Hotel customers' attitudes towards foreign customer service representatives

Abstract

Previous research by Hirsikorpi Pinja and Laurikainen Lotta acknowledged the increase of foreign students seeking job opportunities in Jyväskylä, and their struggles to find positions. Despite the demand for new employees, language barriers often seem to be the reason why companies do not hire foreigners.

The research focused on the customer perspective and their attitudes towards foreign customer service representatives in Jyväskylä hotels. The objective was to provide results that can guide companies to make better decisions regarding the employment of foreigners. The findings highlighted the key factors to consider in delivering quality service.

A quantitative research method was used, and an online questionnaire was shared to customers of hotels in Jyväskylä. The questionnaire included rating scales and text responses, which were analyzed through categorization.

Findings revealed a variety of attitudes towards foreign customer service representatives. As assumed a language barrier was a key factor but many customers emphasized the importance of professionalism, kindness, and efficient service delivery, apart from the employee’s language skills.

The study provided valuable insights for hotel management, in considering hiring foreign employees and providing quality service for customers. While language barriers remain a concern, hotels can consider how to use diversity in the work environment as a strength. Further research could explore communication more specifically and develop training materials to enhance cross-cultural communication skills among employees.