THE TOURISM AND

HOSPITALITY PROFESSIONAL
Lovella V. Carillo
 EMPLOYMENT
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CLASSIFICATION OF TOURISM EMPLOYMENT:

1. DIRECT EMPLOYMENT: DEALS WITH THE DEMAND SIDE OF THE BUSINESS WHERE
EMPLOYEES HAVE TO FACE-TO-FACE CONTACT WITH THE TOURISTS.
EXAMPLES:
DESTINATION MANAGEMENT ORGANIZATIONS, TRAVEL AGENCIES, AIRLINES, CRUISE
SHIPS, HOTELS AND RESTAURANTS

2. INDIRECT EMPLOYMENT: WORKS WITH THE SUPPLY SIDE AND INCLUDES JOB WITH
INTERMEDIARIES SUCH AS RESTAURANT SUPPLIERS, CONTRACTORS, MARKETING
CONSULTANTS, HANDICRAFT PRODUCERS AND MANY OTHERS.
 SAMPLE CAREER CHOICES
SECTOR EXAMPLES OF CAREER CHOICES
BUSINESS SEGMENTS
ACCOMMODATIONS HOTEL, MOTEL, BNB, RESORT, VILLA FRONT DESK, RESERVATION, GROUP
AND PENSION HOUSE SALES, CATERING, CONCIERGE, F&B

TRANSPORTATION AIRLINE, AIRPORT, CAR RENTALS, RESERVATIONS, TICKETING, FLIGHT

MOTORCOACH, CRUISE, FERRY, RAIL, CREW, GROUND CREW
BUS

TRAVEL TRADE TRAVEL AGENCY, TOUR OPERATIONS TOUR GUIDE, TRAVEL AGENCY OWNER
AND TOUR GUIDING

MICE AND SPECIAL EVENTS MEETINGS, INCENTIVES, EVENT ORGANIZER, CONVENTION

CONVENTIONS AND EXHIBITIONS, SALES, SPONSORSHIP SALES, TOUR
SPORTS EVENTS INCENTVES
 DIVERSITY IN THE WORKPLACE
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Put very simply, diversity in the workplace

means that a company hires a wide range of
diverse individuals. Diversity is often
misconceived as solely multicultural matters,
however it also applies to diversity of gender,
race, ethnicity, age, sexuality, language,
educational, background, and so on.
 LAYERS OF CULTURE

INTERNAL DIMENSIONS: THE DEMOGRAPHIC INFORMATION SUCH AS AGE, GENDER, ETHNICITY,

SEXUAL ORIENTATION AND RACE AND GEOGRAPHIC LOCATIONS
EXTERNAL DIMENSIONS: INCLUDE A PERSON’S APPERANCE, WORK EXPERIENCE, EDUCATIONAL
BACKGROUND, RECREATIONAL HABITS, PERSONAL HABITS, INCOME, MARITAL STATUS,
PARENTAL STATUS AND PHYSICAL ABILITY
ORGANIZATIONAL DIMENSIONS: INVOLVE THE JJOB, POSITION, MANAGEMENT STATUS, UNION
AFFILIATION, WORK LOCATION, SENIORITY, DIVISION/DEPARTMENT/UNIT/GROUP, WORK
CONTENT AND FUNCTIONAL LEVEL

Note: it is crucial for organization to manage, not only the differences in culture and sub-culture but
ensure that Corporate Culture becomes the norm.
21ST CENTURY SKILLS ARE THE TWELVE ABILITIES THAT TODAY’S
STUDENTS NEED TO SUCCEED IN THEIR CAREERS DURING THE
INFORMATION AGE. THE TWELVE 21ST CENTURY SKILLS ARE:

 Critical thinking  Technology literacy

 Creativity  Flexibility
 Collaboration  Leadership
 Communication  Initiative
 Information literacy  Productivity
 Media literacy  Social skills
Each 21st Century skill is broken into one of
three categories:

1. Learning skills
2. Literacy skills
3. Life skills
EMPLOYABILITY SKILLS
21ST CENTURY SKILLS
Learning skills (the four C’s) teaches students about the mental processes required
to adapt and improve upon a modern work environment.

Literacy skills (IMT) focuses on how students can discern facts, publishing outlets,
and the technology behind them. There’s a strong focus on determining
trustworthy sources and factual information to separate it from the misinformation
that floods the Internet.

Life skills (FLIPS) take a look at intangible elements of a student’s everyday life.
These intangibles focus on both personal and professional qualities.
THE LEARNING SKILLS
(THE 4 CS)
Arguably, In business settings, CRITICAL THINKING is essential to improvement. It’s the
mechanism that weeds out problems and replaces them with fruitful endeavors. It’s what
helps students figure stuff out for themselves when they don’t have a teacher at their
disposal.

