Report on 82 in-depth interviews in 7 European countries relating to the use of languages in the Tourism Sector Research conducted by the work group “SLEST” for the “Leonardo-da-Vinci” project The present project is financed with the approval of the European Commission. The authors are the sole owners of this publication and the commission denies all responsibility for the possible use of the information contained herein.

Summary of in-depth interviews 1. What is your sector of work?

2. To what extent are foreign languages involved in your work? Which languages and at what level? English is undoubtedly the first language (essential for work) Other languages: this depends a lot on the country, the job and the other countries which border it In general: a second language is absolutely indispensable for the hotel sector and tour operators; for travel agencies a second language is, in general, less important.

3. What are the situations where you or a person in your position has to use foreign languages? Contact with  foreign partners  foreign institutions and companies  clients

4. What are the language skills most used? (indicated in %)

5. Would you ask for a language qualification from a new employee, and if so at what level? The answers were very varied - between a “no” and “definitely yes”; often it seems that oral skills or foreign experiences are more important Hotels: from good to optimum level in English (written and spoken;) and also at least a second language at a good level Travel agencies: - good level of comprehension and conversation (English) - other languages are also relevant for those in certain positions

6. Would you ask for a language qualification from a potential employee? If yes, which type of qualification? The answers were very diverse, but if employers do require a qualification, then an international qualification is preferred. Qualifications are almost always welcomed, but often not indispensable; potential employees would also have to show a certain level in the relevant area.

7. With regard to foreign languages: which skills are necessary? a) Specific vocabulary (for the sector) b) Idioms c) Abitily to hold a discussion in various situations d) Know how to be courteous in the 2 nd language e) Marketing f) Knowledge of different cultures

8. If you think of the foreign languages that you know best, where do you find the most difficulty? The majority of people interviews said they did NOT have big problems; if they said that they do have problems, they are:  Pronunciation can be a probelm with partners whose mother tongue is English  If the other person speaks too fast  If both speak the 2 nd language, the conversation becomes easier

9. If you think of the foreign language you know the best, which difficulties do you face? (indicated in %)

10. Do the problems encountered in the 2 nd language cause an obstacle for communication?  Often only for the language which is least known  When foreigners don’t speak English well enough  At high levels communication problems often do not exist; there are more problems at the lower levels, in direct contact with clients

11. Have you personally encountered intercultural problems in your work? All answered that this has only happened rarely, and that furthermore the problems have always been easily resolved – especially in the hotel sector. Some problems were very specific to a particular situation.

12. Do you remember specific times, where your foreign colleagues have had problems in communicating? almost all responded: no!

13. In your opinion, what is the level of language knowledge of people who work in your sector? The answers given were very different depending on the country France: all good Germany: at least English (very) good Italy: 80% intermediate level Poland, Slovenia and Spain: in general intermediate UK: (see note)

14. Do you think that in the future there will be new roles created in the Tourism Industry? If yes, which?  revenue manager  consultants (in general)  guest relations manager  instant service manager  yield manager  creators of new tourist offers  professions linked to the internet