Training & Development

In this section, you will find information on the development of people in tourism.     Seminars on Creative Thinking for Tourism Enterprises The MTA sees the need to leap for change and innovation, especially as next year is being proposed to become the European Year of Creativity and Innovation since Europe needs to boost its capacity for creativity and innovation for both social and economic reasons. There is a need for skills and competences that enable people to embrace change as an opportunity and to be open to new ideas in a culturally diverse, knowledge-based society. Education and training are determining factors in this. The Seminars on Creative Thinking for Tourism Enterprises will be organised throughout this year in conjunction with the World Centre for New Thinking.  Three, half day seminars will be held on (a) Creative thinking to tackle Human Resource challenges in tourism (b) Creative thinking to develop innovative Products in tourism  and (c) Marketing tourism products and services through creative thinking.  The seminars aim to highlight how creative practices can be applied to the tourism industry.  Projects will then be developed so that such practices can become mainstream actions.

EU funded Training Projects

Developing Leaders for Change and Innovation in Tourism (Approved project)

 

Last September 2007 in a call for European Social Fund applications the MTA applied for a € 4 million project for Developing Leaders for Change and Innovation in Tourism’. This project has recently been approved and will be provided by public tender.  The project is designed to up-skill and certify persons employed as or seeking employment in top, middle or supervisory management positions in sectors contributing directly or indirectly to tourism.  The programme aims to increase competence levels, fill training gaps, and introduce a Continuous Professional Development Programme (CPD) for senior managers, assistant line and supervisory managers, in the tourism industry enabling them to train, monitor and coach lower level employees more professionally and effectively. It will also give an opportunity to top management participants to observe best practice in the tourism industry through overseas placements and benchmarking exercises.

ESF 2007-2013 EU Funding Proposals submitted

Promoting Lifelong Learning in the Tourism Industry

In February 2008 MTA applied for €1 million project to train 1,500 HR Professionals on Occupational Standards.  This will help MTA’s vision in promoting Lifelong Learning in the Tourism Industry by implementing an overall lifelong learning strategy within the local tourism industry. Through this project the MTA will be at the frontline for promoting and implementing the long-term strategy for continuous learning in the tourism sector.

ESF 7 - Tourism and Support Services Training Programme

The 'Tourism and Spport Services Training Programme' was part funded by the EU from the 2004/2006 Structural Funds. The programmes were officially launched in 2006 by the Minister of Tourism and Culture on the occasion of Europe Day; the activities started in September 2006.

The project was budgeted at €571,000 and catered for the needs of the tourism human resource segment within the general labour market.  The projects general objective was to provide a holistic approach towards training and human resource development in tourism and tourism-support services.

The programmes also aimed to provide:

¾    Training in service culture in the tourism industry

¾    Benchmarking improvement of standards and working practices

¾    Training transport service providers’ and support staff on the ability to communicate with tourists and provide helpful information

¾    Training assistance and support for small and independent businesses to help them implement high quality and effective development plans to foster growth within their respective companies

 

The programme covered the whole spectrum of sectors where there is contact between the host and the guest. The ‘Merhba’ and Service Culture training programmes were particularly popular with employees of Malta Transport Authority, Air Malta, Gozo Channel, Malta International Airport and private coach, taxi and route bus drivers, as well as supervisors and managers of hotels, restaurants and other tourist service providers.

The Tourism and Support Services Training Programme was launched with 5 activities here-below described:

Activity 1- Service Culture Training Programme

A train- the-trainer programme targeting owners/managers responsible for training within their establishment aimed at improving customer service relations between tourist and host.  A multimedia package was developed including a DVD and CD Rom with material to be used as a tool for the participants to use when training their staff.

