Key Skills in Tourism Business Notes PDF

Key Skills in Tourism Business Notes 1.1 Skills Emotional intelligence - a set of skills that a person has to identify and deal with their own emotions and those of others and know how to manage them. Challenges as future tourism professionals where emotio...

Key Skills in Tourism Business Notes 1.1 Skills Emotional intelligence - a set of skills that a person has to identify and deal with their own emotions and those of others and know how to manage them. Challenges as future tourism professionals where emotional intelligence is key: ➔​ Managing stress and high workloads ➔​ Resolving conflicts and complaints ➔​ Building strong and engaged customer relationships ➔​ Adapting to rapid industry changes Capacity, ability, and competence Capacities - conditions, qualities, and attitudes of a person that allow someone to develop some function. An example in tourism: Being able to learn different languages. Abilities - capacities of a person to develop tasks and functions. An example in tourism: Speak and understand multiple languages well enough to hold conversations. Competences - characteristics of a person that allow them to perform tasks or functions correctly and easily An example in tourism: Fluency in Multiple Languages so I can handle complex customer interactions. Hard skills and Soft skills ➔​ Hard skills are job-related competencies and abilities that are necessary to complete work. ➔​ Soft skills are personal qualities and traits that impact how you work. Hard skills are often applicable to a certain career; soft skills are transferable to any type of job Hard Skills Soft Skills sector knowledge empathy  training flexibility languages sociability experience initiative planning creativity Initiative vs. Proactivity Initiative - It is an attitude that leads to taking the first step, facing the situations that arise. Proactivity - It's not just taking the initiative, but taking control, taking responsibility for making things happen, and deciding. Proactive Reactive -​ Look for alternatives -​ Expect instructions -​ They are responsible for their acts -​ Follow instructions -​ Enjoy risks and challenges -​ Responsibilities are not theirs -​ They have initiative -​ They do not consider taking risks Courtesy Rules that promote cordial treatment: ★​ Greet ★​ Identify yourself and use the name of the interlocutor. ★​ Help willingness. ★​ Smile and friendly treatment. Discretion - Reserve not to explain what is known or to keep a secret. Confidentiality - Defines the right to access certain information. Дискреция — не разъяснять, что является оригинальным, и не хранить тайну. Конфиденциальность — определяет право доступа к информации. Responsibility - It is the fulfillment of obligations. It is also implies decision-making and care when carrying out of the work. Flexibility - It is the ability to adapt to the different situations and needs of the company. Personal Image: ★​ Service attitude ★​ Kindness ★​ Hygiene Effectiveness - Achieve the expected result. Efficiency - Achieve the expected result with the minimum possible resources. Active listening ★​ Body language ★​ Listening cues ★​ Make eco ★​ Paraphrase ★​ Resume Assertiveness - Ability to clearly convey your point of view, feelings and thoughts, without attacking or letting yourself be attacked. Уверенность в себе — способность ясно излагать свою точку зрения, чувства и мысли, не нападая и не позволяя нападать на себя. -​ Put limits -​ Respect Resilience - Ability to solve and overcome problems and learn a lesson from the situationэто Cпособность человека или системы восстанавливаться после трудностей, стрессов или неудач, продолжая двигаться вперёд. По-русски этот термин можно перевести как устойчивость или жизнестойкость. Teamwork is a relationship based on trust, respect, and collaboration. Self-knowledge ★​ Be aware of your values, abilities, skills and competencies to know what you want to offer to society and communicate them consistently. ★​ Knowing how you are will be key to maintaining good self-confidence in your strengths and to control your limits. 1.2 Leadership Boss Leader Person with authority who manages other Lead or direct a team. Everyone recognizes people work. him as such. Not all bosses are leaders There are leaders who are not bosses Leader = guides, inspires, directs a team, everyone recognizes him as such. Characteristics : → accept mistakes, listen and learn → self-confidence, know strengths and weaknesses → motivated and motivate the team, lead by example Leadership = Leadership is a process of social influence, which maximizes the efforts of others, towards the achievement of objectives. Situational Leadership = adapt their style to the needs of their followers. Transformational Leadership = inspire and motivate followers to achieve a shared vision and higher goals 3 types of managerial roles are defined by Henry Mintzberg : Interpersonal Roles: interacting with others and building relationships ➔​ Figurehead ◆​ Leaders symbolize authority and tradition within the organization ➔​ Leader ◆​ Responsible for guiding, motivating, and managing their team members ➔​ Link ◆​ Connectors between different individuals or groups within the organization Information Roles: gathering, analyzing information and sharing it with the team, also communicating information to external stakeholders ➔​ Monitor ◆​ Stay informed about changes, trends, and developments that could impact their organization ➔​ Disseminator ◆​ Share information within their organization, ensuring that relevant data and insights are communicated to the right people ➔​ Spokesperson ◆​ Represent their organization to external stakeholders  Decisional Roles: making decisions and solving problems, negotiator, deciding where to allocate resources effectively ➔​ Entrepreneur ◆​ Leaders are innovative and willing to take calculated risks and encourage a culture of innovation ➔​ Disturbance Handler ◆​ Manage conflicts, make tough decisions, and ensure that disruptions do not hinder progress. ➔​ Resource Allocator ◆​ Prioritize and make decisions about where to invest resources for the greatest impact ➔​ Negotiator ◆​ Contract negotiations, labor disputes, or partnership agreements (internal & external) Leadership Obedience Autocratic Democratic Visionary types When Crisis or strict rules are fast decisions are Collaboration is Long-term change needed required key is needed Characterized orders and rules centralized authority Group Inspiring a clear by decision-making vision Pros Ensure discipline fast and decisive Builds trust and Inspires and engagement motivates Cons Limit creativity lower chances of Slow Relies heavily on innovation decision-making leader’s vision Situation Military or paperwork (strict Emergencies or crises Complex projects Startups or major where it’s good procedures) needing input change Situation Creative industries Team needing creativity Urgent or simple Immediate issues where it’s bad tasks Famous Military leaders Steve Jobs Nelson Mandela Elon Musk leaders Affiliative Imitative Enabler Team morale is lowTeam High-performance is essential Empowerment is required morale is low Harmony and relationships Leading by example Supporting and enabling others Boosts team morale Encourages excellence Promotes autonomy and growth Avoids tough decisions Can overwhelm teams Lacks direct control Conflict resolution High-stakes tasks Developing talent Performance-driven Low-skilled teams Crisis management situations Dalai Lama The mission = is about the present : the purpose of existence → why ? → what do we do ? → for who or what we do it ? The vision = is about the future : Its direction and short- and medium-term goals. → what do we want to achieve ? → how will we achieve it ? NO LEADERSHIP WITHOUT A VISION