♦ On-the-Job Training
Training that takes place in the actual workplace while employees perform their regular duties. This provides real-world experience in the actual environment where skills will be used.
Skills Required in Travel and Tourism » Types of Staff Training
What you'll learn this session
Study time: 30 minutes
- Different types of staff training in the travel and tourism industry
- The benefits of various training methods for employees and organisations
- How on-the-job and off-the-job training are implemented
- Real-world examples of training programmes in tourism businesses
- How to evaluate the effectiveness of different training approaches
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Unlock This CourseIntroduction to Staff Training in Travel and Tourism
In the fast-paced world of travel and tourism, having well-trained staff can make the difference between a good customer experience and an outstanding one. Staff training isn't just about teaching employees how to do their jobs it's about equipping them with the skills, knowledge and confidence to excel in an industry where customer expectations are constantly rising.
Key Definitions:
- Staff Training: The process of teaching employees the skills, knowledge and behaviours needed to perform their jobs effectively.
- Induction Training: Initial training given to new employees when they join an organisation.
- Continuous Professional Development (CPD): Ongoing learning throughout an employee's career to keep skills current.
Why Training Matters in Tourism
According to the World Travel & Tourism Council, the tourism industry supports 1 in 10 jobs globally. With such a significant workforce, effective training is essential for maintaining service standards. Studies show that companies investing in comprehensive training programmes see up to 24% higher profit margins than those that don't.
Categories of Staff Training
Training in the travel and tourism industry can be broadly divided into two main categories: on-the-job training and off-the-job training. Each has its own advantages and is suited to different learning needs.
♦ Off-the-Job Training
Training that occurs away from the immediate work environment. This allows employees to focus entirely on learning without the distractions of day-to-day responsibilities.
On-the-Job Training Methods
On-the-job training is particularly valuable in travel and tourism as it provides practical experience in real situations. Here are the main types:
⇒ Shadowing
A new employee follows an experienced staff member to observe how they perform tasks and interact with customers. For example, a new hotel receptionist might shadow a senior colleague for a week before handling check-ins independently.
⇒ Coaching
One-to-one guidance from a supervisor or experienced colleague who provides feedback and advice. A tour guide might receive coaching on presentation skills and local knowledge from a senior guide.
⇒ Mentoring
A longer-term relationship where an experienced staff member (mentor) provides guidance to help develop a less experienced employee's career. This often focuses on broader career development rather than specific tasks.
Job Rotation
Job rotation involves moving employees between different positions or departments to gain a broader understanding of the business. This is particularly valuable in the tourism industry where understanding the full customer journey is important.
Example: A trainee manager at a large resort might spend time working in reception, housekeeping, food and beverage and activities departments to understand how each contributes to the guest experience.
Benefits of job rotation:
- Develops a wider range of skills
- Reduces boredom and increases motivation
- Helps staff understand how different departments work together
- Creates more flexible employees who can cover multiple roles when needed
Case Study Focus: Virgin Atlantic's Shadowing Programme
Virgin Atlantic runs a successful shadowing programme where new cabin crew members spend their first flights observing experienced staff. They watch how seasoned crew handle everything from safety procedures to difficult passengers. This hands-on approach has helped Virgin maintain its reputation for excellent customer service. New staff report feeling more confident after seeing real situations handled professionally before they have to deal with them themselves.
Off-the-Job Training Methods
Off-the-job training takes place away from the immediate work environment, allowing employees to focus entirely on learning. Here are the key types:
⇒ Classroom-Based Training
Traditional training in a classroom setting with an instructor. This might include lectures, discussions and group activities. Travel agents might attend classroom sessions to learn about new destinations or booking systems.
⇒ E-Learning
Online training modules that employees can complete at their own pace. This is increasingly popular for compliance training and product knowledge. For example, hotel staff might complete online courses about health and safety procedures.
⇒ Workshops & Seminars
Interactive sessions focused on specific skills or topics. A workshop might focus on customer service skills or conflict resolution techniques for front-line tourism staff.
