Submission to the
Department of Education,
Employment and
Workplace Relations
(DEEWR)
on
Improving the
employment participation
of people with a disability
in Australia, Discussion
Paper.
Prepared by:
Queensland Tourism Industry Council
1 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)
February 2013
Introduction
The Queensland Tourism Industry Council (QTIC) welcomes the opportunity to provide feedback to
the Department of Education, Employment and Workplace Relations on Improving the employment
participation of people with a disability in Australia, Discussion Paper.
This submission aims to provide the Department of Education, Employment and Workplace
Relations with tourism industry intelligence and feedback to improve employer practices with a view
to maximize opportunities for tourism and the broader Queensland community.
Queensland Tourism Industry Council
QTIC is the State peak body for tourism in Queensland. The voice of tourism, QTIC represents the
interests of the tourism industry, including business operators, Regional Tourism Organisations
(RTOs) and sector associations.
A private sector, membership-based tourism industry organisation; all of Queensland’s 13 RTOs are
members of QTIC as are 20 of the industry sector associations and in excess of 3,000 regional
members, operating in all sectors of the tourism industry. QTIC works in partnership with
government agencies and industry bodies at a local, state and national level, to strengthen the voice
of tourism in all relevant policy forums.
QTIC remains committed to working with government and industry through the following national
and state strategies:

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Australian Government, National Long-Term Tourism Strategy
Tourism Australia, 2020 Tourism Industry Potential
DestinationQ Industry Partnership Agreement and 12 Month Action Plan
Industry Partnerships
The Queensland Government and the Queensland tourism industry share an ambition to restore
Queensland’s leadership position as Australia’s tourism state. The Newman Government articulated
its recognition of tourism as one of ‘the four pillars of the economy’ in the lead-up to the election in
2012. The newly elected government set about to implement this approach as policy, with the
declared goal of doubling visitor expenditure, to $30 billion by 2020. An important aspect of the
necessary policy settings is the role of skills and labour in achieving the 2020 targets.
In late June 2012, the Queensland Government hosted the Destination Q forum in Cairns. Industry
and government discussed the future of tourism in Queensland including one focused on Quality,
Skills and Capacity. A set of actions were identified under each theme. The related actions, once
formalized through the Working Group, will form an instructive guide to progressing the priorities
also identified by the Committee through this review.
QTIC is committed to quality training, raising industry standards and equitable employment
practices. With the support of State and Federal agencies, QTIC has successfully delivered
employment projects that directly engage people from non-traditional employment sectors such as
mature age and people with a disability seeking employment within the tourism industry.
2 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)
These projects include:
I.
II.
III.
IV.
V.
Targeting Skills Needs in Regions Project
Tourism Recruitment and Retention Project
Tourism Experience Pays Program
Mature Age Employment Program
JobSearch Australia Pilot
QTIC’s Workforce Capacity team is recognised as the Industry Skills Body in Queensland for the
tourism and hospitality industry. QTIC plays an important ongoing role in ensuring that skills services
in Queensland meet the needs of the industry and engaging with businesses and employers in
relation to skilling and workforce development. This includes the identification of emerging skills
needs, skills investment advice and workforce planning and development activities.
Tourism in Queensland
The tourism sector is made up of a number of industry participants; including accommodation,
hospitality, transport, retail, business and major events, recreation, and educational and cultural
services1 (see Appendix 1), employing over 220,000 people, or 9.9% of all people employed in
Queensland.2 The tourism industry employs substantially more than the mining sector (43,800 direct
jobs) or even agriculture, forestry and fishing combined (81,900 direct jobs)3.
Tourism is a key economic driver in many Queensland regions, supporting regional employment and
community growth. The tourism industry in Queensland contributed $17 billion to Queensland’s
Gross State Product (GSP), representing 7.7% of total GSP and generated $3.8 billion in exports in
2010, making it the second largest export earner behind coal4.
The tourism industry is characterised by:
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Significant levels of part-time and casual employees;
A high degree of labour mobility;
De-centralisation across the state; and
A requirement for staffing seven days a week, 52 weeks a year (and in some jobs 24 hours a
day)5.
Labour supply and skill shortages have been identified both at national and state levels as major
potential constraints in achieving growth targets within the industry. In Queensland, labour and skills
shortages are particularly acute in regional areas where competition is high and staff retention is
difficult. The resources industry continues to have a major impact on the tourism industry and will
remain a major concern for the future. The mobility and seasonality of parts of the industry, distance
and lack of suitable and affordable accommodation makes it difficult for regional tourism businesses
to recruit and retain staff.
These labour and employment difficulties faced by tourism businesses across Queensland provide an
environment well suited to people from non-traditional labour markets including people with a
disability.
Employment in the tourism and hospitality industry is incredibly diverse and vibrant; it allows a
person to acquire skills that can be applied in many of the industry’s sectors across many different
roles, offering real opportunities for career progression and life skills. The industry continues to
provide some of the best employment prospects.
3 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)
With such a multitude of job choices the tourism and hospitality industry can accommodate the
specific job needs of those with a disability:
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Seasonal labour may suit those who don’t want to work continuously;
Casual work and shorter shifts suit those who can’t work long hours;
Job roles with repetitive and routine tasks benefit those who need to focus on a particular
skill;
Service oriented roles that suit people who need to interact with others;
A variety of non-physical roles that suit people with a physical disability.
Labour supply and skill shortages in the industry are limiting our potential growth. Employees from
non-traditional employment markets are an area QTIC believes is of critical importance to assist in
addressing these issues.
Discussion
Theme 1
The tourism and hospitality industry is characterised by small business operators and family run
businesses. Small businesses are short on time and are often too busy to work ‘on the business’
rather than ‘in the business’. As with most small businesses a key barrier to employing a person with
a disability is the lack of understanding; where to go, how to approach it, who do I contact, how do I
need to adapt my business to accommodate a person with a disability, and what will it cost my
business?
