Comenius School ProjectComenius School Project

““Serjo”Serjo”

Created By Created By Classes Classes

IV BIV BAnd And

IIIB - IIIEIIIB - IIIE

““Liceo Scientifico Michelangelo”Liceo Scientifico Michelangelo”Forte dei MarmiForte dei Marmi

General tendencies in the General tendencies in the service sector in Tuscany.service sector in Tuscany.• Tuscany has a population of more than three and Tuscany has a population of more than three and

half million inhabitants and an unemployment rate half million inhabitants and an unemployment rate of 5,1% (2001); well below the Italian national of 5,1% (2001); well below the Italian national average of 9,5% or the European average of 7,7%.average of 9,5% or the European average of 7,7%.

• Tuscany has a highly competitive productive Tuscany has a highly competitive productive context, orientated towards export and founded context, orientated towards export and founded mostly on small businesses who are able to adjust mostly on small businesses who are able to adjust to changes of the unsteady market. The model of to changes of the unsteady market. The model of regional development, based on small businesses, regional development, based on small businesses, has guaranteed, in the past few years, high has guaranteed, in the past few years, high employment possibilities to both male and female employment possibilities to both male and female sectors of the population, with a rate of sectors of the population, with a rate of employment (49,3%) above the national average employment (49,3%) above the national average (48,5%)(48,5%)

• The service sector has a predominant role in the The service sector has a predominant role in the economy (62% of total employment) compared to economy (62% of total employment) compared to industry (34,3%) and agriculture (3,2%) and seems to industry (34,3%) and agriculture (3,2%) and seems to be continuously evolving, both because of the growth be continuously evolving, both because of the growth of services in traditional sectors, and because of the of services in traditional sectors, and because of the development of professions tied to Internet and “new development of professions tied to Internet and “new economy”.economy”.

• Even though there are more job opportunities than in Even though there are more job opportunities than in other areas in Italy, it must be remembered that the other areas in Italy, it must be remembered that the employment market in Tuscany is very mobile and employment market in Tuscany is very mobile and exposed to constant transformation. exposed to constant transformation.

• Among the present dynamics there is a situation Among the present dynamics there is a situation common to all the more advanced economical areas common to all the more advanced economical areas of the country: on one hand, businesses cannot find of the country: on one hand, businesses cannot find people with the necessary qualifications and on the people with the necessary qualifications and on the other, young people cannot find work as they have other, young people cannot find work as they have not got the required qualifications.not got the required qualifications.

• New employees are required above all in the service New employees are required above all in the service sector and in the following groups:sector and in the following groups:

• Bank-insuranceBank-insurance• services to businesses services to businesses • commercecommerce

• Expected new employments in Tuscany for activities Expected new employments in Tuscany for activities related to tourism in the year 2006: 85related to tourism in the year 2006: 85

Job requirementsJob requirements

School educationSchool education• no degree 0no degree 0• specific job qualification 0specific job qualification 0• vocational school diploma (after 3 years of education) vocational school diploma (after 3 years of education)

0 0• school diploma 84school diploma 84• university degree 1university degree 1

AgeAge• until 29 years 39until 29 years 39• over 30 years 37over 30 years 37• not important 9not important 9

Required experiencesRequired experiences• Specific experience in the business sector Specific experience in the business sector

5454• no specific experience 31no specific experience 31

Knowledge of foreign languagesKnowledge of foreign languages• necessary 81necessary 81• not necessary 4not necessary 4

I.T. competencesI.T. competences• Basic skills 83Basic skills 83• Very good abilities 0Very good abilities 0• not important 2not important 2

SexSex• female 35female 35• male 38male 38• not important 12not important 12

Type of contractType of contract• unlimited contract 9unlimited contract 9• temporary contract 55temporary contract 55• contract for trainees 21contract for trainees 21

CATERERCATERER

• Caterers offer food services to a variety of Caterers offer food services to a variety of clients. They work closely with them to:clients. They work closely with them to:

• Design, prepare, and serve menus for Design, prepare, and serve menus for events, including wedding dinners, events, including wedding dinners, conferences, holiday brunches, office conferences, holiday brunches, office lunches and any other occasion where lunches and any other occasion where people gather and consume food.people gather and consume food.

• The caterer provides menus and the The caterer provides menus and the clients choose their favourite dishes and clients choose their favourite dishes and work with the caterer to assemble a meal work with the caterer to assemble a meal where each dish compliments the others.where each dish compliments the others.

• If we look for a definition of “catering” we find at least If we look for a definition of “catering” we find at least 3 different activities in this sector:3 different activities in this sector:

• Mobile cateringMobile catering• Event cateringEvent catering• Industrial cateringIndustrial catering• Mobile Catering.Mobile Catering.• A mobile caterer serves food directly from a vehicle A mobile caterer serves food directly from a vehicle

or cart that is designed for the purpose. Mobile or cart that is designed for the purpose. Mobile catering is common at outdoor events (such as catering is common at outdoor events (such as concerts), business brunches, parties, etc.concerts), business brunches, parties, etc.

• Event catering.Event catering.• When most of people refer to a “caterer”, they are When most of people refer to a “caterer”, they are

referring to an event caterer who serves food with referring to an event caterer who serves food with waiting staff at dining tables or set up a self-service waiting staff at dining tables or set up a self-service buffet. The food may be prepared on site, made buffet. The food may be prepared on site, made completely at the event, or the caterer may choose to completely at the event, or the caterer may choose to bring prepared food and put the finishing touches on bring prepared food and put the finishing touches on once they arrive. This service is typically provided at once they arrive. This service is typically provided at banquets, conventions and weddings.banquets, conventions and weddings.

Industrial catering.Industrial catering.• Industrial catering includes providing food for Industrial catering includes providing food for

airline passengers, schools, prisons and other airline passengers, schools, prisons and other institutional settings. It can include contract institutional settings. It can include contract management of client foodservice facilities.management of client foodservice facilities.

Who is a good caterer?Who is a good caterer?• A caterer is expected to A caterer is expected to know not just food know not just food

preparation, but how to make it attractive.preparation, but how to make it attractive. Catering companies have moved towards full-Catering companies have moved towards full-service, taking charge not only of food service, taking charge not only of food preparation, but also decorations, such as table preparation, but also decorations, such as table settings or lightning. Food is still a focal point, but settings or lightning. Food is still a focal point, but it is also part of a broader “mission”. With the it is also part of a broader “mission”. With the correct atmosphere, professional event caterers correct atmosphere, professional event caterers can bring clients satisfaction of all the senses in a can bring clients satisfaction of all the senses in a way that makes an event special and memorable.way that makes an event special and memorable.

