A Delphi Study of Tourism Training and Education Needs in Washington State

Abstract

A needs assessment of tourism industry education and training in Washington State was directed at managers and directors, supervised personnel, and general workers. The research used a Delphi methodology to access key informants in the Washington State tourism industry. Results showed that individuals working in the general tourism industry need customer serviceand interpersonalskills. Supervised personnel require customer serviceskills and researchskills. Managers and directors require managementskills and community tourism developmentskills. Managementskills were oriented toward human resource or personnel related skills and knowledge. Recommendations included: training managers to develop their own training skills; developing customer service skills and interpersonal skills in their supervised employees; and developing the practice of community tourism development. Managers are encouraged to utilize educational and training resources available to train their supervised employees in generic service, sales, and marketing; and domestic and international tourism marketing trends. Desired training formats include half-day time frames at organization's locales for basic skills training; and utilization of tourism organization's resources, especially via the Internet.

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