Decent Work Conditions in Tourism

In this self-paced course, tourism professionals in management positions will learn to develop decent work conditions.  

Who is this course for? 

The course is intended for tourism professionals in management positions, and anyone interested in the topic.

What will you learn?

• You will learn why decent work matters for your tourism business 
• You will learn about the dimensions of decent work 
• You will learn to evaluate your tourism business in order to improve your work environment
• You will learn about mechanisms to make your business more appealing to staff 
• You will learn about how to improve communication channels in your business

Keywords: Sustainability, tourism, management, decent work, employment, work conditions

What Is Decent Work

Lesson 1: What does decent work mean?

We all want to have a good job, with a fair income, a safe working environment and without discrimination. We want to be respected and to feel that our work is valued. We want to have the chance to improve our knowledge and skills. In other words — we all want decent working conditions.

Description

Decent work…

It’s about dignity. 

It’s about equality.

Equals the same.

I know – insane.

It’s about US,

ALL of us.

What’s the fuss?

Decent work is HUMAN rights!

It’s dark in here, turn on the lights!

How come she’s always working nights?

We shouldn’t have to strike for our rights.

We only want decent work for all of us!

So hey… what’s the fuss?

Equal pay for equal day.

Two words is all we need to say.

Not too many words gonna just blow away.

We need action,

satisfaction 

for ALL of us.

Seriously — what’s the fuss?

Decent work conditions.

It’s not all about the old TRADITIONS.

Women working free at home?

Working their fingers to the bone?!

Equal pay

for equal day.

That’s the fair way.

That’s the new dawn!

Come along, this is our song.

Equality for all of us.

Are you gonna make a fuss?

This train is leaving the station.

Get onboard our PROCLAMATION!

Dignity,

Equality.

That’s only “fair-ity”.

Equal rights for women AND men

Decent conditions for ALL… AMEN.

The sun is rising, the day is bright.

Our cause is just, our cause is right!

It’s about decent work for all of us!

Come on! Get on the bus!

Decent work sums up the aspirations of people in their working lives. It involves opportunities for work that is productive and delivers a fair income, security in the workplace and social protection for families, better prospects for personal development and social integration, freedom for people to express their concerns, organise and participate in the decisions that affect their lives and equality of opportunity and treatment for all women and men; International Labour Organization (ILO)

Decent work is a human right

Decent work is not just a dream nor an ideal that depends on the generosity of an employer. It is a human right. It is your right. It is her right. It is his right. 

It is also included in the United Nations Universal Declaration of Human Rights — Article 23:

Everyone has the right to work, to free choice of employment, to just and favourable conditions of work and to protection against unemployment.

Everyone, without any discrimination, has the right to equal pay for equal work.

Everyone who works has the right to just and favourable remuneration ensuring for themselves and their family an existence worthy of human dignity, and supplemented, if necessary, by other means of social protection.

Everyone has the right to form and to join trade unions for the protection of their interests.

And what is more — decent work is also part of the 17 Sustainable Development Goals (SDG) created by the United Nations. Goal No. 8 refers to ‘Decent Work and Economic Growth’. 

You can tell your friends and colleagues that decent work is a human right. Even more than that — it is a global need. It is also something you can concretely work on in your tourism business.

Lesson 2: Why decent work matters for your business

“Decent work is at the heart of the search for dignity for the individual, stability for the family and peace in the community.” Juan Somavía, former Director-General of the ILO

Reality is different? Do something about it.

You might think: “Nice phrases, wonderful ideals. But reality is different.”

What can the tourism industry do? What can you do?

What is it like at your workplace?

Think about some of these questions and choose the answer based on your own situation

How are the working conditions in your workplace?

• Good
• Okay
• Needs improvement
• Bad

How is the income situation?

• Very good
• Good
• Just right
• Not enough

Do you feel safe in your workplace?

• Yes
• Not always
• No

What are your chances for personal development?

• I am given opportunities to learn and improve
• I have to struggle to upgrade my skills and knowledge
• I don’t have any possibilities to improve my knowledge

Can you express your concerns about problems and difficulties?

• Yes
• Yes, but with difficulty
• Not at all

There are a lot of issues related to decent work. A short self-reflection always helps to recognise the various problems. It is also the first step on the way to a solution.

