1. Ineta Luka, prof. Turiba University, Latvia Enhancing Employability Skills for Tourism and Hospitality Industry Employees in Europe This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. Key Skills for European Union Hotel Staff AGREEMENT n°2014-1-HR01-KA204-007224

2. General Information about the Project  Period: September 1, 2014 – August 31, 2016  Participants: - Tourism and Catering School Dubrovnik (Croatia), - Turiba University (Latvia), - Ekonomska šola Murska Sobota (Slovenia), - IPSSA Nino Bergese (Italy), - Sapientia Hungarian University of Transylvania (Romania), - Primrose Ltd (UK). KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

3. Specific Project Objectives (I)  To improve the level of key competences and skills (namely, employability skills and language competencies), with particular regard to their relevance for the labour market (namely, tourism and hospitality industry) and their contribution to a cohesive society (namely, providing better cultural awareness and increased language competence); KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

4. Specific Project Objectives (II)  To improve the teaching and learning of languages and to promote the EU's broad linguistic diversity (11 EU languages and Russian), and intercultural awareness (culture of the EU countries that will be revealed in detail regarding the 7 partner languages, Romania representing ethnic Hungarian region) and in general concerning all EU. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

5. The Results Cover the EU Priority Fields  Increased competence in foreign languages;  Increased level of digital competence;  Greater understanding and responsiveness to social, linguistic and cultural diversity;  Improved levels of skills for employability;  Improved competences, linked to their professional profiles (employability in hotels, teaching by applying innovative materials, training by using new tools, developing autonomous learning ability);  Increased opportunities for professional development. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

6. Enhancing Employability Skills for Tourism and Hospitality Industry Employees in Europe  The 21st century and its challenges;  The EU strategic priorities;  2015 – European Year for Development. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 Our world, our dignity, our future

7. Enhancing Employability Skills for Tourism and Hospitality Industry Employees in Europe  Tourism – a key driver of socio-economic progress;  Employees in tourism must be qualified with regard to professional, methodological, social and leadership competencies and in order to develop them integrated approaches encompassing learning in natural environment should be applied;  Languages – a primary tool for operating successfully. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 Language learning is not the aim but the means to become a professional in the field

8. Methodology (I)  Exploratory research;  Pragmatism paradigm;  Mixed-method approach;  Quantitative and qualitative data analysis; KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

9. Methodology (II)  Purpose: to analyze the industry needs and language teachers’ perceptions on teaching languages for tourism and hospitality industry Europewide in order to create a course that would foster the development of tourism specialists’ employability skills applying integrated language learning approach.  Stakeholders’ surveys: 1) a survey of language teachers in 5 EU countries, 2) a survey of hospitality and tourism enterprise management in 5 EU countries. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

10. The Survey of Hotel and Restaurant Managers KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 A handpicked sample: 131 top level managers of hospitality enterprises from the five project countries recognized as experts in their field, in whose enterprises students have been undergoing their training.

11. Types of Accommodation/Catering Enterprises KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 Type FrequencyPercent 5 star hotel 139.9 4 star hotel 2418.3 3 star hotel 2720.6 2 star hotel 43.1 Guest house 118.4 Bed and Breakfast 118.4 Hostel 21.5 Youth hostel 32.3 Campsite 21.5 Restaurant 129.2 Pub 75.3 Bar 1.8 Other 1410.7 Total 131100.0

12. Respondents’ Position in the Enterprise KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 Type FrequencyPercent Owner 1914.5 General manager 64.6 Company manager 4332.8 Director 1713.0 Department manager 2619.8 Other 2015.3 Total 131100.0

13. Services and Facilities Offered at Hotels and Restaurants under Investigation KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

14. The Most Popular Major Languages Spoken by Inbound Tourists KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

15. Languages in Tourism (I)  A hotel manager of a 3 star hotel in a small town in Croatia: It is very important that the hotel staff speaks more languages and speaks them properly. It is important in order to create good reputation about the hotel and destination in general. I would be delighted if learning foreign languages helped to structure tourism business and to all organisations involved in tourism. (Employers’ survey, Respondent 35) KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

