Ask any hotel owner, manager, or supervisor, and they’ll be quick to tell you that customer service is one of, if not, the biggest and most crucial part of the business. And a huge part of customer service is communication, specifically, how well hotel employees communicate with guests.
While most of the reputable hotels in the world have English as their staple language, many of the guests who come in either don’t speak English or prefer to converse in their native tongue. This is precisely why it’s a huge plus for hotel employees to learn a second (and maybe even a third) language especially if the hotel or resort normally takes in a huge number of foreign guests. And everyone knows that the more a guest feels comfortable in a hotel or resort, the bigger the chance that they’ll come back.
But the advantages of learning a second language or having bilingual employees in a hotel or resort goes beyond customer service. Hotel management can use employees who can speak multiple languages in negotiations and marketing with the locals if the hotel is located in a foreign country. It will be easier to gain the trust (and fairest prices) of suppliers.
Perhaps the bottom line is having employees that are bilingual boosts the hotel’s overall reputation, seeing as it caters not just to a single community, but to the world.
John Jefferis is the current chairman and sole shareholder of the Palm Reed Hotel Development Company Limited and Island Resorts International Limited. Learn more about John’s career by visiting this Facebook page.