New recruits lack key skills

A LACK of crucial skills
among aspiring travel
consultants has
prevented TMCs from hiring
new employees.
“The people coming into
the industry don’t understand
what the business actually
requires,” says Marco
Cristofoli, coo of BidTravel
Leisure Cluster.
All industries are lacking
skills and for travel it’s no
different, says Vanya Lessing,
ceo of Sure Travel.
Sean Hough, ceo of
Pentravel, says he had 48
empty desks in 32 of the
agency’s stores around the
country at the beginning of
August. The number has
since dropped to below 30,
but when you consider the
revenue one travel agent
could generate, he says it’s
still a high number.
One reason for the
shortage is the lack of
tertiary qualifications. One
of Pentravel’s minimum
requirements is a degree.
“Having a tertiary education
is not so much about studying
but more about showing
that you can start and finish
something,” says Sean.
Although a certificate in
general travel is available at
some colleges, the curriculum
is currently up for review,
says Jacqui McKnight,
professional programme
manager of Asata. Since
2013, Asata has been
working with the Culture, Arts,
Tourism, Hospitality, Sport
Sector and Training Authority
(Cathseta) and a group of
travel experts to update
the certificate’s curriculum
to ensure relevance for
aspiring agents. Asata is
awaiting approval from the
Quality Council for Trade and
Occupations on the revised
syllabus.
“It’s difficult for companies
to employ people who are
expected to sell experiences
they have not been exposed
to themselves,” says Kim
Botti, director of Lee Botti &
Associates.
Which is why Pentravel
consultants must have
overseas travel experience
as it exposes them to the
process of applying for a visa,
traversing an airport and what
other countries offer, says
Sean.
“Having a Galileo course is
not necessarily what we’re
looking for and those are
the kind of people being
produced,” said Marco.
Employees need to have
the skills to engage with
clients to offer advice and
recommendations.
A further drain on in-agency
skills is due to employees
becoming ITCs. Vanya
says a lot of Sure Travel
consultants have already
done this, resulting in a loss
of consulting experience at
the group.
It’s daunting to think that
the travel agent of years
gone by could become
extinct, says Marco, but it’s
nothing to be scared of. “I
think it’s exciting… We just
need to embrace it and we
will attract a different breed
of people.