Habilidades sociales en los empleados del sector turístico: un análisis de la situación actual y la necesidad de desarrollo futuro

Rosario Andreu; Laura Rienda; Lorena Ruiz Fernández

doi:10.14198/INTURI.25972

Autores/as

Rosario Andreu Universidad de Alicante, España https://orcid.org/0000-0003-1912-9181
Laura Rienda Universidad de Alicante, España https://orcid.org/0000-0002-1940-4035
Lorena Ruiz Fernández Universidad de Alicante, España https://orcid.org/0000-0001-8894-9701

DOI:

https://doi.org/10.14198/INTURI.25972

Palabras clave:

habilidades sociales, empleados, subsectores turísticos, desarrollo futuro, métodos de formación, Europa

Resumen

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.

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