Cultural+Diversity+Strategy+and+Implementation+Plan

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Filte Ireland

Amiens Street, Dublin 1, Baggot Street B ridge, Dublin 2

Tel: 1890 525 525 (+353 1) 602 4000/884 7700Fax: (+353 1) 855 6821

Email: [email protected]

www.failteireland.ie


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Actions to Support Human Resource (People) Capability

Strategic Success Driver 7 The People in Tourism

Objective To ensure that the people working in tourism in Ireland operate to the highest international standards of

professionalism and that the generally highly positive experience of tourists with the people they meet in Ireland,

well-documented in successive surveys over the years, is maintained and enhanced.

Rationale Tourism is an industry in which the attitudes, competence, enterprise, innovation, hospitality and friendliness

of the people in it are an intrinsic part o f the product itself. The people in tourism are at the heart of the touristexperience in Ireland and the ultimate determinant of the quality of that experience.

Action

Managing Cultural Diversity Develop and implement a strategy and detailed implementation programme to provide

for the integration of non-national* employees within the work-place and more widely in our society in a way that

recognises and supports cultural diversity and enhances their personal and professional development and their potential

to add a new and valuable dimension to traditional Irish tourism values.

This report summarises the progress made by the working group on Cultural Diversity in carrying out this action.

* see glossary on page 5.

Context


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We would like to thank the international staff who contributed to this work. Located ina range of establishments nationally they and their employers facilitated our visits andmany of them came to meet with us on their days off.Whilst we would love toacknowledge the international staff members individually and also their employersconfidentiality prevents us from doing so.

In preparing a report of this nature help was needed from many sources. Not only was

help freely given but there was an energy about those who contributed. Be they the Irishemployees, employers or their representatives or members of staff from the professionalorganizations or academic institutions all wanted to contribute to ensure that our muchneeded international staff now and in the future have positive experiences whilst livingand working in Ireland.

Adrian Cummins,

Irish Hotel and Catering Institute (IHCI)

Anne Dearey,

Failte Ireland

Anne O Carroll,

Irish Hotels Federation (IHF)

Brendan Leahy,

Irish Tourist Industry Confederation (ITIC)

Karl Reinhardt,

Irish Hotel and Catering Institute

Dr. Aileen Pearson-Evans,Dublin City University (DCU)

Henry O Neill,

Restaurant Association of Ireland (RAI)

Jennifer Wallace

National Consultative Council for Racism

and Interculturalism (NCCRI)

John Power,

Irish Hotels Federation (IHF)

Kay Caball,

Restaurant Association of Ireland (RAI)

Kensika Monshebgwo,

National Consultative Committee on Racism

and Interculturalism, (NCCRI)

Nora Byrne

TRED,TRED Equal Project

Ursula Sherlock,

Licensed Vintners Association (LVA)

Acknowledgements


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Context

1 Acknowledgements

2 Contents

4 Executive Summary

5 Glossary

7 Chapter I: Introduction and Background7 Tourism Policy Review Group

7 Tourism Targets and Staff Shortages

7 Growth of International Staff

8 Culturally Diverse Groups

8 Development of the Strategy and Implementation Plan

8 Strategy and Development Process

8 Research Review

9 Advantages of an International Workforce Environment

9 Challenges of an International Workforce Environment9 International Employees Their Views

12 Summary of Key Findings

13 Steps to Integration

15 Chapter 2: Good Practice

15 International Good Practice

15 Irish Good Practice

www.failteireland.ie

Contents


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48

Handling Hints

Cultural Trait #8

Handling Hints

Cultural Trait #9

Handling Hints

Cultural Trait #10

Handling Hints

Accept that people from different cultures spend their leisure time in different ways. Somecultures do not allow alcohol, which can make going to the pub or serving intoxicated patrons

an uncomfortable experience. Try to be flexible about different peoples comfort zones when

extending or refusing invitations.

Irish people tend to like to get to know the people around them, particularly in smaller

communities or workplaces.

Remember that not everyone is used to mixing their personal lives and their professional lives.

Only ask questions that you would be comfortable answering, and remember that sharing

information puts some people at ease but makes other people uncomfortable.Try to find a

balance and respect other peoples boundaries.

Ireland has a complicated relationship with religion, which in general has been the Catholic faith.

Understand that the influence of religion on a persons life varies enormously. Many religions have

strict dietary requirements,for example, that must be considered when preparing, serving and

offering food. Regardless of your own religious beliefs, allow everyone the right to celebrate theirs.

The Irish tend to use a lot of slang and colloquialisms when expressing themselves. Pauses in

conversations are short and talking over someone else is not considered particularly rude.

Be aware of the language barriers that exist in Ireland. Try to adapt your speech to your

audience, and to ask questions if a meaning is not clear.Observe your colleagues in

conversation for cues about pausing, interrupting and turn-taking.


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The Welcome Way

cultural diversity strategy & implementation plan

Translated into 13 languages: French,

German, Spanish, Irish, Polish, Slovakian,Lithuanian, Latvian, Romanian, Russian,Chinese, Malaysian, Arabic.


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Appendix 2

Work permit update to members

Source: Irish Hotels Federation

30th September 2004

Reception and Bar staff are still ineligible categories.Anemployee on a current work permit for the Restaurantis ineligible to be transferred to either of the above areaswhen work permit is being renewed.

An employer who wishes to apply for a work permit fora candidate currently working in another premise (on avalid work permit) must go through FS before applyingto the Department of Enterprise, Trade and Employment.However, it is now possible for an applicant to changefrom one employer to another unless they are movinginto one of the ineligible areas of Bar or Reception.

An employee on a current work permit who must leavework through no fault of their own i.e. redundancyis entitled to a new work permit provided the newemployer is willing to apply for the new permit.The employer is not obliged to go through FS.

An employee who has worked in Ireland continuously for6 years with the same employer is entitled to apply fora work permit with no expiry date.

An employee who has worked in Ireland continuouslyfor the last 5 years on a valid work permit is entitled toapply for an Irish passport. (Department of Justice)

If a non EU National is married to an EU national for thelast 3 years they are entitled to work in Ireland withouta work permit.

An employee must have at least 15 months beforeexpiry date on their passport in order to have a workpermit application accepted.This applies to renewalsand new applications.

cultural diversity strategy & implementation plan

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