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Compare existing knowledge and skills to identify strengths and gaps


The matrix has a list of skills /competencies that have been compiled to reflect the requirements of tourist related industries across Europe and can be used to compare the identified knowledge and skills contained within the matrix; against existing knowledge and skills. This gap analysis will provide business with a comparative analysis of their employees’ present skills and knowledge and identify topics that may be outdated or missing within the three core skill areas.


Businesses may refer to the mapping document to help them identify the green, social and digital competencies required at each level within the different sub-sectors. The mapping documents have been created from the competencies within the matrix and so the user could use the matrix directly, but have the advantage that the user is able to indicate on the spreadsheet where their staff, or team,  already have the competency, and/or feel that it would be beneficial to gain competency in that area.  As the mapping documents are developed in MS Excel this enables the business to use the filter button to produce lists of competencies their staff have and / or a wish list of competencies they would like them to gain.

Using the analysis results


Once the business has created these lists they can then use that information in varous ways:

  • Skills gap analysis
    • To look for relevant learning programmes that will help fill the gaps
    • To use the analysis to provide some in-house training to fill gaps. This could be formal or informal training.
    • To use during appraisals / performance reviews to inform discussions on performance and / or training needs realted to green, social or digital knowledge and skills.
    • To help understand what the latest competency requirements are for the tourism industry within the five sub-sectors; accommodation, food & beverage, travel agencies and tour operators, destination management and visitor attraction
    • To help develop job descriptions and person specifications


  • Identified existing skills / competencies
    • To use during appraisals / performance reviews to inform discussions on performance, strengths and progression
    • To help identify strengths and skills / competencies to review against job descriptions and person specifications
    • To help inform about other roles in the business that may utilise identified skills /competencies

Using the job profiles


Within the toolkit there are 19 job profiles that have been developed to show how the competencies identified within the matrix may fit into a job profile from within the tourism sector.  The business user may find these profiles useful to refer to in order to get an idea of the green, social and digital competencies required within these roles or similar roles.  It should be noted, that the job profiles only concentrate on the three areas; green, social and digital, whereas in reality, a job profile will include many other areas of competency like, for example, customer service, management skills, technical skills etc.


The business may also find it useful to use their mapping outcomes alongside the job profiles to be able to determine the gaps and strengths specifically in context to the type of job role they have.

Developing training


Within the Tourism Sector Skills Toolkit there are examples of best practice lesson / session plans that has been developed using the knowledge and skills contained within the online skills and competency matrix.


The sample session plans and resources are available for stakeholders to use in any way that they see fit.  It may be that the session plan is suitable in length, level and content for the end-user to use without much, if any, adaptation.  However, in reality, it is more likely that the sample session plans and associated resources will offer ideas or a starting base, but the end-user will need to adapt, add and contextualise to suit their end audience. This is articularly important if the business wishes to use any of the topics for more informal training.


It is important for the business to adapt the training to be fit for purpose for their business and staff to ensure that the staff are able to relate the training to their own workplace, roles and responsibilities.  Many of the sessions are written in such a way that they may seem more suited to a classroom, however, the business would be able to review the lesson / session plans and extract the information that would be required to help them fill a skills and / or knowledge gap that they have within the business.

Developing and revising HR documentation


The online skills and competency matrix will be an invaluable tool when reviewing and updating all HR documentation including job descriptions, recruitment advertisements, selection criteria and grading sheets, person specifications and performance reviews.


By referring to the matrix to identify knowledge, skills and behaviours for HR documentation, businesses will know that the data is up-to-date, internationally recognised and future-proof.  By using the same data set for all HR documentation, it will allow for standardisation across the HR documentation and processes for green, digital and social skills within the business.


Performance management is an important HR function and will ensure that all staff are supported to achieve their best output and have opportunities to develop and progress.  Green, digital and social attributes are becoming increasingly important within society and in the workplace.  Legislation, awareness campaigns, increased moral duty, a desire to protect the environment and digital evolution are all factors raising the importance of the green and digital agenda.  Combined with the ever-increasing demand from employers for educational establishments and college led training programmes to produce work-ready graduates resulting in social skills being key for employment and progression, for many employers, green, digital and social knowledge, skills and behaviours are key focus areas.



