Acquiring competencies for work in travel agencies: Formal and informal education in Serbia
Constant changes in the market and technological advancements condition swift outdating of knowledge and require staff that is open to changes, flexible, proactive, and adaptable. Human resources required by travel agencies must have the basic knowledge of economy, geography, catering, transportation, consumer psychology, and must know at least one additional foreign language. Considering the fact that quality of service in tourism mostly depends on the interaction of the service providers and guests, it is expected of the employees to always smile, be polite, U D C 3 3 8 . 4 8 : 3 7 ( 4 9 7 . 1 1 ) D O I : 1 0 . 5 9 3 7 / t i m s a c t 1 1 1 4 1 9 6 P R E G L E D N I Č L A N A K 2017. Fakultet za sport i turizam, Novi Sad, TIMS Acta 11, 133-142