• A successful caterer shouldA successful caterer should::• develop his food preparation skillsdevelop his food preparation skills• plan menus for the different types of events he plan menus for the different types of events he

would like to cater (buffet, formal dinner, cocktail would like to cater (buffet, formal dinner, cocktail party, etc.)party, etc.)

• set up his own recipe catalogueset up his own recipe catalogue• create a business plan create a business plan • get start-up financing for his businessget start-up financing for his business• have management skillshave management skills• manage a cooking and serving staffmanage a cooking and serving staff• have organizational skills have organizational skills • have strong interpersonal, particularly listening have strong interpersonal, particularly listening

skillsskills• gently guide people to decisions that will benefit gently guide people to decisions that will benefit

the eventthe event

• In their first few years in catering many find that In their first few years in catering many find that talenttalent only only gets you so far. “You can have dozens of clients and the gets you so far. “You can have dozens of clients and the best products”, told us a long-time caterer, “and you can best products”, told us a long-time caterer, “and you can still loose lot of money...”. Management skills are critical, still loose lot of money...”. Management skills are critical, for those who wish to keep their catering concerns solvent.for those who wish to keep their catering concerns solvent.

• Of vital importance to anyone who wants to become a good Of vital importance to anyone who wants to become a good caterer is caterer is getting experience getting experience as frequently as possible, as frequently as possible, trough training courses, volunteer work or paid trough training courses, volunteer work or paid experiences.experiences.

• There are There are no specific educational requirementsno specific educational requirements for for becoming a caterer, though many choose to attend a becoming a caterer, though many choose to attend a vocational school (“Istituto Professionale Alberghiero”) to vocational school (“Istituto Professionale Alberghiero”) to learn the basics of certain schools of cooking, restaurant learn the basics of certain schools of cooking, restaurant management, finance, etc.management, finance, etc.

• Those who didn’t attend any special schools should have Those who didn’t attend any special schools should have some type of professional food preparation experience: some type of professional food preparation experience: cooking and serving food for large numbers of people in a cooking and serving food for large numbers of people in a limited time frame is a skill to be learned.limited time frame is a skill to be learned.

• Lots of catering services are owner-run, because after years Lots of catering services are owner-run, because after years of experience in the sector many caterers try to start an of experience in the sector many caterers try to start an own catering business. This implies, caterers have to own catering business. This implies, caterers have to enlarge and improve their abilities and:enlarge and improve their abilities and:

• Decide which services to offer (mobile catering, full-service Decide which services to offer (mobile catering, full-service catering, ....)catering, ....)

• Plan specific menus for different eventsPlan specific menus for different events• Decide what sort of equipment and supplies you need for Decide what sort of equipment and supplies you need for

your catering business (dishes, silverware, glassware, etc.)your catering business (dishes, silverware, glassware, etc.)• Learn how to do a client consultationLearn how to do a client consultation• Set pricesSet prices• Prepare a catering estimate (including how to deal with Prepare a catering estimate (including how to deal with

possible food price fluctuations)possible food price fluctuations)• Prepare a catering contractPrepare a catering contract• Learn how to market your catering business (including how Learn how to market your catering business (including how

to create a marketing plan)to create a marketing plan)• Arrange the transport of prepared foodArrange the transport of prepared food• The main professional figures in the sector “catering” we The main professional figures in the sector “catering” we

found particularly interesting are: food and beverage found particularly interesting are: food and beverage manager, cook and maître.manager, cook and maître.

• The food and beverage manager.The food and beverage manager.• He holds the organization, management and He holds the organization, management and

coordination of all the activities connected with coordination of all the activities connected with catering, regarding the economical resources, the catering, regarding the economical resources, the services and the staff. If this figure works in hotels services and the staff. If this figure works in hotels with restaurants, he has to carry out also the with restaurants, he has to carry out also the coordination activity between kitchen, restaurant, hall coordination activity between kitchen, restaurant, hall and bar, in cooperation with the services’ leaders.and bar, in cooperation with the services’ leaders.

• Tasks:Tasks:• Define the use of the space (for ex. for a banquet)Define the use of the space (for ex. for a banquet)• Test the compatibility between quality, price and Test the compatibility between quality, price and

serviceservice• Decide the furniture you needDecide the furniture you need• Take under control the price of the foodTake under control the price of the food• Coordinate all the sectorsCoordinate all the sectors• Decide daily menus with the cookDecide daily menus with the cook

• Skills:Skills:

• Communicative competencesCommunicative competences

• Knowledge of marketingKnowledge of marketing

• Practical knowledge of food Practical knowledge of food preparationpreparation

• Cooperative competencesCooperative competences

• Use of I.T.Use of I.T.

• ChefChef• He or she is the person who takes care of food He or she is the person who takes care of food

preparation in the catering structure. The preparation in the catering structure. The “chef” is the person in charge of coordination “chef” is the person in charge of coordination activities in the kitchen and has the task of activities in the kitchen and has the task of supervising and organising the cooker’s job.supervising and organising the cooker’s job.

• He has to guarantee the menu’s quality He has to guarantee the menu’s quality together with the food and beverage together with the food and beverage manager. manager.

• Skills:Skills:• Know how to cook and conserve the foodKnow how to cook and conserve the food• Know how to use the new kitchen’s Know how to use the new kitchen’s

instrumentsinstruments• Learn notions about nourishmentLearn notions about nourishment• Manage the staffManage the staff• Collaborate with the staffCollaborate with the staff

• Maître.Maître.• He works in high class restaurants, he is responsible He works in high class restaurants, he is responsible

for the coordination of every activity in the dining for the coordination of every activity in the dining room. He supervises and organizes the activities of room. He supervises and organizes the activities of the waiters, he receives customers.the waiters, he receives customers.

