Project Type Innovationstransfer
ACAD konzentiert sich auf die Übertragung der Trainingsmethoden über Kundenservice für Kunden mit Behinderungen. Diese Methoden wurden für die Mitarbeiter von Hotels und Restaurants in den Partnerländern getestet und erfolgreich umgesetzt.
Lehrmaterialen, Evaluierungsmethoden des Schulungsbedarfs und die Zugänglichkeit der Dienstleistungen im Hotels und Restaurants wurden an polnischen Bedingungen angepasst. Es nimmt sicherlich positiv Einfluss auf ständige Entwicklung von Hotels und Restaurants Arbeiter berufliche Qualifikationen. Das Ziel des Projektes ist die Qualität der Berufsbildung für die Arbeiterschaft und Verwaltung zu verbessern, und auch durch die Entwicklung der Beurteilungskriterien der angebotenen Dienstleistungen, um sie zu zertifizieren.
Der Vorteil des Projektes ist es auch der Anstieg des allgemeine Bewusstsein, das die Beschäftigungsmöglichkeiten für Menschen mit Behinderungen in diesem Sektor verbessert.
The research conducted by FIRR in 2009 indicated that there were significant barriers in accessibility of hotel/accommodation and catering services to people with various disabilities. Only 2% of examined hotels employed person using sign language. None of them offered information or other material printed in Braille. In case of catering services, more than half of them were inaccessible for people with physical disabilities because of architectonic barriers. Only in case of 2% of restaurants the special training in disability issues was conducted and none of the hotels had such training so far.
The conclusion of the research was that the staff of hotel and catering services did not have skills necessary to provide adequate services to clients with disabilities what was a consequence of certain lack of coverage of that subject in available vocational training offer. The provision of full access to hotel and catering services for all clients without discrimination on the ground of disability is one of obligations of modern European society.
The necessary condition for that is to prepare qualified human resources to provide proper services in mentioned sectors.
Great experience of Action For Blind People from Great Britain and National Youth Association For Family Action from Portugal as well as efficient project management of Foundation for Co-operation Fund gave enormous opportunity for improvement of hotel and catering services in Poland. The Foundation Institute for Regional Development since its establishment has promote inclusion of people with disabilities in all areas of social and economic life.
The experience of all four partners ensured the realistic assessment of needs and practical implementation of best possible solutions.
Among hard results of the projects are: training frame curriculum for personnel and management staff of hotel and catering services, pilot training of 40 employees of hotels and restaurants, qualification assessment mechanism for staff of addressed sectors in relation to services to clients with disabilities, elaboration of manual for hotel and catering services.
The outcome of the project certainly includes raised awareness, developed specific skills and expertise of addressed sector and development of qualifications of their staff. The benefits from project activities and results for target groups (for example increase in the number of clients because of clients with disabilities) will encourage others.
The Opening of hotel and catering sector to clients with disabilities will rise social awareness and increase level of social inclusion of that disadvantaged group. For hotel and catering sector, it gives the chance to widen their offer, increase of the competitiveness both of addressed services as a whole and position of particular employee involved in the project on the European labour market.
Vocational education trainings offered in Poland both to young and adult participants of courses in catering and hotel business have not included modules related to special needs of clients with disabilities. The natural consequence of that situation was deficiency in awareness of those special needs and lack of key skills and qualifications required to meet them. Similar situation existed in case of curriculums in further education system. The main problems were related to safety procedures, provision of the same standard of services both for people with and without disabilities, as well as basic communication skills especially in contact with people with sensory disabilities (vision, hearing, speech).
Due to the lack of appropriate educational offer, the staff employed in Polish hotel and catering sector has no opportunity to improve their skills in service for people with disabilities. The urgent changes had to be made in that area particularly considering equal rights of people with disabilities to fully participate in social and economic life, including equal right to use hotel and catering services as other citizens of any European country. Limited access to those services affects the balance in social participation and is a direct discrimination of people with disabilities.
Research done by FIRR tested the frequency of training of skills to provide adequate services to people with disabilities in hotel and catering sector. The result showed indicator 0 in hotels and almost 0 in catering services. The staff of those services reported significant lack of skills in relation to basic services for people with disabilities in hotels (62%), deficiency in communication skills with sensory disabled clients (100%) as well as various deficits in physical environment, accessible information formats etc.
Representatives of all services participating in the research have notified the interest in training related to special needs of clients with disabilities. They perceived it as the chance to widen their offer and in consequence, the increase of number of clients, higher income and better position on the market.
Project ACAD played also important role in preparation of hotel and restaurant sector for Football European Championship in 2012. Undoubtedly, there will be people with disabilities among European visitors on that event.
Project ACAD aimed at development of training curriculum in hotel and catering services in their provision for people with disabilities and conducting several trainings based on that curriculum. It equipped the staff with skills required to meet special needs of clients with various disabilities and also effects the growth of awareness and development of civil society. The manual with practical hints for the personnel of hotels and restaurants will be very useful and sustainable result of the project since it can be used many times after the project end.
The qualification assessment mechanism allows the reliable verification of declared quality of services in relation to real requirements and demand on the market. This perfectly fits in European priority of development of vocational skills considering labour market needs.
The activity main objective was complex development of vocational skills of addressed groups and in consequence increase of their competitiveness on the labour market. The achievement of that goal wass possible thanks to fulfilment of European priority of development of quality and attractiveness of vocational education training systems and offer and competences of teachers and trainers.
Berufsorientierung und -beratung
Zugang für Benachteiligte
Erbringung von Sonstigen Wirtschaftlichen Dienstleistungen
Gastgewerbe/Beherbergung und Gastronomie
Erziehung und Unterricht
Private Haushalte mit Hauspersonal; Herstellung von Waren und Erbringung von Dienstleistungen durch Private Haushalte für den Eigenbedarf ohne Ausgeprägten Schwerpunkt
Kunst, Unterhaltung und Erholung
Unterlagen für offenen Unterricht
Transparenz und Zertifizierung
ACAD aimed to pass maximum of practical information, experiences and advice, what encourages to use its result also after the end of project lasting. Results of project will be in use by partners after its end with European and own funds support.
- Training program and materials adapted to Polish customers needs.
- Questionnaire of evaluation - participants.
- Questionnaire of evaluation - trainers.
- Training program and tools evaluation.
- Expert questionnaire.
- Universal training program.
- Control tool - criteria of qualifications' level.
- Manual for accommodation and catering branches (including service offered for impaired clients).
- Promotional leaflet - ACAD.