Although the hospitality industry is currently doing well, there could be threats to empower non-native English speakers around the corner. Below are some of those threats and how can your staff be prepared to address them.
Positive Customer Experiences
The hospitality industry revolves around good and positive customer experiences. In fact, changing customer demands are pushing hotels to offer increasingly personal, uniquely tailored experiences for every guest during every visit. If your staff doesn’t know how to connect with guests, they will simply not return. Your former guests will gladly stop spending their money with you. Instead, they will spend it with your competitors who know the importance of an engaging experience.
Hotels that survive the threats of a down economy will know how to offer guests a memorable hotel experience. They will know how to make the experience uniquely tailored to meet their expectations on a very personal level.
A positive, personal experience begins with verbal communication. Staff workers must engage with quests on many levels as soon as they arrive. From the time they pull up to the front door, register at the front desk and check out, they will encounter several members of the crew including supervisors, housekeepers, restaurant staff, maintenance, and even other hotel guests.
Your employees may also need to speak with people at other hotels and tourism businesses to coordinate activities for your guests. Hotel employees should be prepared to hear and quickly follow English-language instructions and requests. They must also be ready to answer questions about your hotel and the surrounding area and give spoken travel information.
Improving Language Skills
Language skills that make these interactions seamless and smooth will benefit both the hotel and the employee. Simply knowing how to greet and receive guests or offer them help can make a huge difference. Small gestures like these can help determine if a guest will have a pleasant experience.
As travel and hospitality companies grow, so can the challenges to empower non-native English speakers, drive effective talent management, employee development, and engagement. The driving force behind optimal customer experiences is employee culture and service excellence. Because, at the end of a long and tiring day, the hospitality industry is a people-to-people industry.
About LTC Language Solutions:
LTC Language Solutions is a full-service language company providing state-of-the-art language solutions for local and national companies, organizations, government agencies, and individuals since 1993. LTC provides language training, cross-cultural training, interpretation, translation, repatriation, language assessments, interpreter and people skills training. The company has gained a reputation for high-quality, customized services provided through long-term relationships, having some of the same clients for over 25 years.