Should all hotel staff that encounters customers have language skills?

Reference number: 198480

A definition of language would be a particular form of speech of a nation, race or profession. Fundamental to all business success is good communication, however there are always barriers to communication even if all the staff speak the same language. Language skills include such things as the ability to speak at a basic level a foreign language because people visiting the hotel are not necessarily from the host country therefore may not be able to speak the language, English is not the most spoken language in the world regardless of what people may believe. Other skills would include the ability to speak, read and write in clear Basic English, the ability to do sign language and have good body language. A personal belief is the majority of staff should have basic language skills such as outlined because it could enable them to communicate with the customers effectively.

Some reasons why staff encountering customers should have language skills include the main aim after making a profit is to provide a hospitable environment for the customer making them feel at ease the inability to do this by not being able to communicate effectively could jeopardise the hospitality the customer feels. If all hotel staff-encountering customers had language skills it would make things a lot easier, however a skill listed that many people neglect to acknowledge is sign language. I believe that some staff encountering customers should have the ability to do this because is a form of communication a ...

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Arguments disagreeing with the above heading include some people with certain disabilities may not be able to perform certain language skills therefore does this mean that they are not entitled to work within a hotel if so this is discrimination. English is the second language of most people. The introduction of technology has broadened the amount of things people can now do. Not only is it easier to keep in touch it also brings in automation, it means customers no longer have to speak to or rely on hotel staff for information.

Those working within the front office of a hotel should have language skills as they are the first people to ‘meet and greet’ customers and first impressions count, if the receptionist for example cannot communicate to the customer via speaking or has negative body language it looks poor on the company’s reputation. Waiters should have the majority of language skills listed above because they not only have to welcome guests to bars and restaurants they must serve them and ensure they are feeling fine. Whereas front office staff and waiters need most of the language skills cleaners do not mainly because they do not make that much contact however they should have the ability to speak Basic English.

Going back to the question should all hotel staff-encountering customers have language skills the answer would be to a certain extent. It really depends on what job the staff do certain jobs require certain language skills, and to ask all staff encountering customers to have all skills listed above would mean it could discriminate against a lot of people, its also a bit unrealistic; It also depends on what main market for the hotel business and those on holiday require different services.

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Bibliography

Marcouse, I. (1999) Business studies. Hodder and Stoughton.

Woodward, G. GW 2002. Tongue tied. Retrived November 25, 2002, from