Vol. 526 No. 2
4 Mrs. B. Moynihan-Cronin asked the Minister for Tourism, Sport and Recreation the steps he will take to assist the tourism sector to overcome the current serious labour shortage especially in the hotel and catering industries; and if he will make a statement on the matter. [26143/00]
5 Mr. Perry asked the Minister for Tourism, Sport and Recreation if, in view of the staffing difficulties in the tourism sector, he will state the plans he has in place to maintain the current level of tourism here; the steps he has taken to provide lingual training for staff; if his attention has been drawn to the fact that there is a huge drop in the level of service which our tourists are receiving in the industry; and if he will make a statement on the matter. [26206/00]
I propose to take Questions Nos. 4 and 5 together.
The Irish tourism and hospitality industry has been an extremely vibrant one over the past ten years, catering last year alone for six million over seas visitors in addition to the rapidly expanding demand from the local domestic market and bringing over £2.5 billion in foreign exchange revenue into our economy. This success has created new challenges for the industry, not only in terms of maintaining its competitive position in an ever more competitive international environment, but also in the competition for staff in Ireland's tightening labour market.
Visitor attitude surveys conducted by Bord Fáilte give an indication of visitors' perception of service quality. The most recent such survey for 1999 suggests that while the rating of quality and customer service in hotels and other accommodation remains high, there is some evidence of slippage. The rating of quality and customer service in less formal types of accommodation has generally improved while the rating of customer service in food outlets has generally declined to some extent.
There is, therefore, no room for complacency and the tourism industry representative bodies and CERT continue to work individually and in partnership to promote careers and to encourage the adoption of world class standards in all aspects of the tourism and hospitality industry. However, the industry needs to further deepen its partnership with CERT which is actively encouraging and promoting the development of training capacity and better human resource management skills within the industry itself. Achieving this objective will be essential if the industry is to maintain its pool of highly motivated, productive and committed skilled labour to respond to market demand for quality service and value for money.
The Government has provided £107 million under the National Development Plan, 2000-2006, to help industry secure and retain a professional and skilled workforce to meet existing and emerging needs in the sector, thereby enhancing the quality of tourism product and service. In this context, over £15 million has been allocated to CERT in 2000 to enable it to commence the implementation of its recently launched strategic plan 2000-2006, which is designed to deliver the objectives set out in the NDP for raising and maintaining the highest operational and human resource standards in tourism.
Initiatives to promote careers and world class service in the industry include the development by CERT of a new nationwide programme, which I launched earlier this year, to encourage people who have been out of the workforce for a long time to take up a career in the tourism industry. This follows another scheme launched in May 1999 in Ballymun, targeted at long-term unemployment blackspots which has proved very popular and successful with participants being virtually guaranteed jobs on successful completion of the courses.
CERT's annual careers roadshow was launched on 16 October 2000, it will visit a total of 16 venues countrywide and hold over 70 sessions in various second level institutions. It is targeted at second level students from transition year to leaving certificate level and is implemented in partnership with the major industry bodies, including the Irish Hotels' Federation, the Restaurants' Association of Ireland, the Vintners' Federation of Ireland and the Licensed Vintners' Association. The roadshow is being advertised through local radio stations and newspapers. On 12 October I launched the careers magazine, Get a Life in Tourism. This magazine is a CERT joint venture with the industry bodies and highlights the variety of careers on offer in the sector.
Additional InformationCERT recently launched the new RETAIN initiative to help address concerns in the tourism and hospitality industry over recruitment and staff retention. Financial assistance of up to £15,000 over a three year period will be available, under certain conditions, to businesses for improvement in human resources management, which is the key to tackling the industry's staffing problems. These new supports are designed to attract participation in the scheme from firms right across the industry. Smaller companies, whose individual needs may not warrant a dedicated human resource professional, are being encouraged to consider joining others with a view to sharing a dedicated human resource executive. Alongside the new scheme, CERT will be running a series of courses for owners and general managers on modern human resource best practice.
In a separate effort to boost recruitment levels, I understand that tourism employers have participated in recruitment fairs in Scotland and Wales which have proved successful in attracting staff to Ireland. Recruitment drives are currently being considered for other European locations. Irish participation in fairs such as these is co-ordinated by FÁS, which welcomes employers to such recruitment drives. I understand the Irish Hotels' Federation, Irish hotel groups and individual bodies are also participating in EURES, the European Employment Service, to help satisfy labour shortages in the hospitality sector. Employers will also be encouraged to use the recently developed CERT induction pack for international workers.
On many occasions since taking office, I have urged the industry to become more proactive in addressing recruitment difficulties and labour shortages and to take appropriate steps to counter the perceived poor image of tourism as a career opportunity. In this context, I was particularly pleased to welcome the Irish Hotels' Federation's quality employer programme which was introduced over three years ago and is based on best practice in all aspects of employment, including recruitment, induction training, ongoing performance assessment, career progression and conditions of pay and employment.
The Restaurants' Association of Ireland's restaurant and customer charter is another good example of the type of initiative needed. In view of the importance of such initiatives, I am pleased to note that CERT will be organising a major conference on 27 November on "World Class Service in Tourism and Hospitality" for general managers and senior executives in the industry. Featuring a panel of international speakers and the findings of the latest international research carried out this year, the conference will focus on the best practice in human resources and operations management with a view to its adoption here.
