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Hospitality, Tourism, and Events Competency Model

The Employment and Training Administration (ETA) has worked with the National Travel and Tourism Office of the Department of Commerce and with technical and subject matter experts from education, business, and industry to develop a comprehensive competency model for the Hospitality, Tourism, and Events industry. The model identifies the knowledge, skills, and abilities that provide a foundation for industry workers, as well as competencies specific to key sectors. While the model seeks to cover all workers in the industry, it is not intended that each worker possess all of the competencies listed. The model is rather a compilation of competencies that can be included as a basis for preparation in a Hospitality, Tourism, and Events occupation.

The American Hotel and Lodging Educational Institute; American Society of Travel Advisors; The Broadmoor Hotel; Destination Marketing Association International; International Association of Exhibitions and Events; Madison Area Technical College; National Concierge Association; National Federation of Tourist Guides Association; Purdue University College of Health and Human Sciences; and Richland College provided input to development of the model. The International Association of Exhibitions and Events (IAEE) and Madison Area Technical College have committed to providing technical assistance related to the model and to working with their industry partners to ensure that the model evolves to accommodate changing skill requirements.

In 2017, the model was revised again to incorporate foundational workplace health and safety skills from the National Institute for Occupational Safety and Health's (NIOSH) Safe • Skilled • Ready Workforce Program designed to help protect America's workforce and create safe, healthy, and productive workplaces. The updated CMC competencies were reviewed and validated by subject matter experts identified by the IAEE. For more information, download the Summary of Changes.

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Hospitality, Tourism, and Events Competency Model

Hospitality, Tourism, and Events Building Blocks Pyramid

<strong>1.1 Interpersonal Skills</strong> Displaying the skills to work effectively with others from diverse backgrounds. <strong>1.2 Integrity</strong> Displaying strong moral principles and work ethic. <strong>1.3 Professionalism</strong> Maintaining a professional presence. <strong>1.4 Initiative</strong> Demonstrating a commitment to effective job performance by taking action on one’s own and following through to get the job done. <strong>1.5 Dependability and Reliability</strong> Displaying responsible behaviors at work. <strong>1.6 Adaptability and Flexibility</strong> Displaying the capability to adapt to new, different or changing requirements. <strong>1.7 Lifelong Learning</strong> Demonstrating a commitment to self-development and improvement of knowledge and skills. <strong>2.1 Reading</strong> Understanding written sentences, paragraphs, and figures in work-related documents (with accommodation if necessary). <strong>2.2 Writing</strong> Using standard (business) English to compile information and prepare written documents. <strong>2.3 Mathematics</strong> Uses principles of mathematics to express ideas and solve problems. <strong>2.4 Science and Technology</strong> Using scientific rules and methods to express ideas and solve problems. <strong>2.5 Communication</strong> Listening, speaking, and signaling so others can understand (with accommodation if necessary). <strong>2.6 Critical and Analytic Thinking</strong> Using logical thought processes to analyze information and draw conclusions. <strong>2.7 Basic Computer Skills</strong> Using information technology and related applications to convey and retrieve information (with accommodation when necessary). <strong>3.1 Teamwork</strong> Working cooperatively with others to complete work assignments. <strong>3.2 Customer Focus</strong> Efficiently and effectively addressing the needs of clients/customers. <strong>3.3 Planning and Organizing</strong> Planning and prioritizing work to manage time effectively and accomplish assigned tasks. <strong>3.4 Creative Thinking</strong> Generating innovative and creative solutions. <strong>3.5 Problem Solving and Decision-Making</strong> Generating, evaluating, and implementing solutions to problems. <strong>3.6 Working with Tools and Technology</strong> Selecting, using, and maintaining tools and technology to facilitate work activity (with accommodation, when necessary). <strong>3.7 Scheduling and Coordinating</strong> Making arrangements that fulfill all requirements as efficiently and economically as possible. <strong>3.8 Checking, Examining, and Recording</strong> Entering, transcribing, recording, storing, or maintaining information in written or electronic/digital format. <strong>3.9 Business Fundamentals</strong> Using information on basic business principles, trends, and economics. <strong>4.1 Principles and Concepts</strong> The fundamental principles and concepts related to the hospitality, tourism, and events establishments, organizations, and activities. <strong>4.2 Operations and Procedures</strong> Delivering, monitoring, controlling, and improving services common across the hospitality, tourism, and events sectors. <strong>4.3 Safety and Security</strong> Provide a safe and secure environment for hospitality, tourism, and events customers, attendees, and workers. <strong>4.4 Sustainable Practices</strong> Minimize the environmental, social, economic, and cultural impact of the organization, establishment, or event. <strong>4.5 Marketing and Sales</strong> Promote and sell industry services and products (events). <strong>4.6 Quality Assurance and Quality Control</strong> Ensure materials, processes, services, and products meet quality specifications and customer expectations. <strong>4.7 Accessibility</strong> Ensure that all services offered by the hospitality establishment are accessible to all people, including people with disabilities. <strong>5.1 Lodging</strong> The operation of lodging facilities and the care of guests who use these facilities, either through direct guest contact or the provision of background services that enhance the guest experience. <strong>5.2 Destination Marketing and Management</strong> The development of a travel and tourism strategy for a specific destination that aids the long-term development of its communities. <strong>5.3 Tour Operations and Travel Arrangements</strong> The development, research, packaging, promotion, and delivery of a traveler’s experiences. <strong>5.4 Recreation, Amusements, and Attractions</strong> The operation of establishments or facilities that provide services to meet varied cultural, entertainment, and recreational interests. <strong>5.5 Meetings, Events, and Exhibitions Management</strong> The planning, implementation, and evaluation of gatherings such as conventions, cultural events, political events, and trade shows. 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