Analisis Kompetensi Lintas Budaya dan Kemampuan Bahasa Asing Staf Hotel dalam Pelayanan Tamu
DOI:
https://doi.org/10.58192/wawasan.v4i2.4236Keywords:
Competence, Cross-Cultural, Foreign Language, Proficiency, SatisfactionAbstract
This study aims to analyze the cross-cultural competence and foreign language proficiency of hotel staff in serving international guests at L’arc Hotel Shanhua, Tainan, Taiwan. The hotel, functioning as a cultural community hub, faces challenges including staff limitations in foreign language skills (English/Japanese) and cross-cultural etiquette understanding, leading to miscommunication and declining online review scores. A qualitative descriptive approach was employed through semi-structured interviews with 5 informants (hotel staff and management) and 3 international guests, supplemented by participant observation and online review document analysis. Data were analyzed using interactive model comprising data reduction, data display, and conclusion drawing. The findings reveal three main themes: (1) limited cross-cultural knowledge, particularly regarding Japanese and Western guest etiquette expectations; (2) insufficient foreign language communication skills causing frequent service misunderstandings; and (3) the direct impact of these limitations on guest dissatisfaction as reflected in online reviews. This study recommends structured cross-cultural training programs and hospitality-focused language courses to enhance service quality and guest satisfaction.
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