Developing Skills for the Customer Journey.

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1 Developing Skills for the Customer Journey.

2 Skills Development Scotland SDS is the national skills body supporting people and businesses to develop and apply their skills. Formed in 2008, we re a non-departmental public body bringing together careers, skills, training and funding services. We work in partnership to: enable people to reach their potential make skills work for employers improve the skills and learning system. Preparing Scotland's workforce to maximise opportunities in today's global economy.

3 Employer & economy demand Gathering intelligence on the skills demands of employers: Partner insight Working with employers & representative bodies Skills Alert on ourskillsforce.co.uk Skills Pulse Surveys Articulating & prioritising skills development needs in sectors & regions: Skills Investment Plans Regional Skills Assessments Regional Investment Plans

4 Supporting employers Working with national and local partners to invest in employers: Modern Apprenticeship programme Employer Engagement Team Employer Recruitment Incentives Flexible Training Opportunities Low Carbon Skills Fund

5 Tourism Scotland 2020 Tourism Skills Group Tourism Skills Investment Plan (TSIP) Created by Skills Development Scotland in partnership with the Scottish Tourism Alliance and Tourism Skills Group. Supports the growth strategy for Scotland s tourism sector. Identifies key skills priorities and corresponding actions the tourism sector must address to achieve its potential.

6 Tourism Scotland 2020 Tourism Skills Group Tourism Skills Priorities 1. Improving management, leadership and enterprise in the sector. 2. Ensuring staff have the skills to deliver a high quality visitor experience. 3. Raising the attractiveness of the sector to new entrants. 4. Ensuring appropriate and high quality training is available to the sector.

7 Workshop agenda Identify the key stages on the customer journey Discuss the key skills required Improving Skills What support can you access?

8 Skills! Where do you start? Let s test your skills. Think of a number from 1-10 Multiply it by 9 Add the two numbers in the answer together. Take away 5 Equate your answer to a letter e.g 3 + C Think of a country beginning with that letter. Think of an animal beginning with he last letter of the country s name Think of a fruit beginning with the last letter of the animal s name

9 Customer Journey Dream Plan Book Depart Arrive, Transport Experience in destination Return Home Share

10 The Skills we Need. As an employer the skills I am looking for are good communication, the ability to problem solve, a willingness to learn, adaptability and being able to get to work on time every day with a smile on your face. Patricia Rainey, Cluster Director of HR at Marriott Hotels

11 Skills required Key themes Be human, not corporate Be a story instigator Authenticity!! ICT skills utilise technology appropriately Improving the visitor experience, WOW factor Understand your customers, marketing skills Management (solving problems) Leadership (identifying problems worth solving) Disability Awareness, Accessible Tourism Technical Skills Food production, food service, housekeeping, Recruitment and selection, getting the right people and keeping them

12 Improving Skills Some thoughts Further/Higher Education programmes Specific Training programmes eg World Host, Glasgow Welcomes Modern Apprenticeships Tourism Intelligence Scotland Conferences/ Workshops Scottish Tourism Alliance, Visit Scotland, Tourism partnerships Professional Bodies e.g. IOH, BII, ASVA Springboard Improving the appeal of the sector Hospitality Industry Trust Scotland (HIT) On-Line training Accessibility Tool, Flow Training Scottish Enterprise, HIE Management and Leadership programmes, Digital Tourism Local Authority Investors in People Business Gateway

13 Our Skillsforce brings skills support to one place The support right for your business: Helping you recruit and develop Local and national funding Modern Apprenticeships Attract new talent with placements and incentives Planning ahead Skills planning and HR support Spotlight on industry, dedicated to your sector

14 Our Skillsforce - working with partners We bring together the support available across a broad range of public sector partners: Skills development Scotland Scottish Enterprise / Highlands and Islands Enterprise Job Centre Plus Business Gateway Support provided by your local authority

15 We are listening to what employers want.. The right information for your area and sector Local Pages What skills support is available in your area Industry Hubs Information and skills advice to support growth in your sector

16 How our service works.. locally Help to recruit and develop employees in your local authority area One page for all the national and local support for your business Who to contact and how

17 Our Skillsforce can help.. Funding and support Local and national funding Modern Apprenticeships Attract new talent Planning Skills planning Spotlight on industry, sector support Skills support request

18 Skills support request for employers A straightforward way for you to tell us about the skills challenges you face, so we can offer: Support via our dedicated Employer Engagement team A personal response within one working day A free service

19 Finding out more Visit Get dedicated support by completing a skills support request Get in touch:

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