16. Languages in Tourism (II)  A bar and restaurant manager of a 3 star hotel situated on the outskirts of a tourism city of Croatia: I think the course is really needed, because we are a touristic city (a seasonal city). It’s always good in winter time to have a course for all staff but it must be every year because there is always someone who wants to learn more. Tomorrow that person will be a new leader. The course is especially needed for waiters, kitchen staff, reception and housekeeping. (Employers’ survey, Respondent 40) KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

17. Skills and Competences Necessary in Accommodation and Catering Business, % KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

18. Topics for the Conversational (A2/B1) Language Course for Hospitality Industry Employees, % KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 No.Topics Very needed Needed50/50 Not needed Absolutely not needed 1.Hotel Reception42.019.89.2 6.9 2.Restaurant37.428.211.55.31.5 3.Restaurant Kitchen7.631.328.213.03.1 4. Hotel Conference/Business Centre 13.722.113.010.73.1 5. City (getting oriented in a city) 16.831.320.69.21.5 6.Management Offices16.036.623.78.44.6 7.Housekeeping7.632.823.711.55.3

19. Topics for the English Language Course(B2/C1) for Hospitality Industry Employees, % KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 No.Topics Very needed Needed50/50 Not needed Absolutely not needed 1.Hotel Front Office32.128.211.5 3.8 2.Catering Services22.932.112.211.53.1 3. Conference and Business Services 16.823.713.712.23.1 4.Off-Site Services10.723.717.616.83.8 5.Financial Management7.615.318.320.63.1 6.Hotel Management24.423.712.211.54.6 7.Housekeeping7.622.116.818.33.8

20. Differences in the Employers’ Answers (Kruskal Wallis)  According to the respondents’ country (p≤0.05 in 9 variables);  According to the enterprise location (city centre, business district, outskirts, rural area, etc.) (p≤0.05 in 6 variables);  According to the enterprise type (p≤0.05 in 5 variables);  According to the hotel size (p≤0.05 in 3 variables);  According to the restaurant size (p≤0.05 in 2 variables);  According to the number of employees (p≤0.05 in 8 variables).  Cronbach’s Alpha test: α=0.937; s=0.932-0.938 KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

21. Suggestions by Industry Stakeholders  Proactive teaching definitely, small groups – maximum 6-8 persons.  Creating usual daily situations and role playing them, which is the best way to improve all necessary skills especially communication skills.  Interactional course with English (native) speaking professors.  The course has to be done every year before the start of the high season as the employees change. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

22. Summary of Industry Survey (I)  In general, employers approve the inclusion of the given topics in the curriculum for hospitality industry employees.  A comparatively lower score is given to the modules “Financial Management” (mean 1.9847, median 2.0000) and “Housekeeping” (mean 2.1756, median 2.0000). KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

23. Summary of Industry Survey (II)  However, the employers recommend to include the module “Financial management” in the curriculum.  They do not recommend the inclusion of the module “Housekeeping” in B2/C1 English language course, as housekeeping staff is not in contact with foreign tourists so much and B1 level is sufficient for everyday communication. Therefore, the module “Housekeeping” may be removed. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

24. The Survey of Language Teachers KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224 A handpicked sample: all 85 language teachers of five partner education institutions (18 from Latvia, 22 from Croatia, 15 from Italy, 15 from Romania, 15 from Slovenia)

25. The Number of Language Teachers Surveyed per Language KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

26. Respondents’ Teaching Experience KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

27. Students’ Specialization Field KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

28. Skills and Competences Necessary for Students (according to the teachers), % KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

29. Differences in the Teachers’ Answers (Kruskal Wallis)  Among countries regarding monological speaking skills (p=0.007) and leadership (p=0.026):  Italy demonstrates lower numbers of significance of monological speaking skills (mean=2.2667).  Concerning the language taught: reading skills (p=0.038), monological speaking skills (p=0.021) and communication skills (p=0.005):  Communication skills – Spanish teachers evaluate lower,  Reading skills – Spanish teachers evaluate them higher,  Monological speaking skills – English teachers evaluate higher. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

