The Head of the Manpower Development department at the Ministry of Culture and Tourism, Putu Laksaguna, thinks Indonesia's tourism associations are not doing everything that they can to enhance the competency of tourism workers, still depending on the government to provide training and education.
Quoted by bisnis.com. Laksaguna said: "For the hotel and restaurant sectors, for example, 2% of the money collected from service charge should be used for training. But, in reality, the association entrusted to provide training from the Ministry of Culture and Tourism is limited to doing programs such as 'training for the trainers' courses for 30 people at a time in a single tourism destination."
He continued, saying that if the tourism associations do not become more proactive in enhancing the quality of training programs the workers in the provincial areas of Indonesia will suffer the consequences. Eventually, Putu contends, the facilities of the hotels will outstrip the quality of the workers. Because of this, training for hotel and restaurant front liners is critical.
In 2008 the Ministry of Culture and Tourism commenced "Service Excellence Training" in order to increase understanding and performance and equip trainers with a strong work ethic.
The most recent "training of the trainers" programs were undertaken at tourism schools (STPs) in Bandung, Bali and the Academy of Tourism in Medan, each course followed by 20 teachers. Those conducting this training are experts drawn from tourism practitioners, academics and officials from the National Education Department.
The material covered in the training include opening service, basics of quality, managing perception, communication arts, service standards, service breakdown and recovery, high impact presentation skills, role playing and creating an action plan.
Putu warned that the training provided by the government cannot instantly create perfect employees. Because of this, additional training commitment is needed from tourism associations and provincial governments, particularly in key tourism destinations.
The national tourism official charged with manpower development said another factor impeding the development of labor resources are policies tied to the new-found regional autonomy. In many regions the appointment of the head of the local tourism service are individuals without any basic understanding of tourism.
Throughout the course of 2010 the Department of Culture and Tourism will seek to prepare candidates for tourism positions abroad.
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