Experience Manager (PST1): Requirements

Experience Manager: Reference scheme

Scheme C) Unregulated profession built without regulatory references.

The reference scheme is based on the 'modelSkills Cycle' and is in line with the 'Tourism, Arts, Heritage Competence Framework (TAH-CF)'. the TAH-CF is defined in accordance with the European Qualifications Framework (EQF), the Recommendation of the European Parliament and of the Council 2009/C 155/02 (ECVET) and the APNR (Non-Regulated Professional Activities) scheme adopted by UNI for the technical standardization of unregulated professions.”

Description

PSTES1: Experience Manager

The Experiences Manager is a professional figure, with a high specialist content, who has specific skills to carry out activities of: Planning, Creation and Management of Experiences in the various reference sectors for which it is possible to create experiential events.

The Experiences Manager can carry out the activities both on their own (self-employment) as a consultant and for other interested parties as the Experiential Events Management Manager

The Head of Experiences has a deep knowledge of the techniques and methodologies used in the experiential field and of the reference sector to which the experiential offers refer.

In order to take into account the different specializations linked to the different sectors to which the experiential offers are applicable, the different activities indicated in the Repertoire of Experiential Activities

Note:

The professional who has the preparation to carry out the activities associated with any sector in which experiential offers are proposed is considered an Experience Manager.
The various specializations are not to be considered distinct in an absolute sense or incompatible with each other, as they differ only in certain operational and sectoral aspects.
It is assumed that the various specialist figures have adequate knowledge of the sector in which they intend to operate

Standards of Reference

European Qualification Framework (EQF)
Recommendation 2009 / C 155/02 (European Credit System for Vocational Education and Training - ECVET)
Law 4/2013 relating to non-regulated professions

Specific tasks and activities

The specific tasks and activities are listed below, associating the knowledge and skill requirements for each specific task or activity.

Fundamental tasks and specific activities

T1: Evaluate the needs and expectations of the user of the experiences
T2: Analyze the Reference Context
T3: Design the Experience Management System (EMS)
T4: Manage and maintain the Experience Management System (EMS)
- Activities: T4.1: Plan activities from a qualitative and operational point of view
- Activity: T4.2: Define internal procedures and regulations
- Activity: T4.3: Coordinate human resources (staff)
- Activity: T4.4: Ensure the correct execution of the experiential event
- Activity: T4.5: Monitor the quality of the experiential event
- Activity: T4.6: Improving the experiential event

Skills, Knowledge and Autonomy and Responsibility (Skills)

Note: The competences necessary for a profession, which include skills and knowledge, constitute a dynamic whole. These may vary depending on specific territorial contexts and are subject to changes over time due to factors such as technological evolution or other sectoral developments. Therefore, the examples of skills and knowledge presented here are to be considered purely indicative and not exhaustive, and will be subjected to constant revisions and updates.

In brackets (S) skills and knowledge that may be needed for specific sectors. If no brackets are present, the skill, activity or knowledge can be referred to all specialist profiles.

Task T1: Evaluate the needs and expectations of the user of the experiences
- - Ability
    - SQ1: Analysis skills
    - SQ2: Ability to synthesize
    - SQ10: Analyzing the explicit, implicit and binding requirements of users
    - SP15: Analyze the experiential question
  - Additional required knowledge:
    - KQ2: Quality Management - Factors, indicators and standards of quality in services
    - KQ22: Quality Management - Factors (dimensions) and quality indicators
    - KS3: Experiential Tourism
    - KS29: Tourism Marketing
    - KQ33: Quality Management - Stakeholder Requirements Analysis
    - KS91: Theories and Models of Experiences
    - KS93: Characteristics of Experiences
Task T2: Analyze the Reference Context