30. Methods and Tools Used by the Teachers in Language Classes, n=85 max KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

31. Respondents’ answers ‘very often’ and ‘often’ regarding methods applied, % KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

32. Differences in the Teachers’ Answers (Kruskal Wallis)  Significant differences were found in 11 items out of 15 (p=0.002-0.044);  The differences were not found only in the following activities:  reading long texts (p=0.057) where the respondents predominantly were not in favour of asking students to read long texts in class,  listening to monologues (p=0.146) where the most frequently mentioned answer was ‘sometimes’,  listening to dialogues (p=0.282) and acting out dialogues (p=0.295).  Cronbach’s Alpha test: α=0.938; s=0.936-0.939. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

33. Qualitative Data (I)  Key words of language teaching/learning methods and approaches: communication, communicative approach, speaking, listening, reading, writing, student-centred approach, interaction  An English teacher from Italy teaching English to students of Catering Vocational school, future restaurant employees: I generally use a communicative approach based on simulating dialogues and interactions. I mostly focus on developing and improving the four basic language skills: listening, speaking, reading and writing both in General English and in ESP. (Language teachers’ survey, Respondent 49) KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

34. Qualitative Data (II)  Key words key words associated with learning environment: motivating, encouraging, assisting, teaching through national cultures, relaxed atmosphere, natural learning environment, electronic support  A Spanish teacher from Latvia teaching tourism students: Different ways, but the teacher has to be an assistant, helper, orientation person who needs to guide students to get good results. Students are the ones who need to do the efforts through the tools the teacher provides them. (Language teachers’ survey, Respondent 3) KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

35. Qualitative Data (III)  Key words connected with occupation and employability: cases from life, simulations, dialogues in the field, occupational skills, language for business, teaching through economy, professional skills  A Business English teacher from Slovenia teaching young adults: My philosophy of language teaching is to teach my students to effectively communicate in a foreign language (being resourceful in everyday situations and their professional career), motivate my students to become independent thinkers, take control of their own learning (which is not easy to achieve). (Language teachers’ survey, Respondent 72) KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

36. Teachers’ opinion of methods and tools to be used in A2/B1 language course, n=85 max KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

37. Teachers’ opinion of methods and tools to be used in B2/C1 language course, n=85 max KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

38. English language teachers’ opinion of methods and tools to be used in B2/C1 English course, n=36 max KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

39. Suggestions for A2/B1 Language Course (I)  Hotel Reception;  Restaurant;  Restaurant Kitchen;  Hotel Conference / Business Centre;  Getting oriented in a City;  Management Offices;  Housekeeping – excluded. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

40. Suggestions for A2/B1 Language Course (II)  Kruskal Wallis test indicates a significant difference in the following variables: Hotel Business Centre (p=0.001) and Housekeeping (p=0.000).  Focus of A2/B1 language course should be on short texts, simple writing and listening tasks, lots of pair work, especially role-plays and simulations, including some specific vocabulary tasks and writing tasks.  The project team also found the suggested field work, where students should get first-hand information interesting. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

41. Suggestions for B2/C1 English Language Course (I)  Hotel Front Office;  Catering Services;  Conference and Business Services;  Off-site Services;  Financial Management (mean=1.9847, median=2.0000);  Hotel Management;  Housekeeping (mean=2.1756, median=2.0000) - excluded. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

42. Suggestions for B2/C1 English Language Course (II)  At this language level, the focus should be on longer, more demanding texts and tasks, on comprehensive writing tasks, case studies, simulations and problem solving tasks to develop both students’ language competence and their collaboration skills, problem solving skills and leadership. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

43. Summary  The needs analysis results pointed to the possible tools and teaching/learning methods to be included in the course.  In general, methods stimulating collaboration, interactivity, and communication have to be used as well as attention has to be paid to developing learners’ reading and writing skills. KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224

44. Thank you for your attention! Ineta@turiba.lv KeySkills4EUHotelStaff This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein. AGREEMENT n°2014-1-HR01-KA204-007224