Total participants                                                    175

Number of training programmes held                       12

Gozo                                                                      6 %

Female                                                                   43 %

 

Service Culture Flyer: act1_Service_Culture_Flyer_final_version.jpg

Activity 2- Good Practices for Good Business

This activity targeted operators within the accommodation, catering and travel sectors aiming at improving standards and working practices such that local businesses may acquire a competitive edge with the ultimate aim of increasing business.  A research study was carried out to uncover the best practice in HR in the tourism industry- this was divided in 3 Phases

1. In-depth interviews with operators working in Travel, Accommodation and Catering establishments in order to find out good HR practices in these sectors
2. Workshops with operators working in these sectors to substantiate the findings from the interviews
3. Dissemination of the report was compiled and through a seminar which was organised close to the end of the programme (October 2007), was distributed to tourism operators.  (A copy of the report can be downloaded from the file here under)

Total participants                                        124

Number of training programmes held           5 workshops and 1 final conference

Gozo                                                          6 %

Female                                                       31 %

 

      Activity 2 Booklet

Activity 3- Merhba Tourism Awareness and Customer Care Training Programme

The Merhba programme aimed to improve the customer service knowledge, ability and skills of transport operators and transport support services, front line operational staff of tourism establishments in Gozo as well as individuals employed or seeking employment as Group Leaders in the EFL sector.  The training took place both inside training rooms and in a number of tourist locations often visited by tourists in Malta and Gozo.

Each programme consists of four - 3 hour sessions, one of which is a professional guided tour that will be held at the end of the programme.  The tour will include a visit to heritage sites on the respective island. The aim is to provide an opportunity for participants to know more about the tourist offer in Malta and Gozo, knowledge which they can pass on to tourists during their work.  All training is provided free of charge to the participants.

 

Total participants                                                    1,699

Number of training programmes held                       79

Gozo                                                                      24 %

Female                                                                   18%**

** This sector (transport service providers) is male dominated

Activity 3 Flyer

Activity 4- Training Support for SMEs

A training programme consisting of management development seminars and one-to-one sessions with professional business advisors aimed at assisting tourism SMEs to develop HR and management capabilities and to embrace strategic business planning to improve business performance.

Total participants                                                    64

Number of training programmes held                       4

Gozo                                                                      16 %

Female                                                                   25 %**

Activity 4 Flyer

Activity 5- Study on Lifelong Learning

The study targeted all levels of personnel within the tourism industry particularly those working in an operative and supervisory role.  The objective of the study was to identify the institutional structure(s) which cater for training needs and skills gaps in the tourism industry for the next five to ten years.

Activity 5 Executive Summary

Overall Project Outcomes

 

These activities were met with a very positive response from the industry.  In fact the MTA made use of savings from the same project, which in turn enabled the MTA to deliver further Service Culture and MERHBA Training Programmes apart from those originally specified in the contract. The MTA is in the process of benefiting from further funds in relation to Training Support for SMEs.

 

For further information kindly visit: http://ec.europa.eu/employment_social/local_employment/lla/fo/best_practices.do?method=homeBestPractices

 

Tools/Publicity Tourism Competence Guidelines   ‘Tourism Competence Guidelines’ were compiled by the Malta Tourism Authority with a view to establishing occupational competence standards in the tourism industry. These guidelines were drawn up following a consultation process with key people from accommodation and catering establishments together with representatives from the Institute of Tourism Studies. A number of working groups were set up to discuss competences relating to food and beverage service, food preparation and cooking, housekeeping as well as front office operations.   The competences are based on the National Vocational Qualifications (NVQ’s) drawn up by the Hospitality Training Foundation (HTF) in the UK. A number of HR-related research studies, both local and foreign, were also taken into account. For more information on the Tourism Competence Guidelines please contact training@visitmalta.com

Tourism Human Resource Handbook   ‘Tourism Human Resource Handbook’ this manual is aimed at supporting any operator within the tourism industry, particularly the small and independent one, to implement or enhance good human resource management practices within his /her establishment. For a free copy of the ‘Tourism Human Resources Handbook’ contact training@visitmalta.com

Projects MTA's Leonardo Mobility & Exchange Projects   The MTA's HR and Development Unit has, during recent years, successfully submitted proposals under the Leonardo da Vinci programme. These programmes have proved to be well received and beneficial to all participants. The MTA will continue to offer technical support to tourism organisations and / or associations to pursue projects that it will benefit the industry.    'HOTSME Leonardo Pilot Project' is a 30-month (2005-2007) EU funded project which is being promoted by the Malta Hotels and Restaurants Association (MHRA) and with the technical support of the MTA's Industry HR Development Unit. The aim of HOTSME (acronym project title for Hotel SME s) is to provide managers and employees of small and independent hotels with the opportunity in engaging in continuous professional development, through workplace learning. The focus is on the facilitation of new learning approaches aiming to create a lifelong learning culture at the workplace.   The primary aim of the HOTSME project is to develop the competences, especially the soft competencies, of managers and workers of small and medium size hotels in order to improve their quality of services and consequently to consolidate their competitiveness in the tourism labour market. Malta is among a group of six countries participating in the project, the others being Denmark, Germany, Lithuania, Portugal and Spain.   The HOTSME project was nominated as one of the 50 success stories for the Leonardo da Vinci Community programme. (Innovative projects contributing to the Copenhagen Process – Linking policy to practice) For comprehensive modules please visit: http://www.hotsmeleonardo.com/

