The importance of English language skills in the tourism sector: A comparative study of students/employees perceptions in Croatia

Moira Kostic Bobanovic, Jasmina Grzinic


Communication skills are an important element of hospitality industry. Understanding of performance expectations are keys to the achievement of tourist satisfaction. Good oral and written communication skills are the top skills important to hospitality practitioners at different position levels. Good English communication during the study will add value to students' education. According to that fact the hospitality program itself will encourage critical thinking and for example tourism problem solving when it is necessary. In the tourism industry supply and demand side must communicate perfectly in order to ensure quality and needed performance standards. In the business tourism practice oral communication is a bit higher than written communication, but both categories are rated high. (Kay and Russette: 2000). The authoresses, through a questionnaire, explore the importance of communication skills (speaking, reading, listening and writing) in English language among hospitality employees and students studying business and tourism. The importance of good cooperation between the language/hospitality teaching programmes and the Croatia Tourism Authority is a high priority if the development of steady all-year-round tourism is to be a possibility.  In concluding, the implications of the findings are discussed and concerns rose over the need to address evident weaknesses in order to enhance career options and tourism management in Croatia.


English language; communication skills; hospitality employees; students; Tourism Authority

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DOI: 10.6092/issn.2036-5195/2476


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