overview - austrade
TRANSCRIPT
Overview Malaysia’s Hospitality sector –experiencing positive growth
25.7 million tourist arrival in 2013
Generating RM65.44 billion in revenue
Above expectation exceeded target of RM65 billion
A 8.1% growth from RM60.56 billion in 2012
Represent an increase of RM4.89 billion or USD1.49 billion in foreign exchange
Overview Tourism is no. 6th largest contributor to Malaysian Economy
Contributing USD15.94 billion to Gross National Income (GNI) in 2013.
ASEAN market the largest contributor with 19.1 million or 74.3%
Next 3 biggest is China, India and GCC
2015 January to March tourist arrival 7,091,433 versus 6,482,696 same period in 2014
9th most travelled destination in the world
13th highest expenditure by visitors
Overview Strong government support recognized as one major industry in providing foreign exchange and most important employment tourism development is one of the key element of each development in Malaysia 9th & 10th Malaysian Plan, ETP, NTP, NPP LCCT, Trans Borneo Highway, MRT, Hi-speed train Price warfare in regional air travel All these expected to see positive growth MTTP has set up to push to achieve 36 million tourists by year 2020. A 46% increase over 24.6
million in 2010. Will generate up to RM150 billion in revenue from RM56.5 billion in 2010 Eyeing for a higher average spending of individual tourist in the future
Overview Significant contributor to M’sian economy
Tourism industry employed estimated 14% of work force.
Strain from regional market abroad where able to draw higher income.
Room Division projected need 328,100 employees by 2020
Compare to 108,541 in 2010
Food and Beverage target an increase of outlets by 76.1%
Project to employ 762,200 workers by 2020
Compare to 465,731 workers in 2010
Training Training in Tourism & Hospitality started late in M’sia UiTM in 1967, NPC follow suit Today many universities, colleges, higher learning institution under
Government ministries and private offer the program Skills department under the Ministry of Human Resources program such as
National Skills Certification from level 1 onwards. Institution Giat Mara, Kolej Komuniti, Polytechnic & other private academy
offering these certifications. Focus on skills competency and hands-on applications. Curriculum content relevant industry, build career path
MAH (Malaysian Association of Hotels)
MAHTEC, training arm of MAH is a training provider
Collaborating with hospitality training provider local and abroad on modules & program required by the industry.
Emphasis significantly on Technical skills and Soft skills.
Highlights Skills Development – essence to improve productivity
Effective Skills Development Systems – from training provider to industry
Skills Forecasting and Labour Market Information System – identify skills needed
Skills Deficiencies – critical areas/positions
Generic Skills Deficiencies
The Technical Skills and Soft Skills – what are the elements according to designation.
Skills Gap – closing the gap.
Skills challenge face by the industry
High turnover in these 2 sector Tourism & Hospitality.
Difficulties in recruiting and retaining skilled and talented local human capital.
Concern in engaging foreign labour in the industry.
Improper in closing the gap.