Continuing PROFESSIONAL DEVELOPMENT PROGRAMMES for the Tourism Industry     Continuous Professional Development Programmes for the Tourism Industry’ - The Malta Tourism Authority, with the support of training providers, launched a series of programmes aimed at key people within the tourism sector. These programmes form part of the sector’s continuing professional development (CPD), and are of particular interest to small and independent businesses.   The MTA identified and developed a series of short intensive programmes in the areas of Leadership and Management; Marketing and Sales; People Management; Communication Skills and Customer Care; Language Training; Health and Safety; Technical and Operations Management; Product Knowledge; and other specialised programmes. These programmes were in line with MTA’s objective to raise standards by increasing the industry’s own capability, programmes are organised in a flexible way to encourage participation by management and tourism front-liners, while keeping business disruption to a minimum.

Tourism Induction for Professional Services - TIPS

 

‘Tourism Induction for Professional Services’ - TIPS was an induction training programme aimed at all new recruits within the tourism industry, whether on full or part time basis.   The programme highlights the importance of tourism’s role in the local economy, focusing on ‘Product Malta’ and emphasises the importance of good customer care practices in order to instil a sense of responsibility and job ownership during daily interaction with local or foreign clients.

TIPS has been organised by the MTA in conjunction with the Institute of Tourism Studies and the Employment and Training Corporation.

HRtips_brochure.pdf

Industry HR Development - In the News

European Social Funds (ESF) – Tourism and Support Services Training Programme

The Malta Independent
Thursday 17th April 2008
Malta faces big challenges in attracting and retaining tourism’
By Annaliza Borg
http://www.independent.com.mt/news.asp?newsitemid=67815

L-Orizzont
Thursday 17th April 2008
193 impjegat fil-qasam turistiku jattendu Tahrig fis-Service Culture

In Nazzjon
Thursday 17th April 2008
L-ekonomija se tknmpli tgawdi miz-zieda fit-turizmu

The Times
Thursday 17th April 2008
Catering Industry lacks soft skills
http://www.timesofmalta.com/articles/view/20080417/local/catering-industry-lacking-soft-skills/

The Business Times
Thursday 17th April 2008
193 tourism employees trained
http://www.timesofmalta.com/business/view/20080417/news/business-briefs

The Independent
Tuesday 15th April 2008
Front line tourism employees attend service culture
http://www.independent.com.mt/news.asp?newsitemid=67759

Travel Malta
25th March 2008
MTA relaunches Merhba training programme
http://www.travelmalta.com/Trader/People.htm

L-Orizzont
Saturday 22nd March 2008
Programm ieħor ta’ tahrig “Merħba” mill-MTA
http://www.l-orizzont.com/news.asp?newsitemid=42966

Malta Business Weekly
20-26th March 2008
Malta Tourism Authority re-launches ‘Merhba’ Training Programme
http://www.maltabusinessweekly.com.mt//news.asp?newsitemid=5172

The Business Times
Thursday 20th March 2008
A warmer welcome
http://www.timesofmalta.com/business/view/20080320/news/a-warmer-welcome
The Independent,
Tuesday 18th March 2008
Training programme for operators in the tourism industry: ‘Merhba’ programme could become compulsory
http://www.independent.com.mt/news.asp?newsitemid=66564

Sunday Times
Sunday, 16th March 2008
MTA re-launches Merħba
http://www.timesofmalta.com/articles/view/20080316/local/mta-re-launches-merhba

The Malta Independent Friday 12th October 2007
MTA conference on best practices in tourism
http://www.independent.com.mt/news2.asp?artid=58891

Business Weekly- not date
MTA conference on HR best practices in tourism
http://www.maltabusinessweekly.com.mt/news.asp?newsitemid=4574

