Habilidades sociales en los empleados del sector turístico: un análisis de la situación actual y la necesidad de desarrollo futuro
DOI:
https://doi.org/10.14198/INTURI.25972Palabras clave:
habilidades sociales, empleados, subsectores turísticos, desarrollo futuro, métodos de formación, EuropaResumen
Este trabajo se centra en el análisis de las denominadas soft skills en los trabajadores de las empresas turísticas; habilidades que son clave para mejorar la satisfacción de los clientes y, por ende, para aumentar la competitividad empresarial. Los datos fueron obtenidos mediante una encuesta realizada a empresarios de distintos subsectores turísticos de varios países de Europa (alojamiento, restauración, agentes de viaje, atracciones turísticas y gestión de destinos). Son varios los objetivos de la investigación. En primer lugar, se pretende conocer el nivel que presentan los empleados en determinadas habilidades sociales agrupadas en habilidades personales, de comunicación y de gestión de la diversidad. En segundo lugar, también se pretende determinar la importancia que cada una de esas habilidades tendrá para las empresas turísticas en el futuro observando, al mismo tiempo, si existen diferencias entre los distintos subsectores turísticos. Por último, se examinan las herramientas o métodos de formación que emplean las empresas de cada uno de los subsectores analizados con sus trabajadores para lograr el desarrollo de estas habilidades sociales. Los resultados nos permiten conocer las habilidades sociales hacia las que deben orientar las empresas y organismos sus planes de formación. Las conclusiones obtenidas pueden también trasladarse al ámbito académico para que, desde los diferentes centros de formación e instituciones, hagan mayor hincapié en estas habilidades sociales que son la clave para un sector como el turístico.
Citas
Abdul Hamid, M.S. y Islam, R. (2014). Employability Skills Development Approaches: An Application of The Analytic Network Process. Asian Academy of Management Journal, 19 (1), 93–111.
Abujbara, N, K., y Worley, J, A. (2018). Leading Toward New Horizons with Soft Skills. On the Horizon, 26(3), 247- 259. https://doi.org/10.1108/OTH-10-2017-0085
Al Asefer, M., y Zainal Abidin, N.S. (2021). Soft skills and graduates’ employability in the 21st Century from employers’ perspectives: A review of literature. International Journal of Infrastructure Research and Management, 9(2), 44-59.
Azmi, I., Hashim, R., y Yusoff, Y. (2018). The Employability Skills of Malaysian University Students. International Journal of Modern Trends in Social Sciences, 1(3), 1-14.
Balcar, J. (2016). Is It Better to Invest in Hard or Soft Skills? Economic and Labour Relations Review, 27(4), 453-470. https://doi.org/10.1177/1035304616674613
Barnes, S. J., Mattsson, J., Sørensen, F., y Jensen, J. F. (2020). Measuring employee-tourist encounter experience value: A big data analytics approach. Expert Systems With Applications, 154, 1–10. https://doi.org/10.1016/j.eswa.2020.113450
Baum, T. (2002). Skills and training for the hospitality sector: a review of issues. Journal of Vocational Education and Training, 54 (3), 343-364, https://doi.org/10.1080/13636820200200204
Bharwani, S. y Jauhari, V. (2013). An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(6), 823-843. https://doi.org/10.1108/IJCHM-05-2012-0065
Charlton, E. (2019). These Are the 10 Most In-Demand Skills, According to LinkedIn. World Economic Forum. https://www.weforum.org/agenda/2019/01/most-in-demand-skills-as-per-linkedin/
Charoensap-Kelly, P., Broussard, L., Lindsly, M., y Troy, M. (2016). Evaluation of a soft skills training program. Business and Professional Communication Quarterly, 79(2), 154-179 https://doi.org/10.1177/2329490615602090
Clarke, M. (2017). Rethinking Graduate Employability: The Role of Capital, Individual Attributes and Context. Studies in Higher Education, 43 (11), 1923-1937. https://doi.org/10.1080/03075079.2017.1294152
Gruzdev, M. V., Kuznetsova, I. V., Tarkhanova, I. Y. y Kazakova, E. I. (2018). University Graduates’ Soft Skills: The Employers' Opinion. European Journal of Contemporary Education, 7(4), 690-698. https://doi.org/10.13187/ejced.2018.4.690
Gursoy, D. y Swanger, N. (2005). An Industry-Driven Model of Hospitality Curriculum for Programs Housed in Accredited Colleges of Business: Part II. Journal of Hospitality y Tourism Education, 17(2), 46-56, https://doi.org/10.1080/10963758.2005.10696824
Huang, Y. L. y Lin, C. T. (2010). Management trainee core competencies in the hospitality industry: Differences between managers and scholars. Journal of Human Resources in Hospitality & Tourism, 10 (1), 1-13, https://doi.org/10.1080/15332845.2010.500166
Hurrell, S.A. (2016). Rethinking the Soft Skills Deficit Blame Game: Employers, Skills Withdrawal and the Reporting of Soft Skills Gaps. Human Relations, 69(3), 605-628. https://doi.org/10.1177/0018726715591636
Jackson, D. (2014). Business graduate performance in oral communication skills and strategies for improvement. The International Journal of Management Education, 12(1), 22–34. https://doi.org/10.1016/j.ijme.2013.08.001
Jiang, L. y Alexakis, G. (2017). Comparing students' and managers' perceptions of essential entry-level management competencies in the hospitality industry: An empirical study. Journal of Hospitality, Leisure, Sport & Tourism Education, 20, 32-46, https://doi.org/10.1016/j.jhlste.2017.01.001.