Decent work is a win-win situation because it…

For the Employees

• Improves the well-being of the people
• Strengthens the connection and cooperation among the people
• Encourages people to give their best

For the Business

• Attracts and retains talented employees
• Boosts your companies’ reputation in the business community
• Leads to improved customer satisfaction
• Helps increase productivity
• Supports business growth

Lesson 3: Dos and Don’ts of decent work

Dos and Don’ts — visible to all 

So far we have seen that decent work is closely linked with basic human rights. But it is also necessary to have your own rules and regulations.

Here are some general Dos and Don’ts for the workplace, mainly based on common sense. However, they may not be clear to everyone, so it’s a good idea to formulate a list, together with your team and ensure that it is visible to all.

Dos

• Be respectful and friendly towards others, regardless of whether you like them or not
• Keep your voice at an acceptable level. Shouting is always counterproductive
• Offer your support wherever you can help and assist
• Dress and interact according to your local business culture
• Establish and follow an email etiquette and rules regarding the use of  mobile phones

Don’ts

• Don’t engage in gossip about other colleagues
• Never get involved in any banter or jokes with sexual or racial overtones
• Be modest and don’t show off
• Don’t try to court favour with your boss or supervisors. Always do your job to the best possible
• Never assume that something is common practice in conversations you might have or actions you might take.

Bullying and harassment not only harm the person — they also affect the business.  

Lesson 1: Women and men – together we are strong

Decent work is about equality. But what is the reality?

What do you think?

What percentage of people employed in tourism worldwide are women?

• up to 40%
• up to 50 %
• up to 60 %
• up to 70 %

According to the Global Report on Women in Tourism (Second Edition), published by the World Tourism Organization (UNWTO) in 2019, 54% of the people employed in tourism are women.

What percentage of people employed in tourism in Africa are women?

• up to 40%
• up to 50 %
• up to 60 %
• up to 70 %

This is an impressive number! But there are big differences between various African countries, as this map shows:

It is also important to look at the areas of direct employment. Most women work either as individuals, in partnership with their spouses or collectively with other women in low-skilled jobs. Only 29% of senior management positions in private transportation, logistics and the tourism sector in Africa are held by women, while only 17% of board positions are women.

The reasons for that are many:

• Cultural biases
• Anti-social working hours
• Negative societal perception of tourism work
• Work-life balance
• Lack of mentors or role models

Improve gender balance

So what can you do for more gender balance? Here are some suggestions:

Front of card

Take measures against gender pay gaps

Female and male staff in the same position should be equally paid.

Challenge gender stereotypes in your team

Encourage female staff to take on male dominated jobs such as drivers, nature guides, managers or others.

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Encourage female staff to improve their skills and knowledge

There are now many online ways to improve skills and knowledge. You need to make your staff aware of them.

Work towards gender balance in senior management

It is great to have a gender-diverse management team at senior levels — look at the inspiring examples in African politics and businesses.

Address and combat any form of sexual harassment

Take this issue seriously and develop a grievance mechanism. We deal with this later on.

Further information and practical application tips on this topic can be found in the course “Women’s Rights and Gender Equality in Tourism”

Lesson 2: Decent work is about dignity

Worthiness

Regardless of my actions, as a human being, I have an unconditional value.

Esteem

As a human being I am highly regarded.

Respect

I like to be treated the same way as others want to be treated.

Honour

I want to be appreciated for what I am doing.

Value

All my work and efforts have value. I have value.

Stateliness

In a way, we are all kings and queens.

All human beings are born free and equal in dignity and rights. They are endowed with reason and conscience and should act towards one another in a spirit of brotherhood. United Nations Universal Declaration of Human Rights, Article 1

A spirit of brotherhood and sisterhood

You might wonder about the last word “brotherhood”. Well, it was written in 1948, mostly by males. Of course, Article 1 addresses both women and men. So let us update the last sentence to read “a spirit of brotherhood and sisterhood”. Sounds much nicer, right?

