Content area
Full Text
Abstract
Purpose - The main aim of this research is to explore the issue of the role of foreign language abilities in the hospitality industry, focusing on the perspective of employees and students. The differences between theoretical and practical knowledge that lead to incompetence in using foreign languages in the real sector are usually the main problem of employees and students preparing for their quality service. Therefore, in this paper, a review of recent research is made to analyze the possible changes that need to be made in order to become aware of the need for foreign languages as an essential element in a quality service at all levels of the hospitality industry.
Methodology - Foreign language proficiency in the hospitality industry involves the use of the specific hospitality language, which is the broad field of language for professional purposes. The research of this paper was conducted in the context of (1) investigating and comparing the attitudes towards the role of foreign language ability role of two different groups of respondents: Tourism employees and students attending the Faculty of Tourism and Hospitality Management; (2) exploring the role of formal education on the quality of service performance.
It included a questionnaire that explored how and why the role of foreign language ability in the hospitality industry is important from the perspective of employees and students. After collecting primary data from the survey results, the authors analysed them statistically using descriptive analysis to describe the socio-demographic profile of the respondents and the variables, and Independent Sample t-test to determine the statistically significant differences in the means between the two groups of respondents and selected variables.
Findings - This case study examined two groups' attitudes toward the role of foreign language proficiency in the hospitality industry and the role of formal education on service quality. Examining the perspectives of two groups reveals that both groups are very aware of the importance of foreign language skills in their personal and professional lives. In addition, both groups perceived that the ability to communicate in a foreign language is important in achieving career advancement and a higher professional position.
Contribution - This research confirms the importance of foreign language ability in the process of offering quality service. Due to the...