Kupritz, V. W. (2002). The relative impact of workplace design on training transfer. Human Resource Development Quarterly, 13, 427-447. https://doi.org/10.1002/hrdq.1042
Laker, D. R., y Powell, J. L. (2011). The differences between hard and soft skills and their relative impact on training transfer. Human Resource Development Quarterly, 22, 111-122, https://doi.org/10.1002/hrdq.20063
Lavender, J. (2019). Soft Skills for Hard Jobs. Journal of Continuing Education Topics and Issues, 21(2) https://www.thefreelibrary.com/Soft+Skills+for+Hard+Jobs.-a0592138127
Lian Chan, J.K. (2011). Enhancing the employability of and level of soft skills within tourism and hospitality graduates in Malaysia. The Issues and challenges Journal of Tourism, XII (1).
Majid, M, Z, A., Hussin, M., Norman, M, H., y Kasavan, S. (2020). The Employability Skills Among Students of Public Higher Education Institution in Malaysia. Malaysian Journal of Society and Space, 16(1), 36-45. https://doi.org/10.17576/geo-2020-1601-04
Matteson, M., Anderson, L., y Boyden, C. (2016). Soft skills: A phrase in search of meaning. Libraries and the Academy, 16(1), 71–88. https://doi.org/10.1353/pla.2016.0009
Nickson, D., Warhurst, C., y Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing Service Quality: An International Journal, 15(2), 195-208. https://doi.org/10.1108/09604520510585370
Noah, J. B., y Abdul Aziz, A. (2020). A Systematic review on soft skills development among university graduates. EDUCATUM Journal of Social Sciences, 6(1), 53-68. https://doi.org/10.37134/ejoss.vol6.1.6.2020
Organización para la Cooperación y el Desarrollo Económico (OCDE) (2019). Estrategia de Competencias de la OCDE 2019. Competencias para construir un futuro mejor. Fundación Santillana. Disponible en: https://www.oecd.org/skills/OECD-skills-strategy-2019-ES.pdf
Ozdemir, O., Dogru, T., Kizildag, M. y Erkmen, E. (2023). A critical reflection on digitalization for the hospitality and tourism industry: value implications for stakeholders. International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-04-2022-0535
Patacsil, F, F., y Tablatin, C, L, S. (2017). Exploring The Importance of Soft and Hard Skills As Perceived by IT Internship Students and Industry Gap Analysis. Journal of Technology and Science Education, 7(3), 347-368. https://doi.org/10.3926/jotse.271
Ramalu, J., Bakar, N., y Nijar, N. (2013). Factors That Determine Students’ Preferences in Selecting Higher Learning Institution. Infrastructure University Kuala Lumpur Research Journal, 1 (1), 27-38.
Rasoolimanesh, S. M., Ramakrishna, S., Hall, C. M., Esfandiar, K., y Seyfi, S. (2020). A systematic scoping review of sustainable tourism indicators in relation to the sustainable development goals. Journal of Sustainable Tourism, 1-21. https://doi.org/10.1080/09669582.2020.1775621
Raybould, M., y Wilkins, H. (2006). Generic skills for hospitality management: A comparative study of management expectations and student perceptions. Journal of Hospitality and Tourism Management, 13(2), 177-188. https://doi.org/10.1375/jhtm.13.2.177
Singh, A., y Jaykumar, P. (2019). On The Road to Consensus: Key Soft Skills Required for Youth Employment in The Service Sector. Worldwide Hospitality and Tourism Themes, 11(1), 10- 24. https://doi.org/10.1108/WHATT-10-2018-0066
Sisson, L.G., MM RD y Adams, A.R. MBA (2013). Essential Hospitality Management Competencies: The Importance of Soft Skills. Journal of Hospitality & Tourism Education, 25(3), 131-145. https://doi.org/10.1080/10963758.2013.826975.
