Employment
Skilled staff are key to growth
Norfolk tourism appears to have weathered the economic storm in terms of maintaining sufficient levels of quality. But while there is cause for a confident outlook, the broader skills gap applies here too.
A business is only as good as the people who work for it. In many aspects of tourism, customer service is everything,
whether in the form of hotel management, restaurant service or holiday reps at leisure resorts.
With 47,000 people in Norfolk working in tourism, we want people who are committed to work in the sector.

While most businesses (84pc) are satisfied that they can attract the right calibre of staff, there are sufficient negative
comments within the other 16pc of responses to suggest a small problem here.
To take a few examples, there are claims that “staff are not willing to do the work properly”; “I have a very high standard
that most staff find it hard to follow”, and “people do not want to work for minimum wage when they can get more on benefits”.
There was, however, a suggestion that in some areas there
are insufficient well-trained and motivated young people.
Michael Timewell, head of Norfolk Tourism, has a strong
message for anyone who would rather be on benefits than
work in the tourism sector.
“Frankly, if that is their attitude we don’t want them,” he said.
“We want people who are committed. With 47,000 people in
Norfolk working in tourism, we want people who are
committed to work in the sector. We have to make sure that
the skills are available and in place.”
The EDP recently reported that there is a “skills gap” evident
in Norfolk across all sectors of industry, and quoted Chris
Starkie, chief executive of Shaping Norfolk’s Future, as saying
that improving skills levels across the county was “critically
important” to its economic performance.
But he is broadly encouraged by the survey’s results for the
tourism sector.
“I would say that the fact that more than 80pc of businesses
are able to get the staff that they want is proof that there isn’t
a critical problem,” he says.
“However, there’s no doubt that to enable tourism
businesses to succeed and continue growing in a competitive
world, it is important to have suitably skilled employees.
“As a partnership Norfolk Tourism is working with
organisations such as Norfolk County Council to look at ways
of ensuring that tourism businesses are able to get staff with
the skills they need to help businesses grow.
“Shaping Norfolk’s Future has just secured European funding
to try to understand better the needs of employers, so that
training can be employer-led and not college-led.”
The survey suggests that there is cause for confidence when
it comes to staffing and recruitment. In the past year, 58pc of
businesses’ staff numbers have remained the same, while only
18pc have decreased and almost a quarter (24pc) have
increased.
And, looking forward, there seems to be little pessimism.
Only 8pc think that staff numbers will decrease, 72pc think
they will stay the same and 20pc think they will increase in
2010.
But from the employees’ perspective, there is some cause
for concern on the matter of pay. While only 2pc of
businesses say that they expect to pay their staff less in the
coming year, 60pc will impose a pay-freeze and only 38pc
plan to award any pay rises.
“What we are seeing in tourism is being reflected in most
other sectors,” said Mr Starkie. “One reason that
unemployment hasn’t risen as much as we expected in
Norfolk is because most employers are freezing wages rather
than letting staff go.”
Elsewhere the survey confirms that the majority of Norfolk
tourism businesses are small operations. Almost a third (31pc)
have from one to five members of staff and 25pc have none.
Only 7pc of businesses employ 51 people or more.
Meanwhile, 14pc have six to 10 staff, 12pc employ 11 to 20
people and 11pc have 21-50.