GREECE
Upskilling / Reskilling in the Tourism Sector in Greece
Overview of VET System
Vocational Education and Training in Greece
Education in Greece is compulsory for children aged 5 to 15 years old. This includes primary education and the first cycle of secondary education, i.e., middle school, which has a three-year duration. Later, students can continue their studies and choose whether to follow the general path or the vocational path of education. VET (Vocational education and training) in Greece is regulated by the state, under the responsibility of the Ministry of Education in cooperation with the Ministry of Labor and Social Affairs (Cedefop, Spotlight on VET-Greece, 2023).
Vocational Secondary Education
The vocational secondary non-compulsory education can be provided (Euridice, National Education Systems-Greece):
- In Vocational High Schools (EPAL)
Established exclusively by the Ministry of Education. They offer either day courses or evening courses for adults and employees under the age of 18. Lessons in the daytime EPAL start at 08:15 and end at 14:10 while evening classes start at 17:00 or 17:30 or 18:00 or 18:30 and end between 20:50 and 23:00. It should be mentioned that the qualifications issued by the evening Vocational High Schools are equivalent to those issued by the day Vocational High Schools.
This cycle of education lasts three academic years. Holders of a middle school certificate or other equivalent qualification can register in the first year without examinations. Public vocational high schools provide specializations. For example, there is the possibility of choosing as a specialization the one related to the tourism industry and its administration to acquire knowledge and skills that are opening a career perspective in a tourism business (Minedu). However, not all specializations operate in every school unit since the operation of the specializations depends on the preferences of the students, the socio-economic conditions, and the needs of each region. Furthermore, graduates can participate in national exams for admission to tertiary education.
- In Vocational Training Schools (ESK)
Which operate under the auspice of the Ministry of Education and offer two-year courses. The training includes theoretical training and practical training or "Workplace Learning Programme", which is governed by a contract concluded between the operating body of the ESK and the employer, with the possibility of providing incentives for the recruitment of the apprentice after the end of the apprenticeship. ESKs can be public or private and offer day or evening courses. Attendance at public ESKs is free of charge.
- In Vocational Apprenticeship Schools (EPAS)
Of the public employment service (DYPA), following a two-year education.
Post-Secondary Vocational Education
As far as the post-secondary cycle of education is concerned, Vocational High School additionally offers a post-secondary year of study, the year of apprenticeship. Enrolment in the Apprenticeship Class is optional, and the holders of a certificate of the secondary cycle education of EPAL, or other type of Technical Vocational Education school, equivalent to EPAL, are entitled to attend.
The apprenticeship training class implements a system of education that also includes workplace learning outside the school unit. Apprentices attend classes at the Laboratory Centre or the EPAL once a week for 7 hours, while the remaining 4 days of the week they conduct their apprenticeship at the public or private sector programme organization. The apprentices receive a salary of 75% of the legal minimum wage, acquiring in this way their rights and obligations as professionals (ReferNet EOPPEP, VET Apprenticeship and Certification System). One of the specializations available is Tourism Business Employee. After completion of the apprenticeship year, learners may enter the labor market or continue in IEK programmes in relevant fields.
The goal of this year is the provision of initial vocational training, the upgrading of the vocational competences of graduates of non-compulsory secondary vocational education, through a learning pathway that builds on existing vocational knowledge, skills and competences, and the enhancement of opportunities for the integration of non-compulsory secondary vocational education graduates into the labor market, through the acquisition of work experience.
Schools of Higher Vocational Training (IEK)
The main providers of post-secondary non-university education are the Schools of Higher Vocational Training (S.A.E.K.), widely known with their former name as Institutes of Vocational Training (IEK) that can be either public or private. Public IEKs are funded by the government providing free education and can be attended free of tuition charges. The programmes at all IEKs, either public or private, usually last five semesters (2,5 years), and more specifically four semesters of theoretical and laboratory training and one semester of obligatory practical training. Once they complete the courses, students acquire the attestation of programme completion. However, they can take VET certification examinations (practical and theoretical) conducted by the National Organization for the Certification of Qualifications and Vocational Guidance (EOPPEP) leading to an EQF level 5 certificate.
National System of Vocational Education and Training (ESEEK)
Law 4763/2020 establishes a National System of Vocational Education and Training (ESEEK), which is developed at levels three (3), four (4) and five (5) of the National Qualifications Framework (Framework), in line with those of the European Qualifications Framework. In particular:
- Level three (EQF3) includes the Vocational Training Schools (ESK) and the Vocational Apprenticeship Schools (EPAS) of the Public Employment Agency (DYPA),
- at level four (EQF4), the Vocational High Schools (EPAL), and
- at level five (EQF5), the Vocational Training Institutes (IEK) and the Post-secondary Year - Apprenticeship Class of EPALs.
