The travel and hospitality industry constitutes more than one-tenth (about 1.6 trillion) of the world’s gross domestic product (GDP) last year, according to the Deloitte analysis report “2018 Travel and Hospitality Industry Outlook: Reimagining the travel experience.” This growth is primarily due to the growing desire of many people to experience the world. People want to see what others have seen, create memorable experiences, or do business in another geographic location.
In a press release, the World Tourism Organization stated that the strong momentum in international tourist arrivals will continue this year “at a more sustainable pace after eight years of steady expansion following the 2009 economic and financial crisis.”
However, there is a barrier that can affect this growth: language.
Using one’s native language in any form of transaction usually speeds up the process and even increases the level of satisfaction. This is true for the travel and hospitality industry — particularly in hotels — where most people value the kind of experience they receive.
Hotels that cater to international guests should embrace diversity to attract more customers. Because their market is not only limited to people living in their geographical location, hotels, in particular, should make sure that they have staff dedicated to speaking a different language, and at the same time adept at different cultures.
Embracing diversity means extending the arms to international guests — giving them a warm welcome despite being in an entirely unfamiliar place. Having staff knowledgeable in different languages (apart from English) makes the service in the hotel look more hospitable.
Improving customer service through a multilingual call center
Booking a hotel usually begins with an online search followed by the reservation process.
When booking, some customers may have questions in their mind that need immediate attention. This stage is crucial because it sets the impression of the potential guest. It will determine whether the guest will push through the reservation or not because it already gives him or her the idea of the kind of service the hotel will provide once he or she checks in.
A hotel with its customer service and reservation entrusted to a multilingual call center has an advantage over its competitors because it will not only cater to its native guests or English-speaking guests but also to visitors from non-English speaking countries. For example, a hotel with French call center support services will appeal more to French-speaking guests. Conversing with a person who uses the same language is unquestionably more comfortable than speaking with someone who does not speak the same language. It also bridges the gap in communication, prevents misunderstanding, and builds a lasting relationship.
Outsourcing a multilingual call center is a cost-effective way to avail the service of multilingual call center agents who, at the same time, are knowledgeable about customer service practices. Those two factors combined, the hotel has a higher chance of increasing the number of its foreign guests. In short, a multilingual call center allows hotels to capture the international market and give customers a one-of-a-kind experience.
Giving your guests the best treatment to enhance their experience will increase their willingness to give back to your hotel.