Travel and Tourism (0471) | Skills required when working in the travel and tourism industry

Travel and Tourism (0471) Study Notes: Customer Service (Section 4.4)

Skills Required When Working in the Travel and Tourism Industry

Hello future travel experts! This chapter is all about YOU. The travel and tourism industry relies entirely on people—the customers, and the skilled professionals who serve them. Good customer service doesn't happen by accident; it requires a specific set of skills. Knowing these skills is crucial for your exam success and your future career!

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1. Essential Personal Skills: The Basics You Need

Personal skills are the core abilities that allow you to handle your specific job tasks efficiently. Think of these as the fundamental tools in your customer service toolbox.

(a) Core Communication and Information Skills

• Clear Speech: Being able to speak clearly and understandably is vital, especially when dealing with international visitors or taking reservations over the phone.
  Example: A hotel receptionist must speak clearly to confirm booking details accurately.
• Literacy: The ability to read, write, and understand documents. This includes processing emails, filling out forms, writing reports, and reading instructions.
  Did you know? Even in highly automated jobs, high literacy is needed to interpret digital dashboards and operating manuals.
• Numeracy: Handling numbers correctly. This is non-negotiable when dealing with money, commissions, prices, and bookings.
  Example: Calculating currency exchange, processing refunds, or figuring out the total cost of a family package holiday.
• ICT (Information and Communications Technology): Using technology effectively. Most bookings, payments, and communications are digital.
  Example: Using reservation systems (CRS/GDS), email, spreadsheets, and maintaining social media channels.

(b) Problem-Solving

The travel industry is prone to unexpected issues (delays, cancellations, lost luggage). Staff must be quick, calm, and resourceful. Problem-solving involves identifying a problem, evaluating options, and implementing the best solution quickly.

• Think of it like this: A flight is cancelled. A good problem-solver immediately checks alternative flights, books new accommodations, and ensures the customer is informed and comfortable.

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2. Essential Interpersonal Skills: Working with People

Interpersonal skills (often called soft skills) are how you interact and build relationships with customers and colleagues. Since T&T is a service industry, these skills are arguably the most important.

• Listening: Truly hearing what the customer needs or complains about. This ensures you offer the right product and avoid mistakes.
  Tip: Active listening means giving the customer your full attention and summarizing their needs back to them.
• Patience: Dealing calmly with stressed, confused, or demanding customers. Travel can be stressful, and staff need to remain composed.
  Encouraging Phrase: Don't worry if this seems tricky at first—patience is a skill that improves with practice!
• Welcoming: Making customers feel valued, comfortable, and safe from the moment they arrive. A genuine smile and positive attitude go a long way.
• Flexible: Being willing to adjust to changing circumstances, unexpected work schedules, or specific customer requests that fall outside the usual procedure.
  Example: Working late due to a delayed cruise ship arrival or swapping shifts to cover a colleague.
• Teamwork: Working effectively with colleagues across different departments (e.g., front desk, housekeeping, restaurant staff) to deliver a seamless service.
  Example: A tour guide reporting a bus issue quickly so that the maintenance team can fix it before the next trip.

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3. Professional Presentation and Communication

(a) Body Language and Personal Presentation

Your appearance and non-verbal cues create the first impression. The T&T industry requires a professional image that reflects the organization's standards.

• Personal Presentation: This includes a clean, smart uniform (if required), neat hair, good hygiene, and appropriate attire.
  Importance: Customers judge the quality and reliability of a service based on how its staff looks.
• Body Language: Non-verbal communication.
  Positive examples: Making eye contact, maintaining good posture, smiling, and using open gestures (not crossing arms).
  Negative examples to avoid: Slouching, fidgeting, looking bored, or avoiding eye contact.

(b) Ability to Speak Other Languages

The industry is international. The ability to communicate in the customer’s native language massively improves satisfaction and sales potential.

• Benefit to Customer: Reduces anxiety and confusion, making the travel experience smoother.
• Benefit to Organisation: Allows the organisation to target specific international markets and gives them a competitive advantage over businesses that only speak one language.

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4. Specialized Knowledge and Responsibility

(a) Types and Importance of Training

Training is essential to ensure staff know how to perform their duties efficiently and safely, and how to represent the company brand.

• Induction Training: Given to new employees, covering company policies, health and safety, and immediate job duties.
• In-Service/Refresher Training: Regular training for all staff to update skills, learn new systems, and review procedures (like handling emergencies).
• Crucial Focus: Training in Sustainable Practices:
  Staff must be trained on how the organization is meeting its environmental goals. This includes:
  
  • Explaining recycling and energy-saving measures to guests.
  • Promoting local, sustainable products and services (e.g., recommending a local, ethical tour operator).
  • Minimising waste and water usage in their daily duties.

(b) Ability to Address the Needs of Responsible Tourists

Responsible tourists actively seek travel options that minimise negative impacts on the environment and culture, and maximise benefits for local people. Your staff need specific knowledge to serve them.

• Product Knowledge: Staff must know which products are ethical or eco-friendly.
  Example: Being able to recommend hotels that use solar power or tours that donate a portion of their profits to local conservation efforts.
• Cultural Sensitivity: Guiding tourists on appropriate behaviour to respect local customs and rules/regulations.
  Example: Informing guests about appropriate dress codes when visiting religious sites.
• Being Honest: Providing accurate information about sustainability claims to build trust with the responsible tourist market.