Labour and Delivery A keynote presentation by Philip Mondor, President, Tourism HR Canada Presented at the TIAC Tourism Congress 2015, December 1–2, 2015, Ottawa, Canada
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Labour and Delivery
A keynote presentation by Philip Mondor, President, Tourism HR Canada
Presented at the TIAC Tourism Congress 2015, December 1–2, 2015, Ottawa, Canada
Labour and Delivery
Published November 2015. Tourism HR Canada.
Copyright © 2015, Tourism HR Canada. All Rights Reserved.
Tourism HR Canada4-71 Bank Street
Ottawa, ON, K1P 5N2 Canada
tourismhr.ca
Tourism HR Canada is a national organization working for the tourism sector in Canada, an $88.5 billion industry employing over 1.7 million people including over 500,000 youth. Its main goals include improving the quality and mobility of the tourism workforce and supplying tourism businesses with the labour market intelligence they need to plan for and overcome their current and future human resource challenges.
Tourism HR Canada is recognized as a global leader in setting occupational standards, building competency frameworks, developing occupational training and certification programs, conducting research into the tourism labour market, and analyzing the resulting data to plan and implement HR strategies for the industry.
Tourism HR Canada under the Emerit Consulting banner, performs consulting services for all sectors in occupational training and instructional design, assessment tools and certification programs, human resource planning and strategy, and labour market research and analysis. The team has worked with private companies, educational organizations, professional associations, and all levels of government, both in Canada and internationally.
DARRENREEDER
Good Afternoon
PHILIPMONDOR
TONYPOLLARD
DARLENEGRANT
FIANDER
JUDITHANDREW
Labour and Delivery
1.7 million workers and growing
Other Industries, e.g. retail
JOBS IN TOURISM INDUSTRIES
JOBS ATTRIBUTED TO TOURISM
DEMAND
1.7 million
628,000
1.7 million workers200,000 employers
Food & Beverage Services
Recreation & Entertainment
Accommodation TransportationTravel Services
52,000
255,000
194,000
265,000
925,000
228,500 Unfilled Jobs
SUPPLY
DEMAND
2010 20302015 2020 2025
Projections by 2035: 300,000
Spending up 56% = $293 Billion
For every dollar spent, 3.2 dollars is generated
in the community
Tourism is vital to Canada’s economy; it is a key driver of socio-economic progress.
Tourism plays a significant role in future job creation.
Full-year jobs that will go unfilled by 2030
53% 46% 34% 56%
% of youth
workers32%
6,267 8,738
20,536
38,782
42,690
Food Counter Attendants
F&B ServersCooksBartendersProgram leaders & instructors
Dissatisfaction with Immediate
Manager CompensationCareer
Opportunity Work Life
10121834
Percentage of Respondents
Top Reasons for Voluntary Turnover
‘Global Workforce Crisis’
Labour Shortage,Increased
Competition
Skills Mismatch
Cultural Intelligence
Frontline, Production
Supervisor, Mid-Level Manager
Management
Specialty
2020 2030
FRANCE 6 - 1
GERMANY - 4 - 23
ITALY 8 - 4
SPAIN 17 - 3
UNITED KINGDOM 6 - 1
RUSSIA - 5 - 24
BRAZIL - 7 - 33
CANADA 3 - 11
MEXICO 6 - 8
USA 10 4
CHINA 7 - 3
INDIA 6 1
INDONESIA 5 0
JAPAN 3 - 2
SOUTH KOREA - 6 - 26
Global Workforce Crisis
Tourism is a Growth Industry
Employees stay for things they get uniquely
from you.
2015
Comprehensive, Accurate, Timely
Labour Market Research
Do you need workers?
Able to meet needs?
Where are customers coming from?
Specific skills or specialized training?
What we are Hearing...