Examinations for VET qualifications at NQF/EQF level 4 are organized by schools. VET qualifications at EQF levels 3 and 5 are awarded after certification exams organized by the National Organization for Certification of Qualifications and Vocational Guidance-EOPPEP (Cedefop, Spotlight on VET-Greece, 2023). Holders of an EQF level 5 qualification may enter tertiary education through a specific entry examination (on a pre-set quota basis).
The purpose of the establishment of the ESEEK according to Law 4763/2020 is the redesign of the regulatory framework of vocational education and training to improve the knowledge, competences and skills of the country's human resources as well as its more effective adaptation and response to the ever-changing needs of society and the labor market, considering the internationalized employment environment. The above has as a goal to make VET a pillar of a conscious alternative of education and training for the population.
The objective of Law 5082/2024 is to further strengthen the National System of Vocational Education and Training (ESEEK), established by Law 4763/2020 (Eurydice, National Education Systems-Greece).
Monitoring and Evaluation
Public and private VET providers are monitored and evaluated by (Cedefop, Spotlight on VET-Greece, 2023):
- The General Secretariat for Lifelong Learning (GSLLL), which falls under the Ministry of Education, responsible for supervising vocational training institutions, public or private, outside the formal education system.
- The directorates of secondary or professional education of the education ministry or organizations supervised by the education ministry (i.e., National Organization for the Certification of Qualifications and Vocational Guidance (EOPPEP), universities).
- The Central VET Council (KSEEK) which is responsible for monitoring labor market developments, adjusting VET programmes to labor market needs. In each region, a council linking VET with the local labor market (SSPAE) has been established to support the work of the Central VET Council.
- A Central Scientific Committee (KEE) has been formed to conduct scientific research and provide evidence-based advice.
Formal VET is funded primarily through the State budget and resources of the Ministry of Education. Private post-secondary education is offered by private vocational training Institutes as was already mentioned.
Challenges and Reforms
We must also note that the VET system in Greece faces challenges. VET in Greece has always had little appeal to young people and is associated with a stereotype of leading to 'inferior' work, in contrast to higher education and university studies which are in greater demand and associated with expectations of social advancement (Cedefop, VET in Greece, 2014). The uncertainty about the acquisition of professional rights for graduates of VET schools can also be added. Greece has also an educational culture that favors traditional education and learning inside a classroom. This is the reason that EPAL programmes are the main route at VET. Consequently, VET attracts mainly low-achieving students from lower economic backgrounds, reinforcing prejudices and perpetuating its inability to attract young people, often being a second choice of education.
In an attempt to ameliorate the above situation, the reformed national VET and lifelong learning system (law 4763/2020) aims for the resilience of VET sector in the country, improving its quality and its attractiveness. Besides, VET can better meet the needs of the local community and economy at regional level and equip students with skills valuable for the labor market.
Moreover, reforms in the last decade have been introduced and give more importance to apprenticeship and work-based learning in VET, to enable smooth transition from education to work and contribute to reducing youth unemployment and the share of NEETs. Apprenticeship programmes can support the professional development of young people, upskilling them to improve their employability. Moreover, at post-compulsory level, two-year apprenticeship programmes can address early leaving from education and training (Cedefop, Spotlight on VET-Greece, 2023). They provide training in sectors linked to the local economy to support the employability of graduates. Companies provide apprenticeships in accordance with the training regulations developed by the education ministry with the contribution of social partners.
VET in the Tourism Sector
Lastly, as far as the tourism sector is concerned, it is particularly valuable for Greece, as it boosts the country's revenues and creates employment opportunities. VET can, in this case, educate and train individuals willing to pursue tourism-related professions, providing them with the necessary competences to get employed. There are several VET programmes related to tourism that potential students can choose from.
Market Needs in Tourism Sector
1.1. Overview of the Tourism Industry in Greece
Tourism plays a significant role in Greece's employment landscape, accounting for approximately 20.89% of the country's total employment, with around 963,000 employees working directly or indirectly in the sector. In 2014, the tourism industry contributed 19.2% to Greece's total employment. Prior to the COVID-19 pandemic, the sector's contribution had increased, representing about 25% of the total employment in the country. These figures highlight the essential role that tourism plays in sustaining jobs and supporting the Greek economy.
The tourism sector in Greece is heavily reliant on a workforce where more than 60% of employees are unskilled. This poses a significant challenge, particularly as industry shifts towards higher service standards, digital transformation, and sustainable tourism practices. Specific skill gaps and training needs are evident across various subsectors, particularly in customer service, catering, and management.
