Stručni rad
The importance of communication in English in tourism and hospitality
Dora Radić
; Visoka škola za menadžment i dizajn Aspira
Majda Todorović
; Visoka škola za menadžment i dizajn Aspira
Antonia Tudor
; Visoka škola za menadžment i dizajn Aspira
Sažetak
Croatia is recognized as a significant tourist destination, and the attractiveness and quality of Croatian tourist products and services are recognized by both domestic and foreign tourists who mostly communicate and use English as lingua franca, i.e. language used for communication between people who do not share a native language. Therefore, this final paper analyzes the knowledge of English as the basis of communication between guests and hotel staff. The paper lists and analyzes the expressions in English that receptionists most often use when welcoming and greeting guests in order to study their language form and meaning. The paper analyzes the importance of communication in the hotel business in general and presents the types, methods and forms of communication in order to recognize the importance of verbal and written communication in English in communication with guests. It can be concluded that an excellent knowledge of English is necessary to establish successful communication with guests and that investing in the language skills of hotel staff is a key to improving the guest experience and successful hotel business.
Ključne riječi
hotel management, hotel staff, communication, English language
Hrčak ID:
286698
URI
Datum izdavanja:
30.6.2022.
Posjeta: 807 *