Cultural conflicts at the hotel front desk : a case of english for tourism

Abstract EN

People share some common cultural values that make them alike to a certain extent.

However, they may give up communication when they feel that the other is different.

Cultural conflicts may occur due to miscommunication and lack of understanding.

In hotel industry, the front desk employees deal with people from different cultural backgrounds.

Hence, it is essential to shed the light on the cultural dimensions at the workplace for effective communication.

This study aims at identifying the cultural conflicts that the hotel receptionists encounter with native and non-native speakers of English customers.

It is conducted in two stages.

The first stage includes the secondary research-reviewing relevant literature, books, and related information.

The second stage includes the primary research, which dealt with the collection of primary data through a questionnaire in form of needs analysis.