Stevens, M. A., y Campion, M. J. (1994). The knowledge, skill, and ability requirements for teamwork: Implications for human resource management. Journal of Management, 20(2), 503–530. https://doi.org/10.1177/014920639402000210
Stevens, M. A., y Campion, M. J. (1999). Staffing work teams: Development and validation of a selection test for teamwork settings. Journal of Management, 25(2), 207–228. https://doi.org/10.1177/014920639902500205
Streimikiene, D., Svagzdiene, B., Jasinskas, E., y Simanavicius, A. (2021). Sustainable tourism development and competitiveness: The systematic literature review. Sustainable Development, 29, 259-271. https://doi.org/10.1002/sd.2133
Succi, C. (2019). Are you ready to find a job? Ranking of a list of soft skills to enhance graduates’ employability’, International Journal of Human Resources Development and Management, 19(3), 281–297. https://doi.org/10.1504/IJHRDM.2019.100638
Suder, M., Duda, J., Kusa, R. y Mora-Cruz, A. (2022). At the crossroad of digital and tourism entrepreneurship: mediating effect of digitalization in hospitality industry. European Journal of Innovation Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/EJIM-08-2022-0422
Talwar, S., Kaur, P., Nunkoo, R., y Dhir, A. (2022). Digitalization and sustainability: virtual reality tourism in a post pandemic world. Journal of Sustainable Tourism, 1-28. https://doi.org/10.1080/09669582.2022.2029870
Tanković, A.C., Kapeš, J. y Kraljić, V. (2021). Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees. Tourism in Southern and Eastern Europe, 6, 167-185. https://doi.org/10.20867/tosee.06.12
Tesone, D. V., y Ricci, P. (2005). Attributes of entry-level employees: Hospitality and tourism managers seeking more than knowledge and skills. Journal of Applied Management and Entrepreneurship, 10(2), 3–12.
Tesone, D. V., y Ricci, P. (2006). Toward a definition of entry- level job competencies: Hospitality manager perspectives. International Journal of Hospitality and Tourism Administration, 7(4), 65-80. https://doi.org/10.1300/J149v07n04_04
Testa, M.R. y Sipe, L. (2012). Service-leadership competencies for hospitality and tourism management. International Journal of Hospitality Management, 31, 648-658. https://doi.org/10.1016/j.ijhm.2011.08.009
Weber, M.R., Crawford, A., Lee, J., y Dennison, D. (2013). An exploratory analysis of soft skill competencies needed for the hospitality industry. Journal of Human Resources in Hospitality y Tourism, 12(4), 313–332. https://doi.org/10.1080/15332845.2013.790245
Weber, M.R., Lee, J.J. y Crawford, A. (2019). A suggested best practices for enhancing performance of soft skills with entry-level hospitality managers. Anatolia: An International Journal of Tourism and Hospitality Research, 31(1), 76–87. https://doi.org/10.1080/13032917.2019.1703770
Wesley, S.C., Jackson, V.P. and Lee, M. (2017). The perceived importance of core soft skills between retailing and tourism management students, faculty and businesses. Employee Relations, 39(1), 79–99. https://doi.org/10.1108/ER-03-2016-0051
Whitelaw, P. A., Barron, P., Buultjens, J., Cairncross, G., y Davidson, M. (2009). Training needs of the hospitality industry (Technical Report). Gold Coast, Queensland, Australia: CRC for Sustainable Tourism Pty Ltd.
Youssef, F. (2017). The Role of Faculties of Tourism and Hotel Management in Developing the Etiquette and Communication Skills for Students within the Educational Community. International Journal of Heritage, Tourism and Hospitality, 11(3), 87–102. https://doi.org/10.21608/ijhth.2017.30223
Zehrer, A. y Mössenlechner, C. (2009). Key competencies of tourism graduates: The employers' point of view. Journal of Teaching in Travel & Tourism, 9 (3-4), 266–287. https://doi.org/10.1080/15313220903445215
Descargas
Estadísticas
Publicado
Cómo citar
Número
Sección
Licencia
Derechos de autor 2024 Rosario Andreu, Laura Rienda, Lorena Ruiz Fernández
![Creative Commons License](http://i.creativecommons.org/l/by-nc-sa/4.0/88x31.png)
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.