• Skills:Skills:• Receive the customersReceive the customers• Plan the menusPlan the menus• Take care of room decorationTake care of room decoration• Give tasks to waiters and plan working timeGive tasks to waiters and plan working time• Control ordersControl orders• Manage customers’ difficultiesManage customers’ difficulties• Tasks:Tasks:• Managerial and organisational abilitiesManagerial and organisational abilities• Communicative competencesCommunicative competences• Ability to achieve the role of leadershipAbility to achieve the role of leadership• Decision-making autonomyDecision-making autonomy• Sensibility and psychological abilitiesSensibility and psychological abilities

• Looking for information about Looking for information about the job profile “caterer”...the job profile “caterer”...

• In order to analyse the main items of In order to analyse the main items of the above mentioned job profile, we the above mentioned job profile, we devised a devised a questionnaire for long-questionnaire for long-time employees/supervisorstime employees/supervisors in in the named sector and filmed an the named sector and filmed an interview with a caterer who is interview with a caterer who is running a Catering Business in our running a Catering Business in our area.area.

• We asked him following questions:We asked him following questions:

1. Could you please introduce yourself?1. Could you please introduce yourself?2. As you know, we're working on a Comenius Project called "Serjo: 2. As you know, we're working on a Comenius Project called "Serjo:

new trends in service jobs", and we're searching some new trends in service jobs", and we're searching some information concerning the job as "caterer". Could you explain information concerning the job as "caterer". Could you explain us what this job is about?us what this job is about?

3. How is this figure important in Italy and above all in our region?3. How is this figure important in Italy and above all in our region?4. Why did you start this kind of job? What sort of motivation did 4. Why did you start this kind of job? What sort of motivation did

you have?you have?5. We found on the Internet that there are different types of 5. We found on the Internet that there are different types of

catering: mobile, event and industrial catering. Do you know if catering: mobile, event and industrial catering. Do you know if we have the same services in Tuscany? Which are the most we have the same services in Tuscany? Which are the most popular?popular?

6. When you started this job what sort of skills did you need to 6. When you started this job what sort of skills did you need to have? have?

Are they different from now?Are they different from now?7. What qualifications are requested nowadays? What qualifications 7. What qualifications are requested nowadays? What qualifications

were you were you asked when you were employed?asked when you were employed?8. Was and is the language one of the required qualifications? 8. Was and is the language one of the required qualifications?

Which language in particular?Which language in particular?9. Do training forms regarding this job exist? If not, how does your 9. Do training forms regarding this job exist? If not, how does your

staff form?staff form?10. Regarding the last question, how was the situation some years 10. Regarding the last question, how was the situation some years

ago? Did young employees have the opportunity to follow ago? Did young employees have the opportunity to follow training courses?training courses?

11. Is it necessary to follow some updating courses while 11. Is it necessary to follow some updating courses while working? Are these courses paid by your society?working? Are these courses paid by your society?

12. Do new technologies have an important role in your 12. Do new technologies have an important role in your sector? Are computer competences today more useful than sector? Are computer competences today more useful than in the past?in the past?

13. What behaviour must be kept while working?13. What behaviour must be kept while working?14. Are there in your opinion personal skills that make the 14. Are there in your opinion personal skills that make the

difference between a good and a bad caterer?difference between a good and a bad caterer?15. What kind of expectations did employees of this sector 15. What kind of expectations did employees of this sector

have in the past and are they the same today? have in the past and are they the same today? 16. What are in your experience the main reasons of a failure 16. What are in your experience the main reasons of a failure

in your activity?in your activity?17. Do you know if women have the same chances as men to 17. Do you know if women have the same chances as men to

be employed in this sector? be employed in this sector? 18. Could you compare job conditions nowadays to 18. Could you compare job conditions nowadays to

employees' quality of life in the past?employees' quality of life in the past?19. What could you suggest to young people who want to start 19. What could you suggest to young people who want to start

this activity?this activity?20. Are there in your opinion areas of your activity as caterer 20. Are there in your opinion areas of your activity as caterer

in Tuscany that should be more supported or fostered?in Tuscany that should be more supported or fostered?

• Mister Portaluppi is the manager of COALVE, which is a Mister Portaluppi is the manager of COALVE, which is a company working in the catering service sector.company working in the catering service sector.

• The Company distributes products, receives orders from The Company distributes products, receives orders from customers and in the agreed time it delivers goods.customers and in the agreed time it delivers goods.

• COALVE has a 2000 m2 warehouse, it distributes 4000 COALVE has a 2000 m2 warehouse, it distributes 4000 products, has 11 motor vehicles and serves 1000 local products, has 11 motor vehicles and serves 1000 local customers in Versilia (from Torre del Lago to Massa customers in Versilia (from Torre del Lago to Massa including part of Lucca).including part of Lucca).

• Some years ago a group of managers created a cooperative Some years ago a group of managers created a cooperative company to solve the national distribution problems in the company to solve the national distribution problems in the catering sector, offering instead a local service.catering sector, offering instead a local service.

• Now the company has 200 members, 5 promoters and 45 Now the company has 200 members, 5 promoters and 45 employees. The number of employees increases during the employees. The number of employees increases during the summer, because customers have more problems in finding summer, because customers have more problems in finding products directly from the industries.products directly from the industries.

• The company’s customers are hotels, restaurants, bars, The company’s customers are hotels, restaurants, bars, pubs, night clubs…pubs, night clubs…

• Mister Portaluppi says that the idea to create this company Mister Portaluppi says that the idea to create this company came from local needs and requests. came from local needs and requests.

• He immediately loved this job, because it was new, He immediately loved this job, because it was new, interesting and he could get satisfaction.interesting and he could get satisfaction.

• To become a caterer in Italy is not necessary to attend To become a caterer in Italy is not necessary to attend training courses. However the company COALVE organizes training courses. However the company COALVE organizes training courses and meetings into the company for training courses and meetings into the company for trainees or young employees.trainees or young employees.

• Outside the company’s employees attend sometimes Outside the company’s employees attend sometimes training courses paid by the company, about security training courses paid by the company, about security legislation and health laws.legislation and health laws.

• Nowadays there are no differences in employment of Nowadays there are no differences in employment of women or men, because women can work better and safely women or men, because women can work better and safely thanks to machines and technology.thanks to machines and technology.

• The knowledge of foreign languages is not necessary, The knowledge of foreign languages is not necessary, because the company works especially in a local area.because the company works especially in a local area.

• I.T. competences are, on the contrary, very important I.T. competences are, on the contrary, very important because trough computers you can get information about because trough computers you can get information about statistics, about changes in the service sector, and PC allow statistics, about changes in the service sector, and PC allow a better relationship between customers and company.a better relationship between customers and company.

