1. Strategic Partnership Engagement: South-East Asia Alan Maguire Manager International Projects William Angliss Institute 26 July 2012 RTO No. 3045 CRICOS No 1505M

2. Government accredited specialist centre for Tourism, Hospitality and the Culinary Arts in Victoria, Australia. Training and Consultancy Services provided to the Tourism, Hospitality and Food Industries. Annually has 21,500 Local Clients / Students and 1300 international students from over 45 countries with more than 100,000 graduates worldwide. William Angliss Institute RTO No. 3045 CRICOS No 1505M 2

3. About William Angliss Institute History  William Angliss Food Trades School  Established 18 September 1940  Initially butchery, cooking, waiting, pastry and bread making  1960 expanded into Hospitality later into Tourism  International operations 1994  Specialist Centre Tourism, Hospitality & Culinary Arts. RTO No. 3045 CRICOS No 1505M 3

4. RTO No. 3045 CRICOS No 01505M Specialist Areas  Hospitality  Travel, Tourism and Ecotourism  Event Management  Resort Management  Commercial Cookery and Patisserie  Food Science and Technology  Food Processing  Entertainment Event Operations. 4

5. About William Angliss Institute Locations Australia  Melbourne, Sydney, Brisbane, Adelaide. Asia  Shanghai, Hangzhou, Nanjing, Tianjin, Zhongshan South East Asia  Singapore, Bangkok, Kuala Lumpur. RTO No. 3045 CRICOS No 1505M 5

6. Angliss International International Education and Projects RTO No. 3045 CRICOS No 1505M 6

7. RTO No. 3045 CRICOS No 1505M International Activity 7

8. International Student Origins RTO No. 3045 CRICOS No 1505M 8

9. CountryActivity SingaporeEstablishment of a Tourism CET Centre ChinaFive joint campus sites for tourism/hospitality delivery Saudi ArabiaCurriculum and toolbox (resource)development ThailandJoint delivery of Thai and Australian qualifications MalaysiaJoint delivery of Malaysian and Australian qualifications IndonesiaDevelop competency standards and national training system PhilippinesCoffee Academy and teacher training RTO No. 3045 CRICOS No 1505M 9 International Projects @ WAI – Recent and current projects

10. CountryActivity Pacific IslandsAustralian Pacific Technical College East TimorTourism teacher training AngolaHospitality training on remote mining sites MacauHotel pre-opening training VietnamIndustry training - hotels, resorts, airlines, travel and tours Lao PDRDevelop Food & Beverage competency standards ASEAN Member StatesDevelop competency standards, toolboxes & gap analysis RTO No. 3045 CRICOS No 1505M 10

11. International Partnerships - industry, education and government 11 RTO No. 3045 CRICOS No 1505M

12. 12 International Partnerships – industry, education and government RTO No. 3045 CRICOS No 1505M

13. International Partnerships: industry, education and government RTO No. 3045 CRICOS No 1505M 13

14. International Experience & Capability  70 years specialising in the hospitality and tourism human resource development business  Customised human resource training solutions to meet the client needs and local context  Work with diverse client groups internationally, from large international chains to local brand hospitality and tourism operators  Build partnerships with clients in the design, development and delivery of HR solutions. RTO No. 3045 CRICOS No 1505M 14

15. International Partnerships in South-East Asia Example 1: Timor Leste: Diploma of Tourism and Work Placements  Funded by World Bank  Aim to deliver tourism, hospitality and vocational teacher training qualifications to a select group of Timorese graduates who will form the initial teaching faculty of a proposed Tourism and Hospitality Polytechnic to be opened in Los Palos, Timor Leste at the beginning of 2013  William Angliss won tender to deliver Tourism component in conjunction with our local Timorese partner, East Timor Development Agency  Program is composed of delivery of Australian accredited Diploma of Tourism in Timor Leste and Melbourne with two x 8 week Work Placements in Melbourne  Trainees also complete Certificate IV in Training and Education separately RTO No. 3045 CRICOS No 1505M 15

