In the wake of the pandemic-induced economic turmoil, the hospitality industry is suffering from labor shortages, with the rising cost of living compounding the impact on businesses and individuals. Now more than ever, effective customer service is essential to building customer loyalty and regenerating revenue impacted by the pandemic.
The key to providing exceptional customer service ultimately lies in consistent communication, as adequate English proficiency is key to ensuring a positive customer experience. Language barriers can get in the way of responding quickly to guest needs, especially in a rapidly changing hospitality industry. Consequently, companies are beginning to prioritize English language training as it results in better efficiency, productivity and ultimately profitability in the industry.
In the casual dining sector, 73% of workers do not have English as their first language, and in hotels, 50% of workers are not native English speakers. Therefore, it is important for hospitality companies to provide their employees with effective English training, which can act as a boost for their businesses.
Unfortunately, due to labor shortages in the industry, hospitality businesses are inevitably more likely to face growing customer concerns as reduced workforces struggle to keep up with customer demand. Likewise, the rising cost of living means that customers expect more from their money and place greater importance on customer service. Through fluency in fluent English, a language is shared between the employee and the customer, producing a consistent and cohesive line of communication to help the customer meet all their needs and effectively resolve conflicts will be the key to success. .
Hospitality has recently been named as the most stressful industry to work in, it is essential that staff receive the proper training to enable them to confidently excel in their role. Employees provide effective customer service when they are satisfied with their work and feel supported by their employer in the workplace. In fact, 76% of employees say a company would be more attractive if it offered additional training to its staff.
English training ultimately acts as an instrument that gives staff increased confidence, which will inevitably be reflected in their communication and interactions with customers. Not only is English proficiency among workers a boon for businesses in the hospitality industry, but it also improves the overall quality of life for employees as more and more opportunities become available to them.
It has also been revealed that retention rates increase by 30-50% in workplaces with strong learning cultures, helping to address the labor shortage within the industry. As companies begin to understand the importance of this, the ELT will increasingly become a standard in the hospitality industry and an attractive quality for potential employees.
Training in artificial intelligence and English
A study by Lorman indicates that 85% of employees want to choose training schedules that fit their schedule, which is certainly relevant for hospitality workers who have variable work schedules. AI-powered applications can help companies in this regard, as they allow staff to complete their training anytime and anywhere, while significantly reducing training and tutoring costs for companies. AI platforms produce specialized and user-specific content, so that staff can benefit from the most efficient and adapted training experience possible.
A virtual English coach can give employees the confidence and skills of a native to produce cohesive communication. To enable catering businesses to survive and grow in a tough market, having staff who can communicate effectively and respond to customer needs with confidence will reap the rewards of satisfied customers.