• Mister Portaluppi says that the job profile “caterer” is Mister Portaluppi says that the job profile “caterer” is becoming very important in our area and young clerks who becoming very important in our area and young clerks who work well and are interested in this sector activity will have work well and are interested in this sector activity will have in future good career opportunities, but , attention, in future good career opportunities, but , attention, dedication and self consciousness are required.dedication and self consciousness are required.

• About the job profile “caterer”, the manager distinguishes About the job profile “caterer”, the manager distinguishes his activity in “mobile”, “event” and “industrial catering”.his activity in “mobile”, “event” and “industrial catering”.

• The “real” catering is the organization of events, food’s The “real” catering is the organization of events, food’s production and distribution. Industrial catering interacts production and distribution. Industrial catering interacts with the production and has different and specific with the production and has different and specific requirements.requirements.

• Until some years ago the company’s employees worked Until some years ago the company’s employees worked physically hard.physically hard.

• Today new technologies and modern machines (f. ex. Today new technologies and modern machines (f. ex. elevators) allow to work more easily and to have more elevators) allow to work more easily and to have more security.security.

• In the last years the activity in this service sector in Versilia In the last years the activity in this service sector in Versilia has become seasonal.has become seasonal.

• About the job’s behaviour, a caterer has to be “perfect”, About the job’s behaviour, a caterer has to be “perfect”, that is, he has to solve customers’ problems, and to give that is, he has to solve customers’ problems, and to give customers suggestions about the products.customers suggestions about the products.

• The caterer’s activity is also creative. Mr. Portaluppi offers The caterer’s activity is also creative. Mr. Portaluppi offers Italian local products but he also imports meat from Italian local products but he also imports meat from Germany, Brazil and fish from Spain.Germany, Brazil and fish from Spain.

• Cleanliness, autonomy and commonsense are very Cleanliness, autonomy and commonsense are very important.important.

Brief summary of the Brief summary of the Questionnaire for Questionnaire for

Trainees/Junior ClerksTrainees/Junior Clerks

CatererCaterer

• We also devised a We also devised a questionnaire for trainees/junior clerksquestionnaire for trainees/junior clerks and distributed it to 10 people. This was our text: and distributed it to 10 people. This was our text:• Questionnaire for trainees/ junior clerksQuestionnaire for trainees/ junior clerks• 1) Are you: 1) Are you: • MaleMale• FemaleFemale• 2) How old are you?2) How old are you?• 17-2017-20• 21-2321-23• 24-2524-25• over 25over 25• 3) What kind of school did you attend?3) What kind of school did you attend?• A High-SchoolA High-School• A Vocational SchoolA Vocational School• A Technical SchoolA Technical School• Something else...............Something else...............• 4) Did you attend the University?4) Did you attend the University?• Yes. Faculty:......................Yes. Faculty:......................• NoNo• Only for a short timeOnly for a short time• 5) Where did you find information about your job?5) Where did you find information about your job?• Reading newspapers Reading newspapers • Thanks to friends Thanks to friends • At the University At the University • Something else.............Something else.............• 6) 6) Did you have to attend some training courses before beginning your job?Did you have to attend some training courses before beginning your job?• Yes, oneYes, one• Yes, more than oneYes, more than one• NoNo• 6.1) If yes, in which area?6.1) If yes, in which area?• Use of foreign languagesUse of foreign languages• Information technology (I.T.) Information technology (I.T.) • Safety lawsSafety laws• Health lawsHealth laws• Something else..........Something else..........• 7) How did you choose your training course/your job?7) How did you choose your training course/your job?• Thanks to:Thanks to:• The school tutorThe school tutor• The company, where I’m workingThe company, where I’m working• My own interests/motivationsMy own interests/motivations• My own C.V.My own C.V.• Something else............Something else............• 8) Which was the role of your company tutor during the training course?8) Which was the role of your company tutor during the training course?• Defining and structuring the “training project”Defining and structuring the “training project”• Defining and structuring the “training project” together with the school tutorDefining and structuring the “training project” together with the school tutor• Supervising the stage activitySupervising the stage activity• Assuring the achievement of the goals expected from the “training project”Assuring the achievement of the goals expected from the “training project”

• 9) What are your main tasks?9) What are your main tasks?• Answering the phoneAnswering the phone• Showing brochuresShowing brochures• Booking Booking • Collaborating with the supervisorCollaborating with the supervisor• Something else.................Something else.................• 10) How many hours do you work daily?10) How many hours do you work daily?• 2-4 hours 2-4 hours • 4-6 hours4-6 hours• 6-8 hours6-8 hours• More than 8 hoursMore than 8 hours• 11) Which personal skill is fundamental in your activity?11) Which personal skill is fundamental in your activity?• PolitenessPoliteness• Self controlSelf control• Self consciousnessSelf consciousness• InventivenessInventiveness• AutonomyAutonomy• Something else.................Something else.................• 12) 12) Which competences are you developing most during your activity?Which competences are you developing most during your activity?• Communicative competencesCommunicative competences• Cooperative competencesCooperative competences• AutonomyAutonomy• Competences in foreign languagesCompetences in foreign languages• Competences in I.T.Competences in I.T.• Something else............Something else............• 13) What sort of relationship do you have with your colleagues?13) What sort of relationship do you have with your colleagues?• Friendly Friendly • GoodGood• Not so good Not so good • RegardlessRegardless• 14) If you should describe your workplace, which adjective would you choose among these below?14) If you should describe your workplace, which adjective would you choose among these below?• CosyCosy• Technological Technological • Cold Cold • Something else.................Something else.................• 15) Which foreign languages can you speak?15) Which foreign languages can you speak?• English English • German German • FrenchFrench• SpanishSpanish• Something else...............Something else...............• 16) Which of the languages below is the most used in your job? 16) Which of the languages below is the most used in your job? • ( 1= the most used….4= less used) ( 1= the most used….4= less used) • EnglishEnglish• GermanGerman• FrenchFrench• SpanishSpanish