16. International Partnerships in South-East Asia Timor Leste: Diploma of Tourism and Work Placements Groundwork for current project:  Previous projects in the Pacific region including involvement in the R.E. Ross Trust Regional Fellowship Program and the AusAID funded Short Course for New Caledonia. Both programs gave opportunities for Pacific Island trainees, including East Timorese, to come to Melbourne and study at William Angliss Institute  Provision of in-country Tour Guiding curriculum and resource development and training to staff of the East Timor Development Agency in 2005 and 2009  Certificate II (Hospitality) training for Timorese kitchen hands working on ConocoPhillips oil drilling platforms in the Timor Sea. The company’s aim was to replace Indonesian chefs with local Timorese by upgrading their culinary skills RTO No. 3045 CRICOS No 1505M 16

17. International Partnerships in South-East Asia Timor Leste: Diploma of Tourism and Work Placements Success of current project based on:  Trust and experience gained through previous Australian/Timor Leste partnership engagement in smaller scale projects  Ability to work together cooperatively with partner, East Timor Development Agency, to share the delivery of the program using each others’ strengths  Ability to liaise and cooperate with six other local Timorese and Melbourne based providers participating in various aspects of the project as well as the World Bank and Ministry of Education  Ability to adapt the program delivery to suit the particular needs of the trainees  Ability to use our network of industry and semi-government contacts in Melbourne to provide meaningful work placements RTO No. 3045 CRICOS No 1505M 17

18. International Partnerships in South-East Asia Timor Leste: Diploma of Tourism and Work Placements Challenges of the Project: Logistics of integrating program delivery in cooperation with six other providers English as the language of instruction (and of Tourism and Hospitality) for trainees with limited exposure to English and whose first language could be Indonesian, Portuguese, Tetum (one of two official languages of East Timor) or a local dialect Varying literacy skills of trainees due to interrupted or limited education Difficulty of finding work placement partners willing to host trainees with different cultural and language backgrounds Communication challenges due to split delivery between Timor Leste and Melbourne RTO No. 3045 CRICOS No 1505M 18

19. International Partnerships in South-East Asia Example 2: Curriculum and resource development for the ASEAN Secretariat Involves the 10 ASEAN (Association of South-East Asian Nations) member states: Singapore, Malaysia, Thailand, Indonesia, Vietnam, Cambodia, Laos, Myanmar, Brunei Darussalem and the Philippines – East Timor to join in 2014) William Angliss Institute previously developed Common ASEAN Tourism Curriculum (CATC), Regional Qualifications Framework and Skills Recognition System The CATC was designed to address the lack of a common curriculum amongst the ASEAN member states and therefore the lack of mutual recognition of skills and qualifications throughout the ASEAN region The project is designed to facilitate a freer flow of skilled tourism professionals throughout the region as well as assisting in narrowing the development gap between member states RTO No. 3045 CRICOS No 1505M 19

20. International Partnerships in South-East Asia Curriculum and resource development for the ASEAN Secretariat Groundwork for current projects. Previous experience with ASEAN Member states: SINGAPORE  Worked with Singapore National Parks conducting skills audits for Tour Guides and skills training for Certificate IV in Tourism (Tour Guiding)  Other projects: Singapore Airlines InterContinental Hotels Group (IHG). RTO No. 3045 CRICOS No 1505M 20

21. RTO No. 3045 CRICOS No 01505M Malaysia  Malaysian Ministry of Human Resources  Malaysian Association of Hotels (M.A.H.)  Sheraton Hotels & Resorts (Langkawi, Penang, Kuala Lumpur & Labuan)  Saujana Academy of Hospitality & Tourism  Sarawak Economic Development Corporation  Ministry of Tourism – Sarawak  Ministry of Tourism – Sabah  Berjaya Group  InterContinental Hotels Group (IHG). 21

