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Performing Skills in the Tourism Industry: A State-of-the-Art Analysis
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Author(s): Vasco Santos (Polytechnic Instuitute of Tomar, Portugal & ISLA Santarém, Portugal & GOVCOPP, Portugal & CITUR, Portugal), Bruno Barbosa Sousa (Polytechnic Institute of Cávado and Ave, Portugal & CiTUR, Portugal & UNIAG, Portugal), Rita Peres (School of Hospitality and Tourism of Estoril, ESTHE, Portugal & CiTUR, Portugal), Lara Bacalhau (Polytechnic University of Coimbra, Portugal & CEOS.PP Coimbra, Portugal), Isabel Reis (ISLA Santarém, Portugal & CEFAGE, Portugal), Marta Correia Sampaio (School of Management and Technologies, Polythecnic Institute of Santarém, Portugal & CEFAGE, Portugal), Filipa Martinho (ISLA Santarém, Portugal)and Ricardo Marcão (ISLA Santarém, Portugal)
Copyright: 2025
Pages: 16
Source title:
Evolving Strategies for Organizational Management and Performance Evaluation
Source Author(s)/Editor(s): Ricardo Marcão (ISLA Santarém, Portugal)and Vasco Santos (Institute Polytechnic of Tomar, Portugal)
DOI: 10.4018/979-8-3373-0149-5.ch023
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Abstract
This study examines key competencies in tourism, highlighting the balanced value of technical (hard) and interpersonal (soft) skills. In tourism, where customer interaction and cultural sensitivity are paramount, a multidimensional skill set enhances employability and organizational competitiveness. Findings show that technical skills, such as operational and financial expertise, are essential for efficiency yet insufficient alone to meet complex industry needs. Soft skills—communication, adaptability, teamwork, and problem-solving—are critical for customer satisfaction and positive client experiences. Moreover, competencies like emotional intelligence and leadership are vital in multicultural settings. The study suggests educational programs should integrate both skill types to better align with industry demands. This competency-based approach benefits not only tourism but also broader workforce development, promoting sustainable growth through adaptable, well-rounded professionals.
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