Checking out : hoteliers’ preferences in managing language barriers within the Singapore hospitality industry

Abstract

Language barriers in the hospitality industry may not always be as life-threatening as it would be in the healthcare industry. Nonetheless, such missed opportunities arising from language barriers may lead to ill-feelings, ruined holidays and frustration for both the hotel guests and hoteliers alike. Despite increased speakership of the English Language globally, language barrier situations are still not far and few between even in multilingual Singapore. However, there is limited research that addresses this issue systematically despite having already solidified the importance of bilingualism in the 21st century workplace in Singapore. This study outlines a general survey examining interaction preferences between hospitality professionals and their guests who either share or do not share any language, with varying levels of competency. Of key interest are the nature and efficacy of the management of language barriers in Singapore hotels., and the degree to which these are effective in attaining the communicative goal.