• 17) How do you judge competences in foreign languages in your job?17) How do you judge competences in foreign languages in your job?• NecessaryNecessary• Important, but not necessaryImportant, but not necessary• Sometimes usefulSometimes useful• Not importantNot important• Something else....................Something else....................• 18) Are information technology (I.T.) skills requested for your job?18) Are information technology (I.T.) skills requested for your job?• Yes Yes • NoNo• I don’t knowI don’t know• 19) Which of these programs do you use most at work?19) Which of these programs do you use most at work?• ExcelExcel• AccessAccess• Power PointPower Point• WordWord• Internet ExplorerInternet Explorer• Something else.............Something else.............• 20) Which of these contracts are you employed with?20) Which of these contracts are you employed with?• Training contractTraining contract• Project contractProject contract• Temporary contract Temporary contract • Something else..............Something else..............• 21) Are you satisfied with your training course/your job?21) Are you satisfied with your training course/your job?• YesYes• Not so muchNot so much• Absolutely notAbsolutely not

Female

Male

AgeAge

17-20

21-23

24-25

Over 25

Attended SchoolsAttended Schools

02468

101214161820

AttendedSchools

High School

VocationalSchool

University FrequencyUniversity Frequency

Only For A Short Time

No

Training CoursesTraining Courses

Yes, One

Yes, More Than One

No

TasksTasks

Answering The Phone

Showing Brochures

Booking

Collaborating with theSupervisor

Something else

Languages CompetencesLanguages Competences

0

1

2

3

4

5

6

7

8

En

glis

h

Ge

rma

n

Fre

nc

h

Sp

an

ish

So

me

thin

ge

lse

Personal SkillsPersonal Skills

0123456789

10

Po

liteness

Self co

ntro

l

Self

con

sciou

sness

Inven

tiveness

Au

ton

om

y

So

meth

ing

else

Relationship with ColleguesRelationship with Collegues

Friendly

Good

Not so good

regardless

Importance of Languages

0

5

10

15

20

25

30

35

40

Importance of Languages

Sometimes usefulImportant

Excel

Access

Power Point

Word

Internet Explorer

Something else

Computer Skills

TRAVEL AGENTTRAVEL AGENT

TRAVEL AGENTTRAVEL AGENT

Nature of the workNature of the work• Constantly changing airfares, thousands of Constantly changing airfares, thousands of

available vacation packages, and a vast available vacation packages, and a vast amount of travel information on the amount of travel information on the Internet can make travel planning Internet can make travel planning frustrating and time consuming. To sort frustrating and time consuming. To sort out the many travel options, tourists and out the many travel options, tourists and business people often turn to travel business people often turn to travel agents, who assess their needs and help agents, who assess their needs and help them make the best possible travel them make the best possible travel arrangements.arrangements.

• Travel agents give advice on destinations and make Travel agents give advice on destinations and make arrangements for transportation, hotel arrangements for transportation, hotel accommodations, car rentals, tours and recreation. accommodations, car rentals, tours and recreation.

• They also may advise on weather conditions, They also may advise on weather conditions, restaurants, and tourist attractions.restaurants, and tourist attractions.

• Moreover agents advise international travellers on Moreover agents advise international travellers on customs regulations, required papers (passports customs regulations, required papers (passports and visas, certificates of vaccination) and money and visas, certificates of vaccination) and money exchange rates.exchange rates.

• Travel agents consult a variety of published and Travel agents consult a variety of published and computer-based sources for information on computer-based sources for information on departure and arrival times, fares and hotel departure and arrival times, fares and hotel accommodations.accommodations.

• They may visit hotels, resorts and restaurants to They may visit hotels, resorts and restaurants to evaluate comfort, cleanliness and quality of food evaluate comfort, cleanliness and quality of food and service so that they can base and service so that they can base recommendations on their own travel experiences. recommendations on their own travel experiences.

• Who is a good travel agent?Who is a good travel agent?• A good travel agent should:A good travel agent should:• Know at least two foreign languages: English and Know at least two foreign languages: English and

German/French/SpanishGerman/French/Spanish• Have good communicative competencesHave good communicative competences• Give clients advice on destinations Give clients advice on destinations • Make arrangements for transportation, hotel Make arrangements for transportation, hotel

accommodations, tours etc...accommodations, tours etc...• Organize and book people’s travels or holidaysOrganize and book people’s travels or holidays• Have management skillsHave management skills• Have cooperative competencesHave cooperative competences• Promote services using marketing, mails, InternetPromote services using marketing, mails, Internet• Assess the needs of touristsAssess the needs of tourists• Have good competences in geographyHave good competences in geography• Have good or very good I.T. competencesHave good or very good I.T. competences• Have/Make personal travel experiencesHave/Make personal travel experiences

• The minimum requirement for those interested in The minimum requirement for those interested in becoming a travel agent is a becoming a travel agent is a school diploma. school diploma. Technology and computerizationTechnology and computerization have increased the have increased the training needs and many employers prefer applicants training needs and many employers prefer applicants with more education. Sometimes employers require with more education. Sometimes employers require a background in fields such as computer science, a background in fields such as computer science, geography, communication, specific foreign geography, communication, specific foreign languages (such as Russian in our area) and world languages (such as Russian in our area) and world history. Courses in accounting and business history. Courses in accounting and business management also are important, especially for those management also are important, especially for those who expect to manage or start they own travel who expect to manage or start they own travel agencies.agencies.

• Agents who specialize in business travel must work Agents who specialize in business travel must work quickly and efficiently because business travel often quickly and efficiently because business travel often must be arranged on short notice. As the Internet must be arranged on short notice. As the Internet has become an important instrument for making has become an important instrument for making travel arrangements, more travel agencies are using travel arrangements, more travel agencies are using websites to provide their services to clients.websites to provide their services to clients.

• Continuing educationContinuing education is a critical point: the is a critical point: the abundance of travel information available trough abundance of travel information available trough Internet and other sources has created a more Internet and other sources has created a more informed customer who wants to deal with an expert informed customer who wants to deal with an expert when choosing a travel agent.when choosing a travel agent.

• Specialized business travel agentSpecialized business travel agent• He/She plans touristic assistance and He/She plans touristic assistance and

consultation, manages booking and dealings with consultation, manages booking and dealings with transport companies and receptive structures, transport companies and receptive structures, uses informative systems, develops personalized uses informative systems, develops personalized travel projects and fixes the service price.travel projects and fixes the service price.