 

Lesson 3: Give people a chance

The encouraging side of the tourism industry is that it creates all kinds of jobs. It provides job opportunities for: 

• A person entering the labour market for the first time
• Someone having difficulties in finding a job elsewhere
• A low-skilled worker
• Someone with little qualification
• An unemployed youth
• A woman with family responsibilities who can take only part-time jobs.

Support locals 

Whenever possible, find ways to integrate local youth into your workforce as well as older, lower-skilled workers.

It definitely benefits the economy.  This can be:

• Directly by employing locals or purchasing local equipment, or 
• Indirectly if spent in another local business.

Employing locals creates a win-win-situation for the local economy.  

Local populations should be associated with tourism activities and share equitably in the economic, social and cultural benefits they generate, and particularly in the creation of direct and indirect jobs resulting from them. UNWTO, Global Code of Ethics for Tourism 1999, Art. 5.

Decent Work Is About Fairness, Atmosphere and Learning

Lesson 1: What does ‘fair’ mean?

What does ‘fair’ mean exactly?

We talk about Fair Tourism, Fair Trade, Fair Business Practices, etc. But what does ‘fair’ mean exactly? It is a somewhat vague term because it is always in relation to something or someone. In fact, it is somewhat easier to say what is unfair than what is fair. An example: 

Is that fair?

Emily works as marketing manager in a local four-star hotel — her friend Jane works in the same position for an international IT company. But Jane earns 20% more than Emily although their qualifications are the same and their work is quite similar.

Is that fair? What can Emily do?

Action 1: Demand a salary increase

She can ask for an increase, but her employer might not be able to pay more due to his financial situation.

Action 2: Compare her salary with colleagues in the same position from other hotels

She can compare with colleagues in the same industry. This helps to get an idea of the correct pay.

Action 3: Change her job

If she really wants to earn more in the same position, she may need to change industries.

Action 4: Accept it as it is

She accepts her current income because of other factors which are also important for her. For example, the hotel is close to her home, the boss is friendly and the team atmosphere is nice.

Summary

There is never a clear answer. In many countries, tourism is one of the sectors with the lowest wage levels. It is therefore a question of finding an individual solution within the company.

How to determine a fair salary?

Unequal pay between men and women is a serious issue worldwide. According to the UNWTO Global Report on Women in Tourism 2019 (Second Edition, p 9), women in tourism earn on average 14.7% less than their male counterparts. The solution is simple — pay the same amount for the same work.

The best way is to discuss general wage agreements between employer and employee representatives, with clear criteria and a high degree of transparency.  What criteria should you consider?

Think about three criteria before you turn over the flashcards.

• Official minimum wages
• Wage agreements between employers and unions
• Average income in the tourism sector

The salary should also meet some criteria. The salary should:

1. Be based on the level of skills, experience and responsibility
2. Allow a decent standard of living
3. Take into account social and cultural aspects
4. Aim for a long-term working relationship

Lesson 2: Spotlight working conditions

Working conditions cover a broad range of topics and issues, from working time (hours of work, rest periods, and work schedules) to remuneration, as well as the physical conditions and mental demands that exist in the workplace.

International Labour Organisation (ILO)

The working time

According to an ILO study, in Tanzania more than one third of employees in the tourism sector work more than 50 hours per week. In Mozambique, it is 68% of employees. (ILO, Toolkit on poverty reduction through tourism in rural areas, 2013, p. 10).

Working time in the hospitality sector is a hot topic because the jobs are so diverse. In restaurants and hotels, staff have shift duties, while drivers and guides often work from early morning to late evening. And tourism in most countries is seasonal so there are extremely busy times and then periods when one has nothing to do. 9 to 5 jobs are definitely not the standard.

Recommendations

For employees of hotels and restaurants, the ILO has the following concrete recommendations:

• Working hours and overtime work should be properly calculated and recorded.
• When possible, split shifts should be progressively eliminated, preferably through collective bargaining.
• The number and length of meal breaks should be determined in relation to the customs and traditions of each country or area.
• The workers should be entitled to a weekly rest period of not less than 36 hours.
• The workers concerned should be entitled to an average daily rest period of 10 consecutive hours.
• Paid annual holidays should be not less than four weeks.