1.2. Purpose of the Report
The purpose of this report is to provide a comprehensive analysis of the current labor market needs within the tourism industry in Greece. By examining the demand for specific skills and qualifications, this report aims to highlight the key areas where the sector is experiencing shortages of professionals and where new employment opportunities are emerging. As the tourism industry in Greece continues to evolve, driven by trends in digitalization, sustainability, and niche tourism markets, there is an increasing need to identify and address gaps in the workforce to ensure the sector's long-term growth and competitiveness.
Tourism is a cornerstone of the Greek economy, and the ability to maintain high-quality service, innovate, and adapt to new market demands is crucial for the country's continued success as a global tourism destination. Through this analysis, stakeholders will gain valuable insights into the skills and qualifications required to meet current and future demands in Greece's tourism sector. By understanding these labor market needs, appropriate training, education programs, and policies can be developed to foster a more skilled and adaptable workforce.
1.3. Current State of the Tourism Labor Market in Greece
Employment Figures in the Tourism Sector in Greece
In 2023, Greece's tourism sector faced a significant workforce shortage, reporting approximately 80,000 job vacancies, a substantial increase from the 57,700 vacancies in 2021 and 60,000 in 2022. This gap is particularly pronounced in key areas such as hotels and food service establishments, with 53,000 vacancies recorded in the hotel industry alone and an additional 30,000 vacancies in the food services sector. This labor shortfall highlights an urgent need to attract and retain skilled professionals to support the industry's continued growth.
Tourism is regarded as Greece's primary "growth engine," surpassing sectors like manufacturing in driving the country's economic expansion. Its growth is closely linked to overall economic development and plays a crucial role in creating employment opportunities nationwide. However, while tourism has contributed to reducing unemployment, it has not significantly increased the proportion of tertiary sector employment relative to Greece's total employment. This indicates that although tourism generates jobs, it does not substantially alter the broader employment structure towards the service-oriented tertiary sector.
High-Demand Professions in the Tourism Sector
Several roles within the tourism industry are in especially high demand due to this workforce shortage. These include:
- Chambermaids (Housekeeping Staff): There is a significant need for housekeeping staff to maintain cleanliness and hygiene standards in hotels, especially given the increased focus on sanitation following the pandemic.
- Specialized Managers (e.g., Hotel Managers): The demand for highly skilled managers is rising, particularly those with expertise in hotel operations, customer service management, and revenue optimization. This is crucial for ensuring smooth hotel operations and enhancing guest satisfaction.
- Receptionists: Reception staff, who serve as the first point of contact for guests, are critical of delivering excellent customer service. The shortage of trained receptionists is impacting on service quality and customer experiences across the industry.
- Cooks: With Greece's growing focus on gastronomy tourism, there is an acute need for skilled cooks, particularly those with specialized knowledge in local and international cuisine, as well as niche areas like raw food preparations and regional specialties.
- Customer Service Staff: Effective customer service is essential for maintaining high satisfaction levels in tourism-related businesses, and there is a pressing need for staff trained in customer interaction, conflict resolution, and guest satisfaction.
Current Demand for Skills and Qualifications
Core Skills Required
- Exceptional Customer Service Skills: The ability to provide outstanding, personalized service to ensure guest satisfaction and enhance overall experience.
- Multilingual Proficiency: Fluency in key languages such as English to cater to international visitors and improve communication.
- Digital Marketing and Social Media Expertise: Proficiency in promoting tourism services and destinations through online platforms and engaging effectively with a global audience.
- Technological Competence: Familiarity with hotel management software, booking systems, and other digital tools critical to managing operations efficiently.
Qualifications and Certifications in Demand
- Degrees in Tourism and Hospitality Management: Formal education that equips professionals with a comprehensive understanding of the tourism industry and its management practices.
- Professional Certifications: Recognized credentials for roles such as tour guides, hospitality staff, and customer service professionals to meet industry standards.
- Sustainable Tourism Skills: Knowledge and expertise in eco-friendly practices and sustainable tourism initiatives that align with the growing demand for environmentally conscious travel options.
1.4. Educational Gap in the workforce in tourism in Greece
Despite the increasing demand for skilled professionals in the hospitality industry, only 24% of employees possess formal qualifications from tourism schools. This reveals a significant mismatch between the industry's evolving needs and the current skill level of the workforce. Most employees in key roles—such as hotel management, culinary services, and customer-facing positions—lack the specialized training required to meet modern service standards. This gap highlights an urgent need for expanded vocational training and educational programs that align with industry demands, ensuring that workers are equipped with the necessary skills to support the continued growth and competitiveness of Greece's tourism sector. Addressing this issue is crucial for maintaining a high quality of service, enhancing customer experience, and fostering long-term sustainable growth in the industry.