Does the Minister agree that finding the 145,000 workers required for the tourism industry over the next five years will be a major difficulty? Will the Department give a guarantee that it will assist the industry in language training for staff who are non-residents? Will the Minister support a call by the Irish Hotels' Federation for a tax break to entice homemakers back into the workforce? What initiatives is the Department putting in place to attract young people into the tourism sector? Will the Minister outline how the £107 million he mentioned in his reply will assist the industry in attracting new staff?
Regarding the Deputy's question about the provision of funding for language training, that is not necessarily CERT's job. That is an element of the partnership with the industry and it has a large part to play in that regard.
I supported the industry's budget submission regarding tax breaks to encourage people back into the industry. Many people, including women who may have been involved in voluntary organisations or rearing their children, could come back into the industry. We want those people to return and a certain sector is being attracted back into the industry. Jobs are available in the industry, but it is not the only sector experiencing problems in attracting staff. The IT sector is currently considered lucrative by young people and other sectors are having the same problems as the tourism industry.
The schemes developed by CERT have been exceptionally successful in attracting the people I mentioned and also in disadvantaged areas. For example, in Dublin people found it difficult to get to the training centre in Sheriff Street, but when the centre's facilities were brought out to disadvantaged areas, the programme was filled immediately and there was a 100% success rate in terms of the young people involved getting work. The centre provided training and crèche facilities and it was an amazing success. I hope that can be repeated in the rest of the country.
That was the third part of the question asked by the Deputy concerning initiatives for young people, especially those in disadvantaged areas. They are very encouraged by the way in which CERT handled the targeting of the transition year and leaving certificate students with the new tech nique used recently where there was interaction between young people who had trained as chefs and who were able to get away from that or old idea that it was a poorly paid job. Young chefs or young people entering the industry now are very highly paid and sought after. There is a future for many young people entering the industry now. It is just a matter of getting over that old line of thinking among the people that we were servile for far too long and that we will never be servile again. The service area can be a badge of honour like it is for the French, Italians and the Spanish.
If the Deputy wants a detailed breakdown of how the industry plans to spend the money allocated under the national plan with regard to marketing, the product and how CERT will spend money, I will obtain the relevant information for the Deputy.
Would the Minister consider setting up a charter for the customer? A charter of contract is being set up by the regional tourism offices with Bord Fáilte currently, but we should start with the customer. What plans has the Minister with regard to the lack of basic information on how to recruit people from outside the EU? There is a serious deficit there. I disagree with the Minister. There is a huge language difficulty at the moment. There is also lack of appropriate skills among people employed in the trade and verification of qualifications is a new major problems. What plans has the Minister to deal with the legal, bureaucratic and cultural difficulties now clearly emerging among people from the non-EU countries working here? With regard to the attitude survey to which he referred, there is a great lack of service. There is an awareness that service in the industry is not nearly as good as it was because many people working in the trade are unable to communicate with the customers.
The answer to the latter part of the Deputy's question relates to the rapidity of the success we have achieved over the past ten years. This city and country is becoming increasingly multi-cultural and long may it continue to do so. Regarding the language barrier, some people indicated to me that they would have a problem with language but that is not a matter for the Government or the Government agencies. It is a matter for the individuals to deal with. I point out to the Deputy that this country is renowned for the number of schools available currently to teach the English language. We are now the foremost country in Europe with regard to the English language teaching sector. There are excellent schools and a booming industry in that sector.
Despite all of that, the situation is that if one is in a hotel and orders fish, one could end up getting an omelette. It is no excuse to say that the economic boom is the reason for the inefficiency. It is important that people entering the trade know the business. What plan does the Minister have to ensure that people in the trade can employ suitable people? Regardless of what he said, that is not happening.
The Minister is in denial with regard to language training – it is the greatest problem we have now. We are losing our traditional welcoming attitude. If the people behind the counter or inside the reception desk cannot speak English they cannot give a welcome. Without language training we are going down the wrong road. It is definitely the responsibility of the Minister's Department and I ask him again if he will assist the tourism product with language training for the people whom we are predominantly recruiting abroad. We will recruit 145,000 people over the next five years. What proposals are there? It is the responsibility of the Department of Tourism, Sport and Recreation.
I welcome young people in particular, from other countries coming here because it adds to our country.
We all do.
So do I.
There are certain problems with the language but that is not a problem for the Government to deal with, it is a problem for the industry. It has been pointed out to me in the past that people would prefer to be served by Irish people. I would like to see Irish people in the service area but I have nothing against people from other countries coming into this country.
Neither have we.
This country has become multi-cultural which is a strength and I hope it will continue.
We must conclude. The time for Priority Questions has long expired.
I ask for just one minute. On a note of clarification I did not give the impression that I do not welcome people from abroad. I want to assist people from abroad coming in so that they can give tourists a better service. I abhor the accusation that I do not welcome people in from abroad.
There was a childish attitude in all the answers. There is a terrible level of complacency.
That concludes Priority Questions. We must proceed to Other Questions. I remind Members of the one minute time limit on supplementary questions and the answers to supplementary questions.
I did not imply that, but if the Deputy thinks I did, then I withdraw it. I added to what the Deputy had to say.
I thank the Minister.
