TOURISM FRONT-LINERS Providing a better service through enhanced means of communication and intercultural understanding
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1 TOURISM FRONT-LINERS Providing a better service through enhanced means of communication and intercultural understanding Project led by the Malta Tourism Authority Supported by: Malta Hotels & Restaurants Association and Heritage Malta Wednesday 25 th July 2012 at the Grand Hotel Excelsior, Floriana
2 Quality & HR Development Unit COMMITTED TO: 1. Developing people in tourism Responsible for the development of national human resources to meet the tourism industry s needs Build a strong liaison with employment, education and training institutions on actions required for the industry Implement EU-funded projects related to human resource development as outlined in the Tourism Plan 2. Develop initiatives that raises and promotes quality in the Maltese tourism industry Eco-Certification Scheme Quality Assured Schemes (DMC s, Visitor Attractions)
3 Project description Lifelong Learning Programme Leonardo da Vinci Programme Target: People in the Labour Market Overview A vocational training programme to enhance the knowledge in the French language in different tourism fields and the soft skills (communication, intercultural) of tourism front liners vis-à-vis the French clientele (language, culture, civilisation) Job-shadowing experience
4 Target group Front-office and / or reservations divisions of: Hotels Visitor Attractions Tourism Information Offices
5 Objectives of Mobility Visit Objectives Professional domain Linguistic domain Intercultural domain To enhance ability of participants to welcome tourists using their mother language To enhance & acquire further knowledge & skills regarding oral French practice and jargon used in the hotels/attractions/ information offices To increase knowledge on how to behave with & please French clientele & have an exchange of best practice
6 Where? Besançon in Eastern France Franche-Comté region, close to the border with Switzerland
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10 Tourism Statistics In winter 2011, the franc-comtoise hotel industry registered 774,430 arrivals amounting to 1,147,850 nights
11 Host organisation Centre de Liguistique Appliquée (CLA) Forms part of Université de Franche-Comté
12 When? 2 groups: 1. Sunday 14 th Saturday 27 th October Sunday 24 th Feb Saturday 9 th March 2013 (Tentative) MTA representative to join the group for the first few days of placement
13 Activities 40-hours training programme provided by Centre de Linguistique Appliquée (C.L.A) Written (grammatical) training Oral training Simulation exercises Possibility of talks from people in the industry / MTA Use of media centre at CLA
14 Activities cont Job-shadowing placements supported by: Several hotel establishments Tourist offices in Besançon Sightseeing (further info later) Some free time to explore the place further gastronomy, students night Certificate of participation
15 Costs covered Flights (KM) Airport transfers Travel Insurance (Attn: European Health Insurance Card, EHIC) Accommodation (B&B) Individual Studio flat at Adagio Access Besançon La City Sightseeing Some meals
16 Application & Selection Process
17 Who can participate? Eligibility Criteria: A minimum of 2 years working experience as a frontline staff including handling French clients Selection: Applicants in possession of any 1 or more of the below criteria will be given 1 st preference: O Level Certificate in French (Pass at Grade 5/C or better) or its equivalent (e.g. ITS certificate covering French at LLF03-05, or Alliance Française); A Level Certificate in French or its equivalent; 5 years working experience as a front-line staff including handling French clients
18 Application Form Interested applicants are to complete Application Form: Hand/Typewritten (Available on: ) Signed in blue ink Attachments to application form: Curriculum Vitae (CV) Letter of Recommendation (Reference) from HR / HOD Photocopy of Certificates (where applicable) Photocopy of Passport Passport-size photo
19 Original application form (signed in blue ink) including all attachments are to be sent to the attention of: Stephanie Rocco, Quality & Industry HR Development Unit, Malta Tourism Authority, Auberge d Italie, Merchant Street Valletta, VLT 1170 stephanie.rocco@visitmalta.com Submission deadline: Friday 10 th August 2012 Short-listing of applications Interviews (part in French) Tues 4 th Sept 2012
20 For further info you may contact the Quality & HR Development Team, MTA Stephanie Rocco Direct line: Website: Trained for Tourism AND.
21 This is only a taste. Photos courtesy of previous participants
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