CREATIVITY is equally important as a means of adaptation. This skill empowers students

to see concepts in a different light, which leads to innovation. In any field, innovation is key
to the adaptability and overall success of a company. Learning creativity as a skill requires
someone to understand that “the way things have always been done” may have been best
10 years ago — but someday, that has to change.
COLLABORATION means getting students to work together,
achieve compromises, and get the best possible results from
solving a problem. Collaboration may be the most difficult
concept in the four C’s. But once it’s mastered, it can bring
companies back from the brink of bankruptcy. The key element of
collaboration is willingness. All participants have to be willing to
sacrifice parts of their own ideas and adopt others to get results
for the company. That means understanding the idea of a
“greater good,” which in this case tends to be company-wide
success.
COMMUNICATION is the glue that brings all of these educational qualities
together. Communication is a requirement for any company to maintain
profitability. It’s crucial for students to learn how to effectively convey ideas
among different personality types. That has the potential to eliminate confusion
in a workplace, which makes your students valuable parts of their teams,
departments, and companies. Effective communication is also one of the most
underrated soft skills. For many, it’s viewed as a “given,” and some companies
may even take good communication for granted. But when employees
communicate poorly, whole projects fall apart. No one can clearly see the
objectives they want to achieve. No one can take responsibility because nobody’s
claimed it. Without understanding proper communication, students in the 21st
Century will lack a pivotal skill to progress their careers.
LITERACY SKILLS
(IMT)
They’re sometimes called IMT skills, and they’re each concerned
with a different element in digital comprehension.

 Information literacy: Understanding facts, figures, statistics, and

data
 Media literacy: Understanding the methods and outlets in which
information is published
 Technology literacy: Understanding the machines that make the
Information Age possible
INFORMATION LITERACY is the foundational skill. It
helps students understand facts, especially data points,
that they’ll encounter online. More importantly, it
teaches them how to separate fact from fiction. In an age
of chronic misinformation, finding truth online has
become a job all on its own. It’s crucial that students can
identify honesty on their own. Otherwise, they can fall
prey to myths, misconceptions, and outright lies
MEDIA LITERACY is the practice of identifying publishing
methods, outlets, and sources while distinguishing between the
ones that are credible and the ones that aren’t. Just like the
previous skill, media literacy is helpful for finding truth in a world
that’s saturated with information. This is how students find
trustworthy sources of information in their lives. Without it,
anything that looks credible becomes credible. But with it, they
can learn which media outlets or formats to ignore. They also
learn which ones to embrace, which is equally important.
 TECHNOLOGY LITERACY goes another step further to teach students
about the machines involved in the Information Age. As computers, cloud
programming, and mobile devices become more important to the world, the
world needs more people to understand those concepts. Technology literacy
gives students the basic information they need to understand what gadgets
perform what tasks and why. This understanding removes the intimidating
feeling that technology tends to have. After all, if you don’t understand how
technology works, it might as well be magic. But technology literacy
unmasks the high-powered tools that run today’s world. As a result, students
can adapt to the world more effectively. They can play an important role in
its evolution. They might even guide its future.
LIFE SKILLS (FLIPS)
 LIFE SKILLS
(FLIPS)
These skills all pertain to someone’s personal life, but they also blend into
professional settings.

