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Tourism Training & HR Development

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These projects and activities are aimed at the continuous professional development of people already working in the tourism industry as well as building upon the programmes offered by the University Of Malta And The Institute Of Tourism Studies.

Current Training Programmes and Events

S.A.F.E Programme

Over the past year, the Malta Tourism Authority through the Quality & HR Development has been SAFE_1working in collaboration with Sedqa on a number of awareness sessions as part of the S.A.F.E Programme (Substance Abuse-Free Employees) Programme. These sessions are usually targeted towards people working in the tourism industry. This programme focuses on raising awareness on substance abuse at the workplace and involves the training of managers / supervisors and employees on substance abuse prevention.  

These sessions addressed the current issues of gambling, drugs, alcohol and their effects and how they relate to the tourism working environment. Moreover participants had sessions focusing on how to approach a problem employee and bullying at the place of work. Stress Management workshops were in high demand and topped the list of discussion.

SAFE_2Participants who hailed from several tourism sectors such as hotels, catering, heritage, English language schools airlines, travel and destination management companies all had positive feedback regarding these awareness sessions since information will not only help them professionally but also on a personal level. 

Further sessions are scheduled as follows:

  • Wednesday 6th June at 08:30 – 10:30 – Health & Safety
  • Venue: San Antonio Hotel & Spa, Qawra

Places are limited and so registration will be on a first-come-first-served basis. To book a place kindly contact the Quality & Industry HR Development Unit on +356 22915125 or by email on stephanie.rocco@visitmalta.com 



Half-day workshop on ‘Exceeding Visitor Expectations’ for Visitor Attraction

VisitorAttractions_1The Malta Tourism Authority recently organised a half-day workshop on ‘Exceeding Visitor Expectations’ for people working in attractions – this is part of the Authority’s ongoing commitment towards promoting quality amongst visitor attractions.

This programme is part of the Visitor Attraction Quality Assurance Scheme (VAQAS) which is managed by Visit England, the country’s national tourist board. Hazel Hook, Quality Assurance Assessor with VAQAS VisitorAttractions_2facilitated the workshop whose objectives were to look at personal versus practical facilities and setting service standards that staff can both engage with and be motivated by, especially if they are involved in creating them. During this interactive workshop participants had time to network and share their experiences in visiting and running various attractions.

For further information on training initiatives and the MTA Quality Assured seal for Visitor Attractions contact the Quality & Industry HR Development Unit on 22915125 or by email to stephanie.rocco@visitmalta.com.

Download Workshop Presentation by Hazel Hook


E-Marketing Information Session

emarketingThe MTA through the Quality & HR Development Unit in collaboration with the Malta Communications Authority organised a 2-hour information session on e-Marketing aimed predominantly at owner/managers and marketing practitioners from the tourism industry.

This session was part of a number of initiatives aimed at generating a strong awareness among Maltese tourism businesses of the need for an effective on-line presence and the use of eMarketing in their operations.emarketing

During this information session, participants had the opportunity to learn from the wealth of knowledge of Ms. Paula Barry, Sales & Marketing Manager from the Herbert Park Hotel in Dublin who has vast experience in this field. Following a 12 year stint with Marriott Hotels in Ireland, the UK and United States, for the past 7 years, Ms. Barry has been entrusted with the entire marketing portfolio for the Herbert Park Hotel.




Customer Service Excellence Training Programme

This project arises from the ‘Merħba’ programme, part of an EU-funded project ESF 7 ‘Tourism and Support Services Training Programme’. The IHRD developed a Trainers’ Resource Pack to serve as a training tool for managers of tourism establishments and tourism-related support services to train their staff. Training is aimed at individuals employed or seeking employment in the tourism industry.

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Click the links below for related programme documentation.

Tourism and Support Services Training Programme booklet (Benchmarking of People Management Standards and Work Practices).pdf


ESF 2.11 – Developing Leaders for Change and Innovation in Tourism

European Social Fund (ESF) 2.11 – ‘Developing Leaders for Change and Innovation in Tourism’ is a €4 million project designed to train and certify 1200 managers and supervisors in all tourism sectors by introducing and conducting a Continuous Professional Development (CPD) programme. The programmes will be practical and result focused, including individual mentoring sessions as well as the possibility of an international field visit to enhance professional and self development.

The programme will be offered at two levels:

Level 1 – Higher “Developing Leaders for Change and Innovation in Tourism” Programme. This programme is designed for owners, head of departments and top management. Training modules will focus on the strategic perspective of business that guides management in long term planning decisions.

Level 2 – Advanced “Developing Leaders for Change and Innovation in Tourism” Programme. This programme is designed for assistant managers and supervisory level. Training modules will focus on the micro level and day to day responsibilities the participants entail.  

Both programmes will receive international recognition as a VET Higher Diploma, equivalent to a Level 5 on the European Qualifications Framework.

Two studies will also be conducted to forecast tourism employment opportunities and future training needs in various sectors of the tourism industry in both Malta and Gozo.

Tourism Competence Guidelines

The ‘Tourism Competence Guidelines’ are a set of occupational competence standards in the tourism industry. They were drawn up following a consultation process with key people from accommodation and catering establishments alongside representatives from the Institute of Tourism Studies. A number of working groups were set up to discuss competences relating to food and beverage service, food preparation and cooking, housekeeping as well as front office operations. The competences are based on the National Vocational Qualifications (NVQs) drawn up by the Hospitality Training Foundation (Htf) in the UK.

Click the links below for Tourism Competence Guidelines documentation.


MTA Competence Guidelines Food & Beverage service.pdf

MTA Competence Guidelines Housekeeping operations.pdf

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Seminars and events amongst other projects

A series of seminars on Creative Thinking for Tourism Enterprises were organised. These highlighted the importance of creative practices and how these can be applied to the tourism industry. 

A half-day conference on ‘Service Excellence in the Tourism Industry’ which aimed at spreading a vision for a customer-focused tourism industry was also organised.

The IHRD together with the Quality Development Unit organised a half day environmental management course. The environmental management course is a UK programme called ‘Green Advantage’ which aims to create an understanding about the importance of sustainable tourism and how this can boost performance in the sector. 

For further information on Tourism Training & HR Development initiatives kindly contact the Industry Human Resource Development Unit on 22915125 or stephanie.rocco@visitmalta.com

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