THE ROLE OF ENGLISH IN HOSPITALITY: COMMUNICATION TECHNIQUES AND SERVICE EXCELLENCE
Keywords:
English proficiency, hospitality communication, guest satisfaction, service quality, empathy, training methodsAbstract
Effective communication is a cornerstone of the hospitality industry, significantly influencing service quality, guest satisfaction, and organizational reputation. English, as the global lingua franca, is essential for interactions with international clients and multicultural teams. This article examines the role of English in hospitality and explores key communication techniques employed by professionals, including clarity of speech, empathy, adaptability, and structured strategies for handling guests’ needs. The study highlights the impact of language proficiency, training methods, and continuous professional development on service excellence. Findings suggest that hospitality organizations that invest in language and communication skills training are more likely to achieve higher guest satisfaction, foster loyalty, and maintain a competitive advantage in the global market.
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