Significant deficiencies in foreign labour performance
Not very conversant in English
Language skills is the most common generic skills deficiencies
Current and potential collaboration with Training Provider MAH and MOHR The current MAH involvement with skills training program to ASEAN member of countries in
hospitality modules. Assist in formulating Test Project according to industry needs and practices for National Skills,
ASEAN Skills and World Skills Competition. Sources of new skills trend in the industry such as new systems, technology Information on industry activities to identify skills training modules. Skills department collaborating with international institution such as with TAFE Australia , the
reputable Melbourne Institute of Technology. Cross practical training placement with Tourism and Hospitality establishment in Australia and
ASEAN countries. Skills and competency attachment
AUSTRALIA – MALAYSIA VOCATIONAL EDUCATION AND TRAINING
FORUM 2015
Facts and Data of Malaysian Tourism and Hospitality Industry
Figure 1. Critical Job Areas by Technical Skills Requirements
High Low
Housekeeping Executive
Cashier Housekeeper
Financial Controller
Personnel Officer
Lobby Lounge Host TE
CH
NIC
AL
SK
ILLS
DEMAND
Figure 2. Critical Job Areas by Soft Skills Requirements
High Low
Housekeeping Executive
Cashier Housekeeper
Financial Controller
Personnel Officer
Lobby Lounge Host
SO
FT
SK
ILLS
DEMAND
Employee Profile for Critical Positions
ACCOMMODATION
Housekeeping
Executive
Housekeeper
Financial Controller
Lobby Lounge
Host / Hostess
Hotel Cashier
Personnel Officer
Qualification: SPM & below/ Certificate/ Diploma
Salary Range: RM2,300 to RM3,450
Min. Experience: 5 years
Qualification: SPM & below/ Certificate
Salary Range: RM1,050 to RM3,400
Min. Experience: 3 years & below
Qualification: Certificate/ Diploma/ Bachelor
Salary Range: RM3,400 to RM4,450
Min. Experience: 5 years & above
Qualification: SPM & below
Salary Range: RM2,250 to RM2,700
Min. Experience: 5 years
Qualification: SPM & below/ Certificate
Salary Range: RM1,300 to RM1,850
Min. Experience: 2 years & below
Qualification: Diploma/ Bachelor
Salary Range: RM1,850 to RM3,300
Min. Experience: 3 years & above
Table 1. Skills Requirements And Skills Gap Of Key Positions In Accommodation Subsector
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Operations Housekeeping Executive • Basic Accounting Skills
• Purchasing &
Inventory Skills
• Human Resource
Management Skills
• Guests Service Skills
• Equipment Operating
Skills
• Workplace Hazardous
Material Information
System
• Product Skills
• Problem Solving Skills
• Decision Making Skills
• Working with Others
• Administrative Skills
• Job Tasks Planning
• Supervision Skills
• Lack of human
resource
management skills
• Guests service skills
need to be improved
Operations Housekeeping • Bed Making Skills
• Equipment Operating
Skills
• Chemistry Knowledge
• Public Safety and
Security • Cleaning Skills
• Accountability
• Communication Skills
• Customer and
Personal Skills
• Organisation Skills
• Time Management
• Lack of
communication skills
• Time Management
Skills
Continue next page...
Table 1. Skills Requirements And Skills Gap Of Key Positions In Accommodation Subsector(Continued…)
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Operations Financial Controller • Information
Technology Skills
• Financial Skills
• Accounting Skills
• Budgeting
• Software Knowledge
• Commercial
Knowledge
• Management
Reporting
• Audit and
Compliance
• Team working
• Communication Skills
• Time Management
Skills
• Administration Skills
• Monitoring Skills
• Analytical Skills
• Improve on software
knowledge
• Constantly update on
commercial
knowledge
Operations Lobby Lounge
Host / Hostess
• Knowledge of Food
Industry
• Guests Service Skills
• Numeracy Skills
• Oral Communication
Skills
• Job Tasks Planning
• Working with Others
• Problem Solving Skills
• Decision Making Skills
• Significant Use of
Memory
• Supervision Skills
• Multitasking Skills
• Management Skills
• Lack of
communication skills
• Multitasking and time
management
Continue next page...