Funding support from government agencies is required for industry bodies such as QTIC to facilitate
these discussions with employers, particularly with regional areas. As private sector, membershipbased tourism industry organization, with access to in excess of 3,000 regional members, operating
in all sectors of the tourism industry QTIC believes with appropriate funding that we are uniquely
positioned to address the practical support required by business.
It is critical for agencies such as Disability Employment Services, JobAccess Advisors, JobSearch
Australia (JSA) to have an understanding of the tourism industry and small business needs in order to
effectively negotiate and support needs of the employee and develop the employer/employee
relationship. As part of QTIC’s Mature Age Employment Project (2012) a pilot was undertaken to
explore the reasons why mature age people don’t want to work in the hospitality industry. Staff
from Brisbane based JobSearch Offices were interviewed and overwhelmingly the key issues of
perception and awareness were raised. A very poor perception was held of the hospitality industry
seen as dirty and hard work, with poor pay, unsociable hours and only casual work available. There
was very little awareness, knowledge or understanding about the range of work available. JobSearch
staff participated in hotel familiarisation tours to raise awareness and understanding.
Theme 2
To facilitate participation and equal opportunity within the workforce, subsidised training for team
building with the aim of incorporating people with disabilities should be an integral consideration.
Open communication team building techniques allow staff members to understand the needs of the
individual, how to support that individual and what limitation that person might have in contributing
the team goals.
4 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)
Training, development and team building activities could be reported by businesses, particularly
where subsidies are available as appropriate measures of success.
Feedback from Brisbane based JobSearch Offices highlighted a number of key activities that would
assist in breaking down the perception and awareness barriers of the industry, including:



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Specific tourism and hospitality marketing material showcasing workers;
Expos and Seminars targeting JSA staff and clients providing access to information and
potential employees;
Information sessions for JSA clients outlining employment and career pathways;
Familiarisation tours for JSA staff and clients to obtain first hand understanding of industry
operations.
Funding is required to ensure these connections are made between agencies, industry organisations
and businesses to improve the employment of people with a disability.
It is fundamentally important that contracts are prepared in a clear and concise manner to ensure
that they are understood by all parties maintaining everyone’s rights are protected and that all
responsibilities are clearly agreed to. Appropriate training and development support for the person
with a disability and their managers will support both self-determination goals and those of the
business.
Funding programs designed to assist business undertake appropriate physical changes to the
workplace required in order to accommodate a person with a disability should be available. This
information needs to be widely distributed to industry organisations such as QTIC.
Industry examples
Because of complications stemming from his premature birth, David was born with cataracts and
mild cerebral palsy. Yet, despite his disabilities, David has fulfilled his ambition and is fast becoming
a young tourism industry professional. David was nominated and awarded employee of the month,
within two months of starting work with the hotel.
David has been working as a Public Area Attendant (PA) for a four and a half star Brisbane hotel.
David is responsible for the cleanliness and upkeep of all the communal guest facilities including
public toilets, gym and pool deck. David has also broadened his skills by cross training in the in a
number of areas including graveyard and afternoon PA shifts, Hotel Housman, and working for the
Engineering department on a casual basis. He has also received full training, and is occasionally
working as a Room Attendant where the opportunity arises; thus making David a Multi skilled
Housekeeping all-rounder.
In feedback provided to the Queensland Tourism Industry Council, two tourism and hospitality
employers indicated that employing a person with an intellectual disability has brought the work
team together, improved local support for their businesses and assisted in the development of a
‘culture of caring’ that is essential for providing quality service. Both businesses tell us that they have
improved their business performance since employing people with disabilities.
5 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)
APPENDIX 1
Industry
Rationale for inclusion
Hospitality (Accommodation
& Food Services)
By definition Accommodation Services are provided to tourism ie. They are
spending a night away from their usual place of residence. Food Services are
provided to both tourism and local residents.
Retail Trade
Tourists go shopping, includes motor vehicle retail eg. Petrol, motor vehicle
servicing etc for self-drive market
Transport
Except for self-drive market, tourists use transport (airlines, train, bus, taxi
etc)
Cultural
Services
&
Recreations
Tourists visit museums, art galleries, theatre, go to the movies or sports
events play golf etc
Personal & Other Services
Tourists have hair-cuts, massages, beauty therapy. Spa tourism market
Manufacturing
Manufacturers selling product and tours to tourists eg; Buderim Ginger,
Bundaberg Rum, Wineries, Cheese Factories. Food and Wine tourism market
Education
Tourism doing education/training courses, emerging education tourism
market
Wholesale Trade
Distribution channel – the wholesalers sell holidays in Australia to Travel
Retailers
Health & Community Services
Tourists requiring ambulance, medical services using child care services.
Emerging health tourism market eg; people having elective surgery in a
cheaper country
Agriculture,
Fishing
Farm stay tourism
Forestry
&
Property & Business Services
Motor vehicle hiring, property operator eg; time share, tourism renting
houses/apartments through real estate agents
Communications
Tourist using phone and internet
Government & Defence
Local government services eg; visitor information centres, beach inspectors
parking attendants
Finance & Insurance
Tourists taking out travel insurance and using bank services
ENDNOTES
1
Service Skills Australia, Tourism, Hospitality and Events Environmental Scan 2011
Tourism Research Australia, Tourism Key Economic Facts December 2010
3 ibid
4 Tourism Queensland, Tourism Economic Key Fact December 2010
5 Queensland Tourism Industry Council, Tourism and Hospitality Workforce Development Plan June 2012
2
6 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)
7 | QTIC Submission – Improving the employment participation of people with a disability in Australia
(February 2013)