22. RTO No. 3045 CRICOS No 01505M Viet Nam  InterContinental Hotels Group  Furama Resort  Vietnam Airlines  Saigontourist  RMIT International University  Australian Wheat Board in Vietnam. 22

23. RTO No. 3045 CRICOS No 01505M Lao PDR  Client: AusAID  Location - Vientiane, Lao PDR  Project Activity - Develop Industry Competency Standards for Food and Beverage Service Management Housekeeping Front Office Management  WAI Staff role: work with local industry groups to develop competency standards for the above areas.

24. RTO No. 3045 CRICOS No 01505M Indonesia ASEAN Secretariat & Ten ASEAN Countries ASEAN Tourism Investment Study:  ASEAN Tourism Investment Zone  Recommendations for investment incentives and removal of impediments  Three thematic cluster opportunities: Heritage tourism, eco-tourism and cruise cluster. Indonesia Australia Partnership for Skills Development:  Development of a national training system for the Tourism and Hospitality industry  Development of 170 Industry Competency Standards and over 500 learning materials and assessment packages  Human Resource Training in CBT implementation 24

25. RTO No. 3045 CRICOS No 01505M International Partnerships in South-East Asia William Angliss projects with ASEAN Secretariat and Member States:  Developing 242 Toolboxes for each Competency Standard in the 6 Labour Divisions. Recently completed the first 46 toolboxes in core and housekeeping competencies  Feasibility Study for the Establishment of a Regional Secretariat for ASEAN Tourism Professionals  Gap Analysis on Implementation of the Mutual Recognition Agreement (MRA) on Tourism Professionals within the ASEAN Member States  Master Trainer/Master Assessor Program for implementation of training in using toolboxes Curriculum and resource development for ASEAN Secretariat 25

26. RTO No. 3045 CRICOS No 01505M ASEAN Community Background to Project ASEAN goals:  Accelerate establishment of ASEAN Economic Community (AEC) by 2015  Transform ASEAN into a regional destination  ASEAN Region to have free movement of; Goods Services Investment and Skilled Labour 26

27. RTO No. 3045 CRICOS No 01505M AEC Characteristics  A single market and production base  A highly competitive economic region  A region of equitable economic development  A region fully integrated into the global economy 27

28. RTO No. 3045 CRICOS No 01505M MRA on Tourism Professionals and its Development Objectives of Mutual Recognition Arrangement (MRA):  To facilitate mobility of Tourism Professionals; and  To exchange information on best practices in competency-based education and training for Tourism Professionals and to provide opportunities for cooperation and capacity building across ASEAN Member States 28

29. RTO No. 3045 CRICOS No 01505M Benefits of MRA for Tourism Professionals  Facilitate mobility of tourism professionals based on the tourism competency qualification/ certificate  Enhance conformity of competency based training/education  Skills recognition  Improve the quality of tourism human resources (graduates are ready to work in the industry)  Enhance the quality of tourism services 29

30. RTO No. 3045 CRICOS No 01505M Developing Common ASEAN Tourism Curriculum (CATC) and a Regional Qualifications Framework and Skills Recognition System (RQFSRS) Common ASEAN Tourism Curriculum  Develop Common ASEAN Tourism Curriculum (CATC) and  Develop a Regional Qualifications Framework & Skills Recognition System (RQFSRS)  The six agreed labour divisions are: 1. Front Office 2. Housekeeping 3. Food Production 4. Food & Beverage Service 5. Travel Agencies 6. Tour Operations 30

31. RTO No. 3045 CRICOS No 01505M Developing 242 Toolboxes for each Competency Standard in the 6 Labour Divisions Project deliverables Each toolbox consists of:  Competency Standard  Trainee Manual: Glossary of terms and acronyms Trainee notes/training content Work Projects Summaries Evaluation Sheet Recommended reading materials 31

