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An Evaluation of the Language Skills in Scottish Hotels

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Author(s): Andrew Martin | Sylvie Davies

Journal: Journal of Hospitality, Leisure, Sports and Tourism Education
ISSN 1473-8376

Volume: 5;
Issue: 1;
Start page: 4;
Date: 2006;
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Keywords: Language skills | Scottish hotels | service

ABSTRACT
This paper discusses the results of research that sought to assess the quality of service encounter when front-desk staff in Scottish hotels handled telephone enquiries by callers using a language other than English. The level of language skills possessed by Scottish hotel operatives was found to be low. The results provide an insight into the “moment of truth” allowing conclusions to be drawn on: (1) the service quality as part of the early stages of sales efforts to attract a potential customer and (2) strategies for service recovery.The case is made for learning from other industries, and moving customer skills and language interface up the agenda of both politicians and private sector operators to fit with Scottish tourismaspirations of growing European tourism receipts.
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