Development of Foreign Language Skills Among Employees of Hospitality Enterprises

Abstract

Foreign language skills are one of the most valuable qualities sought in employees of accommodation enterprises. Development of these skills is a problem that is expected to be solved in the tourism sector. Basing on this point of view, the aim of the research is to determine the methods and techniques for the development of foreign language skills that the personnel working in different departments of the accommodation establishments can use in activities inside and outside the hotel. Also, it is aimed to present them for the use of the beneficiaries. Within the framework of the thesis’s purpose, the responses of hotel managers, employees, and trainers in tourism faculties and vocational high schools affiliated to the Ministry of National Education of Turkey on the development of foreign language skills of hotel employees were evaluated. A model of improving the foreign language skills of hotel employees was proposed based on the 24 participants’ responses. The obtained qualitative data from participants was analysed with the NVIVO 12 analysis program. Descriptive and content analysis techniques were used to examine the collected data. As a result of the research, it was determined that the employees in the front office, food and beverage, guest relations, and sales-marketing departments attach importance to the development of speaking, listening, and understanding skills in English, German, and Russian languages. It was revealed that hotel employees expect all kinds of foreign language courses from the hotel management and reward those who are successful in foreign language education.