English has become one of the most used languages across the world. From technology to marketing and medicine to teaching, English has become a pervasive language that is reached every part of the world and every single industry.
It is a well-known fact that fluency in the language of a region is invaluable when communicating with the people of that region. However, since English has broken all geographical barriers, people from one region can speak with others in English.
The hospitality and tourism industry is an extremely diverse industry as it services guests from different backgrounds with a different language, ethnicity, cultural mores. The English language has become the language of the globalised business world. Therefore, “effective and excellent communication and adequate English language competency is essential” to provide a great experience to the guests. The English language, therefore, helps increase efficiency, productivity, and profitability of the industry.
Since people from all around the world are now travelling to even the most distant and exotic parts of the world, it has become imperative for the professionals of the hospitality and tourism industry to communicate successfully with the guests and with other employees.
The benefits of speaking English can be seen directly in the career trajectory of the professionals. Those who don’t have English as their first language and don’t learn to speak it to boost their career, lag behind in the industry. Then suffer due to their poor knowledge and communication skills and because of their inability and failure to understand “simple instructions and information”.
Some of the problems that exist in the workplace due to lack of English language skills are:
- Failure to communicate satisfactorily with guests which may result in the lack of confidence among the staff members
- Failure to process the written word – email, reports, documents
- Failure to understand instructions from supervisor and/or manager
If you are in a managerial or supervisory position and notice a communication gap between your guests and employees or employees and other employees, you must address it immediately. If you are a hotel professional and lack English language skills, you should take classes to address the issue.
Most decent hotel management colleges and institutes offer language classes in order to teach and/or improve their students’ skills. These skills give the students certain confidence that helps them in communicating with the guests. They also increase their employability as employers are keen on hiring graduates who are already adept at communicating with guests instead of providing them with lessons for the same.
Investing in language skills is essential to increase and improve your customer experience, thereby intensifying profitability.