• Skills: Skills: • Knowledge of foreign languages: Knowledge of foreign languages:

English+German/French/SpanishEnglish+German/French/Spanish• Communicative abilitiesCommunicative abilities• Organizational competencesOrganizational competences• Interpersonal skillsInterpersonal skills• Computer competencesComputer competences• Sales competencesSales competences• PatiencePatience• AccuracyAccuracy• CreativityCreativity• Ability to gain the confidence of clientsAbility to gain the confidence of clients

• Tasks:Tasks:

• Offer assistance to the clientsOffer assistance to the clients

• Give advices and suggestionsGive advices and suggestions

• Deal with receptive structuresDeal with receptive structures

• Promote personalized projectsPromote personalized projects

• Offer the best opportunities to the Offer the best opportunities to the costumerscostumers

• Confer with clientsConfer with clients

• Contact airlines and hotels for travel Contact airlines and hotels for travel arrangementsarrangements

• Promote group toursPromote group tours

• AGENT IN NATURALISTIC TOURISMAGENT IN NATURALISTIC TOURISM

• An employee in this sector manages An employee in this sector manages services to promote the naturalistic services to promote the naturalistic tourism.tourism.

• He/she organizes events, exhibitions, and He/she organizes events, exhibitions, and everything that can foster the education everything that can foster the education and the formation of tourists concerning and the formation of tourists concerning culture and environment.culture and environment.

• He/she organizes itineraries, excursions, He/she organizes itineraries, excursions, activities of environmental education. activities of environmental education.

• He/she is a “trait union” between He/she is a “trait union” between operators and receptive structures.operators and receptive structures.

• QUALIFIED TRAVEL AGENT IN QUALIFIED TRAVEL AGENT IN CULTURAL PLANNING AND CULTURAL PLANNING AND PROMOTIONPROMOTION

• An employee in this area works for An employee in this area works for tour operators and offers assistance tour operators and offers assistance to tourists.to tourists.

• He/she conceives, plans, carries out, He/she conceives, plans, carries out, tests and promotes new touristic tests and promotes new touristic national and international products.national and international products.

• He/she evaluates the economical He/she evaluates the economical aspects of travels and calculates the aspects of travels and calculates the fares and prices of transports, hotels, fares and prices of transports, hotels, cultural and receptive activities.cultural and receptive activities.

• What are opportunities like for travel agents?What are opportunities like for travel agents?• The Internet increasingly allows people to access The Internet increasingly allows people to access

travel information from their personal computers, travel information from their personal computers, enabling them to research and plan their own trips, enabling them to research and plan their own trips, make their own reservations and travel make their own reservations and travel arrangements and purchase their own tickets. As a arrangements and purchase their own tickets. As a result, demand will decline for travel agents who result, demand will decline for travel agents who simply take orders, such as booking tickets for a simply take orders, such as booking tickets for a specified date and time.specified date and time.

• Opportunities may be better for agents who Opportunities may be better for agents who specialize in specific destinations, luxury travel, or specialize in specific destinations, luxury travel, or particular types of travellers such as groups with a particular types of travellers such as groups with a special interest or hobby.special interest or hobby.

• Spending on tourism and travel is expected to Spending on tourism and travel is expected to increase over the next decade: creative and increase over the next decade: creative and specialized travel agencies could be a good specialized travel agencies could be a good opportunity for young people who are interested in opportunity for young people who are interested in this service sector.this service sector.

•

• Looking for information about the Looking for information about the job profile “travel Agent”...job profile “travel Agent”...

• In order to analyse the main items of In order to analyse the main items of the above mentioned job profile, we the above mentioned job profile, we devised a devised a questionnaire for long-questionnaire for long-time employees/supervisorstime employees/supervisors in the in the named sector and filmed an interview named sector and filmed an interview with a travel agent who is running a with a travel agent who is running a travelling agency in our area.travelling agency in our area.

• We asked her the following questions:We asked her the following questions:

1)1) Could you please introduce yourself?Could you please introduce yourself?2)2) Could you talk about your job presenting your Could you talk about your job presenting your

agency?agency?3)3) What personal skills are required for this job?What personal skills are required for this job?4)4) How was the situation some years ago? Did you How was the situation some years ago? Did you

require the same competences?require the same competences?5)5) How old are your employees? Has the majority How old are your employees? Has the majority

of your employees a University degree or a of your employees a University degree or a school diploma?school diploma?

6)6) Regarding the last question, could you compare Regarding the last question, could you compare the required cultural level nowadays with some the required cultural level nowadays with some years ago?years ago?

7)7) Are there in your staff more women or men?Are there in your staff more women or men?8)8) Has the number of women increased during the Has the number of women increased during the

last years?last years?9)9) If your employees haven’t enough practical If your employees haven’t enough practical

experience in their job, how can they get it?experience in their job, how can they get it?10)10)Do you offer further training? If yes, in which Do you offer further training? If yes, in which

area?area?

11)11)Do your employees have to pay for these further Do your employees have to pay for these further courses or is the agency to pay for them?courses or is the agency to pay for them?

12)12)What kind of expectations did trainees or young What kind of expectations did trainees or young employees have in the past?employees have in the past?

13)13)Do you think it’s the same today?Do you think it’s the same today?14)14)Do employees prefer par-time or full-time job? Why?Do employees prefer par-time or full-time job? Why?15)15)Is the knowledge of foreign languages important for Is the knowledge of foreign languages important for

your job profile? And which is or are the most useful?your job profile? And which is or are the most useful?16)16)What is the role of new technology in your sector?What is the role of new technology in your sector?17)17)Was it some years ago important as well?Was it some years ago important as well?18)18)Do your employees have career opportunities or could Do your employees have career opportunities or could

they obtain some sort of economical gratification? And they obtain some sort of economical gratification? And if yes, when?if yes, when?

19)19)What could you suggest to students who want in What could you suggest to students who want in future to become travel agents?future to become travel agents?

20)20)How do you imagine the development of travel How do you imagine the development of travel agencies’ activity in our region? Are there in your agencies’ activity in our region? Are there in your opinion some areas in your sector we should support opinion some areas in your sector we should support more?more?

