industry encompassing hotels, restaurants and pubs, bars and nightclubs is the largest sub-sector with around 70 % of employees. 24

25. tourism and hospitality industries commercial hospitality industry, As a consequence many of the examples drawn on in this course are from the commercial hospitality industry, although, illustrations of organizational practice from travel and tourism organizations are also used. 25

26. tourism and hospitality industries flight attendant pot washer in the kitchen receptionist tour rep Thus, how does the experience of an airline flight attendant differ from that of a pot washer in the kitchen in a small restaurant to a receptionist in the front desk of an international hotel or to a tour rep? small- and medium-sized enterprises A further issue to consider is the manner in which the sector is heterogeneous in terms of the predominance of small- and medium-sized enterprises (SMEs). 26

27. People 1 st 10 people 5. People 1 st (2006) note that within the UK hospitality, leisure, travel and tourism sector 76 % of establishments employ fewer than 10 people and 50 % fewer than 5. competitive advantage type of market Heterogeneity is also seen in relation to the way that organizations adopt differing routes to competitive advantage, depending on which type of market they operate in. tourism and hospitality industries 27

28. tourism and hospitality industries HRMlow-cost airlines. For example, full service carriers in the airline industry are likely to have very different approaches to HRM compared to low-cost airlines. first class luxury hotelsextravagant The same is true for the hospitality sector, which may range from first class and luxury hotels providing extravagant, full 24-hour service to the more homely comforts of a bed and breakfast establishment. 28

29. Who makes up the tourism and hospitality workforce? International Labour Organization marginal workers’, women, young workers, casual employees, students part-timersmigrant workers The International Labour Organization (ILO) suggests that the industry globally is largely reliant on what has been described as so-called ‘marginal workers’, such as women, young workers, casual employees, students, relatively high numbers of part-timers and migrant workers. For example, within the UK women make up around 58 % of the broader hospitality, leisure, travel and tourism workforce. 29

30. the tourism and hospitality workforce part-time employees 25 %. More specifically, the hospitality sub-sector is indicative of the broader sector in having a higher proportion of part-time employees (52 %) than most other industries with the all industry figure being 25 %. Young people Young people are also prominent within the hospitality, leisure, travel and tourism sector. 24 years34 years For example, 37 % of the total UK workforce is under 24 years and 58 % under 34 years. 30

31. the tourism and hospitality workforce student, seasonal migrant Related to this last point, a significant part of the tourism and hospitality workforce consists of student, seasonal and migrant workers. Students Students are an increasingly important segment of the labor market for hospitality and tourism organizations. low wages coincidence of needsemployers students. They are prepared to work for low wages and be flexible in their working patterns, creating as a ‘coincidence of needs’ between employers and students. 31

32. the tourism and hospitality workforce three quarters front-line jobs sales assistants, waiters/waitresses check out operators Thus, nearly three quarters of all students who are working are employed in the retail and hospitality industries and the vast majority of students who are working do so in front-line jobs such as sales assistants, waiters/waitresses and check out operators. ethnic minority hospitality, leisure, travel tourism The number of ethnic minority workers in the broader hospitality, leisure, travel and tourism sector is 11 %, slightly higher than the all industry figure of 9.6 %. 32

33. the tourism and hospitality workforce understanding HRMimportant role success Having briefly considered the nature of the hospitality and tourism industry and the characteristics of its workforce attention now turns to understanding HRM and the increasingly important role it is felt to play in organizational success. 33

34. Employment in Tourism and Hospitality Industries Relative to other sectors, hospitality and tourism has often been shown to be a high employer of labor per dollar of sector income. unemployment Thus many authorities have considered tourism development to be deal for remedy for unemployment. measures employmentnature The job value of travel and tourism depends on how one measures employment, and the nature of local labor markets. 34

35. Employment in Tourism and Hospitality Industries The number of people employed in the sector at some point during the year is likely to be high for four main reasons: intensity Relative labor intensity low-wage occupations Many low-wage occupations part-time casual employment Much part-time and casual employment peaking Seasonal peaking. 35

36. a) Labor intensity some areas labor-intensive As mentioned earlier, some areas of travel and tourism are more labor-intensive than others. front-office situations travel, lodging, restaurants, souvenirssmall-scale tourism activities This is true of front-office situations in travel, lodging, restaurants, souvenirs and small-scale tourism activities. labor-saving late arrivals. The major reason is the traditional importance of personal service, accompanied by the fact that in many of these areas labor-saving equipment and automation have only been late arrivals. 36

37. a) Labor intensity Transport, tour operation ‘back-of-house’ higher capital-labor ratio Transport, tour operation and ‘back-of-house’ activity have, by contrast, a much higher capital-labor ratio in general. capital intensive methods food production Thus in restaurant businesses, it is common to find more capital intensive methods being introduced in food production, but staff numbers being maintained in foodservice. 37

