Human Capacity Development

Human Capacity Development

The success of the QNTSS calls for the availability of qualified tourism manpower to deliver the high-quality experience that Qatar’s tourism sector aims to provide.

With the growth of the sector expected to create a significant increase in demand for all types of tourism-related occupations and skills levels, QNTC has developed Qatar’s first tourism human capital development strategy. This defines key priorities and initiatives needed to achieve a sustained supply of talented, professional human resources within the sector.

By 2030, it is forecast that more than 70,000 employees will be required across 35 core tourism occupations. The strategy sets out a comprehensive approach to meeting this demand through a balanced combination of hiring more qualified individuals and upskilling existing employees to ensure excellence in service delivery.

A key priority area is to ensure all tourist-facing employees - both within the tourism sector itself and in occupations involving some tourist contact - have the proper foundation of customer service training, basic behavioural skills (e.g. interpersonal skills, service excellence attitude) and knowledge of Qatar’s tourism offering and attractions to allow them to deliver high-quality services that will leave a positive impression on visitors.

The strategy calls for mandatory training covering all personnel interacting with tourists, including employees of:

- Government/public sector organizations, such as Hamad International Airport, Qatar Museums and Ministry of Interior.
- Visitor-focused organizations, such as hotels, DMCs/tour operators and MICE organizers.
- Businesses serving tourists, such as retailers, restaurants, taxi companies etc. that serve tourists as well as local residents.

Within these broad categories, successful implementation of the strategy will require that it (a) complements and enhances the employers’ existing in-house training courses and (b) covers the needs of employees of different nationalities, with different levels of knowledge, experience, education, language ability and IT literacy, and who hold jobs involving different levels of interaction with tourists.

In parallel with this all-embracing approach to human capital development in Qatar’s tourism sector, QNTC – in association with Qatar University and other academic institutions – will be implementing its comprehensive Tour Guide licensing program (as outlined under Regulation).