Professional Management of Housekeeping Operations Essay

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Hospitality, Leisure, Sport and Tourism Network: Enhancing Series: Internationalisation, November 2008 1
The Enhancing Series Case Studies: International Learning Experience
Developing Intercultural Skills for International Industries: The Role
of Industry and Educators
Dr. Judie Gannon
Oxford Brookes University
Introduction
This case study reflects on two pieces of research, one undertaken amongst
hospitality and tourism educators and the other across international hotel companies,
on the requisite skills and abilities for managing the challenges of
internationalisation. It identifies the absence of any rigorous understanding of
intercultural awareness and communication skills amongst both sets of respondents
despite evidence of the increasing cultural diversity of the customer and workforce
profiles in the international hospitality and tourism industries.
Keywords
Intercultural awareness; intercultural communication skills; diverse workforces;
educational institutions; international operators
Abstract
This case study explores intercultural awareness and communication skills as part of
the essential skills set of managers operating in today’s international hospitality and
tourism industry. The movement of labour across the world, encouraged by push and
pull factors in different economies provides most managers in the hospitality and
tourism industries with specific challenges of managing diversity within their
workforces. However, the extent to which employers and educators have recognised
these features has yet to be fully analysed. Using findings from a recent research
thesis on the development of international hotel companies and their human
resources, and a research project investigating the teaching of intercultural
awareness and intercultural communication skills in international hospitality and
tourism programmes, the chapter identifies the responses of these key stakeholders.
The research suggests that neither the companies nor...

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