Comparative Research On Awareness Of Cross-Cultural Communication Between Chinese And Western Employees In The Hospitality Industry

The research proposed a framework for hotel companies to consider when designing training programs for their employees, particularly regarding cross-cultural training. It recommends topics and measures to promote among their employees when having cross-cultural communication encounters with guests arriving from different countries.Data for this study was collected from the use of standardized questionnaires which were applied in five hotels in central Dalian, China, as well as having the participation from western employees in9different countries. The survey results showed that employees in both groups have an interest in cross-cultural awareness and training, but this interest is less in comparison with other work skills, as well as showing that hotels do not provide enough training and resources for their employees to help them improve their cross-cultural knowledge and sensitivity.The information provided in the thesis can help hotel managers to decide on methods that will help the employees to gain cultural sensitivity and overcome cultural differences, and the importance of adapting the service techniques when dealing with guests from different cultures, tailoring the service in order to better accommodate the guests.