ILO, Working Conditions (Hotels and Restaurants) Recommendation, 1991 (No. 179)

Lesson 3: Spotlight working environment

Workplaces vary a lot in tourism. There is a big difference between working in the office of a tour operator, at the hotel reception, in a restaurant kitchen or as a tour guide. But, no matter what you do, the working environment will affect your wellbeing:

• A proper working environment will make you feel good and happy at your work.
• Poor conditions can affect your motivation. It can even damage your health and put your safety at risk.

Physical aspects

Work Tools

Should be safe and well maintained — be it a car, a computer or a kitchen stove.

Air

Proper ventilation systems

Lighting

Neither too bright nor too dark, Lighting should be adjusted to the workspace.

Noise Level

Noise can create stress. Try to have a quiet or natural atmosphere.

Temperature

Neither too cold nor too hot. Evidence suggests that the optimal temperature should be around 22°C.

Psychological aspects

There are also psychological aspects like workflow organisation and wellbeing at work. Here are seven recommendations: 

1. Motivate others
Don’t be egoistic and act as though your knowledge and skills are hidden treasures.

2. Show gratitude
It is not difficult to smile and say thank you.

3. Spread happiness
For some, complaining is a way of life. Avoid complaining.

4. Celebrate occasions — birthdays, anniversaries, wins
Everyone wants to be a celebrity, even for a few moments.

5. Encourage positive thinking
Is your glass half-empty or half-full? Avoid negative self-talk to reduce stress.

6. Friendly response to opposing opinions
Disagree with grace, try to stay neutral, let your counterpart talk, look for common ground and avoid the word ‘but’.

7. Encourage fun
In our hearts, we are still children, right?

Lesson 4: Fair play with partners

Everyone wants to be treated fairly

We like to see fair play in sports but it should also exist in our work with business partners. No one wants to feel disadvantaged or even cheated, not as a tourist, office staff, or restaurant owner. 

There are different partners you work with in your tourism business — drivers and guides, restaurants, souvenir shops and other service providers. It definitely helps your business if you have a good relationship with them and work out fair conditions.

Fair Trade Tourism

These fair conditions are observed by Fair Trade Tourism, an organisation representing responsible tourism in Africa. Founded in 2003, Fair Trade Tourism raises awareness about responsible tourism, assists tourism businesses to operate more sustainably and facilitates the Fair Trade Tourism certification and membership programs.

Principles of Fair Trade Tourism

Their six principles of Fair Trade Tourism are a good way to develop fair business relationships with customers and partners:

Fair share

All participants involved in a tourism activity should get their fair share of the income, in direct proportion to their contribution to the activity.

Fair say

All participants involved in a tourism activity should have the right and opportunity to participate in decisions that concern them.

Respect

Both host and visitor should have respect for human rights, culture and environment.

Reliability

The services delivered to tourists should be reliable and consistent. Basic safety and security for both host and visitor should be ensured.

Transparency

Tourism businesses should establish mechanisms of accountability.

Sustainability

The tourism businesses should strive to be sustainable.

Adjust your supply chain

Following these principles, you can adjust your supply chain to include the following:

• Accommodation — Choose hotels and guest houses with environmental and social standards. Use locally owned hotels, where local food and contact with local hosts are a key part of the tourism product.
• Transport — Look for more diversity and more sustainable forms of travel. 
• Excursions and Activities — Include and promote visits to community projects or local tourism enterprises that have hands-on experiences for tourists.
• Food and Crafts — Look for local suppliers to promote local sourcing.

 

Decent Work Is About Safety and Security

Lesson 1: Safety is about prevention

When you travel, you like to be safe, right? You would not want your bus driver to be drunk, your boat to leak or your drinking water to be spoiled.

This is also true for your staff. Safety matters include not only the tourists themselves but also your guide, your driver or your cook.

The most effective security is proactive rather than reactive. This means you should be prepared for the worst (but always hope for the best).

What can you do for prevention?

Identify hazards

A hazard is something that could cause harm, such as chemicals, electricity or working from a height.

Check with your team for potential hazards in the workplace (e.g. slippery floors, open fires or damaged stairways).

Assess risks

A risk is the possibility that a hazard will actually cause harm.

Together with your staff, find ways to avoid risks.  For example, read the manufacturer’s instructions on new equipment, look back and learn from your accident and ill-health records.