Simulation Training
Simulation training recreates real-world scenarios in a controlled environment. This allows staff to practice handling situations they might face without the pressure of real customers.
Examples in travel and tourism:
- Airline cabin crew using mock aircraft cabins to practice emergency procedures
- Hotel receptionists role-playing check-in procedures and handling customer complaints
- Tour guides practicing commentary and group management in simulated environments
Simulation training is particularly valuable for emergency procedures and situations that are difficult to practice in real life. It allows staff to make mistakes and learn from them without affecting real customers.
Case Study Focus: TUI's Digital Learning Platform
TUI, one of the world's largest travel companies, has invested heavily in their digital learning platform called "TUI Academy." The system delivers personalised training to over 70,000 employees worldwide. Staff can access training modules on everything from destination knowledge to customer service skills through their smartphones or tablets. The platform includes videos, quizzes and interactive elements. Since implementing this system, TUI has reported a 15% improvement in customer satisfaction scores and reduced training costs by 30%.
Specialised Training in Travel and Tourism
Health and Safety Training
Health and safety training is mandatory in the tourism industry and covers areas such as:
- First aid and emergency response
- Food hygiene for catering staff
- Fire safety procedures
- Risk assessment techniques
This training is often a legal requirement and must be regularly updated. For example, in the UK, food handlers must have appropriate food hygiene training and first aid certificates typically need renewal every three years.
Customer Service Training
Exceptional customer service is at the heart of the tourism industry. This training typically covers:
- Communication skills and body language
- Handling complaints and difficult situations
- Cultural awareness for dealing with international visitors
- Upselling and cross-selling techniques
Many tourism businesses have their own customer service standards and training programmes. For example, Disney's famous "Disney Way" training focuses on creating magical experiences for guests through attention to detail and consistent service standards.
♦ Technology Training
As technology evolves rapidly in the tourism sector, staff need regular training on new systems. This might include booking software, property management systems, point-of-sale systems and social media platforms. For example, travel agents need training on Global Distribution Systems (GDS) like Amadeus or Sabre to book flights and accommodation.
♦ Language Training
In an industry that crosses borders, language skills are invaluable. Many tourism businesses offer language training to staff who deal with international visitors. This might be basic phrases for front-line staff or more comprehensive language courses for those in management positions. Hotels in popular tourist destinations often prioritise language skills when hiring and training staff.
Evaluating Training Effectiveness
For training to be worthwhile, tourism businesses need to evaluate its effectiveness. This can be done through:
- Feedback forms completed by staff after training sessions
- Performance reviews to assess improvement in job performance
- Customer satisfaction scores to measure the impact on service quality
- Return on investment calculations to determine if training costs are justified by results
Effective training should lead to measurable improvements in staff performance, customer satisfaction and ultimately, business success. Regular evaluation helps businesses refine their training programmes and ensure they're meeting current needs.
Case Study Focus: Marriott's Training Evaluation System
Marriott International uses a comprehensive system to evaluate training effectiveness. They collect data at four levels: participant reaction, learning measurement, behaviour change and business results. For example, after implementing a new customer service training programme, they tracked not only staff feedback but also changes in guest satisfaction scores and repeat booking rates. This approach allowed them to demonstrate that for every £1 spent on the training, they generated £3.15 in additional revenue through improved customer retention.
The Future of Training in Travel and Tourism
The travel and tourism industry is constantly evolving and training methods are changing too. Some emerging trends include:
- Virtual Reality (VR) Training: Using VR headsets to create immersive training experiences, such as virtual hotel tours for new staff or simulated customer interactions
- Microlearning: Breaking training into short, focused segments that can be completed in 5-10 minutes, perfect for busy tourism staff
- Gamification: Adding game elements to training to increase engagement, such as points, badges and leaderboards
- Personalised Learning Paths: Using AI to create customised training programmes based on individual staff needs and learning styles
As the industry recovers from the impact of global events like the COVID-19 pandemic, training will play a crucial role in rebuilding confidence and adapting to new customer expectations around safety, sustainability and digital experiences.