Business: T2.1 Identify and Analyze sector legislation
- - Ability
    - SQ1: Analysis skills
    - SP11: Identify and evaluate the applicability of experiential techniques and methodologies in the reference operating context
  - Additional required knowledge:
    - KS316: Experiential techniques and methodologies in the hospitality sector (S)
    - KS317: Experiential techniques and methodologies in the catering sector (S)
    - KS318: Experiential techniques and methodologies in the field of artistic craftsmanship (S)
    - KS319: Experiential techniques and methodologies in the cultural events sector (S)
    - KS340: Experiential techniques and methodologies in the sector of Rural Tourism and Agritourism (S)
    - KS341: Experiential techniques and methodologies in the Commercial Distribution sector (S)
    - KS342: Experiential techniques and methodologies in the Human Services sector (S)
    - KS343: Experiential techniques and methodologies in the field of Excursion Services (S)
    - KS344: Experiential techniques and methodologies in the field of Guided Tours (S)
    - KS3: Experiential Tourism
    - KS345: Hospitality Tourism (S)
    - KS8: Food and Wine Tourism (S)
    - KS346: Tourism and Artistic Crafts (S)
    - KS347: Cultural Tourism (S)
    - KS15: Rural Tourism and Agritourism (S)
    - KS348: Commercial Distribution (S)
    - KS12: Spa and Wellness Tourism (S)
    - KS6: Nature Tourism (S)
Task T3: Design the Management System for Experiential Offers (SGOE)
- - Ability
    - SQ1: Analysis skills
    - SQ11 Design the processes and services necessary for the delivery of the experiential offer
    - SQ12: Implement, document and classify core processes
    - SQ14: Propose process changes to facilitate and rationalize improvements
    - SQ18: Identify, understand and evaluate the factors, indicators and quality standards for experiential activities
    - SP17: Contribute to the development of the experiential offer
    - SP112: Put local identities in a relational context
  - Additional required knowledge:
    - KQ1: Quality Management
    - KQ22: Quality Management - Factors (dimensions) and quality indicators
    - KQ11: Quality Management - Design and development;
    - KS95: Designing Experiences
    - KS139: Management Systems of Experiential Offers (SGOE)
Task T4: Manage and maintain the Experiential Event Management System (SGEE)

Activities: T4.1: Plan activities from a qualitative and operational point of view
- - Ability
    - SQ5: Planning skills
    - SQ7: Ability to produce improvement plans
    - SP40: Knowing how to organize the spaces where events are held
    - SP41: Knowing how to organize the location and the "staging" of one's experiential offer
  - Additional required knowledge:
    - KQ7: Quality Management - Planning and monitoring of the service
    - KQ8: Quality Management - The procurement system
    - KS102: Theater as a model for staging experiential events
Activity: T4.2: Define internal procedures and regulations
- - Ability
    - SQ3: Organizational skills
    - SQ13: Implement Procedures and Operating Instructions
  - Additional required knowledge:
    - KQ4: Quality Management - System Documentation; the Manual; Procedures and Operating Instructions;
Activity: T4.3: Coordinate human resources (staff)
- - Ability
    - ST2: Group management and coordination skills
  - Additional required knowledge:
    - KQ5: Quality Management - The management of human resources
Activity: T4.4: Ensure the correct execution of the experiential event
- - Ability
    - SQ4: Ability to control
    - SP40: Knowing how to organize the spaces where experiential events are held
    - SP41: Knowing how to organize the location and staging of one's own experiential offer
  - Additional required knowledge:
    - KQ9: Quality Management - Production and provision of the service;
Activity: T4.5: Monitor the quality of the experiential offer
- - Ability
    - SQ19: Apply auditing tools
    - SQ20: Apply monitoring methodologies and techniques
    - SQ21: Apply Customer Satisfaction methodologies and techniques
    - SQ22: Monitor and Evaluate event delivery
  - Additional required knowledge:
    - KQ13: Quality Management - Monitoring and measurement of processes and services
    - KQ14: Quality Management - The Management of Non-Conformities and Corrective Actions
    - KQ15: Quality Management - Evaluation of the quality of services
    - KQ16: Quality Management - Internal inspections (Audit)
    - KQ19: Quality Management - Conducting audits
    - KQ31: Quality Management - Monitoring and audit
Activity: T4.6: Improving the experiential offer
- - Ability
    - SQ14: Propose process changes to facilitate and rationalize improvements
    - SQ16: Evaluate and analyze individual processes to identify corrective and improvement actions
  - Additional required knowledge:
    - KQ35: Quality Management - Continuous Improvement
- Autonomy and Responsibility: (Fifth EQF level)

Profile Evaluation Criteria

For the attestation of possession of the requisites of competences, skills and knowledge related to the profession of Experiential Events Manager, it is proposed to take into consideration methodologies that take into account the following aspects in a non-mutually exclusive way, i.e. possibly in combination with each other :

Qualifications issued in the academic field (Formal Learning)
Specific training (Non-formal learning)
Work or professional experience (Informal learning)

Requirements for access to the professional figure

Since the professional figure is not organized in an order or college, the requirements may vary based on the relevant Professional Association or other criteria established by the individual interested parties. Below are the requirements adopted by AITOC - Italian Association of Tourism Professionals and Cultural Operators.

Reference diagram: SP/TAH-CF/PSTES1

Have attended specific training courses for the professional figure in question organized/recognized by Universities, Regions or Professional Associations established pursuant to Law 4/2013 and recognized by the MISE and at least six months, even non-continuous, of proven work or professional experience in the reference sector in the capacity of Head of Experiences

Be included in the Registers of Professional Associations established pursuant to Law 4/2013 and recognized by the MISE as long as they refer to the competence in question