Think seriously about long-term hazards to health.

Draft a health and safety policy

This may sound complicated but it is very important.

Everyone in your team should be responsible for identifying hazards and managing risks. They should all know what to do in the case of an emergency.

Appoint a health and safety manager

Depending on the size of your business and the number of staff, it might be a good idea to have a Health and Safety Manager in charge

Spotlight hygiene

• Regularly clean your workspace.
  This should be done thoroughly because you spend so many hours there.
• Sanitise your hands frequently to kill bacteria and viruses.
  Look at good quality soaps rather than good smelling soaps. Distribute them in prominent places (not only in the bathroom).
• Wash dishes in the kitchen directly after use.
  Leave the place as you wish to find it.
• Keep a box of tissues on your desk.
  (And a small towel in the drawer.)

Further information and practical application tips on this topic can be found in the course “How to manage health & safety”

Lesson 2: Spotlight working environment

Workplaces vary a lot in tourism. There is a big difference between working in the office of a tour operator, at the hotel reception, in a restaurant kitchen or as a tour guide. But, no matter what you do, the working environment will affect your wellbeing:

• A proper working environment will make you feel good and happy at your work.
• Poor conditions can affect your motivation. It can even damage your health and put your safety at risk.

Physical aspects

Work Tools

Should be safe and well maintained — be it a car, a computer or a kitchen stove.

Air

Proper ventilation systems

Lighting

Neither too bright nor too dark, Lighting should be adjusted to the workspace.

Noise Level

Noise can create stress. Try to have a quiet or natural atmosphere.

Temperature

Neither too cold nor too hot. Evidence suggests that the optimal temperature should be around 22°C.

Psychological aspects

There are also psychological aspects like workflow organisation and wellbeing at work. Here are seven recommendations: 

Motivate others
Don’t be egoistic and act as though your knowledge and skills are hidden treasures.

Show gratitude
It is not difficult to smile and say thank you.

Spread happiness
For some, complaining is a way of life. Avoid complaining.

Celebrate occasions — birthdays, anniversaries, wins
Everyone wants to be a celebrity, even for a few moments.

Encourage positive thinking
Is your glass half-empty or half-full? Avoid negative self-talk to reduce stress.

Friendly response to opposing opinions
Disagree with grace, try to stay neutral, let your counterpart talk, look for common ground and avoid the word ‘but’.

Encourage fun

In our hearts, we are still children, right?

CONTINUE

Lesson 3: Safety is about training

Regular safety training is extremely important so that, if there is an emergency, everyone knows what to do.

When was the last time you did a first aid course? It might be a good idea to take a refresher course in the near future. Also, there are many online films related to first aid. It is a good idea to frequently look at these videos.

But nothing can replace a face-to-face course. There should be options for such courses every two years for both you and your staff.

For your business, it is important to:

• Have a first aid kit in the office and all other relevant places (cars, buses, etc.). Check frequently that they are complete.
• Provide regular first aid training to your team (every 2-3 years).
• Appoint a first aid team (or person) to be in charge in case of emergency.
• Provide a to-do list for first aid actions.

Consult your team frequently regarding safety questions.

Talk and listen to your team about:

• Health and safety issues linked to their work.
• How risks can be controlled.
• The best ways of providing information and training.

Fire Safety: Don’t forget the danger of fire. Have you clearly marked emergency escape routes? Or written guidelines on what to do in the case of fire?

Frequently train your staff on Fire Emergency Procedures so they know what to do:

• In the case of fire
• When they hear the fire alarm

A to-do list for first aid actions in the case of fire should include:

• Activate the fire alarm
• Call the emergency number immediately and provide information
• Assist injured personnel or notify emergency responders of the medical emergency
• Exit the building following emergency maps
• Assist physically impaired individuals to a secure area and notify emergency responders
• Ensure all personnel are out of the building
• Do not use the elevators
• Use a fire extinguisher only if safe to do so and if you have been trained
• Assemble personnel at a remote location noted on the evacuation maps
• Report hazardous conditions
• Stay low if confronted with smoke. Check closed doors for heat before opening.
• Stay away from the building until it is safe to return.

