The future of tourism and hospitality labour: challenges, requirements, trends, skills and the impact of technology

Faruk Seyitoğlu · Carlos Manuel Martins da Costa · Mariana Martins · Ana Maria Malta

29 citations0/0 files storedCurrent Issues in Tourism

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Hospitality and Tourism Education Diverse Aspects of Tourism Research Employment, Labor, and Gender Studies

Abstract

This study was designed to fill two main research gaps: the need for a multidimensional perspective on the future of tourism and hospitality (T&H) labour and the lack of studies from the perspectives of key stakeholders who are representatives of tourism organisations and involved in policymaking. Therefore, it unveils the perceptions of policymakers responsible for tourism organisations in Portugal towards the future of T&H labour. Following an exploratory qualitative case study approach based on semi-structured interviews with eleven policymakers, the results illustrate that the most prominent challenges that the COVID-19 pandemic created are the damage to practical ability, finding a skilled and experienced workforce, and attracting tourism labour back to the sector. However, there are some requirements to overcome such challenges in the future. Moreover, future trends and skills for T&H employment were revealed as new working models, digitisation and robotisation, and the expected skills such as management, analytical, digital marketing, and customer behaviour analysis. Finally, technology was found to have positive and negative impacts on T&H employment. The results and implications will benefit Portugal and different destinations in understanding the dimensions of T&H labour for the future and developing future actions, strategies and policies.

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References

2012Sample Size Policy for Qualitative Studies Using In-Depth Interviews 2022A reflection on the Great Resignation in the hospitality and tourism industry 2015What about the workers? Roles and skills for employees in hotels of the future 2021From Liminal Labor to Decent Work: A Human-Centered Perspective on Sustainable Tourism Employment 2019The Future of Work and Skills Development in Tourism – Policy Paper 2019Mapping talent development in tourism and hospitality: a literature review 2017Human resource challenges in Canada’s hospitality and tourism industry

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