Tourism is traditionally seen as a labour intensive industry, which employs large numbers of labour with relatively low levels of human capital. Tourism employment encompasses employment in such diverse sectors as accommodation, catering, attractions, airlines, souvenir shops, tour operation and travel agencies, transportation and so on. The different sectors of tourism are associated with wide range of occupations with diversity in human capital requirements. The success of tourist destinations is strongly influenced by the quality of their human resources. An important part of the tourist experience comes from the human element, the quality of service, the attitude, responsiveness and helpfulness of the staff adds value to the whole tourist product. Only competent and motivated employees can deliver high-quality tourism service and achieve competitive advantage for their firms and tourist destinations. According to these facts, our paper will examine the major characteristics of tourism employment. It will also present a direct marketing research in a travel agency regarding the level of performance for the agency employees. It will study the relationship between the performance of the travel agency and the skills of its employees. Finally, some conclusions and practical solution will be presented with the purpose of raising the level of the human resource abilities and performance.
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