The Independent online- no date
MTA conference on HR best practices in tourism
http://www.independent.com.mt/news.asp?newsitemid=58536

The Malta Independent - Friday, August 10, 2007
Improving management and employee skills
http://www.independent.com.mt/news.asp?newsitemid=55658  
 
The Malta Independent on Sunday – Sunday, June 3, 2007
137 employees complete ‘Merhba’ and Service Culture training
http://www.independent.com.mt/news.asp?newsitemid=52097
 
The Malta Business Weekly – Thursday, May 31, 2007
Transport operators complete MTA training programme
http://www.maltabusinessweekly.com.mt/news.asp?newsitemid=4157 
 
The Malta Independent – Saturday, May 26, 2007
MTA training programme for transport service provider- Overwhelming demand for training programme
http://www.independent.com.mt/news.asp?newsitemid=51604
 
The Malta Independent – Friday, May 25, 2007
MIA and Air Malta employees complete training programmes
http://www.independent.com.mt/news.asp?newsitemid=51550
 
The Malta Business Weekly – Wednesday, May 16, 2007
Synergies and business fine tuning programme beneficial for tourism SMEs
http://www.maltabusinessweekly.com.mt/news.asp?newsitemid=4063
 
The Malta Independent on Sunday – Sunday, April 8, 2007
Best human resources practices for tourism enterprises
http://www.independent.com.mt/news.asp?newsitemid=49140
 
The Malta Independent on Sunday – Sunday, January 21, 2007
Further training programmes for the tourism industry
http://www.independent.com.mt/news.asp?newsitemid=45060
 
The Malta Independent - Thursday, January 18, 2007
MTA training programmes for the tourism industry
http://www.independent.com.mt/news2.asp?artid=44889 
 
The Malta Independent - Tuesday, November 7, 2006
Seminar on MTA training and quality assurance initiatives –
http://www.independent.com.mt/news.asp?newsitemid=41536
 
The Malta Independent - Wednesday, October 18, 2006
MTA launches training programme for SMEs –
http://www.independent.com.mt/news2.asp?artid=40535
 
The Malta Independent - Thursday, October 12, 2006
Irish Foreign Minister visits SME tourism training team –
http://www.independent.com.mt/news.asp?newsitemid=40206
 
The Malta Independent - Thursday, September 28, 2006
Management training programme for small businesses by MTA
http://www.independent.com.mt/news.asp?newsitemid=39453
 
The Malta Business Weekly – Thursday, September 14, 2006
Management training programme for small businesses by MTA
http://www.independent.com.mt/news.asp?newsitemid=39453

The Sunday Times of Malta- Sunday 7th October 2007
MTA conference on HR best practices in tourism

The Sunday Times - Sunday, August 12, 2007
175 senior employees in tourism attend service culture training 
The Times Business – Thursday, May 3, 2007
Taxi drivers taken on a discover Malta tour!
 
The Times Business – Thursday, March 8, 2007
Making the time
 
The Times Business – Thursday, January 25, 2007
MTA training programme draws 'amazing' response from participants

The Times of Malta - Thursday, December 28, 2006
MTA seminar for SME’s

 The Times of Malta – Tuesday, September 26, 2006
MTA management training for small businesses

MTA Newsletter, Issue 3 October 2003
MTA presents ‘Attitude Survey’ findings
http://www.mta.com.mt/index.pl/october_newsletter

MTA Newsletter, Issue 1 August 2003
MTA participates in three other EU Leonardo projects
International certification for 14 young waiters & chefs
Enhancing tourism training
Winners of MTA ‘Choice’ in Budapest
http://www.maltatourismauthority.com/index.pl/newsletter-august?makePrintable=1

DOI, no.1271
The MTA participates in Leonardo Mobility and Exchange Programme
http://www.doi.gov.mt/EN/press_releases/2001/08/pr1271.asp

MTAC, 9th July 2007
Tourism Human Resource Handbook 
http://www.tourismandculture.gov.mt/textpage.asp?n=pressreleasesdetails&i=3776

The MTA Industry Bulletin,  July-August 2007, Issue 5
MTA awards tourism-themed projects in secondary schools
http://mta-news.info/0707/pr24/

The MTA Industry Bulletin, September 2007 Issue 6
 MHRA and MTA Lead EU Funded Leonardo Project
http://mta-news.info/0709/pr12/