• Mrs. Ines Rosellini is the owner of the travel agency Mrs. Ines Rosellini is the owner of the travel agency “VET” in Forte dei Marmi. She has worked in the “VET” in Forte dei Marmi. She has worked in the tourism service sector for 40 years. She was born in tourism service sector for 40 years. She was born in Switzerland and came to Italy 1965, working for a Switzerland and came to Italy 1965, working for a Swiss Tour Operator. At the same time she Swiss Tour Operator. At the same time she collaborated with VET some hours a day. At the collaborated with VET some hours a day. At the beginning of her job, she had to travel a lot around beginning of her job, she had to travel a lot around the world and she learnt about tourism from the the world and she learnt about tourism from the first step. She had contacts with clients, she gave first step. She had contacts with clients, she gave them assistance for their travels and she travelled them assistance for their travels and she travelled with them as tour leader. with them as tour leader.

• In her opinion the organization in this sector is very In her opinion the organization in this sector is very important: you have to be organized and to know important: you have to be organized and to know all about the country where you are.all about the country where you are.

• The 2 offices of VET travel agency offer different The 2 offices of VET travel agency offer different services, from air tickets, to railways tickets to services, from air tickets, to railways tickets to reservations for meetings, seminars and special reservations for meetings, seminars and special groups. The activity in this sector was very good groups. The activity in this sector was very good until 11 September 2001. After this time travels until 11 September 2001. After this time travels have changed in the world.have changed in the world.

• About About personal skillspersonal skills that travel agents should that travel agents should have, Mrs. Rosellini thinks, languages and have, Mrs. Rosellini thinks, languages and computer competences are absolutely important, computer competences are absolutely important, in particularly you have to be good in speaking. in particularly you have to be good in speaking. To be a travel agent you have to be ready to To be a travel agent you have to be ready to travel everywhere and always.travel everywhere and always.

• The most useful foreign languages for the work in The most useful foreign languages for the work in Italy are English and German. In the incoming Italy are English and German. In the incoming sector you have to know all the three languages, sector you have to know all the three languages, otherwise you need Italian and English. French is otherwise you need Italian and English. French is optional, because there are few French tourists in optional, because there are few French tourists in our area. It would be perfect to know also Russian our area. It would be perfect to know also Russian and Chinese, because we have a lot of tourists and Chinese, because we have a lot of tourists from these countries.from these countries.

• Computer competences are really necessary Computer competences are really necessary today: the biggest change in the last 10 years has today: the biggest change in the last 10 years has been Internet.been Internet.

• The employees in this service sector are mostly The employees in this service sector are mostly women and only a few are very young. Mrs. Rosellini, women and only a few are very young. Mrs. Rosellini, for example, would like to have young employees, but for example, would like to have young employees, but she finds it difficult, because after the first step, that she finds it difficult, because after the first step, that is a “stage” in a travel agency, lots of young people is a “stage” in a travel agency, lots of young people give up, because the work is hard. To form people to give up, because the work is hard. To form people to work in a travel agency takes 2, 2 ½ years.work in a travel agency takes 2, 2 ½ years.

• Most of the employees have a school Diploma, not a Most of the employees have a school Diploma, not a University degree, but even a good school Diploma is University degree, but even a good school Diploma is not enough to become a good travel agent. Some of not enough to become a good travel agent. Some of the VET employees worked as interpreters and made the VET employees worked as interpreters and made examinations for this qualification.examinations for this qualification.

• I.T. competences increased their importance in the I.T. competences increased their importance in the last years: today employees in the sector must have last years: today employees in the sector must have technological abilities, have to work with computer technological abilities, have to work with computer programs such as Windows, Mackintosh, Power Point.programs such as Windows, Mackintosh, Power Point.

• Young people interested in guiding tourists for Young people interested in guiding tourists for excursions have to know the area, study trips and excursions have to know the area, study trips and improve the use of the language.improve the use of the language.

• Mrs. Rosellini employees have mostly a full time job (8 Mrs. Rosellini employees have mostly a full time job (8 hours), 2 of them have a part-time contract (6 hours), hours), 2 of them have a part-time contract (6 hours), because they have little children, but Mrs. Rosellini because they have little children, but Mrs. Rosellini would prefer to have more employees with full time job.would prefer to have more employees with full time job.

• To young people who would like to become travel agent To young people who would like to become travel agent she suggests to try to get a “stage” in a good travel she suggests to try to get a “stage” in a good travel agency, working hard every day, studying a lot, also agency, working hard every day, studying a lot, also making mistakes.... It is possible, nowadays, to sign a making mistakes.... It is possible, nowadays, to sign a contract as “apprendista” (trainee) and to work in an contract as “apprendista” (trainee) and to work in an agency for 3/4 months. There are in Italy a lot of agency for 3/4 months. There are in Italy a lot of masters in languages, special courses, but the masters in languages, special courses, but the experience from the first step is much more useful!experience from the first step is much more useful!

• Employers normally like to grow up people “inside”, so Employers normally like to grow up people “inside”, so that they get the required formation, but sometimes that they get the required formation, but sometimes they need persons with basical experience, because the they need persons with basical experience, because the formation takes months and months and there are formation takes months and months and there are periods where employers can not have enough time to periods where employers can not have enough time to help and support young employees.help and support young employees.

• Speaking about the future of travel agencies Mrs. Speaking about the future of travel agencies Mrs. Rosellini thinks they should become travel Rosellini thinks they should become travel consulters in our area. It isn’t necessary anymore consulters in our area. It isn’t necessary anymore to have the railway services, for example, to have the railway services, for example, because young people will make railway services because young people will make railway services on Internet.on Internet.

• Booking air tickets is no more convenient for Booking air tickets is no more convenient for travel agencies, because they also have to pay travel agencies, because they also have to pay for reservations. However, there are still lot of for reservations. However, there are still lot of people who are afraid to use their credit card on people who are afraid to use their credit card on Internet.Internet.

• A good travel agent in our area, where there are A good travel agent in our area, where there are too many agencies, -tells us Mrs. Rosellini-, has to too many agencies, -tells us Mrs. Rosellini-, has to give a give a good servicegood service in every moment. Selling a in every moment. Selling a holiday as a final product, without knowing it holiday as a final product, without knowing it really well, is not enough, is not the activity of a really well, is not enough, is not the activity of a travel agency.travel agency.

