The Role of Multilingualism in Intercultural Communication and the Enhancement of Hospitality Services

Sažetak

This study investigates the impact of multilingual commu­nication on hospitality service management and quality enhan­cement in the hotel industry. Multilingualism plays a crucial role in improving service quality and customer experience by facilitating effective communication with international clients and enhancing service efficiency. The ability to communicate in multiple languages fosters a more welcoming environment for tourists and strengthens intercultural interactions.A quantitati­ve research approach was adopted, utilizing questionnaires for data collection. A total of 179 questionnaires were distributed to hospitality sector employees across three Balkan countries: Kosovo, Montenegro, and Albania, who were interviewed abo­ut their perceptions. Data analysis was conducted using SPSS software to assess employees' perceptions of the influence of multilingualism on service management and quality improve­ment. The findings reveal that hospitality employees perceive multilingualism as a key factor in enhancing service quality and customer satisfaction. Proficiency in multiple languages optimi­zes communication and contributes to greater service efficiency. Moreover, the results underscore the significant role of multilin­gualism in improving services and fostering effective intercultu­ral communication, ultimately increasing the overall efficiency of the hospitality sector.