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Unlock This CourseThe travel and tourism industry is all about people. Whether you're helping tourists plan their dream holiday, guiding visitors around attractions, or managing a hotel, your personal skills will make or break your success in this exciting industry.
Key Definitions:
In travel and tourism, you'll be the face of your organisation. Customers will judge the entire company based on their interactions with you. Strong personal skills help you:
Personal skills are often what set candidates apart in job applications and promotions. Employers in travel and tourism consistently rank personal skills among their top hiring criteria, sometimes even above technical knowledge or qualifications.
According to a survey by the Institute of Travel and Tourism, 78% of managers said they value communication skills and ICT proficiency as essential requirements for new hires.
The travel industry has been transformed by technology. From online booking systems to social media marketing, ICT skills are now essential for almost every role in the sector.
Here are the key ICT skills you'll need to succeed in travel and tourism:
Before its collapse in 2019, Thomas Cook was undergoing a major digital transformation. Staff had to quickly adapt to new booking systems, apps and digital customer service channels. Employees who embraced ICT skills training were able to provide better customer service and work more efficiently. This shows how essential adaptable ICT skills are in a rapidly changing industry.
The lesson? Even established travel companies need staff with strong, up-to-date ICT skills to remain competitive in today's digital marketplace.
Let's look at how ICT skills are applied in various travel and tourism jobs:
Travel agents use computerised reservation systems to book flights, hotels and package holidays. They need to quickly navigate these systems while talking to customers, compare options across different platforms and produce professional itineraries and invoices.
Example: A travel agent might use Amadeus to book flights, a hotel booking portal for accommodation and Excel to create a detailed holiday budget for the customer - all while maintaining eye contact and discussing preferences.
Hotel staff use property management systems to check guests in and out, manage room allocations, process payments and handle customer requests. They often need to switch between multiple systems while maintaining a friendly, personal service.
Example: A receptionist might use Opera PMS to check room availability, process a credit card payment and update guest preferences in the hotel's CRM system - all while smiling and making the guest feel welcome.
Communication is at the heart of tourism. You'll be dealing with people from different backgrounds, cultures and with varying needs and expectations.
Virgin Atlantic is known for its excellent customer service. The airline trains staff to communicate effectively with passengers from all backgrounds. During the COVID-19 pandemic, staff had to quickly adapt their communication skills to explain new safety procedures, handle anxious travellers and manage disrupted journeys - all while wearing masks that hide facial expressions.
Staff used clear verbal communication, supportive body language and digital tools to maintain high service standards in challenging circumstances. This demonstrates how adaptable communication skills are essential in the tourism industry, especially during crises.
Working in travel and tourism means dealing with a range of communication challenges:
The good news is that both ICT and communication skills can be improved with practice and the right approach:
In the travel and tourism industry, ICT and communication skills work hand in hand. You'll often need to use both simultaneously - for example, maintaining eye contact and a friendly conversation with a customer while quickly navigating a booking system.
Remember that these personal skills are transferable - they'll be valuable in any role you take on in the industry, from tour guide to marketing manager. By developing strong ICT and communication abilities now, you're setting yourself up for success in this dynamic and rewarding field.