TURİZM PERSONELİNİN YABANCI DİL GEREKSİNİMLERİ: ANTALYA ÖRNEĞİ
FOREIGN LANGUAGE NEEDS OF TOURISM PERSONNEL: ANTALYA CASE

Summary/Abstract: In the tourism sector, which is affected by the negative consequences of terrorist attacks and political developments, the decrease in revenues, the increasing competition and the decreasing market share have put new responsibilities on the enterprises. In the sector where the competition between companies and stakeholders is increasing, improving service quality and guaranteeing visitor satisfaction has become a necessity, not a preference. One of the most important parts of ensuring the sustainability of customer satisfaction and loyalty is personnel and customer communication. The purpose of this study is to reveal how foreign language knowledge is seen in the self-assessment of tourism personnel, which languages they need to learn in the future and the reasons behind these preferences. 74 interviews were made with hotel staff. The data were subjected to thematic analysis and descriptive analysis and content analysis techniques were used. The results of the study contribute to reveal the foreign language profile of the personnel required by the tourism sector.

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