Rural – Urban Divide
Difficulty finding qualified workers: cooks and housekeeping is greatest concern
Rooms are kept empty/out of circulation: no staff
Stress, double duty
Restaurants and recreation businesses operating at reduced levels
Some businesses closing
Economic conditions compounding problem
Tourism Labour Market
Global Trends
SOCIAL POLITICAL HISTORIC ECONOMIC REGULATORY ECOLOGICAL TECHNOLOGY
S P H E R E T
S
Social and Cultural Context
Workers in short supply
Rapid change in cultural diversity
Increased affluence with new and emergent economies: different travellers
Reform of education and training
Idea of ‘service’ or guest/customer experiences have changed› Authenticity› Quality› Tailored experiences and services
› Workforce diversification strategy
› Flexible work, and work re-engineered
› Investment in automation
› Investment in training, education: cultural intelligence
Global Trends & the Tourism Labour Market
P
Political Context
Governments operating with shorter planning cycles: little emphasis on long-term
Increased policy and efforts to promote improved learner and worker mobility[Paradox: tighter immigration rules]
Greater need for sustained public-private partnerships
› Coalitions, partnerships, shared resources
› Increased coordination
Global Trends & the Tourism Labour Market
H
Historic Context
Tourism plays a strong socio-economic role
Tourism as a growing economic driver: increased competition, new products and services
‘Unskilled’ to increased need for a highly skilled: work has become more complex and specialized; image liability
Investment companies, less private ownership
Rise of a ‘global workforce’
› Places of employment = training institutions
› Improved efforts to address image and ‘professionalization’ of sector
Global Trends & the Tourism Labour Market
E
Economic Variables
Volatility is a new norm
Projected growth (globally, locally)
Companies invest less in their people; others invest more› Growing awareness or appreciation of
the value of workers to tourism
Growth hampered by shortage of qualified workers
Investments in infrastructure mixed
Creep of added taxation / tariffs
› ‘New’ business skills and continued professional development
Global Trends & the Tourism Labour Market
R
Regulatory Influences
Security concerns and agendas
Increased regulations and requirements› Accommodation/F&B: building codes,
access, grading, gaming control› Transportation: tariffs, licensing of
carriers› Tour operators, agents: licensing,
regulation on promotion and delivery› Outdoor recreation, attractions:
regulations on safety
› Standards of practice need to change
› Tourism workers are on the ‘front line’: skills linked to security
Global Trends & the Tourism Labour Market
E
Ecological Factors
Weather, climate events and impact on ecosystems› Insurance› Natural resources, icons
Greater adoption and demand for sustainable practices
Growing interest and importance of corporate social responsibility, improved ‘greening’ practices
› Scheduling of seasonal operations
› Ability to respond to climate events, risks, safety concerns
Global Trends & the Tourism Labour Market
T
Influence of Technology
Proliferation of direct marketing and use of social media
More informed consumers
Increased use and reliance by consumer, businesses, job seekers, educators... on communications, marketing, products and services driven by technology[Paradox: More connected than ever, but less human contact]
Education and training through technology
‘Big data’ information: reliable, just-in-time
› Adoption of new media and nimbleness to adapt: technology departments
Global Trends & the Tourism Labour Market
DARRENREEDER
TONYPOLLARD
DARLENEGRANT
FIANDER
JUDITHANDREW
The Panel
A Passionate Workforce Drives
Memorable Visitor Experiences
AlbertaAn Altered Landscape
Tourism: Banff & Lake Louise’s Only Economy
20% to
30%+
Total Compensation
Paid Above Base Hourly Rate
20% to
40%+
% Above Hourly Minimum Wage
Most Employees Are Paid
TIAC/BLLHA Study
• Survey: 61 Employers
Representing 2125 Employees
• Labour Force Turnover
Statistics – By NOC Code
Labour Shortages Quantified (July)
404 Workers
= to 17% of Existing Workforce
Average Worker Shortfall Per Business
21
JULY
Shortage Of
106 Employees
1136 Room Hotel Rooms
That Cannot Be Cleaned
20% of Destination Room Base
Light Duty Cleaners
Employees Hired to Job Vacancy Ratio
1:1
Service Level Impacts
• Diminished Service Levels
• Financial Appeasement
• Curtailed Hours of Operation
Administrative
New Hires/Term.
Housing
Recruitment
July Overtime
9,324 Hrs
YTD OT
CostsUp 24%
Additional Impacts
Contracted Labour Costs
30% to 80% Above Prevailing Wages
Added Demands on Existing WorkforceAttrition Up as High as 28% YTD
Recommendations
Short & Long-Term Measures
• TFW Tourism Stream
• International Experience Canada (Working Holiday)
• Immigration Reform
• Housing Investment
We all have a role.Shared voice, common
mission.
Thank you
Information, Collaboration, Inquiries:TourismHr.ca
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