Table 1. Skills Requirements And Skills Gap Of Key Positions In Accommodation Subsector (Continued…)
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Operations Personnel Officer • Human Resource
Management Skills
• Labour Laws and
Regulations
Knowledge
• Communication Skills
• Writing Skills
• Negotiation Skills
• Interpersonal Skills
• Administrative Skills
• Critical Thinking Skills
• Communication skills
(both written and oral)
• Update on labour laws
and regulation
knowledge
Front Office Hotel Cashier • Mathematical Skills
• Customer Service Skills
• Tax Knowledge
• Currency Knowledge
• Language Skills
• Payment Knowledge
• Language Skills
• Payment Knowledge
• Information
Technology Skills
• Cash Handling Skills
• Literacy Skills
• Administrative Skills
• Organising Skills
• Improve customer
service skills
• Knowledge on
information
technology system
update
Figure 3. Analysis Of Supply And Demand For The Accommodation Services Sub-sector
0
50000
100000
150000
200000
250000
2012 2013 2014 2015 2016 2017 2018 2019 2020
Accommodation Services Manpower Supply & Demand
Targeted for NKEA Scenario 1 Scenario 2
2020 Demand (NKEA Targets): 208,680
Notes: 1 Scenario is the anticipated manpower supply that presumes successful rollouts of all the EPPs as well as Visit Malaysia Year 2014 and Visit Malaysia Year 2020 events; 2 Scenario 2 is the anticipated manpower supply Should “business remains as usual” and is based on growth recorded in past trends. Source: KPMG Analysis
Scenario 1: 176,162
Scenario 2: 132,804
Figure 6. Analysis Of Supply And Demand For Tourism Services Sub-sector
Notes: 1 Scenario is the anticipated manpower supply that presumes successful rollouts of all the EPPs as well as Visit Malaysia Year 2014 and Visit Malaysia Year 2020 events; 2 Scenario 2 is the anticipated manpower supply Should “business remains as usual” and is based on growth recorded in past trends. Source: KPMG Analysis
0
10000
20000
30000
40000
50000
60000
2012 2013 2014 2015 2016 2017 2018 2019 2020
Tourism Services Manpower Supply & Demand Outlook
Targeted for NKEA Scenario 1 Scenario 2
2022 Demand (NKEA Targets): 50,210
Scenario 1: 41,000
Scenario 2: 28,719
Figure 7. Critical Job Areas by Technical Skills Requirements
High Low
Kitchen Coordinator
Kitchen Helper Food Preparer
Commis Chef
Waiter
F&B Manager
TEC
HN
ICA
L SK
ILLS
DEMAND
Chief Chef
Chef de Partie
Figure 8. Critical Job Areas by Soft Skills Requirements
High Low
Kitchen Coordinator
Kitchen Helper Food Preparer
Commis Chef
Waiter
F&B Manager
SO
FT
SK
ILLS
DEMAND
Chief Chef
Chef de Partie
Employee Profile for Critical Positions FOOD AND BEVERAGES
Food and Beverage Manager
Chief Chef
Chef de Partie
Commis Chef
Food Preparer
Waiter/Waitress
Kitchen Coordinator
Kitchen Helper
Steward
Qualification: Diploma / Bachelor Salary Range: RM3,400 to RM4,700 Min. Experience: 5 years & above
Qualification: SPM & below/ Certificate/ Diploma Salary Range: RM7,900 to RM11,250 Min. Experience: 5 years & above
Qualification: SPM & below/ Certificate Salary Range: RM2,050 to RM3,000 Min. Experience: 3 years & above
Qualification: SPM & below/ Certificate Salary Range: RM1,200 to RM2,100 Min. Experience: 3 years & below
Qualification: SPM & below Salary Range: RM1,700 to RM2,300 Min. Experience: 2 years & below
Qualification: SPM & below/ Certificate Salary Range: RM1,100 to RM1,400 Min. Experience: 1 year & above
Qualification: SPM & below/ Diploma Salary Range: RM1,800 to RM2,300 Min. Experience: 1 year & above
Qualification: SPM & below Salary Range: RM880 to RM1,150 Min. Experience: 1 year & above
Qualification: SPM & below/ Certificate Salary Range: RM1,050 to RM1,350 Min. Experience: 1 year & below
Table 2. Skills Required And Skills Gaps In The Food & Beverage Subsector
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Operations Food & Beverage Manager • Equipment Knowledge • Commercial Awareness • Food Knowledge • Cooking Knowledge and
Skills • Information Technology
Skills • Product Knowledge • Food Safety and Nutrition
Knowledge • Workplace Health and
Safety • Hygiene and Sanitary
Knowledge • Food Service Standard
Knowledge • Language Skills
• Leadership Skills • Management skills • Public Relation Skills • Organisation Skills • Teamwork • Communication Skills • Interpersonal Skills • Critical Thinking Skills • Problem Solving Skills • Decision Making Skills • Literacy Skills • Delegation Skills • Professionalism • Presentation Skills
