Chapter 10: Workforce Training and Management: Skills for the Smart Tourism Workforce

After COVID-19, there has been a big change in business processes in almost all areas of the economy including tourism and hospitality where business is rapidly moving toward the digital transformation age. Artificial intelligence (AI) is taking over every business and it is very vital for the Tourism industry to also jump into the race before it becomes too late. Tourism-related organizations need to upskill their workforce in data analysis, digital market as well and customer management to ensure that they are ahead of the competition emphasizing adaptability, creativity, and continuous learning. The chapter aims to identify the importance of smart tourism in the tourism industry, evaluate the digital skills required in business related to the tourism industry, and discover different methods that can used to upskill the employees in the tourism industry. For research purposes, primary data would be collected from the employees working in the tourism industry and analyzed using qualitative and quantitative tools. Secondary data would be collected from journals, articles, tourism websites, etc. A model was developed which would help the tourism industry, to find out what digital skills are needed for their employees for upskilling. To stay ahead of the competition, tourism-related organizations must provide their staff with upskilling in data analysis, digital marketing, and customer service, with a focus on flexibility, creativity, and ongoing education.