Lesson 4: Spotlight sexual harassment — a no-go

What is Sexual Harassment?

There are various definitions. The European Commission Code of Practice defines it as:

“Unwanted conduct of a sexual nature, or other conduct based on sex affecting the dignity of women and men at work. This can include unwelcome physical, verbal or non-verbal conduct.”

92/131/EEC: Commission Recommendation of 27 November 1991 on the protection of the dignity of women and men at work

Sexual harassment has many faces. For example, some people might consider sexual remarks a minor issue, others might consider it to be serious sexual harassment. Virtually any sexually-oriented language, conduct or behavior can be viewed as sexual harassment if it is unwelcome.

Unwelcome Behavior: Unwelcome Behavior are the two critical words. ‘Unwelcome’ does not necessarily mean ‘involuntary’.  A victim of sexual harassment may consent to certain conduct and actively participate in it — even if she or he considers it offensive and objectionable.

Sexual Conduct is unwelcome: Sexual conduct is unwelcome whenever the person subjected to it considers it to be unwelcome. Whether the person welcomed a request for a date, a sex-oriented comment, or a joke depends on the circumstances. Remember, it is the impact of the conduct or behavior on the recipient (or on observers) not the intent of the harasser which determines sexual harassment.

What can you do?

You can create a healthy environment for your staff with:

Value and respect for all

Remember: We are all different, but we all have the same human rights.

Good order and discipline

That does not mean organising the office like an army camp. It means avoiding any non-transparent power structures within the team.

Highest ethical standards

We all have our weaknesses, but we should work and interact in the best manner possible.

Accountability

Nobody is above the rules and regulations of the office. Any work and decision making processes should be done in a transparent way.

Safe and supportive environment

Everyone should feel comfortable and safe working within a team. People should be able to trust each other without jealousy or power games.

Open and trustworthy communication channel

There should be clear and transparent procedures in place to address and combat all kinds of harassment.

Enabling equal working

Gender Balance

Most women don’t want to be the only one among men.

Your target should be to have a healthy mix of women and men

Equality at Work

It is not enough to just have more women in your team. Women should also fill higher positions in order to make a difference.

Safety

Ensure that your female staff feel safe within your team.

They may have late evening or night shifts and feel uncomfortable travelling home. Or they may be alone in the workplace. Look into adequate security staff or surveillance.

Strict Policies Against Sexual Harassment

Create a code of conduct with strict policies against sexual harassment.

A Mother-friendly Environment

The situation in a typical home means that, besides their job, women take care of the kids and other family members. And they have to manage the household.

 So, create a flexible work environment. Allow women to work from home, if possible, and allow days off when needed.

Rejoining

Some women would like to return to their previous job when their kids are older. Or perhaps start a new job.

Encourage them and help them to retrain if they want to change.

 

Decent Work Is About Dialogue and Communication

Lesson 1: Teamwork — the ability to work together

It is not enough to just work together and try to be nice to each other. 

Team
Everyone
Achieves
More

Sounds good. But the reality is often different because there is:

Lack of trust

Do you trust your colleagues and other staff members? Or is there jealousy involved?

Conflict and tension

Are there underlying or open conflicts in your team?

No information sharing

Does everyone keep his or her knowledge to themselves?

Low engagement

Is a 9-to-5 job attitude prevalent?

Lack of transparency

Are decision-making processes clear to you?

No long-term thinking

Is your team simply “driving on sight”? Is there a “hand-to-mouth” attitude?

Poor change management

Do you feel your business is more like a heavy tanker on the sea rather than a light sailboat?

A team works well when:

• The right people are together
• People’s heads, hearts and hopes are engaged
• Team members clearly understand their roles
• It is supported by a strong structure, clear processes and credible leaders
• It has goals

Team building

Team Building activities are a good way to support and improve team work. They include all kinds of games with lots of fun and interaction. Here are four examples:

Memory Game

Create two identical cards with facts and photos (like the company’s founding date, its special achievements, products, etc.). Then put them on a table and let people search.

Purpose Mingle

Before a meeting, have each individual walk around and share what they hope to contribute to the meeting with as many people as possible. A prize can be given to the person who shares with the most people.