• Business development • Insufficient people
management
Kitchen Chief Chef • Excellent Cooking Skills • Delivery of Food Services • System Compliance • Budgeting • Information Technology
• Interpersonal Skills • Active Listening Skills • Supervision Skills • Leadership Skills • Delegation Skills • Time Management
• Lack of teaching skills • Unable to supervise on the-
job training
Continue next page…
Table 2. Skills Required And Skills Gaps In The Food & Beverage Subsector (Continued…)
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Kitchen
Chief Chef
• Ingredient Knowledge • Culinary Art Skill • Knife Skills • Health, Safety and Food
Hygiene • Customer and Personal
Services • Food Storage and Handling
Knowledge • Production Processes • Tools and Equipment
Knowledge and Skills • Human Resource
Management Skills
• Multitasking • Creativity • Professionalism • Personnel Resources
Management • Decision Making Skills • Critical Thinking Skills
Kitchen Chef de Partie • Cooking Skills • Food Preparation Skills • Food Presentation Skills • Inventory Management • Kitchen and Restaurant
Operation Food, Hygiene and Safety Standards
• Develop New Menus and Dishes
• Proficient in larder, vegetable and saucier section
• Communication Skills • Leadership Skills • People Management • Delegation Skills
• Lack od teamwork skills • Communication skills to be
improved
Continue next page…
Table 2. Skills Required And Skills Gaps In The Food & Beverage Subsector (Continued…)
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Kitchen
Commis Chef
• Basic Cooking Skills • Basic Baking Skills • Knife Skills • Food Knowledge • Safe Food Handling Skills • Cleaning and Sanitizing
• Teamwork Skills • Communication Skills • Active Listening • Time Management Skills • Problem Solving Skills
• Lack of teamwork skills • Communication skills to be
improved
Kitchen Food Preparer • Cleaning Skills • Food Preparing Skills • Ingredient Knowledge
• Communication Skills • Time Management Skills • Active Listening Skills • Team Working Skills • Organising Skills • Multi-tasking skills
• Lack of ingredient and food knowledge
Kitchen Waiter/ Waitress • Basic Information Technology
• Table Setting • Product Knowledge • Customer Service Skills
• Communication Skills • Organised Thinking • Teamwork • Professionalism • Language Skills • Attention to Details • Interpersonal Skills
• Lack of product knowledge • Language proficiency • Customer Service Skills
Continue next page…
Table 2. Skills Required And Skills Gaps In The Food & Beverage Subsector (Continued…)
Functions Level Skills Required Skills Gaps
Technical Skills Soft Skills
Kitchen Kitchen Coordinator • Cooking Skills • Baking Skills • Basic Cost and Budgeting • Basic Accounting Skills • Food Preparation • Food Safety and Nutrition
Knowledge • Workplace Health and
Safety • Hygiene and Sanitary
Knowledge • Food Service Standard
Knowledge
• Active Listening Skills • Communication Skills • Supervision Skills • Time Management Skills • Team Working • Problem Solving Skills • Multitasking Skills
• Lack of Food Safety and Nutrition Knowledge
• Lack of Communication Skills
Kitchen Kitchen Helper • Cleaning Skills • Customer Services • Food Production
Knowledge
• Communication Skills • Time Management Skills • Active Listening Skills • Problem Solving Skills • Team Working Skills
• Lack of Communication Skills
Kitchen Steward • Cleaning and Sanitizing Skills
• Hygiene Knowledge
• General Physical Skills • Communication Skills
• Lack of Communication
Figure 9. ANALYSIS Of Supply And Demand For The Food & Beverage Services Sub-sector
580000
600000
620000
640000
660000
680000
700000
720000
740000
760000
780000
2012 2013 2014 2015 2016 2017 2018 2019 2020
Food & Beverage Services Manpower Supply & Demand Outlook
Targeted for NKEA Scenario 1 Scenario 2
2022 Demand (NKEA Targets): 762,200
Scenario 1: 726,559
Scenario 2: 679,037
Notes: 1 Scenario is the anticipated manpower supply that presumes successful rollouts of all the EPPs as well as Visit Malaysia Year 2014 and Visit Malaysia Year 2020 events; 2 Scenario 2 is the anticipated manpower supply Should “business remains as usual” and is based on growth recorded in past trends. Source: KPMG Analysis