Action Plan Presentation Anis BRADAI TUNISIA Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector

Improving HR SKILLS Improving quality of services Target population Upgrading Skills and Service Quality of people working in Tourism Sector Students, front liners, manager Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan QS Pillars services Q.Product Hospitality

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector  improving hotel schools curricula by introducing hospitality module course. Designing extra curricula for : I. worker in tourism sector in the field of customer approach (front liner) II. Manager in tourism sector in the field of employee satisfaction improvement 4. Objective 5. Goal Customers oriented services are implemented. Awareness on Employee satisfaction

Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan Updating Tourism Curricula Short term training hospitality Target objectifs 1. Improving skills 2. Improving QS QS Improvement Pilot Project

Target Population Students in Hotel School Manager staff Front liners workers Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan Improving skills Awarness on Hospitality Awarness on ES and CS Improving services Awarness on Hospitality Quality Product OMOTENASHI business

Implementation competency based Management Model Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan Updating Tourism Curricula

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Work items (WHAT)Main Actor (BY WHOM) Schedule (WHEN) ) Seminar information (feed back about JICA training & action plan draft presentation ) Hotel and tourism staff and trainers from hotel school 2) Instructural design trainers from hotel school & inspectors 3) Approuvement ( joint commission) Hotel and tourism staff and trainers from hotel school 4) Conducting module trainers from hotel school 5) Evaluation (survey) Inspectors,students and hotel manager 6. Work and Schedule PreparationExecution Leading Activity (improving skills) Hospitality Module 90hrs-2years (study)

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector 7. Tentative idea for training course you will organize ItemContents 1) Target people Hotel school students (front liners + middle management) 2) Objective Awarness on Hospitality and customer oriented services based on case studies (omotenashi-watabe wedding ect..) 3) Duration/ Timing of implementation 90 hrs frontliners diplôma and 60hrs others (Food & beverage industry) 4) Number of participants in one course All students in hotel school (travel agency diploma-Tour guide- pastry- frontliners-cooking ……) 5) Curricula of the training course including Omotenashi / hospitality See next slide 6) Monitoring and evaluation Survey done by tourism inspector 7) Your role in the training course Storybording and instructural design models

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector 7. Tentative idea for training course you will organize ItemContents 5) Curricula of the Module course HOSPITALITY HUMAN RESOURCES AND SUPERVISION MARKETING STRATEGY JAPANESE HOSPITALITY BASED OMOTENASHI CUSTOMER APPROACH INTRODUCTION TO THE HOSPITALITY, TRAVEL, AND TOURISM INDUSTRIES EVENT MANAGEMENT AND CONFERENCE PLANNING CASE STUDIES ( WATABE WEDDING – ASKA VILLAGE – SPS) Educational tour 10 days to japan

Activity 1 evaluate Activity 2 design Synergy between two activities Design implement evaluate Students curricula Workers short term curricula Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan implement Short term training hospitality

Candidates selection for pilot project P2 Action plans for selected pilot project P2 Evaluation and monitoring Execution of action plan S1S2 S4S3 Short list Action Plan Draft Methodology related to second component of the Project Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector

Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan QS is improved Activity 1 Survey on ES Survey on CS Action Plan build on data results to improve ES ES Good services hospitality Analyzing data implementation Customers Satisfaction Activity 2 Activity 3 Activity 4 implementatio Activity 1 Activity 5 Survey on ES Survey on CS

Hospitality short term training for workers Employee survey Activities to improve ES according to survey analysis Before Monitoring system Methodology Customer survey After Employee survey Customer survey Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan ES CS

Candidates for pilot project P2 Action plans for selected pilot project P2 Evaluation and monitoring Execution of action plan S1S2 S4S3 Short list Action Plan Draft Methodology related to second component of the Project Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Japan University Case study In the next session JICA OMOTENASHI Case study In the next session JICA OMOTENASHI Using date of pilot Project as case study Implementation Plan Long List Designing and implementing e-Learning course on Hospitality based on JICA omotenashi program

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Work items (WHAT)Main Actor (BY WHOM) Schedule (WHEN) ) Selection candidates 3) Action plan for selection pilot project 4) Conducting action plan Hotels, restaurants selected 5) KPI 6) Sustainability ( training for chef department in the field of managing employee survey ) 6. Work and Schedule PreparationExecution

Project Partners Roles Tunisia National Tourist Office Designing curricula, executing through their 08 hotels schools and monitoring Japan international cooperation Agency Supports through lecturer,experts and education tours for students Tunisian Hotel Association Leading with TNTO the whole project and selecting candidates for pilot. Tunisian Travel agency Association Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector Action Plan Leading with TNTO the whole project and selecting candidates for pilot.

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector 7. Tentative idea for training course front liners workers ItemContents 1) Target people Front liners workers 2) Objective Awarness on Hospitality and customer oriented services based on case studies (omotenashi-watabe wedding, suntory.) 3) Duration/ Timing of implementation 90 hrs frontliners 4) Number of participants in one course 25 per hotels or restaurant selected 5) Curricula of the training course including Omotenashi / hospitality See next slide 6) Monitoring and evaluation Survey done by tourism inspector 7) Your role in the training course Storybording and instructural design models

Action Plan Overall Target: Upgrading Skills and Service Quality of people working in Tourism Sector 7. Tentative idea for training course manager and chef department ItemContents 1) Target people Manager, chef department in hotels or restaurants selected 2) Objectives Awarness on ES and its relation with CS and omotenashi business. 3) Duration/ Timing of implementation 90 hrs 4) Number of participants in one course All manager staff 5) Curricula of the training course including Omotenashi / hospitality See next slide 6) Monitoring and evaluation Survey done by tourism inspector 7) Your role in the training course Storybording and instructural design models