One of the important components in the tourism industry is the human resource. The human resource factor plays an eminent role in promoting the image of the country as a top tourism spot. Employees such as tour guides, travel agents, tour operators, airport personnel and hotel staff are considered as the human resource in tourism and hospitality industry.
Leslie & Russell (2006) believe that learning and mastering foreign language skills is crucial for people working in the tourism and hospitality sector. It is because English is the means for communication with tourists and understanding cultural differences, and it is also helping increase the employees’ job opportunities in this international industry. According to Hijirida (1980), knowledge of English is one of the major and important criteria in recruiting people in the tourism field where poor English proficiency becomes a problem in attracting tourists and keeping them content. To avoid language barriers and to have a good communication with the customers it would be necessary to have a common language between the human resources and customers. Since English has become an international language it is increasingly essential for the employees working in tourism industry. This help to improve the language skills …show more content…
According to Reichel (1978), satisfaction is a result of comparing the experience of a tourist at the visited destination and their current destination against his or her expectation. Williams (2006) believes that customer satisfaction is made up of the concepts of customer expectations and perceptions. Customer satisfaction means meeting and exceeding the expectations that the customers have about the experience they are going to receive when visiting a destination (De Keyser & Vanhove, 1997). Frustration and disappointment due to language barriers and difficulties in communicating with locals may result in dissatisfaction and unwillingness to
Leslie & Russell (2006) believe that learning and mastering foreign language skills is crucial for people working in the tourism and hospitality sector. It is because English is the means for communication with tourists and understanding cultural differences, and it is also helping increase the employees’ job opportunities in this international industry. According to Hijirida (1980), knowledge of English is one of the major and important criteria in recruiting people in the tourism field where poor English proficiency becomes a problem in attracting tourists and keeping them content. To avoid language barriers and to have a good communication with the customers it would be necessary to have a common language between the human resources and customers. Since English has become an international language it is increasingly essential for the employees working in tourism industry. This help to improve the language skills …show more content…
According to Reichel (1978), satisfaction is a result of comparing the experience of a tourist at the visited destination and their current destination against his or her expectation. Williams (2006) believes that customer satisfaction is made up of the concepts of customer expectations and perceptions. Customer satisfaction means meeting and exceeding the expectations that the customers have about the experience they are going to receive when visiting a destination (De Keyser & Vanhove, 1997). Frustration and disappointment due to language barriers and difficulties in communicating with locals may result in dissatisfaction and unwillingness to