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Purpose This paper aims to present the findings from a European study on the digital skills gaps in tourism and hospitality companies. Design/methodology/approach Mixed methods research was adopted. The sample includes 1,668 respondents (1,404 survey respondents and 264 interviewees) in 5 tourism sectors (accommodation establishments, tour operators and travel agents, food and beverage, visitor attractions and destination management organisations) in 8 European countries (UK, Italy, Ireland, Spain, Hungary, Germany, the Netherlands and Bulgaria). Findings The most important future digital skills include online marketing and communication skills, social media skills, MS Office skills, operating systems use skills and skills to monitor online reviews. The largest gaps between the current and the future skill levels were identified for artificial intelligence and robotics skills and augmented reality and virtual reality skills, but these skills, together with computer programming skills, were considered also as the least important digital skills. Three clusters were identified on the basis of their reported gaps between the current level and the future needs of digital skills. The country of registration, sector and size shape respondents’ answers regarding the current and future skills levels and the skills gap between them. Originality/value The paper discusses the digital skills gap of tourism and hospitality employees and identifies the most important digital skills they would need in the future.

Copyright and reuse:The Warwick Research Archive Portal (WRAP) makes this work by researchers of the University of Warwick available open access under the following conditions. Copyright © and all moral rights to the version of the paper presented here belong to the individual author(s) and/or other copyright owners. To the extent reasonable and practicable the material made available in WRAP has been checked for eligibility before being made available.Copies of full items can be used for personal research or study, educational, or not-forprofit purposes without prior permission or charge. Provided that the authors, title and full bibliographic details are credited, a hyperlink and/or URL is given for the original metadata page and the content is not changed in any way. Corresponding author Acknowledgements:We are very grateful with the time and effort taken by the editor and reviewers who provided constructive and insightful suggestions to improve our paper in a substantial way. 2 Abstract:This paper discusses an approach to evaluate and analyse strategic planning in multifunctional complexities of coastal urban areas with conflicts regarding leisure space which restricts the diversity of tourism segments using an urban locale. The paper proposes a holistic and multi-faceted systems approach to analysing such multi-purpose use of urban spaces with a case study of Bournemouth where the needs of overseas language students and high spending tourists can present an interesting challenge to urban planners. The systems approach advocates integration and alliances in investment incentives to help identify alternative urban use strategies in tourism and leisure contexts which allows for re-branding of an urban area whilst extending the product offer.

This research analyses an innovative process employed by indigenous entrepreneurs and employees to design new and imaginative products closely related to their cultural, social and natural heritage, values and resources. In the State of Chiapas, home to one of Mexico's largest indigenous population, where poverty has persisted for decades, government and international agencies have promoted the development of many indigenous tourism initiatives. However the employment of top-down strategies focused predominantly towards the provision of tourist facilities have failed to recognize the crucial role of tourism products and activities, thus sustaining and promoting stereotyped ideas of indigenous peoples. This paper will focus on the benefits of collaborative research and knowledge dialogue between scientific and traditional wisdom to overcome some of these limitations through the application of an Indigenous Tourism Product Development Model. Using a participatory research process with the management and staff of four indigenous (Lacandon) owned and operated companies located in the communities of Lacanjá Chansayab and Nahá (Lacandon Jungle) in Mexico, the paper also explores the capacity of this process to revitalize culture while fostering feelings of accomplishment, participation, cultural pride and creative confidence among the co-researchers.

Tourism is fundamental to the economy of Wales, and the government tourism plan 2020–2025 centres on sustainable development. This paper presents a quantitative analysis of research undertaken by the Next Tourism Generation Alliance (NTGA) project in Wales evidencing sustainability skills gaps. Survey data collected from five tourism sectors, accommodation, food and beverage, destination management, visitor attractions, travel agents and tour operators, show that the highest green and social skills gaps were identified in food and beverage businesses, whilst accommodation reported the lowest skills gaps. The effect of the type of tourism sector, business size and job level on green skills gaps perceptions was found to be insignificant, which indicates that training in sustainability skills is considered important regardless of these variables. The effect of type of tourism activity on perceptions of social skills gaps including personal and communication was significant. Addressing skills gaps is crucial given the significance of the industry in the national economy and the need for recovery from COVID-19. Tourism is one of the worst affected industries in the pandemic, and global market research and policy guidance highlight the importance of sustainable tourism development to ensure a resilient recovery.