32. RTO No. 3045 CRICOS No 01505M Developing 242 Toolboxes for each Competency Standard in the 6 Labour Divisions Project deliverables Each toolbox consists of:  Trainer Guide, comprising: Training PowerPoint slides Trainer notes Recommended training equipment  Assessment Manual, comprising: Oral Questions Written Questions with Model Answers Third Party Statement Observation Checklist Competency Recording Sheet 32

33. THE TASK Write, edit and produce 46 Toolboxes in Core (areas common to all Tourism and Hospitality occupations) and Housekeeping competencies THE CHALLENGE Maintain quality and consistency in length, format, style and language Toolboxes to be written and delivered in English – the language of tourism and hospitality and the common second language of the ASEAN region Toolboxes can vary from foundational (English for Tourism), to Core (Customer Service) to Functional (Provide Housekeeping Services to Guests) to Specialised (Perform Child Protection Duties) THE APPROACH Use subject area specialists to write toolboxes, editors with high level English skills and desktop publishers with excellent computer skills Methodology of Toolbox Production Challenges and Approach

34. RTO No. 3045 CRICOS No 01505M Feasibility Study for the Establishment of a Regional Secretariat for ASEAN Tourism Professionals Project Objectives:  To conduct a feasibility study to assess the need for the establishment of a Secretariat and  To determine whether the use of a Secretariat is the best option to support and respond to the challenges inherent in the implementation of the Mutual Recognition Arrangement (MRA) on Tourism Professionals 34

35. RTO No. 3045 CRICOS No 01505M Gap Analysis on Implementation of the Mutual Recognition Agreement (MRA) on Tourism Professionals within the AMS Project Objectives This Project will identify gaps between:  Mutual Recognition Arrangement (MRA) requirements and  Actual Implementation of MRA in ASEAN Member States (AMS) 35

36. RTO No. 3045 CRICOS No 01505M Gap Analysis on Implementation of the Mutual Recognition Agreement (MRA) on Tourism Professionals within the AMS Project Scope Analysis of implementation of MRA in AMS: 1. Existing qualifications 2. Hard infrastructure 3. Soft infrastructure 36

37. RTO No. 3045 CRICOS No 01505M Gap Analysis on Implementation of the Mutual Recognition Agreement (MRA) on Tourism Professionals within the AMS Project Scope Analysis of Hard infrastructure - physical facilities, and their:  Location  Design and layout  Furniture, fixtures and equipment 37

38. RTO No. 3045 CRICOS No 01505M Gap Analysis on Implementation of the Mutual Recognition Agreement (MRA) on Tourism Professionals within the AMS Project Scope Analysis of Soft infrastructure:  National laws, policies and regulations  Capacity  Organisational structure of the National Tourism Professional Boards (NTPBs) and Tourism Professional Certification Boards (TPCBs)  Human Resource Capability 38

39. RTO No. 3045 CRICOS No 01505M Gap Analysis on Implementation of the Mutual Recognition Agreement (MRA) on Tourism Professionals within the AMS Project Scope Identification of Gaps which represent opportunities for improvement; these will be identified, with strategies recommended to address them which might include:  Actions to improve regulatory frameworks  Actions to build or improve institutional linkages  Actions to improve hard infrastructure  Actions to build human resource capacity 39

40. RTO No. 3045 CRICOS No 01505M Two International Projects: East Timor and ASEAN Differences and similarities  One small and one large international project  Both projects require a deep understanding of the clients’ needs and goals and an ability to adapt product to suit their context  The groundwork for both projects was laid over previous years by successful delivery of smaller related projects  Both projects require considerable time and effort and a commitment to the long term goals of the client  Both projects involve the development of trust and excellent personal relationships that allow for flexibility and goodwill in their implementation 40

41. Thank you. Alan Maguire alanm@angliss.edu.au RTO No. 3045 CRICOS No 1505M 41