There are eight excel mapping documents, one per EQF level (1 – 8), each with three worksheets. In each mapping document there is a mapping worksheet for green competencies, a mapping worksheet for digital competencies and a mapping worksheet for social competencies. There are 19 job profiles. In addition there is a range of session / lesson plans acoss green, social and digital.   There are also templates and guidance documents.


List of resources:

Mapping documents:

Level 1 D, S, G Mapping Document

Level 2 D, S, G Mapping Document

Level 3 D, S, G Mapping Document

Level 4 D, S, G Mapping Document

Level 5 D, S, G Mapping Document

Level 6 D, S, G Mapping Document

Level 7 D, S, G Mapping Document

Level 8 D, S, G Mapping Document


Occupational profiles:

Catering Manager  

Environmental Education Officer  

Events Manager  

Fast Food Restaurant Manager  

Head Chef  

Head of Marketing – National Tourist Board  

Project Manager  

Heritage Manager  

Hotel Receptionist  


Tourism Officer  

Museum or Gallery Exhibitions Officer  

PR and Social Media Manager  

Public House Manager  

Theme Park Manager  

Tourism and Destination Marketing Manager  

Tourist Information Centre Manager  

Visitor Centre and Gallery Assistant  

Waiter or Waitress  


Session plans:

Digital (D)

D1 L3 Information and Data Literacy

D15 L3 Safety. Protecting Personal Data and Privacy

D19 – D21 Using Digital Technology

D2 L5 Evaluating Data, Information and Digital Content

D23 L3 Digital AR VR

D23 L5 Digital AR VR

D23 L7 Digital AR VR

D24 L3 Use of Robotics and AI

D24 L5 Use of Robotics and AI

D24 L7 Use of Robotics and AI

D25 L3 Use of Self-Service Technology

D25 L5 Self-Service Technologies

D3 L4 Managing Data, Information and Digital Content

D4 L3 Interacting Through Digital Technologies

D4 L5 Interacting Through Digital Technologies

D4 L7 Interacting Through Digital Technologies

D5 L3 Sharing Through Digital Technologies

D5 L5 Sharing Through Digital Technologies

D5 L7 Sharing Through Digital Technologies

D6 L3 Engaging in Citizenship Through Digital Technologies

D6 L5 Engaging in Citizenship Through Digital Technologies

D6 L7 Engaging in Citizenship Through Digital Technologies

D7 L3 Collaborating Through Digital Technologies

D7 L5 Collaborating Through Digital Technologies

D7 L7 Collaborating Through Digital Technologies

D8 L3 Netiquette

D9 L3 Managing Digital Identities

D9 L5 Managing Digital Identities


Green (G)

G2 Reducing Plastic Waste

G5 L5 Communicating Sustainability

G6 L5 Climate Change

G6 L7 Climate Change

G8 L3 Food Waste

G8 L5 Food Waste

G9 L5 Sustainable Tourism


Social (S)

S1 Generic Gender Equality Skills

S1 L5 Gender Equality Skills for HR

S4 L3 Understanding Disability

S4 L4 Understanding Disability

S4 L5 Accessible Tourism

S8 L3 Customer Orientation

S10 L5 Willingness to Change

S11 L7 Promoting a Positive Work Environment

S14 L3 Written Communication Skills

S14 L5 Written Communication Skills

S14 L7 Written Communication Skills

S15 L3 Oral Communication Skills

S15 L5 Oral Communication Skills

S15 L7 Oral Communication Skills

S16 L3 Active Listening Skills

S17 L5 Cultural Awareness

S18 L5 Local Customs Awareness

S2 Age Related Accessibility for Business

S2 L3 Age Accessibility

S20 L5 Intercultural Understanding

S5 L3 Religious Diversity

S5 L5 Religious Diversity (HR)

S5 L5 Religious Diversity (Managers)

S6 Problem Solving Large Business

S6 Problem Solving Medium Businesses

S6 Problem Solving Small Businesses

S9 L3 Ethical Conduct and Respect

S9 L5 Ethical Conduct and Respect


Templates, checklists and guidance:

Lesson plan template

PowerPoint presentation template

Job description basic template 

Job description detailed template 

Person specification template 

Occupational profile template 

Learning needs analysis process  

Identifying learning needs checklist 

Focus group outline – Identifying learning requirements  

Skills audit guidance 

Sample appraisal form template 

Sample performance management process 

Read the next section ‘Toolkit Uses for the Individual’ to learn more.