Brief summary of the Brief summary of the Questionnaire for Questionnaire for

Trainees/Junior ClerksTrainees/Junior Clerks

Travel AgentTravel Agent

• We also devised a We also devised a questionnaire for trainees/junior clerksquestionnaire for trainees/junior clerks and distributed it to 10 people. This was our text: and distributed it to 10 people. This was our text:• Questionnaire for trainees/ junior clerksQuestionnaire for trainees/ junior clerks• 1) Are you: 1) Are you: • MaleMale• FemaleFemale• 2) How old are you?2) How old are you?• 17-2017-20• 21-2321-23• 24-2524-25• over 25over 25• 3) What kind of school did you attend?3) What kind of school did you attend?• A High-SchoolA High-School• A Vocational SchoolA Vocational School• A Technical SchoolA Technical School• Something else...............Something else...............• 4) Did you attend the University?4) Did you attend the University?• Yes. Faculty:......................Yes. Faculty:......................• NoNo• Only for a short timeOnly for a short time• 5) Where did you find information about your job?5) Where did you find information about your job?• Reading newspapers Reading newspapers • Thanks to friends Thanks to friends • At the University At the University • Something else.............Something else.............• 6) 6) Did you have to attend some training courses before beginning your job?Did you have to attend some training courses before beginning your job?• Yes, oneYes, one• Yes, more than oneYes, more than one• NoNo• 6.1) If yes, in which area?6.1) If yes, in which area?• Use of foreign languagesUse of foreign languages• Information technology (I.T.) Information technology (I.T.) • Safety lawsSafety laws• Health lawsHealth laws• Something else..........Something else..........• 7) How did you choose your training course/your job?7) How did you choose your training course/your job?• Thanks to:Thanks to:• The school tutorThe school tutor• The company, where I’m workingThe company, where I’m working• My own interests/motivationsMy own interests/motivations• My own C.V.My own C.V.• Something else............Something else............

• 8) Which was the role of your company tutor during the training course?8) Which was the role of your company tutor during the training course?• Defining and structuring the “training project”Defining and structuring the “training project”• Defining and structuring the “training project” together with the school tutorDefining and structuring the “training project” together with the school tutor• Supervising the stage activitySupervising the stage activity• Assuring the achievement of the goals expected from the “training project”Assuring the achievement of the goals expected from the “training project”• No roleNo role• Something else....................Something else....................•• 9) What are your main tasks?9) What are your main tasks?• Answering the phoneAnswering the phone• Showing brochuresShowing brochures• Booking Booking • Collaborating with the supervisorCollaborating with the supervisor• Something else.................Something else.................• 10) How many hours do you work daily?10) How many hours do you work daily?• 2-4 hours 2-4 hours • 4-6 hours4-6 hours• 6-8 hours6-8 hours• More than 8 hoursMore than 8 hours• 11) Which personal skill is fundamental in your activity?11) Which personal skill is fundamental in your activity?• PolitenessPoliteness• Self controlSelf control• Self consciousnessSelf consciousness• InventivenessInventiveness• AutonomyAutonomy• Something else.................Something else.................• 12) 12) Which competences are you developing most during your activity?Which competences are you developing most during your activity?• Communicative competencesCommunicative competences• Cooperative competencesCooperative competences• AutonomyAutonomy• Competences in foreign languagesCompetences in foreign languages• Competences in I.T.Competences in I.T.• Something else............Something else............• 13) What sort of relationship do you have with your colleagues?13) What sort of relationship do you have with your colleagues?• Friendly Friendly • GoodGood• Not so good Not so good • RegardlessRegardless• 14) If you should describe your workplace, which adjective would you choose among these below?14) If you should describe your workplace, which adjective would you choose among these below?• CosyCosy• Technological Technological • Cold Cold • Something else.................Something else.................

• 15) Which foreign languages can you speak?15) Which foreign languages can you speak?• English English • German German • FrenchFrench• SpanishSpanish• Something else...............Something else...............• 16) Which of the languages below is the most used in your job? 16) Which of the languages below is the most used in your job? • ( 1= the most used….4= less used) ( 1= the most used….4= less used) • EnglishEnglish• GermanGerman• FrenchFrench• SpanishSpanish• 17) How do you judge competences in foreign languages in your job?17) How do you judge competences in foreign languages in your job?• NecessaryNecessary• Important, but not necessaryImportant, but not necessary• Sometimes usefulSometimes useful• Not importantNot important• Something else....................Something else....................• 18) Are information technology (I.T.) skills requested for your job?18) Are information technology (I.T.) skills requested for your job?• Yes Yes • NoNo• I don’t knowI don’t know• 19) Which of these programs do you use most at work?19) Which of these programs do you use most at work?• ExcelExcel• AccessAccess• Power PointPower Point• WordWord• Internet ExplorerInternet Explorer• Something else.............Something else.............• 20) Which of these contracts are you employed with?20) Which of these contracts are you employed with?• Training contractTraining contract• Project contractProject contract• Temporary contract Temporary contract • Something else..............Something else..............• 21) Are you satisfied with your training course/your job?21) Are you satisfied with your training course/your job?• YesYes• Not so muchNot so much• Absolutely notAbsolutely not• 21.1) If not, what sort of difficulties do you have?21.1) If not, what sort of difficulties do you have?

Employees Employees

0 2 4 6 8 10

Male

Female

Age Age

0

1

2

3

4

5

6

7

17- 20 21- 23 24-25 Over 25

Attended SchoolsAttended Schools

0 1 2 3 4

Technical School

High School

School forinterpreters

University frequencyUniversity frequency

0

1

2

3

4

5

6

For a short time

No

Motivations Motivations

0 1 2 3 4

School Tutor

Company

Own interests

People who attended People who attended training courses before training courses before working working

Yes

No

Working Hours Working Hours

0

0,5

1

1,5

2

2,5

3

3,5

4

4,5

5

6-8h 4-6h More than 8h

Computer skillsComputer skills

0

1

2

3

4

5

6

7

Excel Word Internet Power Point

Developing Competences Developing Competences

0 1 2 3 4 5 6 7

Communicative

Cooperative

Autonomy

Foreign Languages

I.T

Language competences Language competences

0

1

2

3

4

5

6

7

English German French Spanish

Type of labor contract Type of labor contract

Unlimited Contracts

Temporary Contracts

We are very sorry that we didn’t make it to come over there in Romania.. Though we worked really hard to make this presentation come to an end. We hope to meet you next year here in Italy!! We wish you all the best Bye bye Francesca Serafini ,Veronica . Pasquini ,Franco Angelini , Irene Di Matteo , Francesco Lari , Martina Evani

CIAO!!!!!CIAO!!!!!