 Flexibility: Deviating from plans as needed

 Leadership: Motivating a team to accomplish a goal
 Initiative: Starting projects, strategies, and plans on one’s own
 Productivity: Maintaining efficiency in an age of distractions
 Social skills: Meeting and networking with others for mutual benefit
FLEXIBILITY is the expression of someone’s ability to adapt to changing
circumstances. This is one of the most challenging qualities to learn for
students because it’s based on two uncomfortable ideas. Your way isn’t
always the best way. You have to know and admit when you’re wrong. That’s
a struggle for a lot of students, especially in an age when you can know any
bit of information at the drop of a hat. Flexibility requires them to show
humility and accept that they’ll always have a lot to learn — even when
they’re experienced. Still, flexibility is crucial to a student’s long-term
success in a career. Knowing when to change, how to change, and how to
react to change is a skill that’ll pay dividends for someone’s entire life.
LEADERSHIP is someone’s penchant for setting goals, walking a team through the
steps required, and achieving those goals collaboratively. Whether someone’s a
seasoned entrepreneur or a fresh hire just starting their careers, leadership applies
to career. Entry-level workers need leadership skills for several reasons. The most
important is that it helps them understand the decisions that managers and
business leaders make. Then, those entry-level employees can apply their
leadership skills when they’re promoted to middle management (or the equivalent).
This is where 21st Century skill learners can apply the previous skills they’ve
learned. It’s also where they get the real-world experience they need to lead entire
companies. As they lead individual departments, they can learn the ins and outs of
their specific careers. That gives ambitious students the expertise they need to
grow professionally and lead whole corporations.
True success also requires INITIATIVE, requiring students to be self-starters.
Initiative only comes naturally to a handful of people. As a result, students need
to learn it to fully succeed. This is one of the hardest skills to learn and practice.
Initiative often means working on projects outside of regular working hours. The
rewards for students with extreme initiative vary from person to person.
Sometimes they’re good grades. Other times they’re new business ventures.
Sometimes, it’s spending an extra 30 minutes at their jobs wrapping something
up before the weekend. Regardless, initiative is an attribute that earns rewards.
It’s especially indicative of someone’s character in terms of work ethic and
professional progress. That goes double when initiative is practiced with
qualities like flexibility and leadership.
Along with initiative, 21st Century skills require students to learn
about PRODUCTIVITY. That’s a student’s ability to complete
work in an appropriate amount of time. In business terms, it’s
called “efficiency.” The common goal of any professional — from
entry-level employee to CEO — is to get more done in less time.
By understanding productivity strategies at every level, students
discover the ways in which they work best while gaining an
appreciation for how others work as well. That equips them with
the practical means to carry out the ideas they determine
through flexibility, leadership, and initiative.
SOCIAL SKILLS are crucial to the ongoing success of a professional.
Business is frequently done through the connections one person makes with
others around them. This concept of networking is more active in some
industries than others, but proper social skills are excellent tools for forging
long-lasting relationships. While these may have been implied in past
generations, the rise of social media and instant communications have
changed the nature of human interaction. As a result, today’s students
possess a wide range of social skills. Some are more socially adept than
others. Some are far behind their peers. And some lucky few may be far
ahead, as socializing comes naturally to them. But most students need a
crash course in social skills at least. Etiquette, manners, politeness, and
small talk still play major roles in today’s world.
 10 ETHICAL PRINCIPLES FOR HOSPITALITY
MANAGERS
#1 Honesty: People around the world appreciate honesty and to become a successful hospitality
manager, you have to be honest and truthful in all your dealings. Do not deceive or mislead your
visitors with false representations of the actual happenings. Visitors appreciate truthful representation
of the cost of accommodation without any hidden charges.
#2 Integrity: A good hospitality manager must demonstrate integrity in everything they do. They have
to be courageous enough to stand their ground even if there is pressure to do otherwise. They have to
be led by their own conviction to do the right thing always.
#3 Trustworthy: To be in the hospitality industry means that people trust you with their life and
property. Hospitality managers must therefore not destroy the trust that visitors seeking
accommodation bestow on them. In case they go wrong, a good manager will not give excuses to
justify their behavior instead they will apologize and give a commitment to correct the mistake; the
only way to bestow the broken trust.
 10 ETHICAL PRINCIPLES FOR HOSPITALITY
MANAGERS
#4 Loyalty: A loyal manager in the hospitality industry will demonstrate loyalty to themselves, their
company and visitors through devotion to work. A good manager will avoid conflict and in case of any,
they will resolve it amicably. They will not disclose any confidential information in their possession and
have respect for the work they do.
#5 Fairness: A good hospitality manager is fair and diligent in all their undertakings. They rarely have
conflicts of interest and do not abuse the powers bestowed on them. They treat everyone working
under them equally, and treat their visitors equally too. They are usually open-minded and tolerant.
They easily accept and appreciate diversity knowing well that people have from different
backgrounds.
#6 Respect: Respect is the golden rule that these managers go by. They are concerned, respectful,
kind and compassionate. They are sensitive enough to know when and how to speak and when not to
speak. They always have respect for people’s opinions, especially those who have a stake in the
decision-making process.
 10 ETHICAL PRINCIPLES FOR HOSPITALITY
MANAGERS
#7 Commitment: A good manager is always committed to excellence at all times. They pursue
excellence like their life depends on it and are usually willing to put in more effort in their job as that is
where they derive their satisfaction.
#8 Leadership: A good manager must walk the talk and lead the rest by example. They are usually
aware of the responsibility that rests on their shoulders and therefore do their best to achieve all the
goals that come with the position.
#9 Good reputation: A good manager often seeks to build, protect and maintain the image and
reputation of the company. They do this by engaging in conduct that bring him respect and builds the
morale of other workers. They always take responsibility for their actions and try to prevent
misconduct at all costs.
#10 Accountability: Above all else, a good manager in the hospitality industry is usually accountable
for their decisions and behaviors as well as those of their subordinates.