Foreign Language Service Planning Of Hospitality Industry

Language service has become a hot topic in the study of language situation in China.With the deepening of the “One Belt,One Road” strategy,Chengdu as an opening inland city will increasingly promote its internationalization,which demands the construction of an international language service environment to meet the more diversified needs for foreign languages.As a window of the city's service industry,the foreign language planning of five-star hotels is an integral part of the construction of foreign language service environment.Based on the theories of micro language planning and individual agency in language planning,this paper used content analysis and critical discourse analysis to investigate the role and influence of different actors in the foreign language service planning of hotels.Firstly,this paper analyzes the official documents promulgated by the National Tourism Administration.Next,the foreign language planning made by the group level was analyzed through the information provided by hotel booking websites.Finally,the demand of and feedback by guests were discussed by mining the reviews and comments posted by guests as well as the interview with guests.The study found that,although the tourism administration and the hotels were aware of the importance of foreign language services,the five star hotels investigated in Chengdu didn't provide language services good enough to meet the need of many foreign guests,which resulted from the fact that the formulation and implementation of foreign language planning didn't fully take into account the demand and feedback from foreign guests.Therefore,hotels should play the role of micro language planners,emphasize the role of hotel booking sites as people of influence,and consider the suggestions and feedback from guests,so as to develop their own customized foreign language service planning that suits the long-term development of hotels and improve the foreign language service in a targeted and systematic manner,playing a leading role in the construction of foreign language environment of the city.At last,this paper hopes that more researchers will pay attention to the micro language planning in our country and the agency of micro language planners can be put into full play to exploit available societal language resources and meet the diverse language needs in the society.