Destination Development and
Institutionalization Strategies
In the OIC Member Countries
52
Leverage Mentorship and Training to Enhance Service Capabilities
Tourism employs people in subsectors including tour operators, travel agencies, transportation, and
accommodations that cover a wide range of positions that vary in skills and specializations. Sample
important job profile examples in the tourism value chain include193:
Table 7: Tourism Job Profile Examples
Job Title Certification or License
Requirement
Job Description
Travel agent Certification and License Promotes tourism destinations; plans and
organizes tour packages and provide travel
information and assistance
Tour operator Certification and License Plans and arranges tour packages; sells travel
products
Airline agent N/A Sales and customer service for airline tickets,
reservations, check-in, baggage
Pilot License Responsible for air transportation
House-keeping N/A Cleans and prepares rooms; laundry, inventory
and maintenance
Local guide Certification and License Plans excursion itineraries; arranges
transportation, leads groups and individuals
Excursion operator License Guides activities for specific services (i.e. scuba
diving, mountain climbing)
Source: DinarStandard Analysis; Fernandez and Gereffi (2011)
The list above includes a wide range of jobs with varying levels of technical and nontechnical skills. Success
in the tourism industry relies heavily on strong interpersonal skills. Several tourism jobs have direct
contact with tourists and are subject to stronger language and communication requirements, ethics, good
behavior, discipline, confidence, creativity and punctuality. International tourists also expected service
providers to speak the universal language of tourism, which is English.
In terms of management positions at tourism organizations, undergraduate degrees in hotel business
management, tourismmanagement and related fields are required in addition to appropriate training and
experience. Computer literacy is also required for most management level jobs. Technical skills required
for specific tourism jobs include culinary skills, wait services, room preparations etc. Most jobs in the
tourism industry require formal education or training at a technical school or university. 194
Because of job requirements, tourism industry standards in developed countries have pushed both public
and private stakeholders to create tourism training institutions, certification programs and training
programs or benchmarks. In Latin America, Brazil, Mexico, and Chile, national certifications of skills
systems have emerged across respective tourism industries. The recognition of certifications across
193 Christian, M., Fernandez-Stark, K., & Gereffi, G. (2011). The Tourism Global Value Chain: Economic Upgrading and Workforce
Development. In SKILLS FOR UPGRADING: Workforce Development and Global Value Chains in Developing Countries. Retrieved from
194 Mayaka, M. (1999) Assessing tourism industry training and education : the case of the tour operating sector in Kenya. Coursework
Master thesis, Victoria University of Technology.