1.5. Key Training Needs and Areas for Development
a. Customer Service Skills with an Emphasis on Customer Behavior
Need for Enhanced Customer Service Skills: There is a high demand for improving workers' ability to handle customer interactions, particularly with the growing focus on personalized and high-quality services. Training should focus on:
- Understanding and anticipating customer behavior.
- Managing customer expectations, complaints, and feedback.
- Cross-cultural communication, essential given the diverse range of tourists visiting Greece.
b. Personal Development Training Needs
Training in Corporate Culture: Emphasizing the importance of understanding and adopting the company's corporate culture is critical. Many unskilled workers struggle to integrate into their work environment due to the lack of formal training in this area.
Personal Hygiene: Training programs are essential for personal hygiene practices, particularly in sectors like food and beverage services and housekeeping, where hygiene standards directly impact customer satisfaction.
Time Management: Efficient time management is crucial in the fast-paced tourism industry. Workers must be trained to manage their time effectively to ensure smooth operations in roles like customer service, housekeeping, and kitchen staff.
Sales Skills: Upskilling workers in sales, especially those in front-facing roles like receptionists, servers, or travel agents, can improve revenue generation by encouraging upselling and cross-selling.
c. Management Training Needs
Costing and Product Knowledge for Management. Managers, particularly those in purchasing or budgeting roles, require comprehensive training in:
Costing: Understanding the breakdown of costs, from raw materials to final service delivery, helps maintain profitability.
Product Knowledge: Ensuring that managers have a deep understanding of the products or services they offer (e.g., food items, drinks, accommodation) so they can make informed decisions.
Training Buyers: Managers responsible for purchasing need specialized training to ensure they base their buying decisions not just on price, but on the product's quality and characteristics. This can enhance the overall customer experience.
d. Catering Sector Training Needs
The catering sector is one of the largest employers in Greek tourism, and there are significant training gaps among workers, particularly in kitchen roles. Key training needs include:
Specialization in Wine, Cocktails, and Drinks: Waitstaff, bartenders, and sommeliers need specialized training in these areas to cater to the growing demand for premium drink experiences.
Knowledge of Meat, Fish, Cheeses, and Local Products: There is a rising demand for workers with specialized knowledge of different food categories, including meat and fish preparation, cheese varieties, and local products that reflect the region's culinary traditions.
Expertise in Raw Preparations (Sashimi, Sushi, Carpaccio, Tartare, Ceviche): The demand for raw food preparations is growing, particularly in high-end restaurants. Workers must be trained in these methods to meet customer expectations.
High Need for Kitchen Training: A substantial number of unskilled workers are employed as cooks, but they lack formal training. This calls for fundamental culinary training, including food safety, hygiene, and efficient kitchen operations.
e. Cooperation and Corporate Culture in Housekeeping (Orophokomia)
The housekeeping sector, employing many workers from diverse cultural backgrounds, faces significant challenges related to collaboration. Key issues include:
Cultural Differences: Workers from different countries often struggle to collaborate effectively due to differing work habits. Training programs must address these challenges through cross-cultural understanding and effective communication strategies.
Basic On-the-Job Training: Many unskilled workers in housekeeping require basic training in cleaning techniques (e.g., removing stains effectively).
Training in Orthosomics (Correct Body Posture): Many workers in physically demanding roles, such as housekeeping and kitchen staff, suffer from health problems related to poor posture and body strain. Training programs focused on orthosomics are essential to help workers avoid injuries and maintain long-term health.
2.6 Key Focus Areas for Upskilling and Reskilling
a. Customer Service with a Focus on Behavioral Insights:
Enhancing employees' understanding of customer behavior and improving interpersonal skills will lead to better customer satisfaction and retention. Training in cultural sensitivity, emotional intelligence, and conflict resolution is especially critical in regions with diverse visitor profiles.
b. Personal and Professional Development:
Providing workers with foundational skills such as time management, hygiene, and corporate culture integration will improve both individual performance and overall organizational efficiency. For many employees, especially unskilled workers, these basic skills are essential for adapting to professional environments.
c. Specialized Skills in the Catering Sector:
Targeted training in specific areas like wine expertise, raw food preparation, and knowledge of local products will increase the value of Greece's culinary tourism offerings. The growing focus on gastronomy tourism makes these skills indispensable for catering staff.
d. Managerial Development in Costing and Product Expertise:
Managers must be equipped with the knowledge to make informed financial and purchasing decisions. By understanding the costs and benefits of the products they offer, they can optimize profitability and enhance the customer experience.
e. Training in Housekeeping and Ergonomics:
Proper training in housekeeping techniques, coupled with ergonomics training, is essential for maintaining high standards of service and protecting workers' health. Special emphasis should be placed on integrating diverse teams and overcoming cultural barriers.
