Six tips for better communication in multilingual hospitality teams
Effective communication is crucial within hospitality if you’re aiming to provide A-grade service and maintain a reputation for excellence.
In 2024, four languages have more than half a billion speakers (English, Mandarin, Hindi, and Spanish), while French and Arabic aren’t far behind. Having multilingual reception and concierge staff can be a significant boon, making guests feel understood and welcome. However, hotels with multilingual teams can face challenges. Miscommunication often leads to a failure to deliver an appropriate level of service resulting in guest dissatisfaction and a reduction in efficiency.
Here we’ll explore the strategies hoteliers sometimes employ to ensure smooth and effective communication among team members who speak different languages.
THE CHALLENGES OF MULTILINGUAL COMMUNICATION
Hotels are melting pots, with staff and guests speaking a range of tongues. That such diversity enriches the guest experience is undisputed. It also poses significant communication challenges, including:
- A lack of available vocabulary, particularly for highly specific terms (cleaning agents, types of glassware, food ingredients).
- Differences in cultural communication regarding admitting error, experiencing shame, or being honest in a way that may disadvantage another.
- A lack of ability to handle complaints, particularly when guests are agitated or speaking quickly.
- Inconsistencies in service provision; staff with a detailed comprehension of guest needs can deliver better service than those who haven’t grasped the subtleties.
- A need for additional managerial support to maintain service continuity and consistency.
Addressing these challenges requires a strategic approach engaging both human and technological resources.
THE SIGNIFICANCE OF EFFECTIVE COMMUNICATION
Communication is the backbone of service excellence. Clear, precise instruction and comprehension ensures guest needs are met promptly and satisfactorily. Good communication fosters a positive work environment, bonds teams, and minimizes mistakes.
With multilingual teams, it’s especially vital to establish communication protocols that all team members can understand and follow.
1. IMPLEMENT MULTILINGUAL TRAINING PROGRAMS
Comprehensive onboarding: Ensure all training materials and onboarding processes are available in multiple languages. This will help new hires understand their roles and responsibilities clearly from the start.
Continuous language training: Provide language training for staff to improve their proficiency in the primary languages used within the hotel. This can include in-person classes, online courses, or conversation groups.
2. LEVERAGE TECHNOLOGY AND TRANSLATION TOOLS
Translation apps and devices: Equip staff with reliable translation apps and devices to facilitate real-time communication. Ensure that these tools are user-friendly and accessible to everyone.
Multilingual communication platforms: Adopt communication platforms that support multiple languages and automated translation features. Platforms like Slack or Microsoft Teams can be customized to accommodate various languages.
3. FOSTER A CULTURE OF INCLUSION AND RESPECT
Cultural sensitivity training: Conduct regular training sessions on cultural sensitivity and awareness. This helps staff appreciate diverse backgrounds and understand different communication styles.
Encourage open communication: Create an environment where staff feel comfortable expressing themselves, asking for clarification, and providing feedback. Doing so fosters mutual respect and understanding.
4. USE VISUAL AIDS AND SIMPLE LANGUAGE
Clear signage and labels: Use visual aids like pictograms, multilingual signage, and clear labels throughout the hotel. This helps bridge language gaps and ensures essential information is accessible to everyone.
Simplified communication: Encourage staff to use simple, plain language and avoid jargon or idioms that might be confusing. This is particularly important in written communications and instructions.
5. DESIGNATE LANGUAGE AMBASSADORS
Language liaisons: Assign staff members proficient in multiple languages as language ambassadors. These individuals can help with translations and bridge communication gaps between team members.
Peer support: Encourage a buddy system where experienced, multilingual employees support those who are less proficient in the dominant language, improving teamwork and collaboration.
6. REGULAR TEAM MEETINGS AND FEEDBACK SESSIONS
Multilingual meetings: Hold regular team meetings and ensure they’re conducted in a way that accommodates more than one language. This might include providing written multilingual translations or summaries.
Feedback mechanisms: Adopt a feedback system where staff can voice concerns and make suggestions about communication issues. Regularly review and implement feedback to improve communication strategies.
HARNESSING TECHNOLOGY FOR ENHANCED COMMUNICATION
Fortunately, there are tools hospitality managers can adopt to help communicate in multilingual settings. These can significantly assist with producing multilingual instruction and improving communication in diverse teams. Such tools include:
Translation apps and software: Translation apps and software can provide real-time translations, making it easier for staff to understand and respond to guests and colleagues.
Tools like Google Translate and iTranslate offer quick translations, although they might not always capture the nuances of hospitality-specific language.
Multilingual communication platforms: Platforms designed for multilingual communication can be highly effective. Tools like Jive and Unily are worth exploring when creating intranets that all staff will find engaging and helpful.
Such platforms support multiple languages and offer features like automated translation, enabling seamless communication between team members. They can be integrated into existing hotel management systems, facilitating easier coordination and information sharing.
Translation devices: Handheld translation devices such as those produced by Vasco or Timekettle can be particularly useful for on-the-go communication.
These devices can translate spoken language in real-time, making them ideal for front-line staff who interact directly with guests. They can help reduce misunderstandings and ensure that guests promptly receive the information they need.
Real-time interpretation: Services exist to provide real-time interpretation, using a combination of technology and human expertise to deliver excellent translations.
Such services have multilingual staff on call able to listen in to conversations remotely and deliver real-time interpretation directly into a customer’s earpiece.
A common example of this technology in use are the UN Assembly sessions in which simultaneous translation of speakers are provided for members whose first language isn’t being spoken. The UN has a specialist Department for General Assembly and Conference Management to provide this and other in-house translation services.
ANTICIPATING FUTURE TRENDS IN MULTILINGUAL TEAM COMMUNICATION
As technology improves, multilingual communication in hotels should become easier, with better means to achieve parity between staff of different cultures and languages.
AI is revolutionizing translation services, providing more accurate and context-aware translations. Voice recognition technology is also improving, making real-time translation more seamless and efficient. Additionally, virtual reality and augmented reality could offer immersive language training programs for hotel staff, further breaking down communication barriers.
Effective communication within multilingual hotel teams is essential for delivering outstanding guest experiences. By understanding the challenges and adopting the latest technological solutions, hotels can ensure their diverse teams communicate effectively and work harmoniously.
As technology evolves, the tools available for bridging language gaps will only become more sophisticated. Hopefully human empathy and understanding will keep pace with the empowered conversations such tools enable.
