Improving Communication in a Multicultural Restaurant Environment in the Hospitality Industry: A Case Study of Papa’s Pub Ravintola, Finland

Abstract

This study explores ways to improve communication and teamwork in a small multicultural restaurant, using Papa’s Pub Ravintola in Järvenpää, Finland, as the focus of a single-case investigation. It address-es recurring issues such as language-related misunderstandings, cultural differences, and workflow disruptions that influence overall organizational service quality and staff cooperation. The study seeks to understand the communication challenges experienced by staff and customers, the influence of language and cultural diversity on teamwork and staff-customer relations, and the strategies considered most useful for strengthening collaboration and service delivery.

A qualitative and inductive single-case design was applied within the restaurant. Data was gathered on site through semi-structured face-to-face interviews. Although the initial intention was to engage twelve participants, including both staff and customers, nine individuals ultimately took part, comprising two employees and seven customers. The data were transcribed and organized in Microsoft Excel to support systematic coding and analysis.

The analysis drew on the six-phase thematic analysis process proposed by Braun and Clarke, involving familiarization with the material, detailed coding, theme development and refinement, followed by interpretation and reporting. This process was mainly inductive, with limited guidance from existing theories of intercultural communication and teamwork. The analysis produced five central themes relating to language barriers and improvised communication solutions, communication pressures during busy periods, the influence of cultural norms on interaction, issues of role clarity and work habits, and practical measures for improving communication and teamwork.

The findings indicate that communication problems occur frequently but are usually resolved through gestures, translation tools, customer assistance, and a cooperative work environment. However, small structural adjustments could ease these pressures. Suggested improvements include basic training in Finnish vocabulary, brief multilingual pre-shift discussions, simple checklists and routine task structures, wider use of translation tools, and short cultural orientation sessions for new employees. These recommendations represent low-cost and realistic options for enhancing teamwork and ensuring more consistent service quality.