E – Client – The development of a Virtual Simulator for Language Learning for Tourism professionals

This is a 2 year Leonardo da Vinci funded Multilateral Project – Development of Innovation. It started in October 2007 and will finish in September 2009. The Project Leaders are FEHR, FEDERACION ESPAÑOLA DE HOSTELERIA (FEHR). There are 7 European partners involved in the project: FASE (ES), GIP (FR), Eurotechniki Consulting Ltd (GR), PNM Language Services Ltd (UK), Baser (BG), Kiezküchen ggmbh (DE)

This project aims to help the lower skilled workers in the Hospitality Industry, namely Reception staff, Waiters and Bar staff to be able to communicate more effectively with clients in one or more foreign languages.

An online simulation tool using filmed scenarios is being developed (in 6 languages). The scenarios have been selected and approved by representatives of the industry.

The language simulator will be based in ‘real’ situations occurring in restaurants, hotels and bars. The learners will have to react to given situations and solve problems in the target language but will be given prompts to do so. Before the simulation, the students will have the opportunity to work through preparation materials, resources and didactic tips that will help them in managing the simulated scene. The training materials will also comprise information about good manners in service, cultural specific issues, ethics and fundamentals for customer satisfaction. The Simulator will be framed within the LEVELS A1/A2 and to some extent to level B1 of the “CEFRL”.

12 Situations have been chosen and short videos are being produced:
Hotel Reception Staff:
  • Booking – telephone bookings and problems with bookings
  • Checking in – simple checking in and problems with checking in
  • Giving General Information – hotel facilities, local information, directions and wake up calls
  • Dealing with problems and complaints with the room
  • Other problems and complaints – lost property, noise, smells etc
  • Clients’ problems – accidents, damage and illness
  • Checking out and paying – simple checking out, problems with the bill, payment methods and problems

    • Restaurant Staff
  • Welcoming clients and taking orders – menus, taking orders and special requests
  • Explaining menus, drinks and cultural aspects – localised for each country, explaining dishes, ingredients, cooking preparations, cultural culinary habits
  • Serving food – problems and complaints – extra requests, problems, wrong orders, waiting times and accidents
  • Bills and payment – explaining bills, problems with bills, transactions and problems with transactions

    • Bar Staff
  • Serving drinks and giving information – taking orders, special requests, giving explanations on drinks, information on events

    • A control board has been selected in each country to oversee the process and to ensure that the materials developed are relevant and fulfil the need of the sector.
    The tool has been designed to be ‘user-friendly’ and accessible. Filming of the situations is planned for early 2009 and the tool will be ready to test in March 2009.

    The website address is www.e-client.org

    For further information please contact: Maria Jesús Mariñoso - fase@fase.net.