Group Timeline

Team members create a timeline by pinning important company dates on the timeline (either physically or virtually). Then ask everybody to pin a few important moments in their own lives. Team members will learn more about each other.

The Great Egg Drop

Split into two large groups with the task of making an egg package that can sustain a 2.5m drop. A variety of tools and materials should be provided. After the packages have been made, each team presents a 30-second advert for their package, highlighting its uniqueness. Then, each group drops their egg using their package.

But no team is perfect — we are all humans. There will be tensions, differences of opinion and jealousy. Your business needs to find ways to address this. 

Lesson 2: Teamwork — towards a common vision

“Teamwork is the ability to work together towards a common vision!” Andrew Carnegie

Discuss with your team

It is important to discuss these two questions with your team:

1. Where do we want to go?
2. Why are we doing it?

It is only with a vision that your team can pull in the same direction.

Open a world — your world.
Join a tribe in the heart of experiences,
Scripting new experiences.
Open hearts, to connect hearts.
Together, we can make the world
More welcoming, caring and inspiring.

http://www.group.accor.com

• Is your work meaningful?
• Do you receive constructive feedback from your superiors?
• Do you receive recognition when you perform well?
• Is your boss or team open to your suggestions?
• Is your superior interested in your success?

If you can answer ‘yes’ to most of these questions, then your business has a culture of engagement. An important part of a culture of engagement is teamwork.

As an independent business enterprise, Studiosus wants to contribute to getting to know and understand other countries, people and cultures.

http://www.studiosus.com

What is a vision?

Your company — small or big — needs to have a vision. So what is a vision?

An up in the air dream? In a way, yes. It is indeed a kind of dream. A vision is like a guiding star on the horizon. A vision needs to inspire, energise and motivate the team.

A vision should:

• Be emotional
• Set a direction
• Paint a desirable picture
• Not be fixed in time
• Be an improvement of the current situation

We believe that travel can be a genuine force for good… Our vision is to Change the Way People See the World.

http://www.intrepidgroup.travel

Lesson 3: Create a grievance mechanism

But what about your team?

In the online world, there are many ways to complain. Tripadvisor, Amazon, Booking.com — all have a rating system. You can award scores or stars and write a comment about how you liked or didn’t like the service in a restaurant or hotel. At the end of a tour, a guest will receive an evaluation form to fill out.

But what about your team? Can they address their grievances? Are there clear procedures for their complaints? 

Answer the following questions

• Do you fear discrimination if you complain?
• Are you encouraged to complain?
• Is there a grievance mechanism in place?
• Do superiors take grievances seriously

If you can answer question 2 to 4 with Yes, then your company has a proper grievance system in place. If not, it is time to implement one in stages:

Stage 1: Try to resolve the issue informally.

Stage 2: Employees can submit a written complaint.

Stage 3: Arrange a grievance hearing in a private setting without delay.

Stage 4: Carry out an investigation. Hold another meeting if needed.

Stage 5: Make a decision on the grievance and take action.

Please consider

• There should always be a detailed record of the grievance and the action taken.
• There should be no quick-fix decisions even if the solution is obvious.
• Finding a solution should be transparent and relevant.

It is not only your guest who wishes his or her complaint to be solved in a clear and transparent way. Your staff also needs a clear procedure to address his or her grievance. 

Lesson 4: Why decent work matters for your tourism business image

After completing this course, you will realise how important and complex the issue of decent work is. But why would all these aspects be relevant to your company image?

It’s the people who are the heart of tourism — guests, the stakeholders you deal with and of course, the staff. For this reason, tourism is linked to the service industry and the hospitality sector.

Today’s consumers are more aware of companies’ activities. Businesses have become more transparent.

This is especially true in tourism because of the direct contact tourists have with guides, hotel employees and restaurant staff. They don’t want to see the manager shouting at the housekeeping staff, the craftsmen working in a dangerous place or the driver sleeping in filthy crowded dormitories.

As surveys reveal, consumers are willing to pay more for goods and services from socially responsible companies.

• Socially responsible companies help to boost the morale of employees.
• This, in turn, increases their productivity.
• Which, of course, means higher customer satisfaction.

And, in the end, that is what you want: Happy, satisfied customers!