38. a) Labor intensity small-scale entrepreneurial niche Another feature of labor intensity in travel and tourism is that of small-scale entrepreneurial activity in ‘niche’ areas of activity. labor- only labor-mainly As tourism production is so fragmented in most economies, suppliers are largely labor- only or labor-mainly. 38

39. a) Labor intensity souvenir cruise ports scalp-hunters cab drivers guides Examples include very large numbers souvenir sellers in cruise ports or at tourism attractions in less-developed countries, scalp-hunters at major sports or arts events, some cab drivers and instant ‘guides’. self-employed Often technically self-employed, their capital investment is usually negligible. annoying ability Their income is often dependent on their annoying ability; it is earned in cash and is not officially declared. 39

40. a) Labor intensity Nonetheless, they are working in the tourism sector. When tourism destinations are developed, labor intensity varies according to the type and stage of development, and has been found in some cases to be less than that in other industries. 40

41. 2) Low-wage occupations wages low reasons In most economies wages in the tourism sector are low relative to other industries for a number of reasons: unskilled Many jobs are unskilled jobstreatedunskilled Many jobs are treated by employers as unskilled even if some level of skill is required, say in customer service transitory temporary turnoverhigh Many employees are transitory and temporary, and labor turnover is rather high 41

42. 2) Low-wage occupations Unionization collective bargaining Unionization and collective bargaining are often weak alternativeszero opportunity cost competitive monopsonist In areas where there are few or no alternatives to tourism, there is zero or negligible opportunity cost associated with employment within the industry; with no competitive jobs available, tourism is a monopsonist industry in buying the services of labor. 42

43. 2) Low-wage occupations Average wages Average wages in hospitality, travel and retailing in North America, Western Europe and Australasia are 5 – 35 % below national average wages, although wages may of course be higher in secondary employment created by indirect and induced expenditure. discrepancy recordedactual Supplementation of wages through gratuities in many jobs is regarded as normal practice; there may therefore once again be a discrepancy between recorded incomes and actual receipts. 43

44. 2) Low-wage occupations Where tourism is being newly expanded in less- developed countries, wage levels are often very low since there may be a large supply pool of labor, which is anxious to secure ‘quality employment’ in tourism, and employers may argue that they must spend on basic training, as recruits may not possess even simple reading skills or knowledge of tourists’ customs. 44

45. 2) Low-wage occupations Higher wages apply where internationally transportable qualifications restrict supply. Qualified passenger airline pilots, chefs with completed apprenticeshipsEuropean-trained hotel managershigh wages internationallypilots Qualified passenger airline pilots, chefs with completed apprenticeships or European-trained hotel managers can command high wages internationally; pilots in particular are often unionized. similar real wages Even travel consultants with IATA fares and ticketing qualifications can obtain similar real wages internationally. 45

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47. 3) Part-time and casual employment expected number of hours of work completed. There is a discrepancy between the number of workers employed in the travel and tourism industry and the expected number of hours of work completed. casualtemporary periods In virtually all economies, a considerable number of workers are part-time, and more are casual, working only for temporary periods. 47

48. 3) Part-time and casual employment The use of part-time and casual employees is dictated by two factors: fixed capacity casual labor alterfixed to variable with many fixed capacity enterprises, using part-time and casual labor enables employers to alter some labor cost from fixed to variable 24 - hour working split-shifts the nature of most travel and tourism activity requires 24 - hour working or at least work beyond normal business hours; this in turn means split-shifts and/or part-time extra work. 48

49. 3) Part-time and casual employment moonlighters Many such workers are ‘moonlighters’ taking second jobs, or people not normally counted to be in the labor force, such as students. higher status men With better paid, higher status and more skilled jobs filled by men, pointing to undeveloped equal opportunities policies in the sector 49

50. 4) Seasonality seasonality two labor permanentworkers peak season work. In most recreational tourism destinations, seasonality means there are effectively at least two labor markets; one for permanent workers throughout the year, and a second market for peak season work. marginal workers wages may increase As with casual work, seasonal employment may draw in ‘marginal workers’, and if demand pressure is high enough, wages may increase. 50

51. 4) Seasonality orcing up seasonal wages This may draw labor away from full-time employment in other sectors, forcing up seasonal wages in those sectors or reducing their viability. indirect work generated by tourism activity. Seasonality occurs not only in direct tourism employment but also in indirect work generated by tourism activity. temporary migration shifts In free labor markets the result is often substantial temporary migration of workers with consequent shifts of regional income and induced expenditure. 51

52. End of Slides – Part 1 52