The Importance of Training on Interculturality of Employees in the Tourism Sector

Vujadinović, Jelena (2024) The Importance of Training on Interculturality of Employees in the Tourism Sector. In: The 1st Montenegro International Conference on Economics & Business (MICEB) "Sustainable Development Transition to Green Economy", Budva, Montenegro May 25-27, 2023. University of Montenegro, Faculty of Economics, Podgorica, pp. 193-200. ISBN 978-86-80133-74-4

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Abstract

The tourism sector, by its very nature, involves interactions between people from different cultures, and therefore employees are expected, in addition to knowing a foreign language, to have a certain level of cultural sensitivity. Intercultural training has numerous advantages, some of them are that it enables effective communication and interaction with guests from different cultures, affects the satisfaction and loyalty of service users, promotes cultural understanding and tolerance. Also, investing in intercultural training for tourism employees can lead to the long-term success of the tourism organization and create a positive impact on the wider community. There are numerous studies that show that employee training on intercultural issues is extremely important for front-line employees to provide high-quality service and guest satisfaction. The lack of this training represents a significant challenge for tourism employees. Therefore, the goal of this research is to analyze the importance of intercultural training of employees in tourism, as well as all the benefits it has for both employees and guests. The methodology includes a review of relevant literature with an analysis of available data. The results of the research show that training on interculturality has a positive impact on the quality of services, as well as those organizations that have included this training program achieve greater competitiveness compared to those that have not yet done so.

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